12 Questions
What percentage of parts used in vehicle repair are jobber parts?
80%
What is an OEM part?
A part made by the same company that produced the original part used in assembly of the vehicle
What should workers be familiar with regarding health and safety in the workplace?
OSHA standards
What is a Safety Data Sheet (SDS)?
A document that provides information about the chemicals used in industry
What might parts specialists be expected to do to promote customer interest?
Calculate discounts and special sales
What should parts specialists have a working knowledge of?
Units of measurement and converting from conventional to metric units
What should parts specialists be familiar with to provide the best customer service?
The store's charge policy
What does good housekeeping lead to in the workplace?
A safe, clean, and productive environment
How is customer satisfaction defined?
The customer's overall feeling of satisfaction with an interaction with the store
What should parts specialists do to handle difficult customers?
Show empathy, ask questions, and listen
What should workers do when answering phone calls?
Use proper titles and express appreciation regularly
What should workers do when a phone call interrupts an important live conversation?
Answer the phone call and put the live conversation on hold
Study Notes
- Automotive parts specialists need knowledge about vehicle component systems, customer relations, sales, merchandising, and inventory management skills.
- OEM parts are manufactured by the same company that produced the original part used in assembly of the vehicle.
- Jobber parts are not made by the original manufacturer of the vehicle and make up about 80% of the parts used in vehicle repair.
- Workers must be familiar with OSHA standards regarding health and safety in the workplace.
- A Safety Data Sheet (SDS) is provided by manufacturers for all chemicals used in industry.
- Parts specialists might be expected to calculate discounts and special sales to promote customer interest.
- Parts specialists should have a working knowledge of units of measurement, measuring, and converting from conventional to metric units.
- Parts specialists should be familiar with the store’s charge policy to provide the best customer service.
- Good housekeeping leads to a safe, clean, and productive environment.
- Customer satisfaction is defined as the customer’s overall feeling of satisfaction with an interaction with the store.
- Parts specialists should have a professional appearance.
- Acknowledge and greet customers in a friendly manner.
- Handle difficult customers by listening, asking questions, and showing empathy.
- Understand warranties and return policies.
- Answer phone calls promptly and be prepared to handle them.
- Use proper titles and express appreciation regularly.
- Speak clearly and avoid dead air.
- Take messages accurately and cheerfully.
- Smile while on the phone to project energy and enthusiasm.
- Don't let a phone call interrupt an important live conversation.
Are you interested in becoming an automotive parts specialist or already working in the industry? This quiz will test your knowledge on key topics such as customer relations, sales, inventory management, safety standards, and more. With questions ranging from calculating discounts to handling difficult customers, this quiz will give you a glimpse into the skills needed to excel in this field. Sharpen your knowledge and see how well you can do!
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