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ASE C1 Automobile Service Consultant study materials
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ASE C1 Automobile Service Consultant practice questions

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Question 1Customer Relations and Communication

A customer is describing an intermittent rattle. Which action best demonstrates active listening?

  1. Interrupting to explain the most likely cause before the customer finishes
  2. Repeating the concern back in your own words and asking a clarifying question Correct answer.
  3. Nodding while entering the appointment without making eye contact
  4. Telling the customer that intermittent noises are usually harmless

Explanation

Active listening requires the consultant to confirm understanding, which is done by paraphrasing the concern and asking a clarifying question. This also gives the customer confidence that the concern will be documented accurately for the technician.

Question 2Customer Relations and Communication

A technician reports that a vehicle has a 'P0171 lean condition due to a vacuum leak at the intake manifold gasket.' Which statement best conveys this to the customer?

  1. The fuel trim is maxed out positive, so the PCM is adding fuel
  2. The intake manifold gasket failed a smoke test and needs replacement
  3. Extra air is leaking past a gasket, so the computer adds too much fuel Correct answer.
  4. You have a P0171 code and a vacuum leak at the intake gasket

Explanation

Customer-friendly communication replaces codes, acronyms, and test names with a plain description of what is wrong and what effect it has. This lets the customer make an informed decision about the repair.

Question 3Customer Relations and Communication

Which practice reflects proper telephone etiquette when answering the service department line?

  1. Answer with 'Service,' then wait for the customer to speak
  2. Answer promptly, give the dealership and your name, and offer help Correct answer.
  3. Let the phone ring until you finish your current conversation
  4. Transfer the call to the parts department so you can keep working

Explanation

Prompt answering with an identification of the business and the individual, followed by an offer of assistance, is the standard for professional phone contact. It establishes who is speaking and reassures the caller that the call reached the right place.

Question 4Customer Relations and Communication

Which behavior best supports a positive in-person greeting at the service drive?

  1. Continuing to type at the computer while the customer is speaking
  2. Facing the customer, making eye contact, and using their name Correct answer.
  3. Looking at the customer only when handing over the keys
  4. Standing behind the counter with arms crossed

Explanation

Nonverbal signals such as facing the customer, eye contact, and using the name convey attention and respect. These behaviors set the tone for the entire service visit.

Question 5Customer Relations and Communication

A customer drops off a vehicle for diagnosis only. What is the most appropriate expectation to set?

  1. When the vehicle will be inspected and that you will call before any repairs Correct answer.
  2. That the vehicle will be repaired and ready for pickup by the end of the day
  3. That the diagnosis is always free of charge
  4. That the technician will call the customer directly as soon as the cause is found

Explanation

For a diagnosis-only visit, the consultant should commit to a timeframe for inspection and to contacting the customer with findings and cost before any work is authorized. This prevents surprises on the final invoice.

Question 6Customer Relations and Communication

Why should a customer receive a copy of the signed repair order?

  1. So the technician knows which bay to use for the repair
  2. So the customer has a record of the authorized work and the estimated cost Correct answer.
  3. So the shop can charge storage fees if the vehicle is not picked up promptly
  4. So the parts department can order the correct components for the job

Explanation

The signed repair order documents what the customer authorized and what the estimated charge is. Giving the customer a copy protects both parties and reduces billing disputes at pickup.

Question 7Customer Relations and Communication

A customer emails asking whether their car needs an oil change before a long trip. Which reply is most appropriate?

  1. A one-line reply sent a week later that says yes
  2. A reply telling the customer to read the owner's manual
  3. A reply that includes the full price list and the warranty disclaimer
  4. A prompt reply with the mileage interval and an offer to schedule Correct answer.

Explanation

Written replies should be timely, answer the question in plain terms, and offer a next step. Referencing the mileage interval and inviting the customer to schedule moves the conversation toward a booking.

Question 8Customer Relations and Communication

You are on the phone and a customer walks up to the service counter. What should you do?

  1. Make eye contact, greet the customer briefly, then finish the call Correct answer.
  2. Hand the customer a number and continue the phone call
  3. Finish the phone call completely before looking up at the customer
  4. Wave the customer toward the waiting area without saying anything

Explanation

Acknowledging the person who is physically present shows recognition while respecting the caller already on the line. The brief greeting buys a moment to finish the call professionally.

Question 9Customer Relations and Communication

A customer arrives angry that a repair took longer than promised. What is the best first step?

  1. Explain that the delay was caused by the parts department
  2. Let the customer finish without interruption, then acknowledge the inconvenience Correct answer.
  3. Ask the customer to lower their voice before continuing
  4. Offer a discount before hearing the full complaint

Explanation

De-escalation starts with allowing the customer to be heard and acknowledging the impact of the problem. Once the emotion is recognized, the consultant can move to facts and solutions.

Question 10Customer Relations and Communication

A customer says the recommended brake repair is too expensive. What is the most effective response?

  1. Immediately offer a 20 percent discount to keep the sale
  2. Recommend only the cheapest pads and skip the rest of the work
  3. Tell the customer that every shop charges about the same
  4. Review what the price covers and the risk of postponing the repair Correct answer.

Explanation

Price objections are best handled by clarifying value, explaining what is included, and describing the consequence of delay. This respects the customer's budget while keeping the safety recommendation intact.

Question 11Customer Relations and Communication

A customer declines a recommended coolant flush. What should the service consultant do?

  1. Refuse to release the vehicle to the customer until the service has been approved
  2. Note the declined service on the repair order and have the customer sign it Correct answer.
  3. Remove the recommendation from the record to avoid conflict
  4. Perform the service anyway and note it on the invoice

Explanation

A declined recommendation must be documented and acknowledged by the customer so the record shows the service was offered and refused. This protects the shop if a related failure occurs later.

Question 12Customer Relations and Communication

A customer returns two days after a repair with the same complaint. What is the best approach?

  1. Explain that the repair was completed correctly and the issue must be unrelated
  2. Schedule the vehicle for a future appointment when the shop is slower
  3. Ask the customer to keep driving until the problem gets worse
  4. Apologize, schedule a prompt recheck, and record the details of the complaint Correct answer.

Explanation

A comeback should be treated as a priority because it directly affects trust in the repair. Apologizing, rechecking promptly, and documenting the concern keeps the relationship intact and supports diagnosis.

Question 13Customer Relations and Communication

A customer asks whether a failed component will be covered by warranty. What is the appropriate response?

  1. Tell the customer to call the manufacturer directly and handle it alone
  2. Promise that the repair will be free because the vehicle is still fairly new
  3. State that the repair is definitely not covered because of the vehicle's age
  4. Explain that coverage depends on the manufacturer and you will verify it Correct answer.

Explanation

Warranty decisions rest with the manufacturer, so the consultant should explain the process and commit to verifying coverage. Promising an outcome that has not been approved creates a dispute later.

Question 14Customer Relations and Communication

Two customers are at the counter. One asks about the repair on the other customer's car. What should you do?

  1. Provide only the total cost of the other repair
  2. Ask the other customer for permission in front of everyone at the counter
  3. Share the repair status of the other vehicle since both customers are present
  4. Decline to discuss the other customer's vehicle and offer to help with their own Correct answer.

Explanation

Repair information belongs to the vehicle owner and should not be disclosed to anyone else without authorization. Redirecting the conversation protects the other customer's privacy.

Question 15Customer Relations and Communication

A customer says, 'It feels like it's slipping when I go up hills.' What is the best way to record this concern?

  1. Ask the customer to diagnose the problem before booking an appointment
  2. Record the customer's words, then ask when and where the symptom occurs Correct answer.
  3. Write 'transmission needs replacement' on the repair order
  4. Write 'no problem found' on the repair order because the description is vague

Explanation

A verifiable concern written in the customer's own words, plus details about when it occurs, gives the technician a starting point for diagnosis. The consultant should not substitute a diagnosis for the customer's description.

Question 16Customer Relations and Communication

The vehicle needs to stay overnight because a part arrived late. What should the consultant do?

  1. Send the invoice by email without comment
  2. Call before the promised time to explain the delay and set a new time Correct answer.
  3. Wait until the customer calls to ask about the vehicle
  4. Tell the customer at pickup that the delay could not be avoided

Explanation

Proactive contact before the promised deadline preserves trust and lets the customer adjust transportation plans. Waiting to be asked makes the shop appear disorganized.

Question 17Customer Relations and Communication

A customer asks to stand next to the technician in the service bay to watch the repair. What is the best response?

  1. Refuse firmly and return to your desk without further explanation
  2. Allow it, since the customer owns the vehicle and has a right to watch
  3. Explain the safety policy and offer a viewing area or periodic updates Correct answer.
  4. Give safety glasses and let them walk through the shop on their own

Explanation

Shop insurance and safety rules normally prohibit customers in the work area, and the consultant should explain the policy rather than simply saying no. Offering an alternative keeps the customer informed and engaged.

Question 18Customer Relations and Communication

What is the main purpose of a follow-up call after a repair is completed?

  1. To ask the customer to complete a survey about the technician
  2. To confirm the concern is fixed and answer any questions Correct answer.
  3. To remind the customer of the next scheduled maintenance
  4. To collect payment if the balance was not settled at pickup

Explanation

The follow-up call verifies that the repair solved the customer's concern and gives the shop a chance to catch any remaining issue early. It is a service-quality tool rather than a sales or collection tool.

Question 19Customer Relations and Communication

A customer has limited English proficiency and is unsure what a repair involves. What is the best approach?

  1. Speak louder and repeat the same technical explanation
  2. Hand the customer the estimate and ask them to sign
  3. Use plain words, show the parts, and give a short written summary Correct answer.
  4. Ask the customer to bring an English-speaking friend to the next visit

Explanation

Understanding improves when information is presented in simple language, supported by visual aids, and reinforced in writing. The goal is informed authorization, not simply a signature.

Question 20Customer Relations and Communication

A customer demands a free repair that is outside your authorization. What is the best action?

  1. Tell the customer that the decision is impossible and end the conversation
  2. Explain your limits and bring in the manager to review the request Correct answer.
  3. Approve the free repair to avoid a complaint
  4. Promise the repair now and ask your manager afterward

Explanation

The consultant should be honest about the limits of their authority and escalate decisions that exceed it. Involving the manager keeps the customer engaged and preserves the shop's control over goodwill costs.

Question 21Customer Relations and Communication

A customer posts a negative review online about a repair. What is the most appropriate response?

  1. Reply briefly, thank them, and invite them to contact you privately to resolve it Correct answer.
  2. Ignore the review and instruct the staff not to discuss it with anyone
  3. Offer a public discount to any customer who mentions the review online
  4. Reply publicly with the repair order details to show the shop did the job correctly

Explanation

A short public response that acknowledges the concern and moves the conversation offline protects the shop's image while avoiding disclosure of private information. It also shows other readers that the business responds to feedback.

Question 22Customer Relations and Communication

A customer asks you to describe a repair to their extended warranty company in a way that makes an excluded failure sound covered. What should you do?

  1. Help the customer by describing the failure in whatever terms the warranty company prefers
  2. Write the claim but leave out the cause of the failure
  3. Ask the technician to change the diagnosis to match the warranty
  4. Describe the failure accurately and let the warranty company decide coverage Correct answer.

Explanation

Claim information must be accurate, because misrepresenting a failure is fraud regardless of who requests it. The consultant can help by documenting the facts thoroughly and submitting a complete claim.

Question 23Customer Relations and Communication

A long-time customer has a failure just after the warranty expires and asks for help. What is the best approach?

  1. Review the service history and ask management about a goodwill decision Correct answer.
  2. Promise a free repair before checking with the service manager
  3. Offer a discount on an unrelated service instead of addressing the failure
  4. Refuse any assistance because the warranty has already ended

Explanation

Goodwill decisions are made by management using loyalty and service history as supporting evidence. The consultant's role is to gather that information and present the case rather than to decide or deflect.

Question 24Customer Relations and Communication

A customer reports a noise that occurs only occasionally. Which communication best sets realistic expectations?

  1. Promise to replace the most likely component and see if the noise goes away
  2. Tell the customer the noise will be located during a standard one-hour inspection
  3. Explain that intermittent faults may need extra test time and state the charges Correct answer.
  4. Advise the customer to come back only after the noise becomes constant

Explanation

Intermittent faults often require extended testing or a road test with the customer, and diagnostic charges should be explained up front. Being honest about the difficulty prevents a dispute if the noise is not reproduced.

Question 25Customer Relations and Communication

A salesperson promised a customer the car would be ready at noon, but the shop cannot finish until late afternoon. What should the service consultant do?

  1. Deliver the vehicle unfinished and ask the customer to return another day
  2. Ask the salesperson to call the customer and handle the explanation
  3. Call the customer as soon as the conflict is known and give the new time Correct answer.
  4. Wait until noon and explain the delay when the customer arrives to pick up

Explanation

When a promise made elsewhere conflicts with shop reality, the customer should hear the corrected information from the service department as early as possible. Early contact preserves trust and allows the customer to adjust plans.

Question 26Customer Relations and Communication

A customer walks into the service drive and no one greets them for several minutes. Which practice best describes the standard for acknowledging arriving customers?

  1. Acknowledge the customer within about 30 seconds Correct answer.
  2. Ask the customer to wait in the lounge until called
  3. Finish all paperwork before greeting anyone new
  4. Wait until the customer reaches the counter before looking up

Explanation

Arriving customers should be acknowledged promptly, even when the consultant is occupied with another task. A quick greeting and an estimate of when you will be free keeps the customer from feeling ignored.

Question 27Customer Relations and Communication

A customer says the car 'acts up sometimes.' Which question best helps you gather a complete description of the concern?

  1. Did another shop already look at this for you?
  2. Does it happen when the engine is cold or only when warm?
  3. Can you walk me through exactly what happens and when? Correct answer.
  4. Is it the transmission?

Explanation

An open-ended question invites the customer to describe the symptom in their own words, which is the starting point for an accurate repair order. Narrow or leading questions come later, once the general description is captured.

Question 28Customer Relations and Communication

A customer asks what a 'P0171' means. Which reply best follows good communication practice?

  1. The computer sees too much air or too little fuel; we'll confirm why. Correct answer.
  2. That's a powertrain code, so you'd have to ask the technician.
  3. It's a manufacturer-specific code that customers don't need to worry about.
  4. It means the fuel trim is lean on bank one.

Explanation

Translating the code into plain language tells the customer what the vehicle is doing while leaving the exact cause open until testing is complete. Technical terms and reassurances without information leave the customer uninformed.

Question 29Customer Relations and Communication

A customer is on the phone and you need to check a part number. What is the best practice?

  1. Tell the customer you will call back and hang up
  2. Ask permission and explain how long it may take Correct answer.
  3. Set the phone down and check without saying anything
  4. Transfer the call to parts without telling the customer

Explanation

The customer needs to know the line is still active and roughly how long the wait will be. Asking permission and giving a time frame respects the customer's time and prevents a dropped or abandoned call.

Question 30Customer Relations and Communication

A technician finds an additional needed repair during the job. What should the service consultant do before the work proceeds?

  1. Add it to the final bill only if the cost is under a set dollar limit
  2. Approve it and tell the customer at pickup
  3. Contact the customer, explain the finding, and get approval Correct answer.
  4. Ask the technician to decide whether it is urgent

Explanation

Additional work requires the customer's informed authorization, which means explaining the finding and the cost before the repair proceeds. A shop-set dollar threshold is not the same thing as customer approval.

Question 31Customer Relations and Communication

When handing back the keys, which action best completes the service visit?

  1. Hand over the invoice and wish the customer a good day
  2. Explain only the items the customer asked about
  3. Ask the customer to leave a positive survey rating
  4. Review the work done, the charges, and future needs Correct answer.

Explanation

A brief review at delivery connects the repair to the invoice and sets up the next maintenance interval. This closing step reduces billing questions and builds repeat business.

Question 32Customer Relations and Communication

A customer calls for the service manager, who is in a meeting. What is the best action?

  1. Record the caller's name, number, and reason, and confirm follow-up Correct answer.
  2. Promise the manager will call within five minutes
  3. Give the caller the manager's personal cell number
  4. Tell the caller the manager is unavailable and suggest calling back

Explanation

A complete message with a confirmed follow-up keeps the contact from being lost. Promising a specific call time you cannot control creates a second disappointment.

Question 33Customer Relations and Communication

After hearing a customer's concern, the consultant says, 'So the vibration shows up at about 60 mph and stops when you slow down. Is that right?' What is this technique called and why is it used?

  1. Closing; it moves the customer toward a purchase
  2. Deflecting; it shifts attention away from the customer's complaint
  3. Paraphrasing; it confirms the concern was understood correctly Correct answer.
  4. Upselling; it introduces additional services

Explanation

Restating the concern in your own words and checking it back with the customer verifies accuracy before the repair order is written. It also shows the customer that you were listening.

Question 34Customer Relations and Communication

A customer drops off a car with an intermittent electrical fault. What is the most professional way to set expectations?

  1. Explain that diagnosis may take time and agree on a check-in time Correct answer.
  2. Promise a same-day answer so the customer does not worry about the delay
  3. Say nothing until the technician has an answer
  4. Quote a repair price before the cause is known

Explanation

Diagnosis of an intermittent fault can take time, so the customer should know that and have a scheduled point of contact. This prevents repeated calls and frustration while the technician works.

Question 35Customer Relations and Communication

A customer asks, 'Is it safe to drive with this noise until next week?' What is the best response?

  1. Describe the risk plainly and advise against delay if safety is affected Correct answer.
  2. Tell the customer to keep driving and bring it in whenever it is convenient
  3. Refuse to answer because it is a legal question
  4. Yes, most noises are not related to safety and can wait

Explanation

The consultant should describe the possible risk in plain language and recommend prompt attention when safety could be affected. Giving a blanket clearance or a blanket refusal both fail the customer.

Question 36Customer Relations and Communication

A customer wants to supply their own brake pads. How should the consultant respond?

  1. Agree, and price the labor the same as with shop parts
  2. Install the parts and tell the customer to keep the receipt in case of a warranty claim
  3. Refuse the job outright and say the shop never does this
  4. Explain the shop's policy on customer parts and what warranty applies Correct answer.

Explanation

The customer needs to understand the shop's policy before work begins, including what happens if a supplied part fails. Stating the policy clearly avoids a dispute later.

Question 37Customer Relations and Communication

A caller asks for the exact price to replace a water pump without bringing the car in. What is the best response?

  1. Decline to discuss any pricing until the vehicle has been disassembled
  2. Give an estimate range for that vehicle and note what could change it Correct answer.
  3. Give the lowest possible price so the caller does not hang up
  4. Quote the price from a similar job you remember

Explanation

A range based on the actual vehicle gives useful information while acknowledging that the final price depends on what is found. It keeps the conversation moving without creating a false promise.

Question 38Customer Relations and Communication

The final bill is higher than the verbal estimate because of seized fasteners. The customer is upset. What is the best approach?

  1. Explain the added labor, show the approval record, and offer options Correct answer.
  2. Explain that the technician underestimated the job and nothing can be done
  3. Tell the customer estimates are never binding and move on
  4. Reduce the bill without explanation to avoid a complaint

Explanation

The customer deserves to see why the cost changed and how the added work was authorized. Reviewing the record together and offering options keeps the conversation constructive.

Question 39Customer Relations and Communication

A customer insists on speaking with the manager about a technician's comment. The manager is on another call. What is the best action?

  1. Ask the customer to write the complaint down and mail it to the dealership
  2. Say the manager is too busy and change the subject
  3. Acknowledge the concern, note the details, and arrange a prompt call back Correct answer.
  4. Defend the technician and explain why the comment was reasonable

Explanation

Escalation requests should be honored rather than deflected, and the details should be captured accurately for the manager. A prompt, specific commitment to follow up keeps the situation from growing.

Question 40Customer Relations and Communication

The technician tells you at 10 a.m. that a job promised for noon will not be done until 4 p.m. What should you do?

  1. Call the customer now with the new time and the reason Correct answer.
  2. Have the technician call the customer personally once the job is finished
  3. Wait until 4 p.m. and explain when the customer arrives
  4. Let the customer discover the delay at the cashier

Explanation

Proactive contact lets the customer rearrange transportation and appointments before the original promise is broken. Calling after the fact turns a scheduling problem into a trust problem.

Question 41Customer Relations and Communication

A customer declines the recommended transmission service. What should the consultant do?

  1. Warn the customer that the shop will not be responsible for any future failure
  2. Perform the service anyway since it is good for the car
  3. Note the decline on the repair order and have the customer initial it Correct answer.
  4. Skip the recommendation in the file to avoid a dispute later

Explanation

The repair order should show what was recommended and that the customer chose to decline it, with the customer's acknowledgment. This protects both parties and keeps the vehicle history accurate.

Question 42Customer Relations and Communication

A customer sends an angry email full of complaints. Which reply best meets professional standards?

  1. Reply with a short message saying the complaint is unfounded
  2. Reply promptly, acknowledge the concern, and state the next step Correct answer.
  3. Reply in kind so the customer understands how frustrated the shop feels too
  4. Forward the email to the whole staff so everyone is aware

Explanation

A written reply should be timely, respectful, and concrete about what happens next. Matching the customer's tone or brushing off the complaint escalates the exchange and leaves a permanent record of poor service.

Question 43Customer Relations and Communication

A customer has difficulty hearing. What is the best way to communicate during the write-up?

  1. Ask a family member to do all the talking
  2. Speak much louder and repeat the same words
  3. Hand the customer a brochure and let them read the details at home later
  4. Face the customer, cut background noise, and confirm in writing Correct answer.

Explanation

Facing the customer improves lip reading, reducing ambient noise helps intelligibility, and a written summary confirms understanding. Redirecting all communication to someone else removes the customer's own involvement.

Question 44Customer Relations and Communication

A customer wants to wait for a four-hour repair. What is the best response?

  1. Promise the job will be finished much sooner than planned
  2. Explain the time involved and offer shuttle or drop-off options Correct answer.
  3. Let the customer wait in the lounge without mentioning the expected time
  4. Insist the customer leave because waiting is not allowed

Explanation

The customer should decide how to spend four hours with accurate information in hand. Offering alternatives respects their time without pressuring them.

Question 45Customer Relations and Communication

A customer picks up the car and finds grease on the driver's seat. What is the best response?

  1. Offer a discount on the next visit instead of cleaning it
  2. Ask the customer to prove the grease was not already there before the visit
  3. Apologize, arrange cleaning, and note the issue on the record Correct answer.
  4. Explain that some dirt is normal in a repair shop

Explanation

The shop should take responsibility for damage that occurred while the vehicle was in its care and correct it promptly. Recording the issue also helps the shop track and prevent repeat problems.

Question 46Customer Relations and Communication

A customer asks you to describe a failed engine part as a 'sudden defect' so their extended warranty will pay, even though it failed from lack of maintenance. What should you do?

  1. Refuse, and suggest the customer call the warranty company directly
  2. Write two versions of the description and let the customer pick
  3. Describe the failure accurately and let the warranty company decide Correct answer.
  4. Use the wording the customer requests to help them out

Explanation

The shop's documentation must reflect what was actually observed, regardless of what the customer wants the warranty company to hear. Accurate records protect the shop and leave the coverage decision where it belongs.

Question 47Customer Relations and Communication

A customer says they will sue over a repair and demands the technician's name. What is the first thing the consultant should do?

  1. Stay calm, document the complaint, and involve management promptly Correct answer.
  2. Admit the shop was at fault to calm the customer down
  3. Give the technician's name and personal phone number
  4. Refuse to discuss anything further until a lawyer contacts the dealership

Explanation

Threats of legal action require a calm, factual record and management involvement rather than an on-the-spot admission or confrontation. Documenting the customer's exact complaint preserves the shop's position.

Question 48Customer Relations and Communication

An older customer seems confused about the repair and a relative calls asking for details. What is the best approach?

  1. Get the customer's permission before sharing details with the relative Correct answer.
  2. Discuss the repair only if the relative comes to the shop in person
  3. Refuse to speak with the relative and hang up
  4. Share everything with the relative since they are family

Explanation

Repair details belong to the customer, and consent should be obtained before sharing them with anyone else, including family. A confused customer may still be capable of granting that permission.

Question 49Customer Relations and Communication

The technician cannot duplicate an intermittent rattle after two days. How should the consultant explain this to the customer?

  1. Blame the customer for imagining the noise
  2. Recommend replacing parts until the noise stops
  3. Explain what was tested, what was found, and agree on next steps Correct answer.
  4. Say the shop found nothing wrong and the vehicle is perfectly fine to drive

Explanation

Describing the tests performed shows the customer that the time was spent productively and gives credibility to the result. Agreeing on what to do if the noise returns keeps the door open for a resolution.

Question 50Customer Relations and Communication

An extended warranty company approves a partial amount, leaving a balance. What is the best way to handle this with the customer?

  1. Absorb the difference without telling the customer
  2. Explain the approval and the remaining balance before work continues Correct answer.
  3. Wait until pickup to mention the balance at the cashier
  4. Tell the customer the warranty company is being unreasonable and slow

Explanation

The customer should know what the third-party payer approved and what they will owe before authorizing the repair to proceed. Disclosing the balance at pickup removes the customer's chance to make that decision.