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 positionRedo 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
- COMPRESSION
- BOTTOMDEADCENTER
- PISTONRING
- MUFFLER
- DOWNDRAFT
- AIRFILTER
- PUSHROD
- EXHAUST
- VALVESPRINGCOMPRESSOR
- JET
- LUBRICATION
- CAMSHAFT
- POWER
- FLYWHEELFINS
- FOURSTROKE
- VALVE
- SOCKET
- CRANKSHAFT
- GASOLINE
- CONNECTINGROD
- INTAKE
- THROTTLE
- FLOAT
- SPARKPLUGGAPPER
- COMBUSTION
- BATTERY
- CARBURETOR
- CYLINDER
- COOLING
- DIPPER
- SLINGER
- FLYWHEEL
- PRIMARYCIRCUIT
- SECONDARYCOIL
- PNEUMATICGOVERNOR
- NATURALDRAFT
- TWOSTROKE
- PISTON
- GOVERNOR
- PRIMARYCOIL
- OIL
- BRAKING
- BREAKERPOINTS
- SPARKPLUG
- TOPDEADCENTER
- RECTIFIER
- AIRVANE
- FEELERGAGE
- ELECTRICAL
- SNAPRINGPLIERS
- ARMATURE
- SECONDARYCIRCUIT
- MECHANICALGOVERNOR
- ALTERNATOR
- FLYWEIGHTS
BRAKE
CHOKE
GROUND
IGNITION
MAGNETS
STOPSWITCH
TORQUEWRENCH
UPDRAFT