Question 1

Tech A says that technicians are frequently paid by the job, or flat rate, rather than paid hourly. Tech B says rushing the repair is best for the customer, so they get their vehicle back quickly. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) None of the above
F) A) and C)

Question 2

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) B) and D)
F) A) and B)

Question 3

The service history is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Accepted Answer

A) True 
 B)False

Question 4

Tech A says that the customer concern is the focus of step 1 of the diagnostic process. Often the concern is documented on the repair order prior to the technician receiving the vehicle. Tech B says the technician who works on the vehicle should take time to fully understand the concern, read the repair order, and possibly talk further with the customer to understand the nature of the problem. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) None of the above
F) B) and C)

Question 5

Technician A says that the 3 Cs are the "customer, complaint, and concern." Technician B says that the 3 Cs are "concern, cause, and correction." Who is correct?

Accepted Answer

A)   Technician A
B)   Technician B
C)   Both A and B
D)   Neither A nor BE) B) and D)
F) None of the above

Question 6

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?

Accepted Answer

A)   Technician A
B)   Technician B
C)   Both A and B
D)   Neither A nor BE) A) and B)
F) C) and D)

Question 7

Two technicians are discussing a transmission problem. Tech A says that it is important to test drive the vehicle because there may actually be no issue with the vehicle and the customer complaint is actually a normal operational characteristic of the transmission. Tech B says you should always check TSBs before performing any service of the transmission because the manufacturer may have updated a component. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) B) and D)
F) B) and C)

Question 8

All of the following statements with respect to the 3 Cs are true except:

Accepted Answer

A)   Customer concern is documented on the repair order prior to the technician receiving the vehicle.
B)   The second C in the 3 Cs refers to the cause of the customer's concern.
C)   Technicians should note safety issues and maintenance items on the repair order.
D)   Additional service recommendations should never be documented on the repair order.E) A) and D)
F) A) and C)

Question 9

Tech A says the strategy-based diagnostic process is a scientific process of elimination. Tech B says the strategy-based diagnostic process begins with scanning the vehicle for DTCs. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) None of the above
F) C) and D)

Question 10

Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction of the concern. Who is correct?

Accepted Answer

A)   Technician A
B)   Technician B
C)   Both A and B
D)   Neither A nor BE) All of the above
F) B) and D)

Question 11

Which of the following is NOT represented by the "3 Cs" abbreviation?

Accepted Answer

A)   Customer
B)   Concern
C)   Cause
D)   CorrectionE) B) and C)
F) All of the above

Question 12

________ stands for the procedure and parts that will be used to fix the problem.

Accepted Answer

A)   Concern
B)   Cause
C)   Concentration
D)   CorrectionE) A) and B)
F) All of the above

Question 13

The repair order is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Accepted Answer

A) True 
 B)False

Question 14

The technician follows the specified procedure for properly testing the tire pressure. This is which step of strategy-based diagnosis?

Accepted Answer

A)   Verifying the repair
B)   Researching possible faults and gathering information
C)   Verifying the customer's concern
D)   Focused TestingE) A) and B)
F) A) and C)

Question 15

Which of the following is NOT represented by the 3 Cs abbreviation?

Accepted Answer

A)   Customer
B)   Concern
C)   Cause
D)   CorrectionE) A) and D)
F) B) and D)

Question 16

Technician A says that repair orders are legal documents so they need to be filled out accurately and carefully. Technician B says that ensuring the repair order is well written, clear, and concise promotes a professional reputation. Who is correct?

Accepted Answer

A)   Technician A
B)   Technician B
C)   Both A and B
D)   Neither A nor BE) B) and D)
F) A) and B)

Question 17

The best way to address intermittent faults is to:

Accepted Answer

A)   look for symptoms, data, or DTCs that are repeatable or consistent.
B)   reverse the steps in the diagnostic process.
C)   ask the customer to bring back the vehicle when the fault occurs.
D)   take it up only when it is covered by warranty.E) All of the above
F) B) and D)

Question 18

Tech A says that when diagnosing a transmission problem, it is important to first verify the customer concern by taking the vehicle on a road test if possible. Tech B says that you should check for TSBs during the diagnostic process. Who is correct?

Accepted Answer

A)   Tech A only
B)   Tech B only
C)   Both A and B
D)   Neither A nor BE) A) and D)
F) None of the above

Exam 1: Strategy-Based Diagnostics

Tech A says the strategy-based diagnostic process is a scientific process of elimination. Tech B says the strategy-based diagnostic process begins with scanning the vehicle for DTCs. Who is correct?

Correct Answer
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Correct Answer
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Correct Answer
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________ stands for the procedure and parts that will be used to fix the problem.

Correct Answer
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The technician follows the specified procedure for properly testing the tire pressure. This is which step of strategy-based diagnosis?

Correct Answer
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Tech A says that when diagnosing a transmission problem, it is important to first verify the customer concern by taking the vehicle on a road test if possible. Tech B says that you should check for TSBs during the diagnostic process. Who is correct?

Correct Answer
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The best way to address intermittent faults is to:

Correct Answer
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Technician A says that the 3 Cs are the "customer, complaint, and concern." Technician B says that the 3 Cs are "concern, cause, and correction." Who is correct?

Correct Answer
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Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction of the concern. Who is correct?

Correct Answer
verified

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?

Correct Answer
verified

Technician A says that repair orders are legal documents so they need to be filled out accurately and carefully. Technician B says that ensuring the repair order is well written, clear, and concise promotes a professional reputation. Who is correct?

Correct Answer
verified

Which of the following is NOT represented by the "3 Cs" abbreviation?

Correct Answer
verified

Tech A says that technicians are frequently paid by the job, or flat rate, rather than paid hourly. Tech B says rushing the repair is best for the customer, so they get their vehicle back quickly. Who is correct?

Correct Answer
verified

The service history is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Correct Answer
verified

The repair order is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Correct Answer
verified

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

Correct Answer
verified

Which of the following is NOT represented by the 3 Cs abbreviation?

Correct Answer
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All of the following statements with respect to the 3 Cs are true except:

Correct Answer
verified

Exam 1: Strategy-Based Diagnostics

Tech A says the strategy-based diagnostic process is a scientific process of elimination. Tech B says the strategy-based diagnostic process begins with scanning the vehicle for DTCs. Who is correct?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

________ stands for the procedure and parts that will be used to fix the problem.

Correct AnswerverifiedShow Answer

The technician follows the specified procedure for properly testing the tire pressure. This is which step of strategy-based diagnosis?

Correct AnswerverifiedShow Answer

Tech A says that when diagnosing a transmission problem, it is important to first verify the customer concern by taking the vehicle on a road test if possible. Tech B says that you should check for TSBs during the diagnostic process. Who is correct?

Correct AnswerverifiedShow Answer

The best way to address intermittent faults is to:

Correct AnswerverifiedShow Answer

Technician A says that the 3 Cs are the "customer, complaint, and concern." Technician B says that the 3 Cs are "concern, cause, and correction." Who is correct?

Correct AnswerverifiedShow Answer

Technician A says the work order should contain the customer's concern. Technician B says the work order should contain the cause of the concern and the correction of the concern. Who is correct?

Correct AnswerverifiedShow Answer

Technician A says to always work safely and use the proper tools and correct PPE. Technician B says to identify and document the root cause of the customer's concern. Who is correct?

Correct AnswerverifiedShow Answer

Technician A says that repair orders are legal documents so they need to be filled out accurately and carefully. Technician B says that ensuring the repair order is well written, clear, and concise promotes a professional reputation. Who is correct?

Correct AnswerverifiedShow Answer

Which of the following is NOT represented by the "3 Cs" abbreviation?

Correct AnswerverifiedShow Answer

Tech A says that technicians are frequently paid by the job, or flat rate, rather than paid hourly. Tech B says rushing the repair is best for the customer, so they get their vehicle back quickly. Who is correct?

Correct AnswerverifiedShow Answer

The service history is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Correct AnswerverifiedShow Answer

The repair order is the technician's main point of contact with the customer. So it is critical that the customer service staff get an accurate, complete, and yet concise record of the customer's concern(s) along with any information and details about the concern.

Correct AnswerverifiedShow Answer

Tech A says that a repair order is only used in the shop and will be discarded when the vehicle is complete. Tech B says that the repair order is a legal document and could be used in a court. Who is correct?

Correct AnswerverifiedShow Answer

Which of the following is NOT represented by the 3 Cs abbreviation?

Correct AnswerverifiedShow Answer

All of the following statements with respect to the 3 Cs are true except:

Correct AnswerverifiedShow Answer

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