ASF Professional Ethics & Standards 2 — Questions and Answers
Question 1: A customer insists you install a non-approved part to save money. What is the ethical course of action?
- Install the non-approved part since the customer owns the appliance
- Refuse and explain the safety and liability risks of non-approved parts (Correct answer)
- Install it but void your warranty
- Contact the manufacturer for permission first
Correct answer: Refuse and explain the safety and liability risks of non-approved parts
Using non-approved parts can create safety hazards and expose both the technician and customer to liability, so the ethical choice is to refuse and educate the customer.
Question 2: When a technician discovers an unrelated hazardous condition (e.g., frayed wiring) while servicing an appliance, they should:
- Ignore it since it is outside the scope of the work order
- Fix it without informing the customer to avoid extra charges
- Inform the customer of the hazard and recommend corrective action (Correct answer)
- Immediately disconnect the appliance without customer consent
Correct answer: Inform the customer of the hazard and recommend corrective action
Technicians have a duty to inform customers of any safety hazards discovered, even if outside the original scope of work.
Question 3: Which practice best demonstrates transparency in appliance service billing?
- Charging a flat rate without itemizing parts and labor
- Providing a detailed invoice showing parts, labor, and diagnostic fees separately (Correct answer)
- Including hidden fees to cover unexpected costs
- Charging for future preventive maintenance upfront without disclosure
Correct answer: Providing a detailed invoice showing parts, labor, and diagnostic fees separately
A detailed, itemized invoice ensures the customer understands what they are paying for, which is a core transparency standard.
Question 4: A technician realizes mid-repair that the job will cost significantly more than the original estimate. The proper step is to:
- Complete the repair and present the higher bill at the end
- Stop work, contact the customer, and get approval before continuing (Correct answer)
- Absorb the extra cost to maintain the original quote
- Finish only the originally quoted work and leave the appliance partially repaired
Correct answer: Stop work, contact the customer, and get approval before continuing
Ethical practice requires customer authorization before exceeding an approved estimate.
Question 5: Which statement best describes the purpose of a professional code of ethics in appliance service?
- To increase revenue by standardizing pricing
- To provide legal protection against all customer lawsuits
- To establish standards of conduct that protect customers and the industry's reputation (Correct answer)
- To restrict technicians from working independently
Correct answer: To establish standards of conduct that protect customers and the industry's reputation
A code of ethics defines acceptable conduct to protect customers, ensure quality service, and uphold the profession's credibility.
Question 6: A colleague asks you to sign off on a repair you did not perform. You should:
- Sign off as a professional courtesy
- Refuse, because signing off on work you did not do is fraudulent (Correct answer)
- Sign only if you inspected the completed work afterward
- Report the request to the manufacturer only
Correct answer: Refuse, because signing off on work you did not do is fraudulent
Certifying work you did not perform constitutes fraud and violates professional ethics regardless of the circumstances.
Question 7: A technician receives a gift from a supplier in exchange for recommending their parts exclusively. This situation represents:
- A standard industry practice with no ethical concerns
- A conflict of interest that compromises objectivity (Correct answer)
- A legal kickback only if over $100 in value
- Acceptable as long as the parts are quality products
Correct answer: A conflict of interest that compromises objectivity
Accepting gifts that influence parts recommendations creates a conflict of interest and undermines the technician's obligation to act in the customer's best interest.
ASF Professional Ethics & Standards 2
A customer insists you install a non-approved part to save money.
What is the ethical course of action?