"Researching Possible Faults and Gathering Information" Is Which Step of Strategy-Based

Q11: A repair order is also called a

Q12: When appropriate, the active listener encourages the

Q13: Most manufacturers store all service history performed

Q14: If required in your shop policy, note

Q15: The service history of the vehicle gives

Q17: It is best to have a proven

Q18: Technician A says manufacturers provide technical service

Q19: In strategy-based diagnosis, which step comes before

Q20: _ stands for the customer's perception of

Q21: The active listener focuses all of his