ATF MID-TERM

Why is it important to verify a customer complaint?

• Because some customers unknowingly give a false diagnosis

• Proper diagnosis will save time and money

• Some problems customers complain about are not really problems, but normal operation

• All of the choices are correct

Technician A says an important part of customer service is making sure each customer's vehicle stays clean. Technician B says always make sure the vehicle fuel tank is completely full after performing a repair. Who is correct?

• Technician A only

• Technician B only

• Both Technician A and B

• Neither Technician A nor B

What should be given to a customer before doing a repair?

• An estimate of final cost

• The new parts

• The old parts

• A required parts list

What should be placed on a fender to prevent damage to the vehicle finish?

• Clean rags

• Floor mats

• Steering wheel covers

• None of the choices are correct

A work order does all of the following EXCEPT:

• Authorize the repair

• Itemize the repairs

• Provide an estimate of vehicle value

• Specify limited warranties

What should a technician look for during a visual inspection?

• Charging system output

• Damaged or broken components

• Vibration or unusual noises

• Vehicle mileage

Which of the following are used for vehicle and/or major component identification?

• Calibration decals

• Vehicle certification labels

• VIN (vehicle identification number)

• All of the choices are correct

Which manual includes basic information about the location and function of vehicle accessories, starting the vehicle, and maintaining the vehicle?

• Aftermarket specialty manuals

• Owner's manual

• Professional general service manuals

• Professional parts manual

A vehicle VIN number must have how many characters?

• 10

• 13

• 17

• 19

Technician A says that before returning a vehicle to the owner a technician should ensure that the owner's concern has been completely corrected. Technician B says that before returning a vehicle to the owner the technician should return the driver's seat to its original position.

• Technician A only

• Technician B only

• Both Technician A and B

• Neither Technician A nor B