Identify and agree the motor vehicle customer needs
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
- 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