View Unit : Knowledge of how to Identify and Agree Motor Vehicle Customer Service Needs

Unit

Unit Reference Number

R/601/6247

Qualification Framework

QCF

Title

Knowledge of how to Identify and Agree 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 Knowledge Unit Syllabus, 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	understand legislative and organisational requirements and procedures	1.1	describe the fundamental legal requirements of current consumer legislation and the consequences of their own actions in respect of this legislation
		1.2	describe the content and limitations of company and product warranties for the vehicles dealt with by their company
		1.3	explain the limits of their own authority for accepting vehicles
		1.4	explain the importance of keeping customers informed of progress
		1.5	describe their workplace requirements for the completion of records
		1.6	explain how to complete and process all the necessary documentation
2	understand how to communicate and care for customers	2.1	explain how to communicate effectively with customers
		2.2	describe how to adapt your language when explaining technical matters to non-technical customers
		2.3	explain how to use effective questioning techniques
		2.4	describe how to care for customers and achieve customer satisfaction
3	understand company products and services	3.1	describe the range of options available to resolve vehicle problems
		3.2	describe the range and type of services offered by their company
		3.3	explain the effect of resource availability upon the receipt of customer vehicles and the completion work
		3.4	explain how to access costing and work completion time information

Equivalent Units

There are no equivalences to display.