Professional Ethics & Standards Flashcards
7 cards from real ASF practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Professional Ethics & Standards flashcards as text
A customer becomes verbally abusive during a service call. The most professional response is to:
Answer: Calmly attempt to de-escalate and, if unsuccessful, end the call professionally
Professionalism requires attempting de-escalation calmly, and if safety is at risk, withdrawing in a controlled and documented manner.
Which best describes 'informed consent' in appliance service?
Answer: The customer is given enough information to understand the repair and authorizes it before work begins
Informed consent means the customer understands what work will be done, the cost, and the risks before authorizing the technician to proceed.
Which behavior violates environmental ethics standards for appliance technicians?
Answer: Disposing of old refrigerant by venting it into the atmosphere
Venting refrigerants is illegal under EPA Section 608 and violates both environmental law and professional ethics.
An appliance technician overhears a coworker inflating diagnostic times on customer invoices. The ethical action is to:
Answer: Report the behavior to a supervisor or ethics authority
Reporting unethical billing practices through proper channels is the correct response to protect customers and the profession's integrity.
When a manufacturer's recall is discovered during a service call, the technician is ethically obligated to:
Answer: Inform the customer of the recall and advise them on how to proceed
Informing customers of known recalls is part of the technician's duty of care and protects customer safety.
A technician is asked to write a customer review of their own service. This practice is considered:
Answer: Unethical because it is deceptive to potential customers
Writing fake or self-generated customer reviews is deceptive and violates FTC guidelines and professional ethics standards.
Which best describes the ethical standard for diagnostic fees in appliance service?
Answer: Customers should be informed of diagnostic fees before any diagnosis begins
Customers must be informed of any fees before services are rendered to ensure transparency and avoid disputes.