View Unit : Competency in Identifying and Agreeing Motor Vehicle Customer Service Needs

Unit

Unit Reference Number

K/601/6383

Qualification Framework

QCF

Title

Competency in Identifying and Agreeing Motor Vehicle Customer Service Needs

Unit Level

Level 3

Unit Sub Level

None

Guided Learning Hours

Unit Credit Value

Date of Withdrawal

SSAs

4.3 Transportation Operations and Maintenance

Unit Grading Structure

Pass

Assessment Guidance

This unit must be assessed in accordance with the IMI Assessment Strategy and adhere to the Competency Unit Assessment Requirements developed for the unit, both of which can be downloaded from the IMI website:

http://www.motor.org.uk/standards-and-qualifications/qualification-credit-framework-5.1-qcf.html

View Unit's Qualifications

Learning Outcomes and Assessment Criteria

Learning Outcome - The learner will:		Assessment Criterion - The learner can:
1	be able to obtain relevant information from the customer	1.1	obtain and interpret sufficient, relevant information, from the customer to make an assessment of their needs.
1	be able to obtain relevant information from the customer	1.2	clarify customer and vehicle needs by referring to vehicle data and operating procedures
2	be able to provide relevant information to the customer	2.1	provide customers with accurate, current and relevant advice and information, in a form that the customer will understand.
2	be able to provide relevant information to the customer	2.2	demonstrate techniques which encourage customers to ask questions and seek clarification during conversation
3	be able to agree work undertaken with the customer	3.1	summarise and record work agreed with the customer, before accepting the vehicle.
3	be able to agree work undertaken with the customer	3.2	implement confirmation of the agreement by ensuring customer understanding
4	be able to ensure recording systems are implemented correctly	4.1	use recording systems which are accurate and complete, in the required format and signed by the customer where necessary
		4.2	perform the next stage in the process by passing on completed records to the correct person promptly.
		4.3	demonstrate correct procedures for customer approval where the contracted agreement is likely to be exceeded.

Equivalent Units

There are no equivalences to display.