P2 Certification Test Summary

A. General Operations (11 questions)

1. Calculate discounts/percentages.

2. Calculate special handling charges.

3. Identify and convert units of measure.

4. Determine alphanumeric sequences.

5. Determine sizes with precision measuring tools and equipment.

6. Perform money transactions (cash, cheques, and credit cards).

7. Perform sales and credit invoicing.

8. Interact with management and fellow employees.

9. Demonstrate housekeeping skills (facility, work stations, and backroom).

10. Assist with new employee training.

11. Demonstrate proper safety practices.

12. Identify proper handling of regulated and/or hazardous materials.

13. Identify potential security risks.

14. Identify parts industry terminology.

B. Customer Relations and Sales Skills (14 questions)

1. Identify customer types (do-it-yourself and professional installer).

2. Identify customer needs.

3. Provide technical and other information.

4. Handle customer complaints and returns.

5. Acknowledge customer.

6. Demonstrate proper telephone skills.

7. Obtain pertinent application information.

8. Present professional image.

9. Recommend related items.

10. Identify product features and benefits.

11. Handle objections.

12. Balance telephone and in-store customers.

13. Promote store services and features.

14. Promote upgraded products.

15. Solve customer problems.

16. Close sale.

C. Vehicle Systems Knowledge (30 questions)

Two questions each–identify major components and their function–for 13 vehicle systems, plus miscellaneous questions.

D. Vehicle Identification (2 questions)

1. Locate vehicle ID number (VIN).

2. Locate production date.

3. Locate component identification data.

4. Identify body styles.

5. Utilize additional references.

6. Locate paint code(s).

E. Cataloguing Skills (5 questions)

1. Locate proper catalogue.

2. Obtain and interpret additional information.

3. Utilize additional reference material (technical bulletins, interchange list, supplements, etc.).

4. Identify catalogue terminology and abbreviations.

5. Locate index and table of contents.

6. Perform catalogue maintenance.

F. Inventory Management (5 questions)

1. Report lost sales.

2. Verify incoming and outgoing merchandise.

3. Perform physical inventory.

4. Report inventory discrepancies.

5. Perform stock rotation.

6. Handle special orders.

7. Perform proper core handling (i. e. accepting or declining cores, storage, and return).

8. Handle warranty returns.

9. Determine proper selling unit (each, pair, case, etc.) increment.

10. Handle return of broken kits, special order parts, and exchange parts.

G. Merchandising (3 questions)

1. Locate and arrange displays.

2. Display pricing.

3. Inspect and maintain shelf quantities/ conditions.

4. Identify impulse, seasonal, and related items.