Exam 1: Strategy-Based Diagnostics

The listening process can be difficult to perfect, but it is one of the most important skills to possess when gathering information from a customer or any other person.

Repair orders are NOT legal documents that can be used as evidence in the event of a lawsuit.

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. Who is correct?

When the technician encounters a vehicle with more than one customer concern, and both originate from companion systems, the technician:

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?

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?

Tech A says that additional service recommendations should be documented on the repair order. Tech B says technicians are obligated to make the customer aware of safety concerns that require attention. Who is correct?

The TPMS warning light is helpful in all stages, EXCEPT in:

________ stands for the customer's understanding of the vehicle problem.

Regarding concern, cause, and correction, replacing a faulty vehicle thermostat with a new OE thermostat would be an example of a ________.

________ stands for the actual fault that is causing the concern.

Repair orders are legal documents that can be used as evidence in the event of a lawsuit.

All of the following will happen if the technician fails to document test results except:

The service history is not helpful to technicians conducting repairs.

Tech A says that additional service recommendations should be documented on the repair order. Tech B says technicians are obligated to make the customer aware of safety concerns that require attention. Who is correct?

Technicians need to document their _______ on the repair order.

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

Tech A says that experience will allow you to skip many of the steps of the diagnostic process because you will be familiar with the transmission. Tech B says that skipping steps of the diagnostic process can cause issues to be missed, or misdiagnosis of the problem. Who is correct?

Which of the following steps is the last step in a strategy-based diagnostic process?

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?