,TESTBANK FOR Automotive Service Management,
4th edition Andrew Rezin
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Automotive Service Management, 4e (Rezin)
Chapter 1 The Automotive Service Industry
Choose the item in column 2 that best matches each item in column 1.
A) New vehicle dealership
B) Automotive repair and maintenance shops
C) Fleets
D) Tire store
E) Automotive parts, accessories, and tire stores
1) Dedicated to one manufacturer, retail and warranty service
Page Ref: 4
2) Part of a large group of identical shops
Page Ref: 5
3) A single purpose service organization
Page Ref: 5
4) Work on all makes and models of vehicles
Page Ref: 5
5) Maintain and repair only vehicles that are owned or leased by that company or agency
Page Ref: 6
Answers: 1) A 2) D 3) B 4) E 5) C
6) Which type of service shop is least likely to provide service to all makes and models of
vehicles?
A) Independent repair shop
B) Chain store
C) Tire store
D) New car dealership
Answer: D
Page Ref: 4
7) Which of the following is a standalone repair center that is part of a network of shops?
A) Chain store
B) Independent repair shop
C) Fleet service shop
D) All of the above
Answer: A
Page Ref: 5
1
Copyright © 2025 Pearson Education, Inc.
,8) In the automotive service industry, there is a shortage of which type of employees?
A) Cashiers
B) Technicians
C) Owners
D) Office Managers
Answer: B
Page Ref: 3
9) Which of the following repairs a wide range of vehicles?
A) Independent repair shop
B) Chain store
C) Fleet service shop
D) All of the above
Answer: A
Page Ref: 5
10) One of the greatest challenges to the non-dealership organizations in automotive service is
________.
A) being price competitive
B) access to technical information
C) access to factory technical training
D) B and C
Answer: D
Page Ref: 5
11) Choose the shop or shops that are more likely to work on a wide range of vehicles.
A) New vehicle dealership service department
B) Fleet repair shops
C) Chain stores with a service center
D) Independent repair shops
E) Both C and D
F) None of these
Answer: E
Page Ref: 5
12) Which of the following is a service operation that maintains its own vehicles?
A) Fleet service shop
B) Chain store
C) Independent repair shop
D) All of the above
E) None of the above
Answer: A
Page Ref: 6
2
Copyright © 2025 Pearson Education, Inc.
,13) Automotive repair and maintenance shops make up ________ percent of the total number of
automotive technicians in the United States.
A) 42
B) 46
C) 21
D) 3
Answer: A
Page Ref: 4
14) The demand for vehicle service continues to grow faster than the supply.
Answer: TRUE
Page Ref: 3
15) The automotive service industry has four major market segments.
Answer: TRUE
Page Ref: 4
16) Automotive repair and maintenance shops have a built-in referral business from their sales
departments as do new vehicle dealerships.
Answer: FALSE
Page Ref: 5
17) Many corporate fleets limit the number of makes and models of vehicles that they service at
any one time.
Answer: TRUE
Page Ref: 6
18) Large chain operations tend to be "semi-specialists."
Answer: TRUE
Page Ref: 6
19) Automotive repair and maintenance shops are tied to a specific manufacturer.
Answer: FALSE
Page Ref: 5
20) The majority of automotive technicians in the United States are employed at independent
repair shops.
Answer: TRUE
Page Ref: 4
3
Copyright © 2025 Pearson Education, Inc.
,Automotive Service Management, 4e (Rezin)
Chapter 2 Physical Resources
1) Along with the technical tools and equipment needed in a shop, you must also have which of
the following to be able to function in today's market?
A) Communication system
B) Repair stalls
C) Shop equipment
D) All of the above
E) None of the above
Answer: D
Page Ref: 11, 17
2) Which of the following computer operations would NOT be used to increase the efficiency of
a repair shop?
A) Free internet access for all employees
B) Repair order writing
C) Management reporting
D) Employee e-mail
Answer: A
Page Ref: 18
3) When designing your new shop's parking area, which of these items must be considered?
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
Answer: B
Page Ref: 13
4) The only common communication tool listed below that is NOT found in today's modern
repair shop is ________.
A) text
B) telephones
C) e-mail
D) telegraphs
E) None of the above
Answer: D
Page Ref: 17
1
Copyright © 2025 Pearson Education, Inc.
,5) In addition to having enough space and doing quality repairs, a shop should ________.
A) provide a customer waiting area
B) project a professional image
C) have a covered drive-in area
D) All of the above
E) None of the above
Answer: D
Page Ref: 15-16
6) Which of the following is a common computer-based operation in a modern shop?
A) Basic communication via e-mail
B) Inventory control
C) Appointments
D) All of the above
E) None of the above
Answer: D
Page Ref: 19
7) Areas of automotive repair that may require additional equipment are ________.
A) engine mechanical
B) automotive transmission
C) steering and suspension
D) All of the above
E) None of the above
Answer: D
Page Ref: 17
8) Which of the following is one of the most basic pieces of equipment common to all shops?
A) Centralized power exhaust system
B) Adequate lighting
C) Workbenches
D) All of the above
E) None of the above
Answer: D
Page Ref: 17
9) The majority of space needed for a service shop is the offices and space for customers.
Answer: FALSE
Page Ref: 13
10) Many shops have transitioned away from Wi-Fi to stationary hard-wired communications
systems.
Answer: FALSE
Page Ref: 11
2
Copyright © 2025 Pearson Education, Inc.
,11) All shops need a computing system.
Answer: TRUE
Page Ref: 18
12) The typical service shop dedicates most of its facility space to the repair stalls.
Answer: TRUE
Page Ref: 13
13) An important part of the job for technicians is to be able to change quickly and conveniently
from street clothes into work uniforms.
Answer: TRUE
Page Ref: 13
14) The parking area represents a larger investment than a building.
Answer: FALSE
Page Ref: 13
15) Very few shops include an area for cleaning customer vehicles.
Answer: FALSE
Page Ref: 14
16) Employees in small shops may perform both administrative and repair duties.
Answer: TRUE
Page Ref: 14
17) Many larger independent shops carry enough inventory to act as retail parts outlets.
Answer: TRUE
Page Ref: 15
18) The first impression that the customer has when they enter your service facility typically sets
the tone of the overall customer experience.
Answer: TRUE
Page Ref: 5
19) A waiting area is not very important to provide to customers.
Answer: FALSE
Page Ref: 16
20) A shop does not typically provide specialty tools.
Answer: FALSE
Page Ref: 16
3
Copyright © 2025 Pearson Education, Inc.
,Automotive Service Management, 4e (Rezin)
Chapter 3 Human Resources
Match the job titles with the description that best fits the job duties.
A) Cleans and washes the vehicle
B) Contacts customers to assure satisfaction
C) Processes final payment for services
D) Distributes work to shop
E) Prepares the customer repair order
F) Performs service repairs
1) Service consultant
Page Ref: 25
2) Automotive technician
Page Ref: 27
3) Dispatcher
Page Ref: 25
4) Cashier
Page Ref: 29
5) Customer relations specialist
Page Ref: 29
Answers: 1) E 2) F 3) D 4) C 5) B
6) The service repair shop job position that makes more contact with customers than any other
person in the dealership is the ________.
A) service writer/advisor
B) service manager
C) owner of the shop
D) booker
Answer: A
Page Ref: 25
7) Every service shop should have someone responsible for customer satisfaction follow-up
contacts because ________.
A) you have got to have some sort of job in the shop for the owner's son to do
B) customers usually will not tell you if they are unhappy, they just go somewhere else and tell
their friends
C) customers usually tell you when they are not happy with their repairs or their bill
D) you need to be sure that most of your customers are not satisfied
Answer: B
Page Ref: 30
1
Copyright © 2025 Pearson Education, Inc.
, 8) The person who moves and cleans vehicles and assists in general upkeep of vehicles and the
shop as directed would be best described as the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
9) The person who notifies customers once the repairs are completed is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: A
Page Ref: 29
10) The person who maintains a filing system for paperwork is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: A
Page Ref: 29
11) The person who shuttles customer vehicles from the service write-up area back to the storage
lot is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
12) The person who cleans and/or details customer vehicles after the repairs is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
2
Copyright © 2025 Pearson Education, Inc.
4th edition Andrew Rezin
Notes
1- The file is chapter after chapter.
2- We have shown you few pages sample.
3- The file contains all Appendix and Excel sheet
if it exists.
4- We have all what you need, we make update
at every time. There are many new editions
waiting you.
5- If you think you purchased the wrong file You
can contact us at every time, we can replace it
with true one.
Our email:
,Automotive Service Management, 4e (Rezin)
Chapter 1 The Automotive Service Industry
Choose the item in column 2 that best matches each item in column 1.
A) New vehicle dealership
B) Automotive repair and maintenance shops
C) Fleets
D) Tire store
E) Automotive parts, accessories, and tire stores
1) Dedicated to one manufacturer, retail and warranty service
Page Ref: 4
2) Part of a large group of identical shops
Page Ref: 5
3) A single purpose service organization
Page Ref: 5
4) Work on all makes and models of vehicles
Page Ref: 5
5) Maintain and repair only vehicles that are owned or leased by that company or agency
Page Ref: 6
Answers: 1) A 2) D 3) B 4) E 5) C
6) Which type of service shop is least likely to provide service to all makes and models of
vehicles?
A) Independent repair shop
B) Chain store
C) Tire store
D) New car dealership
Answer: D
Page Ref: 4
7) Which of the following is a standalone repair center that is part of a network of shops?
A) Chain store
B) Independent repair shop
C) Fleet service shop
D) All of the above
Answer: A
Page Ref: 5
1
Copyright © 2025 Pearson Education, Inc.
,8) In the automotive service industry, there is a shortage of which type of employees?
A) Cashiers
B) Technicians
C) Owners
D) Office Managers
Answer: B
Page Ref: 3
9) Which of the following repairs a wide range of vehicles?
A) Independent repair shop
B) Chain store
C) Fleet service shop
D) All of the above
Answer: A
Page Ref: 5
10) One of the greatest challenges to the non-dealership organizations in automotive service is
________.
A) being price competitive
B) access to technical information
C) access to factory technical training
D) B and C
Answer: D
Page Ref: 5
11) Choose the shop or shops that are more likely to work on a wide range of vehicles.
A) New vehicle dealership service department
B) Fleet repair shops
C) Chain stores with a service center
D) Independent repair shops
E) Both C and D
F) None of these
Answer: E
Page Ref: 5
12) Which of the following is a service operation that maintains its own vehicles?
A) Fleet service shop
B) Chain store
C) Independent repair shop
D) All of the above
E) None of the above
Answer: A
Page Ref: 6
2
Copyright © 2025 Pearson Education, Inc.
,13) Automotive repair and maintenance shops make up ________ percent of the total number of
automotive technicians in the United States.
A) 42
B) 46
C) 21
D) 3
Answer: A
Page Ref: 4
14) The demand for vehicle service continues to grow faster than the supply.
Answer: TRUE
Page Ref: 3
15) The automotive service industry has four major market segments.
Answer: TRUE
Page Ref: 4
16) Automotive repair and maintenance shops have a built-in referral business from their sales
departments as do new vehicle dealerships.
Answer: FALSE
Page Ref: 5
17) Many corporate fleets limit the number of makes and models of vehicles that they service at
any one time.
Answer: TRUE
Page Ref: 6
18) Large chain operations tend to be "semi-specialists."
Answer: TRUE
Page Ref: 6
19) Automotive repair and maintenance shops are tied to a specific manufacturer.
Answer: FALSE
Page Ref: 5
20) The majority of automotive technicians in the United States are employed at independent
repair shops.
Answer: TRUE
Page Ref: 4
3
Copyright © 2025 Pearson Education, Inc.
,Automotive Service Management, 4e (Rezin)
Chapter 2 Physical Resources
1) Along with the technical tools and equipment needed in a shop, you must also have which of
the following to be able to function in today's market?
A) Communication system
B) Repair stalls
C) Shop equipment
D) All of the above
E) None of the above
Answer: D
Page Ref: 11, 17
2) Which of the following computer operations would NOT be used to increase the efficiency of
a repair shop?
A) Free internet access for all employees
B) Repair order writing
C) Management reporting
D) Employee e-mail
Answer: A
Page Ref: 18
3) When designing your new shop's parking area, which of these items must be considered?
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
Answer: B
Page Ref: 13
4) The only common communication tool listed below that is NOT found in today's modern
repair shop is ________.
A) text
B) telephones
C) e-mail
D) telegraphs
E) None of the above
Answer: D
Page Ref: 17
1
Copyright © 2025 Pearson Education, Inc.
,5) In addition to having enough space and doing quality repairs, a shop should ________.
A) provide a customer waiting area
B) project a professional image
C) have a covered drive-in area
D) All of the above
E) None of the above
Answer: D
Page Ref: 15-16
6) Which of the following is a common computer-based operation in a modern shop?
A) Basic communication via e-mail
B) Inventory control
C) Appointments
D) All of the above
E) None of the above
Answer: D
Page Ref: 19
7) Areas of automotive repair that may require additional equipment are ________.
A) engine mechanical
B) automotive transmission
C) steering and suspension
D) All of the above
E) None of the above
Answer: D
Page Ref: 17
8) Which of the following is one of the most basic pieces of equipment common to all shops?
A) Centralized power exhaust system
B) Adequate lighting
C) Workbenches
D) All of the above
E) None of the above
Answer: D
Page Ref: 17
9) The majority of space needed for a service shop is the offices and space for customers.
Answer: FALSE
Page Ref: 13
10) Many shops have transitioned away from Wi-Fi to stationary hard-wired communications
systems.
Answer: FALSE
Page Ref: 11
2
Copyright © 2025 Pearson Education, Inc.
,11) All shops need a computing system.
Answer: TRUE
Page Ref: 18
12) The typical service shop dedicates most of its facility space to the repair stalls.
Answer: TRUE
Page Ref: 13
13) An important part of the job for technicians is to be able to change quickly and conveniently
from street clothes into work uniforms.
Answer: TRUE
Page Ref: 13
14) The parking area represents a larger investment than a building.
Answer: FALSE
Page Ref: 13
15) Very few shops include an area for cleaning customer vehicles.
Answer: FALSE
Page Ref: 14
16) Employees in small shops may perform both administrative and repair duties.
Answer: TRUE
Page Ref: 14
17) Many larger independent shops carry enough inventory to act as retail parts outlets.
Answer: TRUE
Page Ref: 15
18) The first impression that the customer has when they enter your service facility typically sets
the tone of the overall customer experience.
Answer: TRUE
Page Ref: 5
19) A waiting area is not very important to provide to customers.
Answer: FALSE
Page Ref: 16
20) A shop does not typically provide specialty tools.
Answer: FALSE
Page Ref: 16
3
Copyright © 2025 Pearson Education, Inc.
,Automotive Service Management, 4e (Rezin)
Chapter 3 Human Resources
Match the job titles with the description that best fits the job duties.
A) Cleans and washes the vehicle
B) Contacts customers to assure satisfaction
C) Processes final payment for services
D) Distributes work to shop
E) Prepares the customer repair order
F) Performs service repairs
1) Service consultant
Page Ref: 25
2) Automotive technician
Page Ref: 27
3) Dispatcher
Page Ref: 25
4) Cashier
Page Ref: 29
5) Customer relations specialist
Page Ref: 29
Answers: 1) E 2) F 3) D 4) C 5) B
6) The service repair shop job position that makes more contact with customers than any other
person in the dealership is the ________.
A) service writer/advisor
B) service manager
C) owner of the shop
D) booker
Answer: A
Page Ref: 25
7) Every service shop should have someone responsible for customer satisfaction follow-up
contacts because ________.
A) you have got to have some sort of job in the shop for the owner's son to do
B) customers usually will not tell you if they are unhappy, they just go somewhere else and tell
their friends
C) customers usually tell you when they are not happy with their repairs or their bill
D) you need to be sure that most of your customers are not satisfied
Answer: B
Page Ref: 30
1
Copyright © 2025 Pearson Education, Inc.
, 8) The person who moves and cleans vehicles and assists in general upkeep of vehicles and the
shop as directed would be best described as the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
9) The person who notifies customers once the repairs are completed is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: A
Page Ref: 29
10) The person who maintains a filing system for paperwork is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: A
Page Ref: 29
11) The person who shuttles customer vehicles from the service write-up area back to the storage
lot is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
12) The person who cleans and/or details customer vehicles after the repairs is the ________.
A) cashier
B) service consultant
C) owner
D) porter
Answer: D
Page Ref: 30
2
Copyright © 2025 Pearson Education, Inc.
