ASE Automobile Service Consultant 2 — Questions and Answers
Question 1: A customer drops off a vehicle for a 'check engine light' concern but cannot describe any symptoms. What is the BEST first step for the service consultant?
- Authorize a full engine teardown
- Document the concern and recommend a diagnostic scan (Correct answer)
- Tell the customer the light is not serious
- Reset the light and return the vehicle
Correct answer: Document the concern and recommend a diagnostic scan
Documenting the concern and recommending a diagnostic scan establishes the cause before any repair is authorized.
Question 2: What does a 'three Cs' format on a repair order require the consultant to record?
- Cost, Credit, Closing
- Concern, Cause, Correction (Correct answer)
- Customer, Car, Charge
- Call, Confirm, Complete
Correct answer: Concern, Cause, Correction
The three Cs document the customer's Concern, the technician's Cause, and the Correction performed.
Question 3: A repair will exceed the original written estimate by a significant amount. What must the consultant do?
- Complete the work and bill the higher amount
- Contact the customer for authorization before proceeding (Correct answer)
- Discount the difference automatically
- Wait until pickup to explain the increase
Correct answer: Contact the customer for authorization before proceeding
Customers must authorize additional charges before the work is performed.
Question 4: Which document legally records the customer's approval to begin work?
- The parts invoice
- The signed repair order (Correct answer)
- The technician's worksheet
- The warranty card
Correct answer: The signed repair order
A signed repair order authorizes the shop to perform the listed services.
Question 5: A customer asks why a recommended brake service is 'urgent.' How should the consultant respond?
- Insist they buy it immediately or leave
- Explain the safety risk and measured wear in plain terms (Correct answer)
- Refuse to release the car without the work
- Avoid the question to close the sale faster
Correct answer: Explain the safety risk and measured wear in plain terms
Explaining the safety risk and actual measurements builds trust and lets the customer make an informed decision.
Question 6: When greeting a customer at the service drive, the consultant should FIRST:
- Quote a price for common services
- Acknowledge the customer promptly and listen to the concern (Correct answer)
- Inspect the vehicle alone
- Hand over a stack of brochures
Correct answer: Acknowledge the customer promptly and listen to the concern
Prompt acknowledgment and active listening set the tone and capture the real concern.
Question 7: A vehicle is still under manufacturer warranty for the reported fault. The consultant should:
- Charge the customer the full retail rate
- Process the repair as a warranty claim per manufacturer guidelines (Correct answer)
- Tell the customer warranties never cover this
- Recommend an aftermarket part instead
Correct answer: Process the repair as a warranty claim per manufacturer guidelines
Covered faults should be handled as warranty claims following the manufacturer's procedures.
ASE Automobile Service Consultant 2
A customer drops off a vehicle for a 'check engine light' concern but cannot describe any symptoms.
What is the BEST first step for the service consultant?