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Jun 05, 2023
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AUT 870 - Automotive Service Management Credits: 2 Lecture Hours: 1 Lab Hours: 2 Practicum Hours: 0 Work Experience: 0 Course Type: Voc/Tech Provides instruction in customer relations, service sales, shop management and business practices in the automotive shop. Competencies
- Explain policies for customer service.
- Define customer service.
- Describe customer satisfaction.
- List customer expectations.
- Identify policies.
- Identify procedures.
- Describe policy adjustments.
- Explain consumer protection laws.
- Explain related state and federal regulations.
- Demonstrate customer service procedures.
- Perform customer interview.
- Prepare an estimate of repairs.
- Show a customer technical procedures.
- Modify an estimate of repairs.
- Relate customer expectations to the repair procedure.
- Prepare a “follow-up” survey.
- Assess dealership organizational structures.
- Draw typical organizational flow charts.
- Write job descriptions for listed positions.
- Compare organizational charts.
- Identify strengths.
- Identify weaknesses.
- Define standard business terms.
- Define accounting terms.
- Define management terms.
- Define marketing terms.
- Define franchise agreements.
- Assemble methods of selling service.
- Identify sales technique.
- Describe sales strategies.
- Develop a plan for selling a specific service.
- Develop a plan for increasing quantity of customers.
- Evaluate vehicles for needed repairs.
- Identify candidate systems for inspection.
- Inspect vehicles.
- List needed repairs.
- Estimate cost of repairs.
- Evaluate vehicles for needed service.
- Identify recommended service using proper maintenance schedule.
- Research vehicle service history.
- Estimate cost of needed service.
- Create repair orders.
- Reproduce repair orders.
- Identify parts and service information.
- Examine history of an automobile using repair orders.
- Design a repair order.
- Generate an electronic repair order.
- Generate an electronic repair estimate
- Retrieve electronic repair orders from a database.
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