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Warranty Admin > PROCESS OPEN/CLOSED REPAIR ORDERS > Flashcards

PROCESS OPEN/CLOSED REPAIR ORDERS Flashcards

1
Q

THE MOST IMPORTANT DOCUMANT RELATED TO WARRANTY REPAIR IS THE RO.

a. TRUE
b. FALSE

A

TRUE

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2
Q

EARLY IN THE DISCUSSION OF A REPAIR WITH A CUSTOMER, THE WARRANTY ADMINISTRATOR MUST CONFIRM THAT THE RV UNDER DISCUSSION IS OWNED BY THAT CUSTOMER AND NOT SOMEONE ELSE.

a. TRUE
b. FALSE

A

TRUE

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3
Q

THREE IMPORTANT SOURCES OF INFORMATION ABOUT AN RV COME FROM THE FILE OF RO’S, THE VIN, AND THE:

a. CUSTOMER MEMORY
b. EXISTING RECORDS
c. CUSTOMER’S TRIP LOG
d. RV MAGAZINE

A

b. EXISTING RECORDS

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4
Q

BEFORE BEGINNING ANY WARRANTY WORK, THE MOST IMPORTANT THING THAT THE WARRANTY ADMINISTRATOR MUST HAVE IS:

a. TIME TO TALK WITH THE CUSTOMER
b. PARKING SPACE AVAILABLE ON THE LOT
c. SIGNATURE AUTHORITY
d. A BLANK RO TO COMPLETE

A

c. SIGNATURE AUTHORITY

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5
Q

WHAT ARE THE STEPS FOR VERYFYING THE CORRECT CUSTOMER VEHICLE INFORMATION?

A
  1. CONFIRM THAT THE CUSTOMER IS MATCHED TO THE VEHICLE
  2. UPDATE CHANGES TO THE CUSTOMER’S INFORMATION
  3. VERIFY THE NEEDED INFORMATION, INCLUDING MILEAGE, DATE OF PURCHASE, AND WARRANTY INFORMATION, AS NEEDED.
  4. CHECK FOR A CUSTOMER SIGNATURE ON THE RO.
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6
Q

IF IT HAPPENS THAT A WARRANTY ADMINISTRATOR FINDS OUT THAT A REPAIR HAS BEEN DONE TO AN RV AND THAT RV IS BACK IN THE SHOP FOR THE SAME REPAIR, THERE IS NO PROBLEM; THE WORK SHOULD BE DONE AGAIN.

a. TRUE
b. FALSE

A

b. FALSE

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7
Q

THE MANUFACTURER’S WEBSITE IS ONE GOOD PLACE TO CHECK WHEN TRYING TO FIND OUT WHAT REPAIRS HAVE BEEN DONE TO A PARTICULAR RV.

a. TRUE
b. FALSE

A

a. TRUE

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8
Q

IF THE RV HAS BEEN DAMAGED DURING DELIVERY, THE PAYEE FOR A REPAIR WILL PROBABLY BE THE:

a. DEALERSHIP
b. MANUFACTURER
c. CUSTOMER
d. TRANSPORTATION COMPANY

A

d. TRANSPORTATION COMPANY

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9
Q

THE AGENCY RESPONSIBLE FOR SAFETY RATINGS AND RECALLS IS THE NATIONAL TRANSPORTATIONAL SAFETY BOARD.

a. TRUE
b. FALSE

A

b. FALSE (NHTSA)

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10
Q

INFORMATION ON RECALLS MIGHT BE AVAILABLE FROM HARD COPY , VERBAL INFORMATION, AND SOFT COPY SOURCES.

a. TRUE
b. FALSE

A

a. TRUE

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11
Q

IF YOU FIND THAT WARRANTY WORK HAS ALREADY BEEN DONE ON A COACH THAT IS NAMED IN AN OPEN RECALL, YOU SHOULD:

a. NOTE THAT THE WORK HAS BEEN DONE, THEN INVOICED THE MANUFACTURER.
b. PROCEED WITH THE WORK BY DOING IT AGAIN
c. STOP; INSPECT THE WORK; THEN ADD A COMMENT TO THE RO
d. STOP; CROSS OUT THE ITEM ON THE RO; DO NOT DO THE WORK

A

d. STOP; CROSS OUT THE ITEM ON THE RO; DO NOT DO THE WORK

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12
Q

WHAT ARE THE STEPS FOR CHECKING THE VEHICLE FOR OPEN RECALLS AND TSBS?

A
  1. ACCESS NEEDED INFORMATION ABOUT RECALLS AND TSBS
  2. COMPARE THE VIN TO RECALL INFORMATION AND CONFIRM THAT THE RECALL APPLIES TO THIS VEHICLE.
  3. CONFIRM THAT THE WORK HAS NOT ALREADY BEEN PERFORMED
  4. FOLLOW RISK MANAGEMENT PROCEDURES FOR REVIEWING RECALLS/TSBS
  5. RELAY RECALL INFORMATION TO THE TECHNICIAN/SHOP/PARTS DEPARTMENT, AS NEEDED.
  6. DISCUSS WITH THE SERVICE MANAGER WHETHER/ HOW TO HOLD THE VEHICLE UNTIL THE REPAIR IS PERFORMED TO NTSB GUIDELINES
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13
Q

TSBS ARE SOMETIMES CALLED TECHNICAL SERVICE INFORMATION (TSI) SHEETS.

a. TRUE
b. FALSE

A

a. TRUE

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14
Q

THERE ARE JOBS SOME TECHNICIANS CAN DO, AND OTHER WORK THAT THE SAME TECHNICIAN IS NOT ABLE TO DO, SUCH AS WORK ON PROPANE TANKS.

a. TRUE
b. FALSE

A

a. TRUE

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15
Q

RVS THAT ARE SUBJECT TO A MANUFACTURER’S RECALL WILL BE IDENTIFIED:

a. WITHIN A RANGE OF VINS
b. AS PART OF A LIST OF ALL AFFECTED VINS
c. BY MEANS OF MAKE AND MODEL
d. BY DATE OF MANUFACTURER

A

a. WITHIN A RANGE OF VINS

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16
Q

DESCRIBE THE PROCESS STEPS FOR MAINTAINING RECALLS AND TSBS/TSIS.

A
  1. GATHER NEW RECALL AND TSB/TSI INFORMATION.
  2. FILE RECALL OR TSB/TSI DOCUMENT BY MANUFACTURER.
  3. DISTRIBUTE NEW RECALL OR TSB/TSI DOCUMENTS TO SERVICE PERSONNEL.
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17
Q

A PROCEDURE OR PROTOCOL GIVES THE SUGGESTED STEPS FOR COMPLETING A TASK, SUCH AS A WARRANTY REPAIR, THUS ALLOWING THE TECHNICIAN TO MAKE DECISIONS ON HOW TO PERFORM WORK.

a. TRUE
b. FALSE

A

b. FALSE

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18
Q

TSBS WILL GIVE INSTRUCTIONS- IN WORDS ONLY- FOR COMPLETING THE WARRANTY WORK. IF THE TECHNICIAN WANTS PICTURES OR DRAWINGS OF THE PART OR PROBLEM, HE/ SHE ALWAYS WILL HAVE TO GO TO THE MANUFACTURER’S WEBSITE OR SOME OTHER SOURCE FOR IMAGES OR DIAGRAMS.

a. TRUE
b. FALSE

A

b. FALSE

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19
Q

WHEN TAKING A DIGITAL PHOTOGRAPH OF A DEFECTIVE PART OR OTHER MECHANICAL PROBLEM BEFORE BEGINNING THE WARRANTY WORK, YOU SHOULD REMEMBER TO:

a. STAND FAR AWAY FROM THE RV AND GIVE THE “BIG PICTURE”
b. GET VERY CLOSE TO THE PROBLEM AREA AND HAVE IT FILL MOST OF THE PICTURE.
c. PHOTOGRAPH THE AREA WITH A PEN, RULER, OR SOME OTHER INDICATOR OF SIZE.
d. ALWAYS TAKE THE PICTURE IN BLACK AND WHITE, TO GET GOOD CONTRAST.

A

c. PHOTOGRAPH THE AREA WITH A PEN, RULER, OR SOME OTHER INDICATOR OF SIZE.

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20
Q

WHAT CAN CAUSE UNNECCESSARY DELAYS IN FILING THE PAPERWORK FOR A WARRANTY JOB?

a. SENDING ALL FORMS BY REGULAR MAIL
b. LEAVING BLANKS IF INFORMATION IS HARD TO GET
c. WAITING FOR THE CUSTOMER TO BRING IN THE RV
d. WAITING FOR THE SHOP TO HAVE A TIME SLOT FOR THE RV

A

b. LEAVING BLANKS IF INFORMATION IS HARD TO GET

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21
Q

WHAT ARE THE THREE STEPS FOR FULFILLING THE MANUFACTURER’S AUTHORIZATION REQUIREMENTS?

A
  1. CONSULT THE MANUFACTURER’S PROCEDURES FOR SPECIFICATION REGARDING THE REPAIR WORK.
  2. ASSEMBLE ALL DOCUMENTATION NEEDED FOR THE MANUFACTURER’S AUTHORIZATION.
  3. CONTACT THE MANUFACTURER FOR AUTHORIZATION
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22
Q

AFTER THE AUTHORIZATION HAS BEEN PROCESSED, THE WARRANTY ADMININSTRATOR MUST TAKE PERSONAL RESPONSIBILITY TO CONTACT THE SHOP PERSONNEL AND SCHEDULE THE WORK.

a. TRUE
b. FALSE

A

a. TRUE

23
Q

THE WARRANTY ADMINISTRATOR HAS TO KEEP IN CONSTANT COMMUNICATION WITH THE SHOP PERSONNEL FOR EACH WARRANTY JOB THAT COMES THROUGH THE SHOP.

a. TRUE
b. FALSE

A

a. TRUE

24
Q

THE ESTIMATED TIME OF ARRIVAL FOR A SHIPPED PART WILL DEPEND ON THE DISTANCE THE PART IS SHIPPED, THE SPEED AT WHICH IT IS SHIPPED, AND THE:

a. WEIGHT OF THE PACKAGE
b. DATE IT WAS SHIPPED
c. REPUTATION OF THE SHIPPER
d. INTELLIGENT TRACKING SYSTEM

A

b. DATE IT WAS SHIPPED

25
Q

DESCRIBE THE PROCESS FOR REVIEWING REPAIRS AND PARTS FOR PRIOR AUTORIZATION.

A
  1. INFORM THE SHOP ABOUT THE WORK THAT HAS BEEN AUTHORIZED.
  2. RECORD THE AUTHORIZATION INTO THE TRACKING AND/ OR FILING SYSTEM.
  3. REVIEW THE PURCHASE ORDER SYSTEM AND/ OR FILL OUT THE PARTS ORDER FORM.
  4. FOLLOW THROUGH WITH THE PARTS MANAGER TO DETERMINE THE ETA OF THE PART
  5. COORDINATE THE ARRIVAL OF PARTS WITH THE SHOP SCHEDULE.
26
Q

A CORRECTIVE ACTION IS WHAT YOU HAVE TO DO TO TAKE CARE OF A CUSTOMER’S COMPLAINT.

a. TRUE
b. FALSE

A

a. TRUE

27
Q

WHEN YOU TALK WITH A CUSTOMER ABOUT HIS/HER COMPLAINT, YOU SHOULD ASK QUESTIONS THAT CAN BE ANSWERED WITH A QUICK YES OR NO.

a. TRUE
b. FALSE

A

b. FALSE

28
Q

WHEN HANDLING A CUSTOMER COMPLAINT, IT IS OFTEN USEFUL TO:

a. LET THE CUSTOMER “RANT” UNTIL EVERYTHING HAS BEEN SAID
b. GET THE TECHNICIAN’S POINT OF VIEW AS TO WHY THERE MIGHT BE A COMPLAINT.
c. TEAR UP THE RO AND BEGIN AGAIN, FROM SCRATCH, FILLING OUT THE INFORMATION.
d. REFER THE CUSTOMER TO THE SERVICE DEPARTMENT MANAGER

A

b. GET THE TECHNICIAN’S POINT OF VIEW AS TO WHY THERE MIGHT BE A COMPLAINT.

29
Q

IN ORDER TO USE THE TECHNICIAN’S NOTES IN CUSTOMER COMPLAINT SITUATIONS, ASK YOUR TECHNICIANS TO WRITE THEIR NOTES AS __________ AS POSSIBLE.

a. ABBREVIATED
b. DETAILED
c. CLEARLY
d. CREATIVELY

A

c. CLEARLY

30
Q

WHAT ARE THE STEPS FOR VERIFYING CORRECTIVE ACTIONS?

A
  1. CORRECTLY COMPLETE THE REPAIR ORDER.
  2. COMPARE THE RO TO WORK THAT WAS AUTHORIZED
  3. REVIEW THE TECHNICIAN’S NOTATIONS.
  4. TRANSFER THE TECHNICIAN’S NOTES INTO THE MANUFACTURER’S STYLE OF JARGON ON THE RO.
31
Q

COMPONENT INFORMATION INCLUDES ONLY THE MODEL AND SERIAL NUMBER.

a. TRUE
b. FALSE

A

b. FALSE

32
Q

SINCE MOST DEALERSHIPS KEEP RECORDS OF COMPONENT IDENTIFICATION INFORMATION, THE INDIVIDUAL RV OWNER HAS NO NEED TO KEEP SIMILAR RECORDS.

a. TRUE
b. FALSE

A

b. FALSE

33
Q

ALTHOUGH THERE MIGHT BE SEVERAL PLACES WHERE YOU CAN SEE THE IDENTIFICATION INFORMATION FOR A COMPONENT, A GOOD PLACE TO LOOK WOULD BE:

a. THE ORIGINAL BILL OF SALE FOR THE RV
b. A METAL PLATE ATTACHED TO THE COMPONENT
c. A PAPER TAG ATTACHED TO THE COMPONENT
d. THE TECHNICIAN’S NOTES FROM PREVIOUS REPAIRS.

A

b. A METAL PLATE ATTACHED TO THE COMPONENT

34
Q

DESCRIBE THE PROCESS FOR VERIFYING COMPONENT INFORMATION.

A
  1. CHECK THE COMPONENT MODEL AND SERIAL NUMBER (S) AS NEEDED.
  2. RECORD THE COMPONENT MODEL AND SERIAL NUMBER AS NEEDED.
35
Q

WHEN VERIFYING PARTS WERE BILLED CORRECTLY, YOU SHOULD REVIEW THE REPAIR ORDER TO SEE IF THE PART IS LISTED IN THE SERVICE TECHNICIAN’S DESCRIPTION OF THE WORK AND DETERMINE IF IT IS BILLED ON THE REPAIR ORDER.

a. TRUE
b. FALSE.

A

a. TRUE

36
Q

FAILURE TO BILL THE MANUFACTURER CORRECTLY FOR PARTS MAY RESULT IN LOSS OF REVENUE FOR THE DEALERSHIP, OR OVER-CHARGING THE MANUFACTURER IF THE PART WAS NOT USED.

a. TRUE
b. FALSE

A

a. TRUE

37
Q

FREIGHT CHARGES FOR PARTS SHOULD ALWAYS BE ADDED TO THE MANUFACTURER’S INVOICE FOR WARRANTY WORK.

a. TRUE
b. FALSE.

A

b. FALSE

38
Q

TO DETERMINE THE FREIGHT CHARGES TO BILL THE MANUFACTURER FOR A PART, YOU WILL NEED:

a. A SHIPPING MANIFEST
b. THE FREIGHT INVOICE
c. THE BILL OF LADING
d. THE REPAIR ORDER

A

b. FREIGHT INVOICE

39
Q

ONE OF THE EASIEST WAYS TO VERIFY THE PARTS USED ON A REPAIR IS TO:

a. LOOK AT THE DEFECTIVE/OLD PART THAT WAS REMOVED AND REPLACED.
b. READ THE SERVICE TECHNICIAN’S NOTES.
c. ASK THE SERVICE ADVISOR
d. REVIEW THE PARTS INVENTORY

A

a. LOOK AT THE DEFECTIVE/OLD PART THAT WAS REMOVED AND REPLACED.

40
Q

INACCURATE TIMES RECORDED FOR TIME WORKED BY A TECHNICIAN COULD RESULT IN FINES AND PENALTIES FROM THE FEDERAL GOVERNMENT.

a. TRUE
b. FALSE

A

a. TRUE

41
Q

THE TIME CHARGED TO THE MANUFACTURER FOR A REPAIR SHOULD BE WITHIN 3% OF THE AMOUNT THAT WAS AUTHORIZED.

a. TRUE
b. FALSE

A

b. FALSE

42
Q

THE DIFFERENCE BETWEEN THE OLDER STYLE “MECHANICAL PUNCH” TIME CLOCKS AND THE NEWER ONES TODAY IS THAT:

a. THE OLDER ONES WERE MORE ACCURATE
b. THE NEWER ONES RECORD TIME IN TENTHS OF AN HOUR
c. THE NEWER ONES TRANSMIT THE TIME WORKED TO ANY COMPUTER ON THE NETWORK.
d. THE OLDER ONES WERE EASIER TO CALIBRATE AND SYNCHRONIZE.

A

c. THE NEWER ONES TRANSMIT THE TIME WORKED TO ANY COMPUTER ON THE NETWORK.

43
Q

UNACCOUNTED TIME CHARGED TO THE CUSTOMER OR MANUFACTURER ON A TECHNICIAN’S TIME TICKET WOULD MOST LIKELY MEAN:

a. THE TECHNICIAN IS OVER OR UNDER CHARGING FOR HIS/HER TIME.
b. THE TIME-KEEPING DEVICES ARE NOT SYNCHRONIZED PROPERLY
c. THE TIME APPLIED TO THE JOB WAS NOT ADDED CORRECTLY.
d. THE SERVICE ADVISOR IS NOT REVIEWING TECHNICIANS’ WORK TIMES.

A

a. THE TECHNICIAN IS OVER OR UNDER CHARGING FOR HIS/HER TIME.

44
Q

DESCRIBE THE STEPS TO VERIFYING TECHNICIAN PUNCH TIMES.

A
  1. CONFIRM THAT THE TECHNICIAN’S TIME TICKETS MATCH THE TIME SHOWN ON THE REPAIR ORDER EXACTLY.
  2. CONFIRM THAT THE TIME CHARGED MATCHES THE TIME AUTHORIZED BY THE MANUFACTURER FOR THE REPAIR EXACTLY.
  3. CHECK THE MATH ON THE TECHNICIAN’S TIME PUNCHED ON THE REPAIR ORDER TO BE SURE IT’S CORRECT.
  4. IF YOUR SHOP HAS MULTIPLE TIME CLOCKS, CONFIRM THAT ALL OF THEM ARE SYNCHRONIZED.
45
Q

AN RV OWNER MAY PURCHASE AN EXTENDED SERVICE CONTRACT ONLY AFTER THE ORIGINAL WARRANTY HAS EXPIRED.

a. TRUE
b. FALSE.

A

b. FALSE.

46
Q

EXTENDED SERVICE CONTRACT REPAIRS ARE SIMILAR TO REGULAR WARRANTY REPAIRS BECAUSE BOTH REQUIRE AN AUTHORIZATION BEFORE BEGINNING THE WORK.

a. TRUE
b. FALSE

A

a. TRUE

47
Q

WHAT IS A COMMON REASON WHY A DEALERSHIP MIGHT NOT WANT TO HONOR AN EXTENDED SERVICE CONTRACT THAT AN RV OWNER IS TRYING TO USE?

a. DEDUCTIBLE AMOUNT IS TO HIGH.
b. THE EXTENDED SERVICE CONTRACT PROVIDER IS TYPICALLY SLOW TO PAY DEALERSHIP CLAIMS.
c. RV OWNER DID NOT BUY THE CONTRACT FROM THE DEALER
d. THE COACH IS STILL UNDER THE ORIGINAL WARRANTY.

A

b. THE EXTENDED SERVICE CONTRACT PROVIDER IS TYPICALLY SLOW TO PAY DEALERSHIP CLAIMS.

48
Q

WEAR AND TEAR COVERAGE ON AN EXTENDED SERVICE CONTRACT WOULD COVER MOST OR ALL OF THE COST OF:

a. EXTERIOR FEATURES OR FINISHES
b. INTERIOR FEATURES OR FINISHES
c. COMPONENTS DAMAGED IN ACCIDENTS
d. PARTS THAT WEAR OUT

A

d. PARTS THAT WEAR OUT

49
Q

WHAT ARE THE STEPS FOR VERYFYING EXTENDED SERVICE CONTRACTS?

A
  1. VERIFY THAT THE CUSTOMER HAS AN EXTENDED SERVICE CONTRACT.
  2. DETERMINE WHAT THE CONTRACT COVERS AND WHAT IT DOES NOT COVER.
50
Q

EXTENDED SERVICE CONTRACT PROCEDURES ARE EXACTLY THE SAME AS TSBS AND CAN BE FOLLOWED ACCORDING TO THE PROCEDURES THEY INCLUDE.

a. TRUE
b. FALSE

A

b. FALSE

51
Q

ONE IMPORTANT DOCUMENT THAT IF OFTEN NEEDED IN AN EXTENDED SERVICE CONTRACT CLAIM IS AN ACCURATE DESCRIPTION OF THE REPAIR OR FAILURE IN THE LANGUAGE AND TERMS THE CONTRACT PROVIDER USES TO DESCRIBE SIMILAR PROBLEMS.

a. TRUE
b. FALSE

A

a. TRUE

52
Q

TO FACILITATE PAYMENT, BEFORE SUBMITTING THE FINANCIAL FORMS TO THE EXTENDED SERVICE CONTRACT PROVIDER, MAKE SURE THAT YOU HAVE ANY OR ALL NECESSARY:

a. SUBLET INVOICES
b. SIGNATURES
c. CUSTOMER INFORMATION
d. FAX NUMBERS

A

b. SIGNATURES

53
Q

DESCRIBE THE STEPS FOR PROCESSING AN EXTENDED WARRANTY CLAIM.

A
  1. INITIATE THE CLAIM WITH THE CONTRACT PROVIDER
  2. FACILITATE PAYMENT

Warranty Admin (5 decks)

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