Professional Standards and Ethics Flashcards

A customer's phone and personal documents are visible in their vehicle during service. Professional standards require the technician to:

Answer: Leave personal items untouched and keep customer information confidential

Respecting customer privacy and property is a basic ethical duty in the service bay.

Which is an example of unethical upselling?

Answer: Telling a customer their brakes are unsafe when they are within specification

Misrepresenting a component's condition to sell work is deceptive and may break consumer protection laws.

Many states require shops to give customers a written estimate before work begins. What should happen if the cost will exceed that estimate?

Answer: Get the customer's authorization before going over the estimate

State auto repair laws generally require new consent before charges exceed the authorized estimate.

Why should a technician use only the torque values in VW repair information rather than generic charts?

Answer: VW specs account for torque-to-yield bolts, angle steps, and specific materials

Many VW fasteners need specific torque-plus-angle values and one-time-use bolts that generic charts don't cover.

A technician thinks a coworker is working while impaired. The professional response is to:

Answer: Report it to a supervisor because it puts everyone's safety at risk

Impairment around lifts, power tools, and vehicles is a serious safety hazard that should go to management.

When a technician posts on social media, which action breaks professional standards?

Answer: Posting a customer's license plate and VIN with jokes about their vehicle

Publishing identifiable customer information without consent violates confidentiality and damages the dealership's reputation.

What is the best way for a technician to stay current with new VW models and systems?

Answer: Complete ongoing manufacturer training and review new service information and TSBs

Continuing manufacturer training keeps technicians competent as vehicle technology changes.