GM Authorized Service 5

Question 1

What is the purpose of GM's Required Special Tools (RST) program for authorized dealerships?

Accepted Answer

To ensure dealers have the manufacturer-specific tools needed to perform proper repairs

Answer

GM's RST program mandates that authorized dealers procure and maintain specific factory-required tools necessary for accurate, complete vehicle repairs.

Question 2

When submitting a GM warranty claim, what does 'Part Causation' require the technician to document?

Accepted Answer

The failed part number and how it caused the vehicle's symptom

Answer

Part causation documentation links the failed component to the symptom and justifies the parts replaced under warranty.

Question 3

Which GM initiative focuses on improving the speed and efficiency of the vehicle intake and write-up process in the service lane?

Accepted Answer

Express Service Program

Answer

GM's Express Service Program is designed to reduce customer wait times for routine maintenance by streamlining write-up, multipoint inspection, and vehicle return.

Question 4

A customer returns to an authorized GM dealer with the same complaint within 30 days of a warranty repair. This situation is called a:

Accepted Answer

Comeback Repair

Answer

A 'comeback' repair occurs when a customer returns with the same or related complaint shortly after a previous repair, and is a key metric tracked in GM's Customer Satisfaction Index (CSI).

Question 5

What is the significance of a 'B-condition' parts return tag in GM warranty parts handling?

Accepted Answer

The part must be retained locally by the dealer pending GM audit inspection

Answer

A B-condition tag means GM may request the part for engineering analysis, so the dealer must hold it in a designated warranty parts area until further notice.

(GM) General Motors Certified Practice Test

(GM) General Motors Certified Practice Test

GM Authorized Service 5