Test Bank – Automotive Service Management, 3rd edition by Andrew Rezin

Description

Test Bank – Automotive Service Management, 3rd edition by Andrew Rezin

Table of Contents

1. The Automotive Service Industry
2. Physical Resources
3. Human Resources
4. The Repair System
5. Repair Documents
6. Classic Management
7. The Quality Movement
8. Leadership
9. The Complex Role of Management
10. Ethics and Stewardship
11. Vision, Mission, and Values
12. Strategic Planning
13. Developing Goals
14. Decision Making
15. Income, Expenses, and Profit
16. Compensation Plans
17. Staffing and Shop Capacity
18. Analysis and Action
19. Financial Forecasting
20. Managing Yourself
21. Organizing Tips and Tools
22. The Value of Satisfied Customers
23. Building Basic Communication Skills
24. Resolving Customer Disputes
25. Recruiting and Selection
26. Motivating Employees
27. Progressive Discipline
28. Marketing and Mass Media
29. Target Marketing and Building an Identity
30. Point-of-Purchase Merchandising
31. Selling Service
32. Legal Guidelines for Service Operations
33. Warranties and Service Agreements
34. Workplace Safety