AUT 870 - Automotive Service Management

1. Explain policies for customer service.
   1. Define customer service.
   2. Describe customer satisfaction.
   3. List customer expectations.
   4. Identify policies.
   5. Identify procedures.
   6. Describe policy adjustments.
   7. Explain consumer protection laws.
   8. Explain related state and federal regulations.
2. Demonstrate customer service procedures.
   1. Perform customer interview.
   2. Prepare an estimate of repairs.
   3. Show a customer technical procedures.
   4. Modify an estimate of repairs.
   5. Relate customer expectations to the repair procedure.
   6. Prepare a “follow-up” survey.
3. Assess dealership organizational structures.
   1. Draw typical organizational flow charts.
   2. Write job descriptions for listed positions.
   3. Compare organizational charts.
   4. Identify strengths.
   5. Identify weaknesses.
4. Define standard business terms.
   1. Define accounting terms.
   2. Define management terms.
   3. Define marketing terms.
   4. Define franchise agreements.
5. Assemble methods of selling service.
   1. Identify sales technique.
   2. Describe sales strategies.
   3. Develop a plan for selling a specific service.
   4. Develop a plan for increasing quantity of customers.
6. Evaluate vehicles for needed repairs.
   1. Identify candidate systems for inspection.
   2. Inspect vehicles.
   3. List needed repairs.
   4. Estimate cost of repairs.
7. Evaluate vehicles for needed service.
   1. Identify recommended service using proper maintenance schedule.
   2. Research vehicle service history.
   3. Estimate cost of needed service.
8. Create repair orders.
   1. Reproduce repair orders.
   2. Identify parts and service information.
   3. Examine history of an automobile using repair orders.
   4. Design a repair order.
   5. Generate an electronic repair order.
   6. Generate an electronic repair estimate
   7. Retrieve electronic repair orders from a database.