ASE Automobile Service Consultant 2

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?

Accepted Answer

Document the concern and recommend a diagnostic scan

Answer

Authorize a full engine teardown

Answer

Tell the customer the light is not serious

Answer

Reset the light and return the vehicle

Question 2

What does a 'three Cs' format on a repair order require the consultant to record?

Accepted Answer

Concern, Cause, Correction

Answer

Cost, Credit, Closing

Answer

Customer, Car, Charge

Answer

Call, Confirm, Complete

Question 3

A repair will exceed the original written estimate by a significant amount. What must the consultant do?

Accepted Answer

Contact the customer for authorization before proceeding

Answer

Complete the work and bill the higher amount

Answer

Discount the difference automatically

Answer

Wait until pickup to explain the increase

Question 4

Which document legally records the customer's approval to begin work?

Accepted Answer

The signed repair order

Answer

The parts invoice

Answer

The technician's worksheet

Answer

The warranty card

Question 5

A customer asks why a recommended brake service is 'urgent.' How should the consultant respond?

Accepted Answer

Explain the safety risk and measured wear in plain terms

Answer

Insist they buy it immediately or leave

Answer

Refuse to release the car without the work

Answer

Avoid the question to close the sale faster

Question 6

When greeting a customer at the service drive, the consultant should FIRST:

Accepted Answer

Acknowledge the customer promptly and listen to the concern

Answer

Quote a price for common services

Answer

Inspect the vehicle alone

Answer

Hand over a stack of brochures

Question 7

A vehicle is still under manufacturer warranty for the reported fault. The consultant should:

Accepted Answer

Process the repair as a warranty claim per manufacturer guidelines

Answer

Charge the customer the full retail rate

Answer

Tell the customer warranties never cover this

Answer

Recommend an aftermarket part instead