Question 1

The TPMS warning lamp is designed to warn the driver of:

Accepted Answer

A)  high tire pressure. 
B)  faults in the system. 
C)  low torque. 
D)  insufficient fuel. 
A)  high tire pressure. 
B)  faults in the system. 
C)  low torque. 
D)  insufficient fuel. B

Question 2

The "3 Cs" are short for ________, ________, and ________.

Accepted Answer

A)  Concentration; cause; concern 
B)  Concern; cause; correction 
C)  Concern; customer focus; cause 
D)  Cause; correction; concentration 
A)  Concentration; cause; concern 
B)  Concern; cause; correction 
C)  Concern; customer focus; cause 
D)  Cause; correction; concentration B

Question 3

If you are writing up your findings, conclusions, and the repairs performed on a repair order, one thing to remember is that the information should be concise, yet:

Accepted Answer

A)  complete. 
B)  concerning. 
C)  extremely detailed. 
D)  None of the answers listed 
A)  complete. 
B)  concerning. 
C)  extremely detailed. 
D)  None of the answers listed A

Question 4

Technician A says that in the 3 Cs, "correction" stands for the procedure and parts that will be used to fix the problem. Technician B says that in the 3 Cs, "cause" stands for the actual fault that is causing the concern. Who is correct?

Accepted Answer

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

Question 5

Technician A states that at the time of production, manufacturers prepare service and technical information so that it may be used to train factory service technicians. Technician B states that manufacturers provide the service information needed to perform repairs only after the vehicle has been released into the market for 3 months. Who is correct?

Accepted Answer

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

Question 6

All of the following are TSB guidelines EXCEPT:

Accepted Answer

A)  Technicians must be able to locate where the TSBs are kept in your shop or look them up in the electronic service information system. 
B)  Prior to performing repairs, technicians must look through the TSBs and get to know the type of information contained in them. 
C)  After working on a vehicle, it is good practice to check whether a TSB has been issued for that vehicle and type of fault or repair. 
D)  Perform repairs to the vehicle following the TSB where appropriate while also referring to the shop manual. 
A)  Technicians must be able to locate where the TSBs are kept in your shop or look them up in the electronic service information system. 
B)  Prior to performing repairs, technicians must look through the TSBs and get to know the type of information contained in them. 
C)  After working on a vehicle, it is good practice to check whether a TSB has been issued for that vehicle and type of fault or repair. 
D)  Perform repairs to the vehicle following the TSB where appropriate while also referring to the shop manual.

Question 7

The active listener focuses all of his or her attention on the speaker, including ________ and ________ messages.

Accepted Answer

A)  Auditory; visual 
B)  Positive; negative 
C)  Verbal; nonverbal 
D)  None of the above 
A)  Auditory; visual 
B)  Positive; negative 
C)  Verbal; nonverbal 
D)  None of the above

Question 8

A diagnosis is the conclusion a technician comes to:

Accepted Answer

A)  after thoroughly investigating the problem. 
B)  while investigating the problem. 
C)  before he starts to investigate the problem. 
D)  after solving the problem. 
A)  after thoroughly investigating the problem. 
B)  while investigating the problem. 
C)  before he starts to investigate the problem. 
D)  after solving the problem.

Question 9

All of the following are forms used by shops to collect information regarding a vehicle coming in for repairs, EXCEPT:

Accepted Answer

A)  A repair order. 
B)  A work order. 
C)  A job order. 
D)  None of the answers listed 
A)  A repair order. 
B)  A work order. 
C)  A job order. 
D)  None of the answers listed

Question 10

When possible, which of the following is the best way to understand the customer's concern?

Accepted Answer

A)  Asking the customer to guess the cause of the problem. 
B)  Asking the customer to suggest a solution to the problem. 
C)  Encouraging the customer to demonstrate the problem. 
D)  Encouraging the customer to help you fix the problem. 
A)  Asking the customer to guess the cause of the problem. 
B)  Asking the customer to suggest a solution to the problem. 
C)  Encouraging the customer to demonstrate the problem. 
D)  Encouraging the customer to help you fix the problem.

Question 11

A repair order is also called a ________.

Accepted Answer

A)  Service campaign 
B)  Labor guide 
C)  Work order 
D)  Shop manual 
A)  Service campaign 
B)  Labor guide 
C)  Work order 
D)  Shop manual

Question 12

When appropriate, the active listener encourages the speaker to further ________ and clarify details that may have otherwise been left out.

Accepted Answer

A)  Negate 
B)  Omit 
C)  Communicate 
D)  None of the above 
A)  Negate 
B)  Omit 
C)  Communicate 
D)  None of the above

Question 13

Most manufacturers store all service history performed in their dealerships (based on the VIN) on/in:

Accepted Answer

A)  a corporate server. 
B)  files. 
C)  remote cloud. 
D)  local disks. 
A)  a corporate server. 
B)  files. 
C)  remote cloud. 
D)  local disks.

Question 14

If required in your shop policy, note the details of the ______ in the appropriate area on the repair order after performing the stated repair.

Accepted Answer

A)  Shop manual 
B)  Labor guide 
C)  Service bulletin 
D)  Service recall 
A)  Shop manual 
B)  Labor guide 
C)  Service bulletin 
D)  Service recall

Question 15

The service history of the vehicle gives information on whether:

Accepted Answer

A)  the vehicle was serviced for the same problem more than once. 
B)  an odometer rollback has occurred. 
C)  the vehicle meets federal standards. 
D)  the vehicle has Vehicle Safety Certification. 
A)  the vehicle was serviced for the same problem more than once. 
B)  an odometer rollback has occurred. 
C)  the vehicle meets federal standards. 
D)  the vehicle has Vehicle Safety Certification.

Question 16

"Researching Possible Faults and Gathering Information" is which step of strategy-based diagnosis?

Accepted Answer

A)  Step 1 
B)  Step 2 
C)  Step 3 
D)  Step 4 
A)  Step 1 
B)  Step 2 
C)  Step 3 
D)  Step 4

Question 17

It is best to have a proven diagnostic procedure in place ahead of time. Technician A states that it vastly simplifies the process of logically and systematically (strategically) solving problems. Technician B states that a proven plan helps to increase confidence levels in one's ability to solve problems. Who is correct?

Accepted Answer

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

Question 18

Technician A says manufacturers provide technical service bulletins (TSBs) to technicians on unexpected problems, updated parts, or changes to repair procedures for certain vehicle makes or models. Technician B says that if a safety issue is discovered on a certain make of vehicle, the manufacturer may issue a service campaign or recall. Who is correct?

Accepted Answer

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

Question 19

In strategy-based diagnosis, which step comes before "Researching possible faults and gathering information"?

Accepted Answer

A)  Focused testing 
B)  Performing the repair 
C)  Verifying the customer's concern 
D)  Verifying the repair 
A)  Focused testing 
B)  Performing the repair 
C)  Verifying the customer's concern 
D)  Verifying the repair

Question 20

________ stands for the customer's perception of the problem with the vehicle.

Accepted Answer

A)  Concern 
B)  Cause 
C)  Correction 
D)  Coordination 
A)  Concern 
B)  Cause 
C)  Correction 
D)  Coordination

The TPMS warning lamp is designed to warn the driver of:

The "3 Cs" are short for , , and .

If you are writing up your findings, conclusions, and the repairs performed on a repair order, one thing to remember is that the information should be concise, yet:

Technician A says that in the 3 Cs, "correction" stands for the procedure and parts that will be used to fix the problem. Technician B says that in the 3 Cs, "cause" stands for the actual fault that is causing the concern. Who is correct?

All of the following are TSB guidelines EXCEPT:

The active listener focuses all of his or her attention on the speaker, including and messages.

A diagnosis is the conclusion a technician comes to:

All of the following are forms used by shops to collect information regarding a vehicle coming in for repairs, EXCEPT:

When possible, which of the following is the best way to understand the customer's concern?

A repair order is also called a ________.

When appropriate, the active listener encourages the speaker to further ________ and clarify details that may have otherwise been left out.

Most manufacturers store all service history performed in their dealerships (based on the VIN) on/in:

If required in your shop policy, note the details of the ______ in the appropriate area on the repair order after performing the stated repair.

The service history of the vehicle gives information on whether:

"Researching Possible Faults and Gathering Information" is which step of strategy-based diagnosis?

In strategy-based diagnosis, which step comes before "Researching possible faults and gathering information"?

________ stands for the customer's perception of the problem with the vehicle.

Safety

Basic Tools and Precision Measuring

Fasteners and Thread Repair

Wheels and Tires

Tire Pressure Monitoring Systems

Tire and Wheel Diagnosis and Service

Wheel Bearing and Seal Service

Suspension Systems

Suspension System Service

Steering Systems

Steering Diagnosis and Service

Wheel Alignment Principles

Drive Axle Shafts and Cv Joints

Wheel Alignment Adjustments

Filters

Exam 1: Strategy-Based Diagnostics

The TPMS warning lamp is designed to warn the driver of:

The "3 Cs" are short for ________, ________, and ________.

If you are writing up your findings, conclusions, and the repairs performed on a repair order, one thing to remember is that the information should be concise, yet:

Technician A says that in the 3 Cs, "correction" stands for the procedure and parts that will be used to fix the problem. Technician B says that in the 3 Cs, "cause" stands for the actual fault that is causing the concern. Who is correct?

All of the following are TSB guidelines EXCEPT:

The active listener focuses all of his or her attention on the speaker, including ________ and ________ messages.

A diagnosis is the conclusion a technician comes to:

All of the following are forms used by shops to collect information regarding a vehicle coming in for repairs, EXCEPT:

When possible, which of the following is the best way to understand the customer's concern?

A repair order is also called a ________.

When appropriate, the active listener encourages the speaker to further ________ and clarify details that may have otherwise been left out.

Most manufacturers store all service history performed in their dealerships (based on the VIN) on/in:

If required in your shop policy, note the details of the ______ in the appropriate area on the repair order after performing the stated repair.

The service history of the vehicle gives information on whether:

"Researching Possible Faults and Gathering Information" is which step of strategy-based diagnosis?

In strategy-based diagnosis, which step comes before "Researching possible faults and gathering information"?

________ stands for the customer's perception of the problem with the vehicle.

Safety

Basic Tools and Precision Measuring

Fasteners and Thread Repair

Wheels and Tires

Tire Pressure Monitoring Systems

Tire and Wheel Diagnosis and Service

Wheel Bearing and Seal Service

Suspension Systems

Suspension System Service

Steering Systems

Steering Diagnosis and Service

Wheel Alignment Principles

Drive Axle Shafts and Cv Joints

Wheel Alignment Adjustments

Filters

The "3 Cs" are short for , , and .

The active listener focuses all of his or her attention on the speaker, including and messages.