Service Advisor / Vehicle Maintenance
Grouping: Automotive Sales and Support Services: NQF Level 4
Career path: With the right amount of experience, service advisors may advance to a position such as Service Manager.
Overview: The position of Service Advisor forms a crucial part of any dealership’s customer service and must maintain a perfect balance between the Service Reception (where the customer is received and welcomed and also where the customer’s vehicle is collected again), the Workshop and the Customer. Our Service Advisor course covers all the major areas of what the role of a Service Advisor encompasses and how he/she must conduct him/herself. The learner must obtain 150 Credits before this course is deemed to be completed.
- Pre-Requisites: Grade 12 and Employed by a Motor Dealership. A learner will enter into an 18 month contract with his/her employer, MerSETA and the Training Provider.
- Duration: 36 days
| Training Week 1 & 2 | Training Week 3 & 4 | Training Week 5, 6, 7 & 8 |
|---|---|---|
| 10 Days | 10 Days | 16 Days |
| Before you can start these two weeks you must have completed Week 1 & 2. A 1 month interval is applicable before commencing Week 3 & 4. | Final Training for this Course. Before you can start these four weeks you must have completed Week 3 & 4. A 1 month interval is applicable before commencing Week 5, 6, 7 & 8. Upon successful completion of this Learnership, the learner will be issued a MerSETA accredited certificate. |
| Topics Covered |
|---|
| Describe the interaction with internal departments and external sales support structures: |
| Topic 1: Describe the sales support structures. |
| Topic 2: Roles and responsibilities of external sales staff. |
| Topic 3: Working as a team. |
| Unit Standard 259898: Advise customers to optimise choice and benefits: |
| Topic 1: Present all options and products. |
| Topic 2: explain and compare features, advantages and benefits of a vehicle |
| Unit standard 119676: Apply the skills of a specific work environment: |
| Topic 1: Understand current theories of customer service. |
| Topic 2: Apply knowledge of personality styles to respond appropriately to a customer |
| Topic 3: Analyse information in order to provide customer service. |
| Topic 4: Respond to queries. |
| Unit Standard 259886: Conduct sales and support services |
| Topic 1: Understand early buying signals |
| Topic 2: Formalise commitments to purchases |
| Unit Standard 242655: Demonstrate knowledge and application of ethical conduct in a business environment: |
| Topic 1: Understand business ethics in the workplace |
| Topic 2: Describe the role of a code of conduct in a business environment. |
| Topic 3: Analyse various codes of conduct and implications of non-compliance |
| Unit standard 259918: Evaluate personal sales performance in the retail industry: |
| Topic 1: Analyse sales figures and make sales forecasts |
| Unit standard 259917: Identify customers and generate selling opportunities: |
| Topic 1: Identify potential customers |
| Topic 2: Make contact with potential customers |
| Topic 3: Interaction with customers throughout the sales process |
| Unit standard 259959: Sell products to corporate fleet owners: |
| Topic 1: Identify the follow up corporate prospects |
| Topic 2: Make contact with corporate prospects |
| Topic 3: Present Information To corporate Prospects |
| Topic 4: Conclude deal with corporate prospect |
| Unit Standard 119472: Accommodate audience and context needs in oral/signed communication |
| Unit standard 119457: Interpret and use information from texts |
| Unit Standard 119467: Use language and communication in occupational learning programme: |
| A DAY WITH HENRY |
| Unit standard 119465: Write/present/sign texts for a range of communicative contexts |
| Unit standard 9015: Apply knowledge of statistics and probability to critically interrogate and effectively communicate findings on life related problems |
| Unit standard 119469: Read/review analyses and respond to a variety of texts: |
| A DAY WITH HENRY |
| Unit standard 9016: Represent analyse and calculate |
| Unit standard 119471: Read represent and analyse, use communication in occupational learning |
| Unit standard 7468: Use mathematics to investigate and monitor the financial aspect of personal, business, national and international issues. |
| Unit standard 259877: Demonstrate product knowledge of vehicle components and systems: |
| Topic 1: Interpret customers’ requests |
| Topic 2: Explain the vehicle systems |
| Topic 3: Your organisations system of identifying parts |
| Unit Standard 259878: Handover a serviced vehicle: |
| Topic 1: Actual inspection of the vehicle |
| Topic 2: Handling documentation |
| Topic 3: Processing and receiving payments |
| Unit standard 259957: Make appointments and control flow of customers: |
| Topic 1: Capture and maintain customer database and vehicle history |
| Topic 2: Prepare for the customers arrival and estimate possible costs |
| Topic 3: Book in work and provide courtesy services to the customer |
| Topic 4: Attend to customers queries or complaints |
| Unit standard 259919: Process vehicle service or repair request: |
| Topic 1: Understand the customer concerns and update service history |
| Topic 2: Retrieve and update customer’s service history |
| Topic 3: Agree on current service plan and costs |
| Topic 4: Draw up job card and record follow up |
| Unit standard 259897: Merchandise and display products, services and related goods: |
| Topic 1: Understand and evaluate display techniques |
| Topic 2: maintain displays and plan future displays |
| Unit standard 259899: Present and demonstrate the features, advantages and benefits of a vehicle |
| 119462: Engage in sustained oral/signed communication and evaluate spoken/signed texts |