When people work well together, they respect each other and enjoy their jobs. It has the effect of raising company morale:, True, False, One way of trying to avoid poor working relationships is for a company to:, Have a grievance and disciplinary procedure, Make sure staff do not talk to each other, Make sure staff are not informed of problems, Pay everyone a different rate, A vehicle repair workshop in a medium sized organisation, will have direct links with their:, Administration and car sales, Receptionist and parts department, Manager and cleaners, Main office and valeting section, It is important to keep records of parts/ vehicle supply information in order to:, Help with customer queries and complaints, Ensure that the customer is not overcharged, Show the manager how much work is being done, Collect personal data on the customer, The body repair section within a dealership will carry out:, New car sales, Accident damage repairs, Mechanical servicing, Valeting and cleaning, If realistic commitments to customers are not met, it could result in:, The firm gaining a good reputation, Less work being booked in the future, Customers not coming back again, Disappointed, disgruntled customers, The VIN number is used to identify:, The year of manufacturer, Date of registration, The colour, The engine type and size, If the wrong information is obtained and used:, It is not really very important, There could be a safety risk involved, It is best to deny all knowledge of this, It can be put right next time, A vehicle chassis number indicates the body style, engine type, model and series:, True, False, When carrying out vehicle identification and parts supply activities, access to the correct data is essential:, True, False, If parts are eligible for repairs or replacement under a manufacturer's warranty:, Parts sourced from pattern parts are sufficient, Any type of part can be used provided that it fits, Second-hand parts are acceptable if others are not in stock, Only the original manufacturers parts must be used, Supply records for three-year-old vehicle parts may be needed when, Carrying out the first MOT test, Spraying an accidental damaged panel, Making a manufacturer's warranty claim, Deciding when to change the battery, In an automotive environment, a general manager would be responsible for:, Supervising the workshop cleaning rota, Checking the quality of vehicle repairs, Selling new cars to the customers at weekends, All aspects of the efficiency of the business, Trade plates allow the motortrader and tester to carry out their business, without having to register and licence a vehicle temporarily in their possession, True, False, In order that correct spare parts are ordered for the vehicle, it is necessary to consult:, A data chart, An MOT manual, Diagnostic data, A parts list, It is good to accept other people's views and opinions, because it helps colleagues to co-operate and work as a team:, True, False, A trainee sees something which they feel is a major health and safety hazard. They should:, Leave the clearner a note and let them sort the problem out when they come into the workshop, Carry on working in order to get the customers job done as it is not their problem, Let someone else report the problem to the supervisor by phone when they notice it, Report this verbally to their supervisor immediately and also send written confirmation of the problem, Factors which could determine the choice of communication with a customer could be the distance and the location of the customer, True, False, A customer's vehicle is being repaired. It is found that the repair cannot be completed in time because the part is not available. The person ordering the part should:, Leave the supervisor a written message on his desk, Wait until the customer turns up before worrying, Keep working and not worry about the problem, Verbally report the problem to the supervisor immediately, In a large company, written messages may be passed between departments. These may take the form of:, Wall charts and tables, Diagrams and pictures, Business letters and memos, Emails, In a large automotive repair organisation, the line of upward communication would normally be:, General manager, general staff, supervisor, line manager, General staff, line manager, supervisor, general manager, Supervisor, general staff, line manager, general manager, General staff, supervisor, line manager, general manager, If recognised procedures and process are not carried out in the workplace, The customer will never know so it does not matter, The job may take longer or not be completed properly, The foreman will be pleased that you have taken a shortcut, The job can be completed much quicker and cheaply, A VIN number allocated to a vehicle is important when:, Completing an invoice, Applying for insurance, Ordering spare parts, Renewing road tax, A customer who is known to have little technical ability has asked for a technical explanation to a component on their car. A verbal explanation should be given which is:, Non-technical because they wouldn't understand it anyway, As technical as possible because that's what they wanted, At a level that the customer will understand, As technical as possible to create confusion, The parts department within an organisation will:, Supply vehicle components for service and repair, Send out customer repair invoices and receipts, Book in work for the service technicians, Supply new cars to special fleet customers, When fitting new tyres on high performance vehicles, they must have a speed rating which is at least the equivalent of the original equipment, True, False, When supplying parts for vehicle steering systems, second-hand spare parts are acceptable as a replacement, True, False, The administration department will normally deal with customer:, Part enquiries, Vehicle repairs, Invoices and receipts, Workshop loading, In a large automotive environment, a senior employee may be expected to:, Supervise and instruct trainees, Order spare parts and consumables, Deal directly with customer complaints, All the options shown, It is important to develop positive working relationships and also understand the roles and responsibilities of others. This is in order to know who is:, Ask to go home early, Refer a complaining customer to, To ask for annual leave, Ask for help and advice

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