Process vehicle service or repair requests

COURSE PURPOSE

The qualifying learner is capable of receiving customers in such a way that their natural anxiety is reduced to a minimum and to establish the customer’s requirements and concerns about the performance of his or her vehicle and advising the customer on appropriate further service or repair options. This unit standard makes provision for the automotive retail industry with special reference to the service of vehicles in the following categories: Light commercial vehicles, passenger vehicles, recreational vehicles, Motor cycles, Tri-cycles, Quad cycles, Boats, Off Road (ATR) vehicles and earth moving equipment.

WHAT YOU’LL LEARN

Upon achieving this unit standard, the learner will be able to establish customers’ concerns, effectively identifying and addressing their needs and issues. They will be adept at using a customer’s service history to ensure continuity of the service relationship, maintaining a consistent and informed approach to customer care. The learner will also be skilled in managing various pressured customer interface situations, demonstrating the ability to handle challenging interactions professionally and calmly. Additionally, they will be capable of selling service and repair options to customers, clearly explaining benefits and options available. The learner will be proficient in interpreting warranties and guarantees, applying them correctly to ensure customer satisfaction and compliance with company policies. Finally, they will be able to conclude the service consultancy process efficiently, ensuring all aspects of the consultation are completed and the customer is fully informed.