Tech a Says That the Customer Concern Is the Focus

question 5

Multiple Choice

Tech A says that the customer concern is the focus of step 1 of the diagnostic process. Often the concern is documented on the repair order prior to the technician receiving the vehicle. Tech B says the technician who works on the vehicle should take time to fully understand the concern, read the repair order, and possibly talk further with the customer to understand the nature of the problem. Who is correct?

• A) Tech A only
• B) Tech B only
• C) Both A and B
• D) Neither A nor B

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Definitions:

Existential Therapy

A form of psychotherapy that emphasizes individual freedom, choice, and responsibility, focusing on the client's experience in the present moment.

Behavior Therapy

Behavior Therapy is an approach to psychotherapy that focuses on modifying dysfunctional behaviors through conditioning and other learning techniques.

Hawthorne Effect

The alteration of an individual's behavior due to their awareness of being observed, significant in research and experimental settings.

Self-esteem

An individual's subjective evaluation of their own worth or value.