A. Communications (26 questions)

1. Customer Relations (12 questions)

1. Demonstrate proper telephone skills.

2. Obtain, confirm, and document pertinent vehicle/customer contact information.

3. Identify, verify, and document customer concern/request.

4. Demonstrate appropriate greeting skills.

5. Discuss alternative transportation options.

6. Promote procedures, benefits, and capabilities of service facility.

7. Review vehicle service history.

8. Identify and recommend service and maintenance needs.

10. Confirm the accuracy of the repair order and obtain repair authorization.

11. Identify customer type (first time, warranty, repeat repair, fleet, etc.) and method of payment.

12. Present professional image.

13. Perform customer follow-up.

14. Explain and confirm understanding of work performed, charges, and warranties.

2. Sales Skills (10 questions)

1. Provide and explain estimates.

2. Identify and prioritize vehicle needs.

3. Address original concerns with customer.

4. Communicate the value of related and additional services.

5. Explain product/service features and benefits.

6. Overcome objections/finalize sale.

3. Internal Relations (4 questions)

1. Effectively communicate customer service concern/request.

2. Understand the technician’s diagnosis and service recommendations.

3. Verify availability of repair parts.

4. Establish completion expectations.

5. Monitor repair progress/quality control.

6. Document information about services performed or recommended.

7. Communicate with shop personnel about shop production/efficiency.

8. Maintain open lines of communication within the organization.

B. Product Knowledge (21 questions)

1. Engine Systems (4 questions) (Includes Mechanical, Cooling, Fuel, Ignition, Exhaust, Emissions Control, and Starting/Charging)

1. Identify major components and location.

2. Identify component function.

3. Identify related items

2. Drive Train Systems (3 questions) (Includes Manual Transmission/Transaxles, Automatic Transmission/Transaxles, and Drive Train Components)

1. Identify major components and location.

2. Identify component function.

3. Identify related items.

3. Chassis Systems (4 questions) (Includes Frames, Brakes, ABS, Traction Control, Suspension, Steering, Wheels, Tires, and TPMS)

1. Identify major components and location.

2. Identify component function.

3. Identify related items.

4. Body Systems (3 questions) (Includes Body Components, Glass, Heating and Air Conditioning, Electrical, Restraint, and Accessories)

1. Identify major components and location.

2. Identify component function.

3. Identify related items.

5. Services/Maintenance Intervals (3 questions)

1. Understand the elements of a maintenance procedure.

2. Identify related maintenance and reset procedures.

3. Locate and interpret maintenance schedule information.

6. Warranty, Service Contracts, Service Bulletins, and Campaigns/Recalls (2 questions)

1. Demonstrate knowledge of warranty policies and procedures/parameters.

2. Locate and use reference information for warranties, service contracts, service bulletins, and campaigns/recalls.

3. Demonstrate knowledge of service contracts, technical service bulletins, and campaign/recall procedures.

4. Verify applicability of warranty, service contracts, and campaigns/recalls.

7. Vehicle Identification (2 questions)

1. Locate and utilize vehicle ID number (VIN).

2. Locate production date.

3. Locate and utilize component identification data.

4. Identify body styles.

C. Shop Operations (3 questions)

1. Manage work flow.

2. Demonstrate knowledge of sublet procedures.

3. Maintain customer appointment log.

4. Address repeat repairs/comebacks.