Stihl Professional Ethics & Standards 2 — Questions and Answers
Question 1: A customer asks a STIHL certified technician to disable the chain brake on their chainsaw because it 'gets in the way.' What is the ethical response?
- Disable it but have the customer sign a waiver
- Disable it only for experienced users
- Refuse and explain that safety devices must never be disabled (Correct answer)
- Charge extra for the modification
Correct answer: Refuse and explain that safety devices must never be disabled
Safety devices like the chain brake must never be removed or disabled, regardless of customer requests or waivers.
Question 2: A dealer technician notices a warranty claim describes damage caused by using improperly mixed fuel. What should the technician do?
- Document the actual cause honestly and inform the customer it is not covered (Correct answer)
- Approve the claim to keep the customer happy
- Approve the claim but note the fuel issue privately
- Blame a manufacturing defect to speed up processing
Correct answer: Document the actual cause honestly and inform the customer it is not covered
Warranty claims must be documented truthfully; misuse such as improper fuel mixing is not a warrantable defect.
Question 3: Which practice best reflects professional standards when a repair will cost more than originally quoted?
- Complete the work and explain the charges at pickup
- Split the difference without telling the customer
- Cancel the repair entirely
- Contact the customer for approval before proceeding with additional work (Correct answer)
Correct answer: Contact the customer for approval before proceeding with additional work
Professional ethics require customer authorization before exceeding an approved estimate.
Question 4: A customer wants to buy a professional-grade chainsaw but has clearly never operated one. What does ethical selling require?
- Sell the saw they asked for without comment
- Provide safety instruction, recommend appropriate equipment, and offer protective gear (Correct answer)
- Refuse to sell them any chainsaw
- Sell it only if they buy an extended warranty
Correct answer: Provide safety instruction, recommend appropriate equipment, and offer protective gear
Ethical dealers match equipment to user skill level and always provide safety guidance and PPE recommendations.
Question 5: A technician discovers a colleague has been installing non-genuine parts while billing customers for genuine STIHL parts. What is the appropriate action?
- Ignore it since the parts still work
- Quietly warn the colleague to stop
- Report the practice to management immediately (Correct answer)
- Tell customers directly without involving management
Correct answer: Report the practice to management immediately
Billing for genuine parts while installing substitutes is fraud and must be reported through proper channels.
Question 6: Why must a certified technician follow torque specifications rather than tightening fasteners 'by feel'?
- Torque wrenches are required by federal law for all repairs
- Adherence to manufacturer specifications ensures safety, reliability, and professional accountability (Correct answer)
- Hand-tightening voids the technician's certification instantly
- It only matters for electric equipment
Correct answer: Adherence to manufacturer specifications ensures safety, reliability, and professional accountability
Following documented specifications is a core professional standard that ensures safe, repeatable repair quality.
Question 7: A customer returns equipment claiming a defect, but inspection shows deliberate tampering. How should the dealer proceed?
- Accuse the customer of fraud and refuse service
- Repair it free to avoid a bad review
- Report the customer to the police
- Explain the findings honestly with documented evidence and decline the free repair (Correct answer)
Correct answer: Explain the findings honestly with documented evidence and decline the free repair
Professional standards call for honest, evidence-based communication while remaining respectful and offering paid repair options.
Stihl Professional Ethics & Standards 2
A customer asks a STIHL certified technician to disable the chain brake on their chainsaw because it 'gets in the way.' What is the ethical response?