©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
ASE C1 Exam Practice Questions and
Answers
(Communications) Service Consultant A speaks clearly when have a conversation with a customer on the
phone. Service Consultant B says that treating customers with dignity and respect om the phone is a
positive business trait. Who is correct? - Ans:✔✔-Both A and B
(Communications) Service Consultant A asks the customer to speak very slowly to allow every comment
to be written on the repair order. Service Consultant B asks open-ended questions when attempting to
identify the customer concern to be written on the repair order. Who is correct? - Ans:✔✔-B only
(Communications) Service consultants do NOT us this when greeting a new customer: - Ans:✔✔-
customer's first name
(Communications) What piece of data can be determined from viewing the service history of a vehicle. -
Ans:✔✔-service repair procedures performed at this location
(Communications) A customer has an electrical problem with a vehicle. Service Consultant A promises a
completion time to the customer during the write-up process. Service Consultant B gives the customer
regular updates on the status of his/her vehicle throughout the repair visit. Who is correct? - Ans:✔✔-B
only
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, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
(Communications) What is NOT a positive result from a customer follow-up call? - Ans:✔✔-the service
consultant can confront the customer who has negative feedback
(Communications) Service Consultant A says that when writing up a comeback/warranty ticket, it is
necessary to review previous repair orders with the customer. Service Consultant B says that when
writing up a comeback/warranty ticket, it is necessary to ask the customer to restate the symptoms he
his experiencing. Who is right? - Ans:✔✔-Both A and B
(Communications) Service Consultant A says that giving a ballpark estimate during the write-up process
is a good idea. Consultant B says that repair estimates should only be given after the technician has
diagnosed the vehicle and checked the cost of the parts needed. Who is correct? - Ans:✔✔-B only
(Communications) Service Consultant A wears jeans and a worn shirt to work. Service Consultant B
wears clean "business casual" clothes and always tucks in his/her shirt while at work. Who is correct? -
Ans:✔✔-B only
(Communications) What is NOT a positive characteristic of a well-run service facility? - Ans:✔✔-location
on a busy street
(Communications) Service Consultant A says that obtaining accurate contact information is usually not
necessary. Service Consultant B says that most customers expect the service facility to provide some
form of transportation if the service takes longer than they can readily wait. Who is correct? - Ans:✔✔-B
only
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, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
(Communications) What would be the highest priority service on a late-model vehicle? - Ans:✔✔-
steering gear replacement
(Communications) Shop quality control is a very important aspect of a successful service facility. Service
Consultant A encourages her technicians to keep their work areas as clean and orderly as possible.
Service Consultant B continually scans the shop area to check on the status of the vehicles. Who is
practicing the correct activates? - Ans:✔✔-Both A and B
(Communications) What is the most common method of communicating the customer request to the
technician? - Ans:✔✔-writing clear and complete customer concern descriptions on the repair order.
(Communications) Service Consultant A says that some shops require the technician to clock in on the
repair order when he begins and when he finishes a repair. Service Consultant B says that come shops
monitor the hours that each technician produces each week in order to track technician efficiency. Who
is correct? - Ans:✔✔-Both A and B
(Communications) Service Consultant A says that it is wise to post the certifications and credentials of
the service technicians in the write-up area. Service Consultant B says that most customers are more
worried about low cost service than about the professionalism of the service technicians. Who is
correct? - Ans:✔✔-A only
(Communications) Service Consultant A provides vague estimates to his customers so he can quickly get
the technician started on the repair. Service Consultant B provides thorough and accurate estimates to
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, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
her customers so there will not be any surprises when it is time to pay the bill. Who is correct? -
Ans:✔✔-B only
(Communications) Service Consultant A says that an example of a feature of an oil change is the brand of
oil used. Service Consultant B says that an example of a benefit of an oil change is longer engine life.
Who is right? - Ans:✔✔-Both A and B
(Communications) Service Consultant A carefully documents the services that are performed on each
repair order prior to notifying the customer that the vehicle is done. Service Consultant B documents the
recommended services on the repair order in order to communicate this information to the customer.
Who is correct? - Ans:✔✔-Both A and B
(Communications) What is NOT an example that would be considered a benefit of recommending
additional services to a current customer who has left his/her car at your shop? - Ans:✔✔-the shop can
stay open late to finish the repair
(Communications) A customer is objecting to having additional needed maintenance service performed.
Service Consultant A explains that the vehicle will likely break down very soon and strand the customer
in a dangerous location. Service Consultant B explains the value of having a well-maintained vehicle.
Who is correct? - Ans:✔✔-B only
(Communications) A customer is at the repair shop describing the problems with his/her vehicle. Service
Consultant A asks detailed questions of the customer to determine what the main concern is. Service
Page 4/50
FIRST PUBLISH OCTOBER 2024
ASE C1 Exam Practice Questions and
Answers
(Communications) Service Consultant A speaks clearly when have a conversation with a customer on the
phone. Service Consultant B says that treating customers with dignity and respect om the phone is a
positive business trait. Who is correct? - Ans:✔✔-Both A and B
(Communications) Service Consultant A asks the customer to speak very slowly to allow every comment
to be written on the repair order. Service Consultant B asks open-ended questions when attempting to
identify the customer concern to be written on the repair order. Who is correct? - Ans:✔✔-B only
(Communications) Service consultants do NOT us this when greeting a new customer: - Ans:✔✔-
customer's first name
(Communications) What piece of data can be determined from viewing the service history of a vehicle. -
Ans:✔✔-service repair procedures performed at this location
(Communications) A customer has an electrical problem with a vehicle. Service Consultant A promises a
completion time to the customer during the write-up process. Service Consultant B gives the customer
regular updates on the status of his/her vehicle throughout the repair visit. Who is correct? - Ans:✔✔-B
only
Page 1/50
, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
(Communications) What is NOT a positive result from a customer follow-up call? - Ans:✔✔-the service
consultant can confront the customer who has negative feedback
(Communications) Service Consultant A says that when writing up a comeback/warranty ticket, it is
necessary to review previous repair orders with the customer. Service Consultant B says that when
writing up a comeback/warranty ticket, it is necessary to ask the customer to restate the symptoms he
his experiencing. Who is right? - Ans:✔✔-Both A and B
(Communications) Service Consultant A says that giving a ballpark estimate during the write-up process
is a good idea. Consultant B says that repair estimates should only be given after the technician has
diagnosed the vehicle and checked the cost of the parts needed. Who is correct? - Ans:✔✔-B only
(Communications) Service Consultant A wears jeans and a worn shirt to work. Service Consultant B
wears clean "business casual" clothes and always tucks in his/her shirt while at work. Who is correct? -
Ans:✔✔-B only
(Communications) What is NOT a positive characteristic of a well-run service facility? - Ans:✔✔-location
on a busy street
(Communications) Service Consultant A says that obtaining accurate contact information is usually not
necessary. Service Consultant B says that most customers expect the service facility to provide some
form of transportation if the service takes longer than they can readily wait. Who is correct? - Ans:✔✔-B
only
Page 2/50
, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
(Communications) What would be the highest priority service on a late-model vehicle? - Ans:✔✔-
steering gear replacement
(Communications) Shop quality control is a very important aspect of a successful service facility. Service
Consultant A encourages her technicians to keep their work areas as clean and orderly as possible.
Service Consultant B continually scans the shop area to check on the status of the vehicles. Who is
practicing the correct activates? - Ans:✔✔-Both A and B
(Communications) What is the most common method of communicating the customer request to the
technician? - Ans:✔✔-writing clear and complete customer concern descriptions on the repair order.
(Communications) Service Consultant A says that some shops require the technician to clock in on the
repair order when he begins and when he finishes a repair. Service Consultant B says that come shops
monitor the hours that each technician produces each week in order to track technician efficiency. Who
is correct? - Ans:✔✔-Both A and B
(Communications) Service Consultant A says that it is wise to post the certifications and credentials of
the service technicians in the write-up area. Service Consultant B says that most customers are more
worried about low cost service than about the professionalism of the service technicians. Who is
correct? - Ans:✔✔-A only
(Communications) Service Consultant A provides vague estimates to his customers so he can quickly get
the technician started on the repair. Service Consultant B provides thorough and accurate estimates to
Page 3/50
, ©GRACEAMELIA 2024/2025 ACADEMIC YEAR. ALL RIGHTS RESERVED
FIRST PUBLISH OCTOBER 2024
her customers so there will not be any surprises when it is time to pay the bill. Who is correct? -
Ans:✔✔-B only
(Communications) Service Consultant A says that an example of a feature of an oil change is the brand of
oil used. Service Consultant B says that an example of a benefit of an oil change is longer engine life.
Who is right? - Ans:✔✔-Both A and B
(Communications) Service Consultant A carefully documents the services that are performed on each
repair order prior to notifying the customer that the vehicle is done. Service Consultant B documents the
recommended services on the repair order in order to communicate this information to the customer.
Who is correct? - Ans:✔✔-Both A and B
(Communications) What is NOT an example that would be considered a benefit of recommending
additional services to a current customer who has left his/her car at your shop? - Ans:✔✔-the shop can
stay open late to finish the repair
(Communications) A customer is objecting to having additional needed maintenance service performed.
Service Consultant A explains that the vehicle will likely break down very soon and strand the customer
in a dangerous location. Service Consultant B explains the value of having a well-maintained vehicle.
Who is correct? - Ans:✔✔-B only
(Communications) A customer is at the repair shop describing the problems with his/her vehicle. Service
Consultant A asks detailed questions of the customer to determine what the main concern is. Service
Page 4/50
