Notes

Unit 1 - Unit Pre-Test
Due No due date Points 0 Questions 40 Time Limit None
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LATEST Attempt 1 76 minutes 0 out of 0
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Submitted Feb 10 at 10:44am
This attempt took 76 minutes.

IncorrectQuestion 1
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All of the following are possible purposes or objectives for reading, EXCEPT:
All of the following are possible purposes or objectives for reading, EXCEPT:
to access information quickly.
to understand the information.
to remember the information.
to change the information.

IncorrectQuestion 2
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Skip to question text.
Technician A says you should always escort customers in the shop to keep them safe, and continue any conversation in the customer write-up area as soon as possible. Technician B says customers should be given safety glasses to enter a shop, and the shortest amount of time possible should be spent with the customer in the shop. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

IncorrectQuestion 3
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Technician A says poor CSI ratings do not affect wages. Technician B says poor CSI ratings will often cause new processes to be implemented to restore the CSI rating. Who is correct?
Technician A says poor CSI ratings do not affect wages. Technician B says poor CSI ratings will often cause new processes to be implemented to restore the CSI rating. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

Question 4
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In a situation that requires you to answer a tough question, you can always ask the questioner to:
In a situation that requires you to answer a tough question, you can always ask the questioner to:
repeat or rephrase the question.
speak louder.
repeat their name.
None of the answers listed

IncorrectQuestion 5
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Skip to question text.
Technician A says a fleet shop is usually connected with either a business that runs multiple vehicles or with equipment that is maintained and repaired in house. Technician B says government agencies such as a city or county would not be examples of fleet operations. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

IncorrectQuestion 6
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All of the following are considered NATEF standards, EXCEPT:
All of the following are considered NATEF standards, EXCEPT:
Automotive instructors must be ASE certified in the area they teach.
Automotive instructors must attend 20 hours of technical update training each year.
Re-accreditation of NATEF certified automotive programs occurs every 5 years.
All students must gain ASE certification before leaving the program.

IncorrectQuestion 7
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The person who wants the job done right will usually not be interested in:
The person who wants the job done right will usually not be interested in:
lesser-quality parts.
higher-quality parts.
making sure the job is not rushed.
C) None of the answers listed

IncorrectQuestion 8
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In many situations, nonverbal communication can be more important than:
In many situations, nonverbal communication can be more important than:
the verbal message itself.
what the speaker is thinking.
what the listener wants to say.
None of the answers listed

Question 9
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Personal Space between two people in a conversation is generally considered to be what distance?
Personal Space between two people in a conversation is generally considered to be what distance?
1 foot
2 feet
3 feet
4 feet

Question 10
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Mental barriers are thoughts and feelings that interfere with our listening, such as our own:
Mental barriers are thoughts and feelings that interfere with our listening, such as our own:
assumptions.
emotions.
prejudices.
All of the answers listed

Question 11
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Skip to question text.
Technician A states that empathy helps you to be less reactive in a negative way as you realize you could feel the same way in that person’s position. Technician B states that empathy helps you understand the message of the speaker better. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

IncorrectQuestion 12
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A _________________ statement shows common interest in the topic being discussed.
A _________________ statement shows common interest in the topic being discussed.
supporting
validating
nonempathy
None of the answers listed

Question 13
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Skip to question text.
Technician A says our jewelry and hairstyle have no effect on customers’ impressions about us and the shop we work for. Technician B says our posture and outward demeanor have an effect on customers’ impressions about us and the shop we work for. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

Question 14
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Try to avoid ________________, as this can be perceived as either an aggressive stance or defensive.
Try to avoid ________________, as this can be perceived as either an aggressive stance or defensive.
folding your arms
standing with your arms by your sides
sitting down
kneeling

Question 15
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Which of the following is a part of oral communication?
Which of the following is a part of oral communication?
Discussions with customers
Discussions with coworkers
Discussions with supervisors
All of the above

Question 16
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Open questions usually begin with the word:
Open questions usually begin with the word:
what.
how.
why.
All of the answers listed

Question 17
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As a listener and active participant, what should you do to give the speaker your undivided attention?
As a listener and active participant, what should you do to give the speaker your undivided attention?
Stop what you are doing and give your attention to the speaker.
Smile at the speaker periodically.
Continue to speak to others as you try and listen to the speaker.
Continue listening to the speaker while answering the phone.

Question 18
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If you are the one in charge of questioning the customer about symptoms, be sure to get specific information from the customer about:
If you are the one in charge of questioning the customer about symptoms, be sure to get specific information from the customer about:
what happens.
when it happens.
how often it happens.
All of the answers listed

Question 19
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Skip to question text.
Technician A states that a typical accident report includes the date and time when the accident happened. Technician B states that the accident report form needs to be signed by the person reporting the accident and turned in to the supervisor. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

Question 20
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A business letter should include all of the following, EXCEPT:
A business letter should include all of the following, EXCEPT:
the company’s name.
the company’s address.
the recipient’s name.
a picture of the sender.

IncorrectQuestion 21
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Most shops should have a safety inspection form that needs to be completed on a ________ basis.
Most shops should have a safety inspection form that needs to be completed on a ________ basis.
weekly
monthly
daily
All of the answers listed

IncorrectQuestion 22
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The Society of Automotive Engineers (SAE) has a well-known list of____________ terms, which are abbreviations used by the automotive manufacturers.
The Society of Automotive Engineers (SAE) has a well-known list of____________ terms, which are abbreviations used by the automotive manufacturers.
J1930
J2020
J1890
J2100

Question 23
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Skip to question text.
Technician A states that the automotive manufacturing sector of the job market provides a number of career choices for people seeking employment in that area. Technician B states that factory workers and assemblers are specific job titles in the automotive manufacturing sector of the job market. Who is Correct?
Technician A only
Technician B Only
Both Technician A and Technician B
Neither Technician A nor Technician B

IncorrectQuestion 24
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All of the following are considered duties of the shop foreman, EXCEPT:
All of the following are considered duties of the shop foreman, EXCEPT:
overseeing technicians.
training new workers.
repairing vehicles.
working with suppliers.

IncorrectQuestion 25
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____________________ carry out all aspects of manufacturer-scheduled maintenance activities on a range of vehicle components, such as the lubrication system.
____________________ carry out all aspects of manufacturer-scheduled maintenance activities on a range of vehicle components, such as the lubrication system.
Light line technicians
Heavy line technicians
Lube technicians
Chassis and brake technicians

Question 26
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All of the following are typically included in a message taken for someone else, EXCEPT:
All of the following are typically included in a message taken for someone else, EXCEPT:
the date and time of the call.
the caller’s organization.
the caller’s name.
telling the caller to call back later.

IncorrectQuestion 27
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Which of the following is a crude oil–based product?
Which of the following is a crude oil–based product?
Oil
Gasoline
Diesel fuel
All of the answers listed

IncorrectQuestion 28
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Which of the following could be considered a franchise?
Which of the following could be considered a franchise?
Goodyear
AAMCO
Jiffy Lube
All of the answers listed

IncorrectQuestion 29
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If you tell a customer his vehicle will be finished at 3:00, you should plan on finishing it:
If you tell a customer his vehicle will be finished at 3:00, you should plan on finishing it:
at 3:00.
prior to 3:00.
anytime between 3:00 and 4:00.
None of the answers listed

IncorrectQuestion 30
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Good leadership skills involve all of the following, EXCEPT:
Good leadership skills involve all of the following, EXCEPT:
setting a clear vision of the goals.
bickering and blaming others for mistakes.
recognizing team members’ weaknesses.
empowering each team member to contribute their best efforts.

IncorrectQuestion 31
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A _______________ statement can urge the speaker to elaborate on a particular topic.
A _______________ statement can urge the speaker to elaborate on a particular topic.
supporting
validating
nonverbal
None of the answers listed

IncorrectQuestion 32
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Which of the following is a typical duty of a lube technician?
Which of the following is a typical duty of a lube technician?
Perform visual inspections
Replace engine assemblies
Diagnose faults in steering systems
Replace transmissions

IncorrectQuestion 33
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Technician A says the quality of our customer service influences people to choose our place of business over our competitors. Technician B says CSI stands for Client Service Information rating. Who is correct?
Technician A says the quality of our customer service influences people to choose our place of business over our competitors. Technician B says CSI stands for Client Service Information rating. Who is correct?
Technician A
Technician B
Both Technician A and Technician B
Neither Technician A nor Technician B

Question 34
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All of the following will be perceived negatively by customers, EXCEPT:
All of the following will be perceived negatively by customers, EXCEPT:
a disorganized shop.
clutter.
dirty areas.
an organized desk.

Question 35
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All of the following would be items found on a vehicle checklist, EXCEPT:
All of the following would be items found on a vehicle checklist, EXCEPT:
fuel system.
brakes.
carpet wear.
driveline.

Question 36
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If you are taking notes, be sure to look up periodically and:
If you are taking notes, be sure to look up periodically and:
make eye contact with the person.
record word for word what the speaker is saying.
smile constantly and don’t talk.
None of the answers listed

Question 37
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The modern vehicle contains all of the following complex systems, EXCEPT:
The modern vehicle contains all of the following complex systems, EXCEPT:
electrical systems.
electronic systems.
mechanical systems.
hydro-electrical systems.

IncorrectQuestion 38
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The active listener focuses all of his or her attention on the:
The active listener focuses all of his or her attention on the:
vehicle being worked on.
speaker.
shop schedule.
supervisor.

IncorrectQuestion 39
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Which of the following is NOT an area in which a heavy line technician would typically specialize?
Which of the following is NOT an area in which a heavy line technician would typically specialize?
Engines
Engine performance
Final drives
Transmission

IncorrectQuestion 40
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Which of the following is NOT a type of question?
Which of the following is NOT a type of question?
Open question
Closed question
Yes or no questions
Four way question
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