Conduct vehicle enhancement and installation consultations with customers in the motor vehicle environment
Overview
This standard is about carrying out consultations with customers to investigate their concerns relating to electrical enhancements for their vehicle. It also includes making recommendations to ensure that the customer’s concerns are addressed and explaining the outcomes that the enhancements will achieve so that customers fully understand the work that will be undertaken.
Performance criteria
You must be able to:
P1 respond to customers' concerns in a positive and friendly manner
P2 give a positive impression of yourself and your organisation when dealing with customers
P3 obtain sufficient, detailed information using suitably structured questions
P4 provide customers with accurate, current and relevant advice and information on vehicle enhancement products
P5 support the identification of suitable vehicle enhancement installations, by reviewing:
P5.1 vehicle technical data
P5.2 diagnostic test procedures.
P5.3 customer requirements
P5.4 electrical component technical data
P6 explain to the customer the implications of any enhancement(s) that may be needed clearly in simple and non complex terms
P7 give technical advice and information accurately, clearly and in a form and manner which the customer will understand using simple and non complex terms
P8 liaise with the customer and or other relevant person(s) to agree the next course of action
P9 explain to customers the action that has been taken regarding their vehicle clearly in simple and non complex terms
P10 ensure that your records are complete, accurate, in the format required and signed by the customer, when necessary
P11 suggest possible methods for improving the customer care process to your manager, when necessary
Knowledge and Understanding
You need to know and understand:
Legislative and organisational requirements and procedures
K1 the current health and safety legislation and workplace procedures relevant to workshop practices and personal and vehicle protection when enhancing vehicle systems
K2 legal requirements relating to the vehicle (including road safety requirements)
K3 your workplace procedures for:
K3.1 recording fault location and correction activities
K3.2 reporting the results of tests
K3.3 the referral of problems
K3.4 reporting delays to the completion of work
K4 the importance of working to recognised procedures and processes and obtaining the correct information for enhancement activities to proceed and how to formulate and construct procedures and processes in order for enhancement activities to proceed
K5 the importance of documenting installation and enhancement information
K6 the importance of working to agreed timescales and keeping others informed of progress
K7 the relationship between time and costs
K8 the importance of promptly reporting anticipated delays to the relevant person(s)
Personal skills
K9 how to give straightforward presentations on technical matters
K10 how to communicate effectively with and listen to customers
K11 how to present yourself in a positive and professional manner to customers
K12 how to recognise and handle different customer reactions
K13 how to adapt your language when explaining technical matters to customers
K14 how to use effective questioning techniques
K15 how to care for customers and achieve customer satisfaction
K16 your organisation's requirements for personal appearance and conduct when dealing with customers
Scope/range
- Enhancements may include:
1.1. audio systems
1.2. visual displays
1.3. CCTV systems
1.4. communication systems
1.5. networking systems
1.6. mobile data terminals
1.7. body electric systems
1.8. data logging
1.9. water heaters
1.10. safety systems
1.11. lighting systems
1.12. tow bar electrical systems
1.13. auxiliary power supplies
1.14. software modification
1.15. navigation systems
1.16. inverters
1.17. high current devices
1.18. additional battery
1.19. battery management systems
1.20. electronic security systems
Scope Performance
Scope Knowledge
Values
Behaviours
Skills
Glossary
This section contains examples and explanations of some of the terms used but does not form part of the standard.
Agreed timescales
Examples include: manufacturer’s recommended work times, job times set by your company or a job time agreed with a specific customer
Consultations with Customers
Examples include face to face and telephone conversations including questioning. It also includes giving technical advice, product information and clarification of technical issues after work has been completed
Customer Reactions
Examples include anger, confusion, frustration
Electronic security systems
To include alarm systems, immobiliser systems, telematics/vehicle location systems and electronic deadlocking systems
Vehicles
These can be any of the following – light vehicles, heavy goods and public service vehicles, motorcycles, mopeds and scooters, fork lift trucks, motorhomes and emergency services vehicles.