ASEP 219 - Basic Service Advising

Credits: 2

Introduces entry level skills needed to perform as a service consultant in a service repair facility. Emphasizes new car dealerships; however also benefits aftermarket shops as well.

Prerequisite(s): None
Corequisite(s): None
Lecture Hours: 60 Lab Hours: 0
Meets MTA Requirement: None
Pass/NoCredit: No

Outcomes and Objectives

Introduces the importance of proper automotive service documentation.
1. Identify and transcript Vehicle Identification Number (VIN) properly.
2. Insure state regulations regarding estimates of vehicle repair costs are completed correctly.
3. Insure repair order has all necessary closing documentation.
Define, transcript, and analyze customer concerns related to a variety of automotive systems.
1. Introduce listening skills in a high pressure environment.
2. Allow student to practice interpretation of nonverbal reactions from a customer.
3. Introduce and practice investigative questioning related to customer concerns.
Introduce and practice time management skills in a variety of shop situations.
1. Introduce importance of maintaining a proper schedule.
2. Allow student to practice satisfying multiple interests within the same time frame.
3. Introduce the prioritization of emergency repairs as compared to current scheduled service.
Introduce and practice math skills needed to complete business transactions.
1. Practice writing estimates.
2. Practice calculating flat rate fees.
3. Practice a variety of ways to convey safety measurements to a customer.