ASE C1 Customer Relations

Question 1

A customer says their car "makes a grinding noise." Which way of writing this concern on the repair order will help the technician most?

Accepted Answer

Customer states grinding noise from front of vehicle when braking at low speeds, mostly in the morning; started about one week ago

Answer

A good concern statement uses the customer's own description and adds where, when and under what conditions the symptom happens, so the technician can reproduce it.

Question 2

While repairing an authorized brake job, the technician finds a leaking water pump. What should the service consultant do before the technician replaces the water pump?

Accepted Answer

Contact the customer, explain the finding and cost, and record the authorization on the repair order

Answer

Extra work needs the customer's approval before it is done, and that approval (who, when, how much) should be written on the repair order.

Question 3

A customer walks up to the service counter while the consultant is on the phone with another customer. What is the most professional response?

Accepted Answer

Make eye contact and acknowledge the customer with a gesture or quick word that they will be helped shortly

Answer

Acknowledging a waiting customer right away tells them they have been seen, while the current customer still gets proper service.

Question 4

An upset customer arrives saying their vehicle still has the same problem they paid to fix last week. What should the service consultant do first?

Accepted Answer

Listen without interrupting, acknowledge their frustration, and gather details about the symptom

Answer

Handling a complaint starts with listening and empathy, which calms the customer and gives the consultant the facts needed to fix the problem.

Question 5

When explaining a completed repair order to a customer at vehicle pickup, which approach is most effective?

Accepted Answer

Go through the customer's concern, the cause the technician found, and the correction performed, along with the charges

Answer

Explaining the concern, cause and correction (the '3 Cs') shows the customer what they paid for and backs up the value of the work.

ASE C1 Practice Test

ASE C1 Practice Test

ASE C1 Customer Relations