ASE Professional Ethics & Standards 2 — Questions and Answers
Question 1: A customer declines a recommended brake service but later returns claiming the brakes failed. What is the BEST protection for the shop?
- Deny any prior knowledge of the issue
- Show the signed declined-service authorization on file (Correct answer)
- Offer a free repair to avoid conflict
- Blame the customer for the failure
Correct answer: Show the signed declined-service authorization on file
Keeping signed declined-service records protects the shop legally and demonstrates professional due diligence.
Question 2: Which practice BEST demonstrates ethical upselling during a routine oil change?
- Recommend every possible service regardless of vehicle condition
- Inspect the vehicle and recommend only services with documented need (Correct answer)
- Wait until the customer asks before mentioning any other issues
- Add services to the invoice without informing the customer
Correct answer: Inspect the vehicle and recommend only services with documented need
Ethical upselling is based on observed vehicle conditions, not on maximizing revenue regardless of need.
Question 3: An ASE-certified technician disagrees with a service advisor's diagnosis given to a customer. The MOST ethical action is to:
- Stay silent to avoid workplace conflict
- Correct the advisor privately and ensure the customer receives accurate information (Correct answer)
- Tell the customer directly without informing the advisor
- Refuse to work on the vehicle
Correct answer: Correct the advisor privately and ensure the customer receives accurate information
Addressing inaccuracies through proper internal channels ensures customer accuracy while maintaining professional relationships.
Question 4: A technician notices a coworker falsifying inspection records. The MOST appropriate first step is to:
- Ignore it since it doesn't involve their own work
- Report the behavior to a supervisor or manager (Correct answer)
- Confront the coworker aggressively in front of customers
- Start falsifying their own records to match workplace norms
Correct answer: Report the behavior to a supervisor or manager
Reporting falsified records through proper channels upholds professional integrity and protects customers and the shop.
Question 5: What does the ASE Code of Ethics require regarding technical knowledge?
- Technicians should keep skills current through continuing education (Correct answer)
- Certification alone is sufficient for a career lifetime
- Only shop owners need to stay updated on new technology
- Knowledge updates are optional for experienced mechanics
Correct answer: Technicians should keep skills current through continuing education
ASE emphasizes ongoing education to keep pace with evolving vehicle technology and maintain competency.
Question 6: A customer asks a technician to install an aftermarket part that does not meet OEM specifications. The technician should:
- Install it without comment to satisfy the customer
- Refuse the job entirely without explanation
- Inform the customer of potential risks and document the conversation (Correct answer)
- Install it only if the customer pays extra
Correct answer: Inform the customer of potential risks and document the conversation
Technicians must inform customers of risks associated with non-OEM parts while respecting their right to make informed decisions.
Question 7: Which action VIOLATES professional ethics when handling a warranty repair?
- Documenting all labor and parts used accurately
- Billing the warrantor for work not performed (Correct answer)
- Completing only the repairs covered under warranty
- Notifying the customer of what the warranty covers
Correct answer: Billing the warrantor for work not performed
Billing a warrantor for services not rendered constitutes fraud and violates both professional ethics and the law.
ASE Professional Ethics & Standards 2
A customer declines a recommended brake service but later returns claiming the brakes failed.
What is the BEST protection for the shop?