Identify and agree the motor vehicle customer needs

URN: IMICA08
Business Sectors (Suites): Accident Repair - Mechanical, Electrical and Trim,Accident Repair - SMART - Cosmetic,Accident Repair - SMART - PDR,Auto Electrical and Mobile Electrical Installation,Automotive Glazing,Maintenance and Repair - Light Vehicle,Maintenance and Repair - Caravans and Motorhomes,Maintenance and Repair - Heavy Goods and Public Service Vehicles,Maintenance and Repair - Heavy Vehicle Trailer,Maintenance and Repair - Lift Truck,Maintenance and Repair - Motorcycle,Roadside Assistance,Vehicle Fitting,Vehicle Recovery,Statutory Periodic Technical Inspection,Coachbuilding,Maintenance and Repair - Cycle,Vehicle Body Repair,Core Automotive
Developed by: IMI
Approved on: 2025

Overview

This standard is about gaining information from customers on their perceived needs, giving advice and information and agreeing a course of action, contracting for the agreed work and completing all necessary records and instructions.


Performance criteria

You must be able to:

P1 obtain the relevant information from the customer to make an assessment of their own and perceived vehicle needs
P2 provide customers with accurate, current and relevant advice and information on suitable vehicle inspection, repair and/or service procedures, potential courses of action, the implications of courses of action and the estimated costs
P3 provide advice and information clearly and in a form and manner which the customer will understand
P4 actively encourage customers to ask questions and seek clarification during your conversation.
P5 support the accurate identification and clarification of customer and vehicle needs, by referring to vehicle data and operating procedures
P6 agree with the customer before accepting the vehicle and record the extent and nature of the work to be undertaken, the terms and conditions of acceptance, the cost and the timescale
P7 confirm your customer's understanding of the agreement you have made
P8 ensure your recording systems are complete, accurate, in the format required and signed by the customer where necessary
P9 pass all completed records to the next person in the process promptly
P10 gain further customer approval where the contracted agreement is likely to be exceeded


Knowledge and Understanding

You need to know and understand:

K1 the relevant legal requirements of consumer legislation and the consequences of your own actions in respect of these
K2 the different types of company and product warranties that you deal with within your organisation
K3 the limits of your own responsibility for accepting and returning vehicles
K4 the importance of keeping customers informed and managing their expectations
K5 your workplace requirements for the completion of records and documentation
K6 how to communicate effectively with, and listen to, customers
K7 how to adapt your language when explaining technical matters to non-technical customers
K8 how to extract the relevant information to identify and agree the motor vehicle customer needs
K9 how to care for customers and achieve customer satisfaction
K10 the range of options available to meet customer needs
K11 the range and type of services offered by your organisation
K12 the effect of non-availability of resource upon the receipt of customer vehicles and for the completion of the work
K13 where and how to access costing and work completion time information


Scope/range

  1. Motor vehicle could include:
    1.1. light vehicles
    1.2. heavy goods and public service vehicles
    1.3. motorcycles
    1.4. lift trucks
    1.5. heavy vehicle trailers
    1.6. caravans and motorhomes

Scope Performance


Scope Knowledge


Values


Behaviours


Skills


Glossary


Links To Other NOS


External Links


Version Number

3

Indicative Review Date

2031

Validity

Current

Status

Original

Originating Organisation

IMI

Original URN

IMIARBG1

Relevant Occupations

Accident Repair Technicians, Auto and Mobile Installation Technicians, Auto-electrical Technician (Automotive), Automotive Aftermarket Electrical Enhancement Technician (Automotive), Automotive Paint Supervisor, Automotive Paint Technician, Body Repair and Alignment Technician (Automotive), Body Repair Technician (Automotive), Caravan and Motorhome Diagnostic Technician (Automotive), Caravan and Motorhome Service Technician (Automotive), Caravans and Motorhomes Diagnostic Technician (Automotive), Caravans and Motorhomes Service Technician (Automotive), Cosmetic Refinishing Technician (Automotive), Cosmetic Senior Refinishing Technician (Automotive), Heavy Vehicle Diagnostic Technician (Automotive), Heavy Vehicle Fleet/Service Manager (Automotive), Heavy Vehicle Master Technician (Automotive), Heavy Vehicle Service Technician (Automotive), Heavy Vehicle Trailer Diagnostic Technician (Automotive), Heavy Vehicle Trailer Fleet/Service Manager (Automotive), Heavy Vehicle Trailer Master Technician (Automotive), Heavy Vehicle Trailer Service Technician (Automotive), Lift Truck Service Technician (Automotive), Lift Truck Trailer Diagnostic Technician (Automotive), Lift Truck Trailer Master Technician (Automotive), Lift Truck Workshop Controller , Light Vehicle Diagnostic Technician (Automotive), Light Vehicle Master Technician (Automotive), Light Vehicle Service Technician (Automotive), Maintenance and Repair Technicians, Mechanical, Electrical and Trim Assistant Technician (Automotive), Mechanical, Electrical and Trim Technician (Automotive), Motorcycle Diagnostic Technician, Motorcycle Fleet/Service Manager (Automotive), Motorcycle Master Technician (Automotive), Motorcycle Service Technician, PDR Senior Technician (Automotive), PDR Technician (Automotive), Roadside Assistance Manager, Roadside Assistance Operator, Roadside Assistance Operators, Roadside Assistance Senior Operator, Roadside Assistance Senior Technician, Roadside Assistance Technician, Specialist Tyre Fitting Operations (Automotive), Tyre Exhaust and Windscreen Fitters , Tyre Fitting Operations (Automotive), Bus and Coach Mechanic, Bus and Coach Electrician, Bus and Coach Mechelec, Bus and Coach Body Repairer, Motorcycle Preparation Technician

SOC Code

5231

Keywords

Identify; agree; motor; vehicle; customer; needs;