Stihl Professional Ethics & Standards 2

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?

Accepted Answer

Refuse and explain that safety devices must never be disabled

Answer

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?

Accepted Answer

Document the actual cause honestly and inform the customer it is not covered

Answer

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?

Accepted Answer

Contact the customer for approval before proceeding with additional work

Answer

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?

Accepted Answer

Provide safety instruction, recommend appropriate equipment, and offer protective gear

Answer

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?

Accepted Answer

Report the practice to management immediately

Answer

Billing for genuine parts while installing substitutes is fraud and must be reported through proper channels.

(Stihl) Stihl Certification Practice Test

(Stihl) Stihl Certification Practice Test

Stihl Professional Ethics & Standards 2