Name *

First Name

Last Name

1. The reason for taking this ethics/compliance course: *

A. Possible reduced fines/jail time if found guilty of violation federal laws

B. Good business

C. Reminds F&I managers to be ethical/compliant

2. To benefit from the General Sentencing Guidelines, eithics/compliance training must me taken: *

A. Yearly

B. Every three years

C. On an on-going basis

3. Most dealership lawsuits result from: *

A. Advertising

B. Sales

C. F&I

D. Service

E. Poor quality

4. Warranties are a common area of misunderstanding and a source of perceived unethical treatment: *

True

False

5. A customer is considering leasing a vehicle and drives 32,000 miles per year. It's good business to point out any excess mileage charge: *

True

False

6. Dealers are responsible for written but not implied warranties: *

True

False

7. "Bending the truth" on a credit application builds buyer rapport: *

True

False

8. Finance providers may contact buyers to verify the specifics of a vehicle purchase: *

True

False

9. The number one reason customers return to the dealer is: *

A. Price

B. Selection

C. Service

D. Trust

10. Ethical and honest behavior inevitably leads to lower income: *

True

False

11. It takes a dealership years, possibly decades, to establish trust: *

True

False

12. When a customer asks "Is this the best APR available?" It is good practice to answer yes: *

True

False

13. If the miles reported on the odometer statement is different than the number of miles on the vehicle when it is delivered, the customer can rescind the deal: *

True

False

14. It is lawful for me to sign for the customer or write signature on file if the customer has given me permission: *

True

False

15. Which areas cannot be considered in the evaluation of credit worthiness: *

A. Race, color, religion, national origin, sex, marital status

B. Whether the applicant's income is based on an annuity or pension

C. Whether the applicant's income is from public assistance, welfare, or child support

D. All of the above

E. None of the above

16. It is acceptable to leave a customer's credit application, repair order, copies of their ID, or trade registration on your desk in the showroom, on the service drive counter unattended, or in a trade-in glove box: *

True

False

17. The dealership must supply the adverse action notice anytime their credit has not been granted in the amount or terms requested by the customer: *

True

False

18. In the state of Hawai'i, If the customer is not given all copies of the documents they signed, they can rescind the deal: *

True

False

19. It is permissible for any dealership employee to accept payment from a customer who makes it known the money was won from dog fighting bets:

True

False

20. Which of the following are examples of possible red flags? *

A. The customer has an unlisted number

B. The credit report indicated a pattern of activity that is inconsistent with the history and usual pattern of activity

C. the customer cannot answer the challenge questions properly

D. All of the above

E. B & C only

21. It is proper, according to the Used Car Rule, for the buyer's guide to be laying on the dash of the vehicle: *

True

False

22. It is ethical for a service adviser to tell a customer their car will be finished and ready for pick up that same day so he/she can get the commission if he/she knows the parts are on back order: *

True

False

23. Which of the following are considered nonpublic customer information:

A. Driver's license

B. Insurance card

C. In-house production reports with customers' names, addresses, and cars purchased

D. A and B

E. All of the above

F. None of the above

24. The FCC regulations apply to all telephone calls, not just telemarketing calls, including text messages that are delivered without using the internet: *

True

False

25. Along with the dealership, I can be held personally responaible for not following all state and federal laws: *

True

False

26. It is not a problem for a service adviser to sign for a customer on a repair order if the work has been complete: *

True

False

27. According to the MLA, Military Lending Act, if the customer is an active member of the military, it is allowable to to sell them a Gap Policy on their loan *

True

False

28. Cyber security liability does not encompass my personal devices: *

True

False

29. While we cannot consider national origin when making credit decisions, we can consider immigration status: *

True

False

30. Any language or behavior that can be offensive to someone is: *

A. Part of the Fair Credit Reporting Act

B. Fine if it was meant all in good fun, they are too sensitive

C. Harassment

D. Allowed at our workplace