GM Authorized Service 3 — Questions and Answers
Question 1: What is the primary purpose of GM's Dealer Standard Accounting (DSA) guidelines in the service department?
- To manage customer financing options
- To ensure uniform financial reporting across all authorized dealerships (Correct answer)
- To set parts pricing for retail customers
- To train technicians on new vehicle systems
Correct answer: To ensure uniform financial reporting across all authorized dealerships
GM's DSA guidelines standardize how service departments record and report financial data for consistency and comparability.
Question 2: Under GM's Special Policy Adjustment, a customer with an out-of-warranty vehicle may receive assistance when:
- They purchased the vehicle more than 10 years ago
- A documented defect exists and the vehicle has low mileage or age relative to the defect (Correct answer)
- They purchased an extended warranty from a third party
- The repair cost exceeds $5,000
Correct answer: A documented defect exists and the vehicle has low mileage or age relative to the defect
GM's Special Policy considers factors like mileage, age, and documented pattern defects when evaluating goodwill assistance for out-of-warranty repairs.
Question 3: Which GM program requires authorized service departments to follow specific standards for customer waiting areas and service lane appearance?
- GM 360 Standards
- Customer Experience (CX) Standards
- Service Lane Excellence Program
- GM Certified Service Standards (Correct answer)
Correct answer: GM Certified Service Standards
GM Certified Service Standards outline facility, equipment, signage, and customer environment requirements for all authorized service departments.
Question 4: When diagnosing an intermittent electrical fault on a GM vehicle, which tool is required to capture live DTCs and freeze frame data?
- A standard OBD-II generic scanner
- GM's Global Diagnostic System (GDS2) or MDI interface (Correct answer)
- A voltmeter only
- ALLDATA repair platform
Correct answer: GM's Global Diagnostic System (GDS2) or MDI interface
GDS2 with the MDI (Multiple Diagnostic Interface) is GM's required factory diagnostic tool for capturing and interpreting vehicle-specific fault data.
Question 5: An authorized GM dealer receives a safety recall notice. Within how many days must the dealer be prepared to perform recall repairs upon customer request?
- 30 days
- 45 days
- 60 days (Correct answer)
- 90 days
Correct answer: 60 days
NHTSA regulations and GM policy require dealers to be ready to perform safety recall repairs within 60 days of parts availability notification.
Question 6: What is a 'cause code' in the context of a GM warranty repair order?
- A customer's complaint number
- A code identifying the root cause of the vehicle defect for warranty classification (Correct answer)
- A parts order tracking number
- A technician certification level identifier
Correct answer: A code identifying the root cause of the vehicle defect for warranty classification
Cause codes classify the root cause of a warranty failure (e.g., design, manufacturing, assembly) and are required on all GM warranty claim submissions.
Question 7: Which document must be completed and retained by an authorized GM dealer when a vehicle is sold under the GM Employee Discount program?
- Form VIN-9
- The GM Employee Purchase Authorization form (Correct answer)
- A standard bill of sale only
- The GM CPO inspection checklist
Correct answer: The GM Employee Purchase Authorization form
Employee Discount purchases require a GM Employee Purchase Authorization form to validate eligibility and maintain proper dealer records.
GM Authorized Service 3
What is the primary purpose of GM's Dealer Standard Accounting (DSA) guidelines in the service department?