Hand over vehicles to automotive glazing customers

Business Sectors (Suites): Automotive Glazing
Developed by: IMI
Approved on: 30 Mar 2020


This standard covers the completion of the automotive glazing repair/refitting work, including the procedures for handing over the vehicle and communicating to the customer all the work that has been undertaken.  For the purpose of this standard, customers can be either external or internal to the business.

Performance criteria

You must be able to:

P1 ensure that all waste and surplus materials not required by the customer are removed from the vehicle or work site and disposed of or stored appropriately.
P2 liaise with customer to agree satisfactory completion of work or where any discrepancies between the completed work and the specification is identified, agree appropriate action with the customer.
P3 explain any restrictions on the use of the vehicle clearly and correctly to the customer.
P4 advise the customer of any further related work that the vehicle might require.
P5 hand over all keys (and documentation if applicable) belonging to the customer.
P6 follow organisational procedures for processing payments or invoices.
P7 record information on the completion of the work in the appropriate information systems.

Knowledge and Understanding

You need to know and understand:

K1 the reasons why work might not always be completed to specification.
K2 what type of further work might be required for vehicles.
K3 what restrictions should be imposed on the use of the vehicle after different types of work.
K4 how to deal with surplus and waste materials
Payment methods
K5 how to calculate prices
K6 how to process different types of payment method.
K7 the complaints and dispute procedures available to customers
K8 why it is important to establish and maintain goodwill with customers
K9 what type of behaviour can affect goodwill
K10 how to deal with disputes over payment in a manner that maintains goodwill, and refer them to the appropriate personnel when necessary
Information recording
K11 how to record the vehicle handover
K12 why it is important to record details of the handover


Scope Performance

Scope Knowledge





Links To Other NOS

External Links

Version Number


Indicative Review Date

31 Mar 2024





Originating Organisation


Original URN


Relevant Occupations

Tyre Exhaust and Windscreen Fitters

SOC Code



glass; automotive; glazing; cars; vans; mobile plant; buses; coaches