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Warranty Admin > PERFORM ADMINISTRATIVE TASKS > Flashcards

PERFORM ADMINISTRATIVE TASKS Flashcards

1
Q

BUDGETS ARE USUALLY DEVELOPED MONTHLY.

a. TRUE
b. FALSE

A

b. FALSE (ANNUALLY)

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2
Q

ADJUSTMENTS CAN BE MADE TO A DEPARTMENT’S P&L AFTER THE REPORTING PERIOD IS CLOSED.

a. TRUE
b. FALSE

A

a. TRUE

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3
Q

A BUDGET THAT REQUIRES YOU TO JUSTIFY ALL REVENUE AND EXPENSES EACH YEAR IS A:

a. ZERO-BASED BUDGET
b. THREE-YEAR FORECASTED BUDGET
c. PRIOR YEAR BUDGET
d. JUSTIFICATION BUDGET

A

a. ZERO-BASED BUDGET

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4
Q

A BUDGET THAT IS BASED ON LAST YEAR’S BUDGET AS A GUIDE IS A:

a. ZERO-BASED BUDGET
b. THREE-YEAR FORECASTED BUDGET
c. PRIOR YEAR BUDGET
d. JUSTIFICATION BUDGET

A

c. PRIOR YEAR BUDGET

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5
Q

A COMPANY’S FISCAL PERFORMANCE IS MEASURED IN TIME BY ITS:

a. REPORTING PERIOD
b. FISCAL YEAR
c. STOCK PRICE
d. SHAREHOLDER VALUE

A

b. FISCAL YEAR

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6
Q

THE FINANCIAL REPORT THAT PROVIDES DETAILS OF INDIVIDUAL EXPENSE ITEMS IS CALLED A:

a. GENERAL LEDGER
b. P&L
c. DETAIL REPORT
d. BUDGET

A

a. GENERAL LEDGER

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7
Q

DEPARTMENT GOALS AND BUDGET SHOULD BE DEVELOPED BY MANAGEMENT AND DISTRIBUTED TO EACH DEPARTMENT TO DEFINE WHAT THEY’RE EXPECTED TO DO.

a. TRUE
b. FALSE

A

b. FALSE

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8
Q

SMART DESCRIBES CRITERIA TO APPLY WHEN SETTING YOUR GOALS.

a. TRUE
b. FALSE

A

a. TRUE

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9
Q

THE “SPECIFIC” IN SMART DEFINES THE:

a. TIMETABLE FOR ACHIEVING THE GOAL
b. PEOPLE WHO ARE INVOLVED IN THE GOAL’S ACHIEVEMENT
c. WHAT, HOW, AND WHY OF THE GOAL
d. MEASUREMENT CRITERIA FOR ACHIEVING THE GOAL

A

c. WHAT, HOW, AND WHY OF THE GOAL

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10
Q

TO MAKE A GOAL REALISTIC, YOU SHOULD:

a. MAKE IT EASY TO ATTAIN
b. MAKE IT ONE YOU CAN ACCOMPLISH WITH SOME EFFORT
c. SET IT LOWER THAN WHAT YOU THINK YOU’LL DO, SO YOU CAN ACHIEVE IT.
d. SET IT HIGHER THAN WHAT YOU THINK YOU’LL ACHIEVE, SO YOU’LL TRY HARDER.

A

b. MAKE IT ONE YOU CAN ACCOMPLISH WITH SOME EFFORT

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11
Q

DESCRIBE THE STEPS TO PARTICIPATING IN THE DEVELOPING OF DEPARTMENT GOALS AND BUDGET.

A
  1. DISCUSS WITH MANAGEMENT THE COMPANY DIRECTION FOR THE COMING YEAR AND ANY SPECIFIC ROLE THE WARRANTY DEPARTMENT PLAYS IN IT.
  2. REVIEW THE PRIOR YEAR’S BUDGET EXPECTATIONS AND TOTALS FOR EACH MONTH AND YEAR-END
  3. SET NEW BUDGET GOALS THAT MEET THE SMART CRITERIA
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12
Q

THE P&L SHOWS YOU YOUR PROGRESS TOWARD MEETING YOUR BUDGETED FINANCIAL GOALS FOR THE YEAR.

a. TRUE
b. FALSE

A

a. TRUE

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13
Q

YOU SHOULD COMPARE EACH LINE ITEM ON THE P&L TO THE BUDGET IN ORDER TO ANALYZE THE P&L CORRECTLY.

a. TRUE
b. FALSE

A

a. TRUE

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14
Q

IF YOU WERE BUDGETED TO GENERATE $100,000 IN REVENUE FOR THE MONTH AND YOU ACTUALLY GENERATED $101,000, YOU WERE:

a. SLIGHTLY UNDER BUDGET FOR THE MONTH
b. SLIGHTLY OVER BUDGET FOR THE MONTH
c. RIGHT ON BUDGET FOR THE MONTH
d. UNABLE TO TELL FROM THE DATA GIVEN

A

b. SLIGHTLY OVER BUDGET FOR THE MONTH

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15
Q

IN ORDER TO GET THE DEPARTMENT BACK ON TRACK TO ACHIEVING ITS BUDGETED FINANCIAL GOALS, YOU SHOULD:

a. DEVELOP STRATEGIES AND IMPLEMENT THEM YOURSELF AS THE MANAGER.
b. ASK YOUR BOSS WHAT ACTIONS YOU SHOULD TAKE
c. ASSIGN YOUR PEOPLE THE RESPONSIBILITY TO DEVELOP AND IMPLEMENT THE STRATEGIES.
d. WORK ON THEM AS A TEAM WITH YOUR EMPLOYEES SO EVERYONE HAS OWNERSHIP.

A

d. WORK ON THEM AS A TEAM WITH YOUR EMPLOYEES SO EVERYONE HAS OWNERSHIP.

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16
Q

WHEN ANALYZING THE INCOME AND EXPENSES SHOWN ON YOUR P&L, YOU SHOULD:

a. FOCUS ON THE ONES WITH THE LARGEST DEVIATIONS FROM BUDGET.
b. FOCUS JUST ON THE ONES THAT ARE UNDER (BELOW) BUDGET
c. FOCUS MOSTLY ON THE ONES THAT ARE ABOVE BUDGET
d. ANALYZE EACH LINE SO YOU CAN GET A BETTER OVERALL PICTURE OF WHERE YOU ARE.

A

d. ANALYZE EACH LINE SO YOU CAN GET A BETTER OVERALL PICTURE OF WHERE YOU ARE

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17
Q

MORE CORRESPONDENCE IS COMPLETED THROUGH HAND OR TYPEWRITTEN LETTERS THAN THROUGH E-MAIL.

a. TRUE
b. FALSE

A

b. FALSE

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18
Q

CORRESPONDENCE CAN INCLUDE E-MAIL, WRITTEN LETTERS, PHONE, OR FAX.

a. TRUE
b. FALSE

A

a. TRUE

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19
Q

EACH NEW SUBJECT E-MAIL SHOULD CONTAIN A SALUTATION OR GREETING.

a. TRUE
b. FALSE

A

a. TRUE

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20
Q

ALL OF THE FOLLOWING ARE RULES OF E-MAIL ETIQUETTE EXCEPT:

a. TRY TO KEEP THE LENGTH TO ONE PAGE
b. USE CAPITALIZATION AND PUNCTUATION THE SAME WAY YOU WOULD IN ANY OTHER DOCUMENT.
c. WRITE AN APPROPRIATE AND SPECIFIC SUBJECT IN THE SUBJECT LINE.
d. RESPOND TO ALL E-MAILS BY THE END OF THE WEEK

A

d. RESPOND TO ALL E-MAILS BY THE END OF THE WEEK

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21
Q

WHEN PROCESSING CORRESPONDENCE, YOU WOULD DO ALL OF THE FOLLOWING EXCEPT:

a. RESPOND IN THE MANNER MOST APPROPRIATE TO THE INQUIRY
b. RESEARCH THE INQUIRY OR REQUEST TO OBTAIN NEEDED INFORMATION
c. REQUEST THE INQUIRY FIRST BE SCREENED BY SOMEONE ELSE
d. REVIEW THE CONTENTS OF THE CORRESPONDENCE

A

c. REQUEST THE INQUIRY FIRST BE SCREENED BY SOMEONE ELSE.

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22
Q

DESCRIBE THE THREE STEPS TO PROCESSING CORRESPONDENCE

A
  1. REVIEW THE CONTENTS OF THE CORRESPONDENCE
  2. RESEARCH THE REQUEST OR INQUIRY TO OBTAIN THE INFORMATIONNEEDED TO RESPOND APPROPRIATELY
  3. RESPOND TO THE REQUEST/INQUIRY IN THE MOST APPROPRIATE MANNER
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23
Q

WARRANTY FILES SHOULD BE KEPT INDEFINITELY.

a. TRUE
b. FALSE

A

b. FALSE

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24
Q

WARRANTY FILES CAN BE MAINTAINED BY THE MANUFACTURER.

a. TRUE
b. FALSE

A

a. TRUE

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25
Q

ALL OF THE FOLLOWING ARE CRITERIA FOR AN EFFICIENT WARRANTY FILING SYSTEM EXCEPT:

a. SECURITY
b. ELECTRONIC
c. ACCESSIBILITY
d. CONVENIENCE

A

b. ELECTRONIC

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26
Q

OUTDATED WARRANTY FILES THAT ARE NO LONGER NEEDED SHOULD BE:

a. THROWN IN THE TRASH
b. PLACED IN RECYCLING CONTAINERS
c. BURNED IN A FIREPLACE
d. SHREDDED OR PULPED

A

d. SHREDDED OR PULPED

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27
Q

DESCRIBE THE STEPS TO MAINTAINING WARRANTY FILES.

A
  1. FILE UNPAID WARRANTY CLAIMS/REPAIR ORDERS BY CUSTOMER AND BY MANUFACTURER
  2. FILE PAID WARRANTY CLAIMS/REPAIR ORDERS BY CUSTOMER AND BY MANUFACTURER
  3. LABEL PHOTOS AND FILE THEM WITH THE WARRANTY CLAIM.
  4. CREATE CUSTOMER FILES AS NEEDED.
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28
Q

ADJUSTMENTS MADE TO A TECHNICIAN’S ESTIMATED TIME FOR A PROCEDURE ARE BASED ON A DEALERSHIP’S BILLING RATE GUIDE.

a. TRUE
b. FALSE

A

b. FALSE (FLATE RATE GUIDE)

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29
Q

YOU SHOULD USE THE “THREE C “ METHOD FOR REVIEWING A TECHNICIAN’S ESTIMATE FOR WARRANTY WORK TO BE DONE.

a. TRUE
b. FALSE

A

a. TRUE

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30
Q

WHEN REQUESTING AUTHORIZATION FOR WARRANTY WORK BASED ON THE TECHNICIAN’S DESCRIPTION OF WHAT NEEDS TO BE DONE, YOU NEED TO IDENTIFY EACH PROCEDURE SEPERATELY.

a. TRUE

A

a. TRUE

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31
Q

THE AMOUNT OF TIME ESTIMATED FOR A REPAIR PROCEDURE IS IDENTIFIED BY THE:

a. JOB CODE
b. TECHNICIAN’S BILLABLE RATE
c. PARTS THAT ARE REQUIRED
d. SERVICE ADVISOR’S OPINION

A

a. JOB CODE

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32
Q

WHICH OF THE FOLLOWING IS NOT ONE OF THE “CS” IN THE “THREE C” METHOD?

a. CUSTOMER
b. COMPLAINT
c. CORRECTION
d. CAUSE

A

a. CUSTOMER

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33
Q

THE FLAT RATE MANUAL NORMALLY ALLOWS A REASONABLY COMPETENT TECHNICIAN ENOUGH TIME TO COMPLETE A REPAIR PROFITABLY.

a. TRUE
b. FALSE

A

a. TRUE

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34
Q

MANUFACTURERS NORMALLY ALLOW MORE TIME TO COMPLETE NEW- VEHICLE WARRANTY REPAIRS THAN WHAT IS SPECIFIED BY THE FLAT RATE MANUAL.

a. TRUE
b. FALSE

A

b. FALSE

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35
Q

THE FIRST STEP TO APPEALING A MANUFACTURER’S FLAT RATE TIME IS:

a. CALL THEM TO ASK IF THEY WILL APPROVE A LONGER REPAIR TIME
b. ASK THE SERVICE MANAGER TO SEND THE MANUFACTURER AN E-MAIL WITH THE REQUEST
c. COMPLETE THE MANUFACTURER’S APPEAL FORM
d. CHECK WITH OTHER DEALERSHIPS TO SEE IF THEY ARE GETTING A BETTER RATE.

A

c. COMPLETE THE MANUFACTURER’S APPEAL FORM

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36
Q

ALL OF THE FOLLOWING ARE LEGITIMATE REASONS A REPAIR MAY TAKE LONGER THAN STATED IN THE FLAT RATE MANUAL EXCEPT:

a. NEW-VEHICLE WARRANTY REPAIR TIMES STATED BY THE MANUFACTURER ARE USUALLY LESS THAN WHAT IS STATED IN THE FLAT RATE MANUAL.
b. A REPAIR MAY INVOLVE AN EXTRA STEP TAKEN TO PRESERVE AN EXPENSIVE PART
c. THE DEALERSHIP MAY NOT HAVE THE REPAIR TOOLS OR TECHNOLOGY THAT OTHER DEALERSHIPS HAVE
d. SOME TECHNICIANS ARE EXTREMELY CAREFUL DURING THE REPAIR PROCESS, WHICH ADDS TIME TO THE REPAIR.

A

d. SOME TECHNICIANS ARE EXTREMELY CAREFUL DURING THE REPAIR PROCESS, WHICH ADDS TIME TO THE REPAIR.

37
Q

DESCRIBE THE STEPS TO APPEALING A MANUFACTURER’S FLAT RATE TIME.

A
  1. COMPLETE THE MANUFACTURER’S APPEAL FORM ONCE YOU HAVE IDENTIFIED MULTIPLE INSTANCES OF EXCESSIVE REPAIR TIME BEYOND THE FLAT RATE ALLOWANCE.
  2. MAKE COPIES OF ALL THE REPAIR ORDERS THAT REFLECT EXCESSIVE REPAIR TIME FOR THE REQUIRED REPAIR.
  3. SUBMIT THE COMPLETED APPEAL TO THE MANUFACTURER.
38
Q

FLAT RATE MANUAL UPDATES MAY BE IN HARD COPY OR SOFTWARE VERSIONS.

a. TRUE
b. FALSE

A

a. TRUE

39
Q

PAGES REPLACED IN THE FLAT RATE MANUAL SHOULD BE DESTROYED BY RECYCLING.

a. TRUE
b. FALSE

A

b. FALSE

40
Q

MANUFACTURER UPDATES TO THE FLAT RATE MANUAL ARE THE RESULT OF:

a. APPEALS RECEIVED FROM SEVERAL DEALERSHIPS
b. MANDATES FROM THE FEDERAL TRADE COMMISSION
c. LETTERS FROM CUSTOMERS REQUESTING THE CHANGE
d. ACTION TAKEN BY THE MANUFACTURER’S BOARD OF DIRECTORS

A

a. APPEALS RECEIVED FROM SEVERAL DEALERSHIPS

41
Q

WHEN YOU RECEIVE UPDATED PAGES FROM THE MANUFACTURER FOR THE FLAT RATE MANUAL, YOU SHOULD:

a. SET THEM ASIDE TO REVIEW WHEN YOU HAVE TIME
b. MAKE COPIES AND DISTRIBUTE THEM TO ALL THE STAFF
c. REMOVE THE OLD PAGES AND REPLACE THEM WITH THE UPDATE PAGES.
d. NOTIFY THE MANUFACTURER THAT YOU RECEIVED THEM

A

c. REMOVE THE OLD PAGES AND REPLACE THEM WITH THE UPDATED PAGES

42
Q

UPDATED PAGES TO THE FLAT RATE MANUAL TELL YOU:

a. HOW TO SUBMIT A WARRANTY CLAIM TO THE MANUFACTURER
b. THE ACCEPTABLE BILLABLE TIME FOR A SPECIFIC REPAIR PROCEDURE
c. THE REVISED PROCEDURE TECHNICIANS SHOULD FOLLOW IN MAKING THE REPAIR
d. THE NUMBER OF WARRANTY CLAIMS SUBMITTED BY YOUR DEALERSHIP IN THE PAST SIX MONTHS.

A

b. THE ACCEPTABLE BILLABLE TIME FOR A SPECIFIC REPAIR

43
Q

SINCE 1994, THE CONSUMER PRICE INDEX (CPI) HAS INCREASED FASTER THAN WAGE RATES.

a. TRUE
b. FALSE

A

b. FALSE

44
Q

LABOR RATE INCREASES FOR WARRANTY WORK FROM MANUFACTURERS TO DEALERSHIPS ARE GRANTED ANNUALLY.

a. TRUE
b. FALSE

A

b. FALSE

45
Q

DEALERSHIPS ARE PAID DIFFERENT LABOR RATES BY THE MANUFACTURER FOR WARRANTY WORK PERFORMED.

a. TRUE
b. FALSE

A

a. TRUE

46
Q

ALL THE FOLLOWING INFORMATION IS NORMALLY REQUESTED BY A MANUFACTURER ON THEIR LABOR RATE INCREASE REQUEST FORM EXCEPT:

a. CURRENT LABOR RATE BEING PAID
b. DOCCUMENTATION TO SUPPORT THE REQUESTED INCREASE
c. ANNUAL REVENUE FOR THE DEALERSHIP
d. LABOR RATE BEING REQUESTED

A

c. ANNUAL REVENUE FOR THE DEALERSHIP

47
Q

WHEN SUBMITTING DOCUMENTATION FOR A LABOR RATE INCREASE REQUEST, ALL OF THE FOLLOWING ARE ACCEPTABLE EXCEPT:

a. BUREAU OF LABOR STATISTICS DATA FROM THE FEDERAL GOVERNMENT
b. PHOTOS OF POSTED LABOR RATES IN OTHER AREA SHOPS
c. CURRENT LABOR RATES THE DEALERSHIP CHARGES CUSTOMERS FOR NON-WARRANTY WORK
d. CURRENT PAY RATES FOR ALL DEALERSHIP PERSONNEL

A

d. CURRENT PAY RATES FOR ALL DEALERSHIP PERSONNEL

48
Q

DESCRIBE THE STEPS TO PREPARING A LABOR RATE INCREASE.

A
  1. DETERMINE THE NEED FOR THE LABOR RATE INCREASE
  2. COMPLETE THE MANUFACTURER’S LABOR RATE INCREASE FORM
  3. GATHER THE SUPPORTING DOCUMENTATION FOR THE REQUESTED INCREASE
49
Q

REQUESTS FOR LABOR RATE INCREASES FOR WARRANTY WORK SHOULD BE SENT TO SELECTED MANUFACTURERS.

a. TRUE
b. FALSE

A

b. FALSE

50
Q

YOU SHOULD ALLOW 3-4 WEEKS FOR THE MANUFACTURER TO RESPOND TO YOUR REQUEST FOR A LABOR RATE INCREASE.

a. TRUE
b. FALSE

A

a. TRUE

51
Q

YOU SHOULD SEND YOUR LABOR RATE INCREASE TO THE MANUFACTURER BY:

a. U.S. MAIL
b. FAX
c. E-MAIL
d. THE MANNER THEY SPECIFY

A

d. THE MANNER THEY SPECIFY

52
Q

AN EASY WAY TO TRACK RESPONSES TO THE LABOR RATE INCREASES YOU SEND OUT IS BY:

a. HANDWRITTEN NOTES
b. EXCEL SPREADSHEET
c. MEMORY
d. WORDPAD

A

b. EXCEL SPREADSHEET

53
Q

WHAT STEPS ARE INVOLVED WHEN REQUESTING A LABOR RATE INCREASE FROM MANUFACTURERS?

A
  1. SEND THE REQUESTED DOCUMENTS TO EACH MANUFACTURER
  2. TRACK THE RESPONSES RECEIVED
  3. FOLLOW UP WITH THE NON-RESPONDERS
54
Q

AFTER THE SOFTWARE SYSTEM IS UPDATED, THE NEW LABOR RATE WILL AUTOMATICALLY BE APPLIED TO INVOICES THAT ARE GENERATED.

a. TRUE
b. FALSE

A

a. TRUE

55
Q

HOW YOU UPDATE THE LABOR RATE IN YOUR SYSTEM SOFTWARE IS THE SAME AS ALL OTHER DEALERSHIPS.

a. TRUE
b. FALSE

A

b. FALSE

56
Q

THE SYSTEM WILL CALCULATE THE INVOICE AMOUNT BASED ON THE LABOR RATE AND THE _______.

a. HOURS WORKED
b. BILLABLE HOURS
c. PARTS USED
d. SHOP SUPPLIES USED

A

b. BILLABLE HOURS

57
Q

YOU SHOULD VERIFY THE SYSTEM IS CALCULATING CORRECTLY AFTER ENTERING A NEW LABOR RATE BY:

a. PERFORMING A SYSTEM TEST
b. DOING SIDE-BY-SIDE TEST RUNS
c. ENTERING BILLABLE HOURS AND CONFIRMING THE RESULT IS CORRECT
d. USING A CALCULATOR TO VERIFY THE FINAL PRODUCT IS CORRECT.

A

c. ENTERING BILLABLE HOURS AND CONFIRMING THE RESULT IS CORRECT

58
Q

EVERY EMPLOYEE HAS A RESPONSIBILITY TO KEEP HIS OR HER SUPERVISOR INFORMED ABOUT HIS OR HER WORK PROGRESS.

a. TRUE
b. FALSE

A

a. TRUE

59
Q

ONE WAY TO COMMUNICATE EFFECTIVELY WITH YOUR SUPERVISOR IS TO LET HIM OR HER KNOW WHEN OTHER EMPLOYEES MAKE MISTAKES.

a. TRUE
b. FALSE

A

b. FALSE

60
Q

YOU SHOULD AVOID BEING TOO FRIENDLY WITH YOUR SUPERVISOR BECAUSE IT MIGHT MAKE OTHER EMPLOYEES DISTRUST YOU.

a. TRUE
b. FALSE

A

a. TRUE

61
Q

ALL OF THE FOLLOWING ARE LEGITIMATE REASONS TO COMMUNICATE WITH YOUR SUPERVISOR EXCEPT:

a. TO ASK A QUESTION FOR WHICH YOU NEED INFORMATION OR A DECISION
b. TO MAKE A SUGGESTION
c. TO DISCUSS A CONCERN OR ISSUE
d. TO REPORT ON ANOTHER EMPLOYEE

A

d. TO REPORT ON ANOTHER EMPLOYEE

62
Q

THE BEST WAY TO COMMUNICATE WITH YOUR SUPERVISOR IS:

a. BY EMAIL
b. BY WRITTEN NOTES
c. FACE-TO-FACE
d. THE MANNER IN WHICH YOUR SUPERVISOR PREFERS

A

d. THE MANNER IN WHICH YOUR SUPERVISOR PREFERS

63
Q

AN APPROVAL FROM THE MANUFACTURER TO A WARRANTY AUTHORIZATION REQUEST IS REQUIRED BEFORE THE WORK ON THE CUSTOMER’S UNIT CAN BE PERFORMED.

a. TRUE
b. FALSE

A

a. TRUE

64
Q

WHEN A WARRANTY AUTHORIZATION REQUEST IS APPROVED, PAYMENT WILL BE MADE BY THE CUSTOMER UP TO THE DEDUCTIBLE AMOUNT.

a. TRUE
b. FALSE

A

b. FALSE

65
Q

IF A MANUFACTURER ASKS FOR ADDITIONAL INFORMATION ABOUT A PREVIOUSLY SUBMITTED REQUEST, YOU SHOULD:

a. RESUBMIT THE ORIGINAL REQUEST
b. PROVIDE THE REQUESTED INFORMATION PROMPTLY
c. CONTACT THE CUSTOMER TO ADVISE THEM OF THE REQUEST
d. REVIEW THE REQUEST AND FILE IT IN THE AUTHORIZATION REQUEST FILE.

A

b. PROVIDE THE REQUESTED INFORMATION PROMPTLY

66
Q

AN EASY WAY TO TRACK MANUFACTURER RESPONSES TO YOUR WARRANTY AUTHORIZATION REQUESTS IS BY:

a. HANDWRITTEN NOTES
b. EXCEL SPREADSHEET
c. MEMORY
d. WORDPAD

A

b. EXCEL SPREADSHEET

67
Q

WHAT ARE THE STEPS TO MONITORING WARRANTY AUTHORIZATION REQUESTS?

A
  1. MAINTAIN A FILE OR LOG OF AUTHORIZATION REQUESTS
  2. TRACK THE AUTHORIZATION REQUEST RESPONSES
  3. PROVIDE ADDITIONAL INFORMATION AS REQUESTED.
68
Q

A RECOMMENDED MAINTENANCE SCHEDULE CAN BE FOUND IN THE OPERATING MANUAL THAT COMES WITH THE EQUIPMENT.

a. TRUE
b. FALSE

A

a. TRUE

69
Q

REPLACING A BURNED-OUT BULB IN A PROJECTOR IS AN EXAMPLE OF PREVENTATIVE MAINTENANCE.

a. TRUE
b. FALSE

A

b. FALSE

70
Q

MAINTENANCE OR SERVICE AGREEMENTS ARE USUALLY PROVIDED BY THE MANUFACTURER AT NO CHARGE TO SIMPLIFY MAINTENANCE FOR THE CUSTOMER.

a. TRUE
b. FALSE

A

b. FALSE

71
Q

A MAINTENANCE AGREEMENT ON A PIECE OF OFFICE EQUIPMENT IS MOST LIKELY TO BE BENEFICIAL IF:

a. IT COSTS LESS THAN THE PURCHASE OR LEASE COST OF THE EQUIPMENT.
b. THE TECHNOLOGY USED ON THE EQUIPMENT IS TOO COMPLEX TO MAINTAIN IN-HOUSE.
c. THE EQUIPMENT IS OLD AND OUTDATED
d. YOU USE THEM ONLY AFTER YOU HAVE TRIED TO MAINTAIN IT YOURSELF.

A

b. THE TECHNOLOGY USED ON THE EQUIPMENT IS TOO COMPLEX TO MAINTAIN IN-HOUSE.

72
Q

REPLACING THE TONER CARTRIDGE IN A COPIER OR FAX MACHINE IS AN EXAMPLE OF WHAT TYPE OF MAINTENANCE?

a. ROUTINE
b. PREVENTATIVE
c. RESTORATIVE
d. MAJOR

A

a. ROUTINE

73
Q

HOW HAVE ADVANCES IN TECHNOLOGY MADE IT MORE DIFFICULT TO MAINTAIN TODAY’S OFFICE EQUIPMENT?

A

THE DIGITAL TECHNOLOGY USED MORE COMMONLY IN TODAY’S OFFICE EQUIPMENT IS HIGHLY COMPLEX AND ONLY TRAINED TECHNICIANS SHOULD DO ANY NEEDED REPAIR WORK.

74
Q

CALIFORNIA AND NEW YORK WERE THE FIRST STATES TO PASS LEMON LAWS.

a. TRUE
b. FALSE

A

b. FALSE (CALIFORNIA AND CONNETICUT)

75
Q

THE MANUFACTURER - NOT THE DEALER - IS RESPONSIBLE FOR BUYING BACK A LEMON.

a. TRUE
b. FALSE

A

a. TRUE

76
Q

APPROXIMATELY 10 PERCENT OF ALL NEW VEHICLES QUALIFY AS LEMONS UNDER STATE LAWS.

a. TRUE
b. FALSE

A

b. FALSE (1 PERCENT)

77
Q

ALL OF THE FOLLOWING ARE UNIVERSAL DEFINITIONS OF LEMON VEHICLES EXCEPT:

a. ONE THAT HAS BEEN IN THE SHOP AT LEAST THREE TIMES FOR A REPAIR.
b. ONE THAT HAS BEEN IN THE SHOP MORE THAN A TOTAL OF 30 DAYS IN THE FIRST 12-24 MONTHS.
c. ONE THAT HAS BEEN IN THE SHOP MORE THAN A TOTAL OF 30 DAYS DURING THE FIRST 12-24,000 MILES.
d. ONE THAT HAS BEEN IN THE SHOP AT LEAST SIX TIMES FOR A REPAIR.

A

d. ONE THAT HAS BEEN IN THE SHOP AT LEAST SIX TIMES FOR A REPAIR.

78
Q

ACCORDING TO STATE ATTORNEY GENERALS, ALL OF THE FOLLOWING ARE COMMON CONSUMER MISTAKES REGARDING VEHICLE LEMONS EXCEPT:

a. THEY ARE TOO TRUSTING THAT SOMEONE WILL FIX THEIR PROBLEM
b. THEY DON’T KEEP ACCURATE, DETAILED RECORDS
c. THEY TRY TOO HARD TO IDENTIFY PROBLEMS THAT WOULD QUALIFY THE VEHICLE AS A LEMON.
d. THEY DON’T RESEARCH THEIR STATE’S LEMON LAWS OR OWNER’S MANUAL.

A

c. THEY TRY TOO HARD TO IDENTIFY PROBLEMS THAT WOULD QUALIFY THE VEHICLE AS A LEMON.

79
Q

“LEMON LAUNDERING” IS THE PRACTICE OF:

a. DEALERS ATTEMPTING TO MASK PROBLEMS ON USED VEHICLES
b. MANUFACTURERS BUYING BACK A VEHICLE AND THEN RE-TITLING AND SELLING IT IN ANOTHER STATE.
c. DEALERS OFFERING BIG DISCOUNTS ON A MANUFACTURER BUY-BACKS
d. MANUFACTURER’S RE-MANUFACTURING THE VEHICLES THEY BUY BACK AS LEMONS.

A

b. MANUFACTURERS BUYING BACK A VEHICLE AND THEN RE-TITLING AND SELLING IT IN ANOTHER STATE.

80
Q

SOME STATE LAWS CONSIDER BOTH THE FREQUENCY AND SERIOUSNESS OF REPAIRS IN DETERMINING IF A VEHICLE QUALIFIES AS A LEMON.

a. TRUE
b. FALSE

A

a. TRUE

81
Q

IT IS THE DEALERSHIP’S RESPONSIBILITY TO INITIATE A LEMON LAW, CLAIM ON BEHALF OF ITS CUSTOMERS.

a. TRUE
b. FALSE

A

b. FALSE

82
Q

ALL OF THE FOLLOWING MAY QUALIFY A VEHICLE AS A LEMON UNDER MOST STATE LEMON LAWS EXCEPT:

a. THREE OR FOUR CHANCES TO REPAIR MOST DEFECTS
b. ONE CHANCE TO REPAIR A SERIOUS SAFETY DEFECT SUCH AS BRAKES OR STEERING
c. REPAIRS THAT EXCEED $1,000 IN A SIX-MONTH PERIOD
d. THE VEHICLE BEING IN THE SHOP A CUMULATIVE TOTAL OF 30 DAYS IN A ONE-YEAR PERIOD.

A

c. REPAIRS THAT EXCEED $1,000 IN A SIX-MONTH PERIOD

83
Q

THE BEST POSITION FOR A WARRANTY ADMINISTRATOR TO ASSUME IN A POTENTIAL LEMON LAW CLAIM IS:

a. SLIDING WITH THE MANUFACTURER
b. SLIDING WITH THE CUSTOMER
c. SLIDING WITH THE DEALERSHIP
d. REMAINING NEUTRAL

A

d. REMAINING NEUTRAL

84
Q

ATTEMPTS TO RESOLVE A LEMON LAW CLAIM WHERE AN IMPARTIAL THIRD PARTY HEARS THE ARGUMENTS AND RENDERS A DECISION IS CALLED:

a. LITIGATION
b. ARBITRATION
c. MEDIATION
d. LIMITATION

A

b. ARBITRATION

85
Q

IT IS A REQUIREMENT OF THE STATE’S LEMON LAW THAT YOU (THE DEALERSHIP) NOTIFY THE MANUFACTURER OF A POTENTIAL CLAIM.

a. TRUE
b. FALSE

A

b. FALSE

86
Q

YOU SHOULD NOT NOTIFY THE MANUFACTURER OF A POTENTIAL CLAIM UNTIL YOU RECEIVE NOTIFICATION FROM THE CUSTOMER OF HIS/HER INTENT TO DO SO.

a. TRUE
b. FALSE

A

b. FALSE

87
Q

IN FLORIDA, ONCE A VEHICLE IS DELIVERED TO THE SERVICE FACILITY FOR A FINAL REPAIR ATTEMPT, THE MANUFACTURER HAS ____ DAYS TO CORRECT THE PROBLEM.

a. 15
b. 30
c. 45
d. 60

A

c. 45

88
Q

APPROXIMATELY WHAT PERCENTAGE OF CUSTOMERS WHO FILE A LEMON LAW CLAIM STICK WITH IT TO A FINAL RESOLUTION?

a. 10
b. 30
c. 50
d. 90

A

a. 10

89
Q

WHY SHOULD A CUSTOMER WHO DECIDES TO FILE A LEMON LAW CLAIM ON AN RV FILE IT WITH EACH MANUFACTURER THAT MAY WARRANTY THE COVERAGE OF THE DEFECT?

A

BECAUSE RECREATIONAL VEHICLES ARE OFTEN MADE AND ASSEMBLED BY MORE THAN ONE MANUFACTURER, EACH OF WHICH MAY SEPERATELY WARRANT ITS PRODUCT.

Warranty Admin (5 decks)

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