Service Advisor / Vehicle Maintenance

GroupingAutomotive 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.

OverviewThe 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:
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:
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