Automotive Service Management, 4th edition
- Andrew Rezin
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Automotive Service Management is the most comprehensive text available covering the many skills needed to manage in the automotive service industry, whether for car dealerships, repair and maintenance shops, or parts and accessories retailers.
Full of real examples, the content builds from basic knowledge and organizational skills to advanced leadership, planning and employee management. A sample ASE C1 Service Consultant test, with sample questions and test-taking tips, will help you prepare for this certification exam.
The 4th Edition is full of new content, including a chapter on employee development, at-home activities and service consultant insights. End-of-chapter review questions have doubled in number since the last edition, and most graphics were replaced or updated to keep the content fresh.
Published by Pearson (March 14th 2024) - Copyright © 2025
ISBN-13: 9780138087760
Subject: Automotive Technology
Category: Automotive Service
SECTION 1: SERVICE OPERATIONS
- The Automotive Service Industry
- Physical Resources
- Human Resources
- The Repair System
- Repair Documents
SECTION 2: MANAGEMENT THEORIES AND PRINCIPLES
- Classic Management
- Continuous Improvement
- Leadership
- The Complex Role of Management
- Ethics and Stewardship
SECTION 3: MANAGEMENT STRATEGIES
- Vision, Mission, and Values
- Strategic Planning
- Developing Goals
- Decision Making
SECTION 4: FINANCIAL MEASUREMENT
- Income, Expenses, and Profit
- Establishing Repair Pricing
- Compensation Plans
- Staffing and Shop Capacity
- Analysis and Action
- Financial Forecasting
SECTION 5: ORGANIZING AND MANAGING YOURSELF
- Managing Yourself
- Organizing Tips and Tools
SECTION 6: CUSTOMER RELATIONS
- The Value of Satisfied
- Building Basic Communication Skills
- Resolving Customer Disputes
SECTION 7: EMPLOYEE RELATIONS
- Recruiting and Selection
- Motivating Employees
- Employee Development
- Progressive Discipline
SECTION 8: MARKETING AND MERCHANDISING
- Marketing and Mass Media
- Target Marketing and Building an Identity
- Point-of-Purchase Merchandising
- Selling Service
SECTION 9: LEGAL ISSUES AND RESPONSIBILITIES
- Legal Guidelines For Service Operations
- Warranties and Service Agreements
- Workplace Safety
Appendices
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