[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-497202-105":3,"detail-sidebar-cat-0-en-105":81,"doc-detail-497202-en":130},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","trade-secrets-august-2005","Trade Secrets - 2005 August","","ASE-driven industry guidance explains how automotive repair advisors build customer trust through accurate diagnosis, honest recommendations, and clear communication of trouble codes and repair estimates. It introduces the ASE Automobile Service Consultant role and the C1 test created for frontline customer service, then demonstrates typical multiple-choice customer relations scenarios and mechanical knowledge questions. Passing the test adds a further credential level for skilled shop operation.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/document/exam/","Exam",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/document/trade-secrets-august-2005/497202/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/trade-secrets-august-2005/497202.png","ImageObject",300,407,{"name":42,"@type":43},"Rainbow Cat","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-11-06","2026-10-02",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",10,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What is the role of an Automobile Service Consultant according to the document?","Question",{"text":63,"@type":64},"The document frames the consultant/advisor role as providing advice and guidance to customers, requiring accurate diagnosis, truthful repair estimates, and clear explanations of trouble codes and how to turn off the Check Engine light.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"What is the C1 test and who is it designed for?",{"text":68,"@type":64},"The C1 test is described as a separate ASE test introduced for people on the front lines of automotive customer service, testing both customer relations and shop/vehicle knowledge.",{"name":70,"@type":61,"acceptedAnswer":71},"How should service consultants handle a walk-in customer while already talking to someone on the phone?",{"text":72,"@type":64},"The document’s sample guidance favors acknowledging the walk-in customer by smiling and indicating you will be with him shortly, keeping both customers satisfied without insulting the phone customer.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},497202,1791664055,{"code":4,"msg":82,"data":83},"success",[84,88,92,95,100,105,110,115,120,123,126],{"id":22,"doc_module":4,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},"Story & Novel",90,"story-novel",{"id":26,"doc_module":4,"doc_module_name":25,"category_name":89,"show_sort_weight":90,"slug":91},"Literature",80,"literature",{"id":33,"doc_module":4,"doc_module_name":25,"category_name":29,"show_sort_weight":93,"slug":94},70,"exam",{"id":96,"doc_module":4,"doc_module_name":25,"category_name":97,"show_sort_weight":98,"slug":99},5,"Comic",60,"comic",{"id":101,"doc_module":4,"doc_module_name":25,"category_name":102,"show_sort_weight":103,"slug":104},6,"Technology",50,"technology",{"id":106,"doc_module":4,"doc_module_name":25,"category_name":107,"show_sort_weight":108,"slug":109},7,"Healthcare",40,"healthcare",{"id":111,"doc_module":4,"doc_module_name":25,"category_name":112,"show_sort_weight":113,"slug":114},8,"Research & Report",30,"research-report",{"id":116,"doc_module":4,"doc_module_name":25,"category_name":117,"show_sort_weight":118,"slug":119},9,"Religion & Spirituality",20,"religion-spirituality",{"id":118,"doc_module":4,"doc_module_name":25,"category_name":121,"show_sort_weight":118,"slug":122},"World Cup","world-cup",{"id":55,"doc_module":4,"doc_module_name":25,"category_name":124,"show_sort_weight":55,"slug":125},"Lifestyle","lifestyle",{"id":127,"doc_module":4,"doc_module_name":25,"category_name":128,"show_sort_weight":96,"slug":129},19,"General","general",{"code":4,"msg":82,"data":131},{"doc_id":79,"user_id":132,"nickname":42,"user_avatar":133,"doc_module":4,"category_id":33,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":26,"language":139,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":140,"faqs":141,"seo_title":142,"seo_description":12,"update_tm":143,"read_time":96,"preview_page_count":4},962090769181,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Trade Secrets  \nASE strives to raise our industry’s professionalism. Those dealing directly with the motoring public should consider Automobile Service Consultant certification.  \nH  \nave you ever stopped to consider the fact that a very large part of your job as a repair shop owner/technician is to offer advice to your customers about repairing their  \nvehicles? You’re probably so busy with the nuts & bolts aspect of running a shop that you may sometimes take for granted that the task of advising customers goes with the job. Giving good advice to your customers is an important way to gain their confidence.  \nYou give customers the benefit of your expertise, years of experience and good judgment in the hope that they will have enough confidence in you to give you their repair business. If you were a doctor or a lawyer,  \nyour clients would pay for the privilege of asking you questions. Well, that’s not the case in the auto repair business. Perhaps we as automotive technicians were too eager in the early days to prove we knew everything about repairing cars. Maybe it’s because we love the work or maybe it’s because of a lingering perception by too many car owners that changing points and condensers really doesn’t take much brainpower. After all, they changed a set of points on that old  \nChevy their granddad kept on the farm.  \nToday, technicians know better. We know how much time and effort it takes to learn and keep up with the new technology. We know how much it costs to buy sophisticated diagnostic equipment and the  \nPhoto: Bob Cerullo  \nupgrade modules needed to cover whatever comes into the shop. And most of all, we know what it takes to explain to a car owner what the trouble codes mean and how we must go about getting that Check Engine light to go off.  \nIn short, we need to be able to provide an accurate diagnosis and an accurate estimate of the cost of repairs, but we’re also expected to give honest advice to our customers even if that advice causes us to lose a job or two.  \nWe do all that with little recognition and rarely a “thank you” from the car owner for our services as an automobile service consultant.  \nHere’s a news flash: Our “advisor”role is receiving recognition from the National Institute for Automotive Service Excellence (ASE) . Since 1972, ASE has been testing automotive technicians and providing the ASE credentials now seen in all good shops. But until a couple of years ago, the organization didn’t offer a separate test for Automobile Service Con-  \n10  August 2005  \nTrade Secrets  \nsultants. That’s when ASE introduced the C1 test, designed for folks on the front lines of automotive customer service.  \nHere’s an example of the types of customer relations questions you should expect to see on the test. Imagine a scenario where you as the service consultant are on the phone with a customer when another customer comes into the office. How should you handle the situation? The choices are:  \nA. Complete the conversation with the customer on the phone.  \nB. Put the customer on the phone on hold and take care of the customer who just came in.  \nC. Smile at the walk-in customer and acknowledge that you’ll be with him as soon as you finish with the customer on the phone.  \nD. Ask the customer on the phone if you can call him back.  \nI have discussed this question with several shop owners and frankly, there’s a difference of opinion among them. Essentially, it boils down to your being as polite and courteous as possible. Ignoring the walk-in customer until you finish with the customer on the phone might give the impression that you don’t think he’s as important as the person on the phone. Asking the customer on the phone if you can call him back might seem rude and give the impression that you don’t think your conversation is valuable. Putting the phone customer on hold while you deal with the walkin is a surefire way to annoy him, since he was talking to you before the walk-in arrived. The correct answer is b","cbCaikvk709G3sf2","https://ap.wps.com/l/cbCaikvk709G3sf2","pdf",96307,"English","# Customer Relations and ASE Recognition\n## C1 Test Purpose and Sample Scenarios\n# Mechanical Knowledge in the C1 Test\n## Example Engine and Ignition Questions\n# Taking and Using the Credential","[{\"question\":\"What is the role of an Automobile Service Consultant according to the document?\",\"answer\":\"The document frames the consultant/advisor role as providing advice and guidance to customers, requiring accurate diagnosis, truthful repair estimates, and clear explanations of trouble codes and how to turn off the Check Engine light.\"},{\"question\":\"What is the C1 test and who is it designed for?\",\"answer\":\"The C1 test is described as a separate ASE test introduced for people on the front lines of automotive customer service, testing both customer relations and shop/vehicle knowledge.\"},{\"question\":\"How should service consultants handle a walk-in customer while already talking to someone on the phone?\",\"answer\":\"The document’s sample guidance favors acknowledging the walk-in customer by smiling and indicating you will be with him shortly, keeping both customers satisfied without insulting the phone customer.\"}]","Trade Secrets - 2005 August | PDF",1790949801]