Business/Customer Service Skills

Employee: ______

Date: ______

Scenario One:

It’s your day of the week to work at the customer service station at Engine One. It has been a fairly slow day with only a couple of phone calls and one customer with a question. Just after lunch, a customer comes in and she is furious. She ordered a part from the store and it was a week later in coming in than was promised. Then the part was the wrong one. You take a look at the part number that was on the invoice and then at the specifications for the engine model that she has and realize that your coworker, Gus, had written down the wrong number and hadn’t ordered the part until 4 days after she had called to order the part. Your boss’s motto is “Do the Best You Can to Keep the Customer Happy and They will Keep Coming Back”. Write a half page paragraph on what you will do to fix this problem and make the customer happy so that she will come back to the store.

Scenario Two:

You decide that you want to live in a smaller town so you move to Elba, MN. Once you get there, you find that it has a fairly large small engine shop, Harold’s Engines. You go in to talk to the owner and you’re in luck because he is looking for another mechanic/customer sales person. His shop is known for being very customer friendly and wants to make sure that anyone he hires will have good customer service skills. He wants you to drop off a resume and also answer a questionnaire on engines. Type up a resume (example attached) and fill out the questionnaire (also attached).

Harold’s Engine Questionnaire

Name:______Date______

1. What are the differences between 2 and 4 stroke engines?

2. What is the primary function of the camshaft? ______

What are the four main parts to a valve? ______, ______, ______and ______

What direction is the piston traveling in intake? ______.

What moves the air-fuel mixture into the cylinder? ______

What position are both the exhaust and intake valves at in compression? ______

What seals the cylinder wall? ______

What is used to check the Armature to Air Gap? ______

What is the main purpose of the flywheel?

What is the purpose of rings? ______

List the strokes of an engine, direction of the piston and position of each valve in each stroke

Stroke / Direction of piston / Intake valve position / Exhaust valve position

Redo a rhyme or a song to explain a concept or system of the engine.

Example: Dem bones song:Oh those bones, oh those bones,oh those skeleton bones.Oh those bones, oh those bones,oh those skeleton bones.Oh those bones, oh those bones,oh those skeleton bones.Oh mercy how they scare!

The toe bone connectedto the foot bone,and the foot bone connectedto the ankle bone,and the ankle bone connectedto the leg bone.Oh mercy how they scare!

Modified: Oh those parts, oh those part, oh those engine parts. Oh those parts, oh those part, oh those engine parts. Oh those parts, oh those part, oh those engine parts. Oh how they run!

The piston is connected to the wrist pin, and the wrist pin is connected to the connecting rod, andthe connecting rod is connected to the crankshaft, oh mercy how they run!

Ag Mechanics

V S Z T P C F T I E L M S T H T Q W R R R S T C E A A N Q O

V P R O O T O G F I L T U K E T Y E V O A E I O K L I L H V

K T W E K P N M O A O T I F R J D K S T M C U N O T R K F H

K E F A I I D C B P R T T E F N K S O E C O C N R E V B E Z

R L B L T L Y E S U F D C O I L E C C R L N R E T R A N L N

G K B I O R P W A A S T N L R R E L K U N D I C S N N W I O

P T O A A A I G H D I T Y W P H N R E B N A C T O A E Q T I

P N F M T T T S N F C C I M O J T X T R Y R Y I W T D J F T

H X I A C T K J I I R E O O S D O S J A Q Y R N T O B F A A

J R Y H R N E E K M R C N T N A O D X C L C A G S R W O R C

P F W J A D R R R I G P N T M A G N E T S I M R X E U U D I

H Q D R R D L E Y N L I A C E D V B T A L R I O G K J R P R

W P C W I E T A I G O D O N O R O R H M Z C R D R V U S U B

Y S N P F L G R R P H O U R S T B J S S Q U P M Z K O T J U

S D P E I E P N R U L A H O T I A S T H G I E W Y L F R T L

P E Q F U S E E I I T S B O J F D A R M A T U R E X Z O E V

R X R K E M K L N L U A M S E C O N D A R Y C O I L R K F A

C I A V C A A G E P S D N C O M P R E S S I O N H Q A E O L

A P L P E H E T E R E P P A G G U L P K R A P S U R V T X V

V A X R Z R D Q I A G N I K A R B D N U O R G E B A D F I E

V P B L W S G A D C I A N S G V K B C T O C W C Y W G A Y M

F A Q C A N Q C L V G Z G O Y W M N Y Q H R B U V Y O H T A

N Q J G X C E O F S N O C E S N I F L E E H W Y L F V S V O

M E C H A N I C A L G O V E R N O R M N P A F J V D E M X K

O K M J T T P R Q K Y J T E W O R L C H O K E C V E R A M S

B A K E L I O D T U V W H S R E X H A U S T C L Q Z N C C K

B T R E M U L L R C J N H C I N F P O Z U L N T R D O P K K

E N I L O S A G E A E U P E U P O A T D P I S T O N R I N G

I I D E N I U P P K V L T J E R V R R B G D V U E N L V L W

M V G E K T U Y J J U O E T V L X V P K T O R G S N N X L Q

1.The stroke in which the air-fuel mixture is pressed between the piston and the top of the cylinder.

2. When the piston is at the lowest part of the stroke

3. There are 2 types of these; compression and oil

4. The last part that exhaust goes through before it leaves the engine.

5. The type of carburetor in which the air goes down into.

6. Takes out the impurities in the air before it goes into the carburetor.

7. Moves the valves open.

8. The valve that is smaller

9. Compresses the springs to take out the valves

10.Adds fuel to the air in the carburetor.

11.Is the system that uses oil to keep the engine from overheating

12. Has lobes on it to move the pushrods to open the valves

13. The stroke in which the piston is pushed down by the expanding burning gases.

14. Part of the cooling system.

15. The engine type that has more parts.

16. Lets air-fuel mixture in and burnt gas out.

17. Use this tool to get out bolts and nuts

18. Converts linear motion of the piston to rotary.

19. The engine uses this to run.

20. Connects the piston to the crankshaft

21. Lets in air-fuel mixture into the combustion chamber

22. Lets more air into the carburetor.

23. Regulates the amount of in the carburetor.

24. Checks the gap between the spark plug electrode and ground.

25. Occurs when the spark plug ignites the air-fuel mixture.

26. One type of ignition

27. Mixes air and fuel.

28. The part of the engine that the piston sits in.

29. System that prevents the engine from overheating without using oil

30. Part that the lubrication system uses to lubricate.

31. Part thatthe lubrication system uses to lubricate.

32. Has magnets on it.

33. The first circuit that the electricity goes into from the armature.

34. Has 10,000 coils in it.

35. Uses an air vane to regulate speed.

36. Air goes through the carburetor sideways.

37. A lighter weight engine

38. Compresses the air-fuel mixture.

39. Regulates engine speed

40. Has 175 coils in it.

41. Lubricates

42. System that stops the engine quickly

43. Found on old style ignition systems

44. Delivers the spark to the combustion chamber

45. The time at which the piston is at the highest point in the stroke.

46. Part of the electrical system.

47. Part of the pneumatic governor system.

48. Tool used to check gaps

49. System that runs lights and other electrical components.

50. Tool used to remove snap rings

51. Causes an electrical magnet field when it passes by the armature.

52. Circuit that goes to the spark plug.

53. Governor that uses gears and flyweights.

54. Part of the electrical system

55. Part of the mechanical governor system

56. Some Freebies

BRAKE

CHOKE

GROUND

IGNITION

MAGNETS

STOPSWITCH

TORQUEWRENCH

UPDRAFT

Answers to Word Find

  1. COMPRESSION
  2. BOTTOMDEADCENTER
  3. PISTONRING
  4. MUFFLER
  5. DOWNDRAFT
  6. AIRFILTER
  7. PUSHROD
  8. EXHAUST
  9. VALVESPRINGCOMPRESSOR
  10. JET
  11. LUBRICATION
  12. CAMSHAFT
  13. POWER
  14. FLYWHEELFINS
  15. FOURSTROKE
  16. VALVE
  17. SOCKET
  18. CRANKSHAFT
  19. GASOLINE
  20. CONNECTINGROD
  21. INTAKE
  22. THROTTLE
  23. FLOAT
  24. SPARKPLUGGAPPER
  25. COMBUSTION
  26. BATTERY
  27. CARBURETOR
  28. CYLINDER
  29. COOLING
  30. DIPPER
  31. SLINGER
  32. FLYWHEEL
  33. PRIMARYCIRCUIT
  34. SECONDARYCOIL
  35. PNEUMATICGOVERNOR
  36. NATURALDRAFT
  37. TWOSTROKE
  38. PISTON
  39. GOVERNOR
  40. PRIMARYCOIL
  41. OIL
  42. BRAKING
  43. BREAKERPOINTS
  44. SPARKPLUG
  45. TOPDEADCENTER
  46. RECTIFIER
  47. AIRVANE
  48. FEELERGAGE
  49. ELECTRICAL
  50. SNAPRINGPLIERS
  51. ARMATURE
  52. SECONDARYCIRCUIT
  53. MECHANICALGOVERNOR
  54. ALTERNATOR
  55. FLYWEIGHTS

BRAKE

CHOKE

GROUND

IGNITION

MAGNETS

STOPSWITCH

TORQUEWRENCH

UPDRAFT