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Test Bank for Automotive Service Management, 3rd edition By Andrew Rezin
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Test Bank for Automotive Service Management, 3rd edition By Andrew Rezin
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Chapter 1 The Automotive Service IndustryMATCHING. Choose the item in column 2 that best matches each item in column 1.
Choose the item in column 2 that best matches each item in column 1.
1) Dedicated to one manufacturer, retail A) New vehicle dealership
1)
and warranty service
B) Gas station
2) Finds it more profitable to sell chips
2)
and soft drinks C) Automotive parts, accessories, and tire
stores
R
3) A single purpose service organization
3)
D) Fleets
U
4) Work on all makes and models of
4)
vehicles E) Automotive repair and maintenance shops
SE
5) Maintain and repair only those
5)
vehicles that are owned or leased by
that company or agency
IS
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
6) Which - type of service shop is least likely to provide service to all makes and models of vehicles? 6)
O
A) Tire store
B) Chain store
N
C) Independent repair shop
D) All of the above
E) None of the above
N
7) Which of the following is a stand alone center that is part of a group of independent repair shops? 7)
O
A) Fleet service shop
B) Chain store
C
C) Independent repair shop
D) All of the above
E) None of the above
ED
8) In the automotive service industry there is a shortage which type of employees? 8)
A) Office Managers B) Technicians
C) Owners D) Cashiers
M
9) Which of the following repairs a wide range of vehicles? 9)
A) Chain store
B) Independent repair shop
C) Fleet service shop
D) All of the above
E) None of the above
1
, 10) One of the greatest challenges to the non-dealership organizations in automotive service is 10)
________.
A) Being price competitive
B) Access to technical information
C) Access to factory technical training
D) A and B
E) B and C
11) Choose the shop or shops that are more likely to work on a wide range of vehicles. 11)
A) New vehicle dealership service department
B) Fleet repair shops
C) Chain stores with a service center
D) Independent repair shops
R
E) Both C and D
F) None of these
U
12) Which of the following is a service operation that maintains their own vehicles? 12)
SE
A) Independent repair shop
B) Chain store
C) Fleet service shop
D) All of the above
E) None of the above
the United States. IS
13) Automotive repair and maintenance make up ________ percent of the total number of auto techs in 13)
O
A) 3 B) 44 C) 1 D) 31 E) 21
N
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
14) The demand for vehicle service continues to grow faster than the supply. 14)
N
15) The automotive service industry has four major market segments 15)
O
16) Automotive repair and maintenance shops have a built-in referral business from their sales 16)
C
departments as do new vehicle dealerships.
ED
17) Many corporate fleets limit the number of makes and models of vehicles that they service at any 17)
one time.
18) Large chain operations tend to be "semi-specialists". 18)
M
19) Automotive repair and maintenance shops are tied to a specific manufacturer. 19)
20) The majority of automotive technicians in the United States are employed at independent repair 20)
shops.
2
,Answer Key
Testname: UNTITLED1
1) A
2) B
3) E
4) C
5) D
6) E
7) B
8) B
9) B
R
10) E
11) E
12) C
U
13) B
14) TRUE
SE
15) FALSE
16) FALSE
17) TRUE
18) TRUE
19) FALSE
20) TRUE
IS
O
N
N
O
C
ED
M
3
, Chapter 2 Physical Resources
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
1) Along with the technical tools and equipment needed in a shop, you must also have which of the 1)
following to be able to function in today's market?
A) Shop equipment
B) Communication system
C) Repair stalls
D) All of the above
E) None of the above
R
2) Which of the following computer operations would not be used to increase the efficiency of a repair 2)
shop?
U
A) Management reporting B) Repair order writing
C) Employee E-mail D) Free internet access for all employees
SE
3) When designing your new shop's parking area which of these items must be considered? 3)
A) To save costs, employees and customers will use the same parking area
B) Clearly marked customer parking
C) Both A and B
D) Neither A nor B
IS
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
O
4) The majority of space needed for a service shop is the offices and space for customers. 4)
N
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
N
5) The only common communication tool listed that is not found in today's modern repair shop is 5)
________.
O
A) Telephones
B) Text
C) E-mail
C
D) Telegraphs
E) None of the above
ED
6) In addition to having enough space and doing quality repairs, a shop should ________. 6)
A) Project a professional image
B) Have adequate signage
C) Have curb appeal
M
D) All of the above
E) None of the above
7) Which of the following is a common computer-based operation in a modern shop? 7)
A) Appointments
B) Basic communication via e-mail
C) Inventory control
D) All of the above
E) None of the above
1
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