Module Description:
This module introduces the learner to the functions involved in the management of an automotive service and repair retail facility. It covers the functions of automotive service management, workshop management, and reception management. Emphasis is placed on ensuring that maximum customer satisfaction and loyalty is achieved, staff are correctly managed and motivated, and that productivity and profitability targets as set by company policy are achieved.
Module aim:
The aim of this module is to ensure that staff employed at junior management level in the automotive sales and after-sales industry be fully conversant with the scope and nature of what is required at this level in relation to operational systems, customer requirements, staff motivation, and the need for efficiency and cost control and a correct level of profitability to sustain the business.
Module Content:
The role, scope, job description, and qualifications of a service manager,The relevance and operation of a motor industry code of practice.The efficient and cost effective use of resources in the service and workshop departments.Efficient layouts for premises designed for the sale and service of motor vehicles Motivational techniques and the operation of bonus schemes.Staff training requirements.Staff engagement and dismissal, and disciplinary procedures.The role of the workshop supervisor.Workshop plant and equipment: correct type, correct utilisation, and maintenance and the use and care of vehicle type-bound special tools.Calculation of labour charge-out rate.Calculations of labour operational efficiencies.The effects of changes in the EU’s Block Exemption rules on vehicle sales, service, and the sale of spare parts.Linkage between customer service loyalty and vehicle re-purchase decisions and the importance of customer satisfaction.National car testing requirements ( NCT ). The role, scope, job description and qualifications of the service advisorWorkshop loading, booking-in systems, and job card / invoice systems.Manufacturer’s standard repair times, warranty re-imbursement.Price quotations, competitive pricing, seasonal demands.The techniques involved in handling customer complaints.The legal implications involved in repairing/servicing motor vehicles.Salesperson’s product knowledge, product features, and product benefitsThe role, scope, job description and qualifications of the service receptionistThe overall aims of the service reception function.
The module will be delivered by means of lectures supported by video and DVD material, project work, guest lecturers, and industry visits.
| Module Content & Assessment | |
|---|---|
| Assessment Breakdown | % |
| Formal Examination | 70 |
| Other Assessment(s) | 30 |