Automotive Parts, Sales & Customer Service

California (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Identify and follow workplace safety procedure in an automotive retail environment

Identify workplace hazards and explain the necessary steps to avoid personal injury or property damage

Follow environmental and sustainability best practice in an automotive workplace

Identify and follow workplace emergency procedures regarding illness and accidents, safety warnings, and emergency evacuations

Identify and follow workplace manual handling procedures

Conduct online transactions in an automotive workplace

Promote automotive products and services

Respond to customer needs and enquiries in an automotive workplace

Use numbers in an automotive workplace

Process customer complaints in an automotive workplace

Identify and match uncommon automotive parts

Demonstrate equipment to customers and explain functioning of equipment

Mark and store parts in stockrooms according to prearranged systems

Descuss use and features of various parts, based on knowledge of machines or equipment

Maintain and clean work and inventory and work areas

Identify information needed and the service requested on a repair order

Complete work order to include customer information, vehicle identifying information, customer concern, related service history, cause, and correction

Communicate effectively in an automotive workplace

Demonstrate customer service skills in an automotive retail setting

Sell automotive products and services

Select and supply automotive parts and products

Carry out warehousing procedures in an automotive workplace

Maintain business image in an automotive workplace

Coordinate visual merchandising activities

Related Instruction Outline

Related Instruction Content

Training Provider(s):

AAG

AAGA002

AAGA102

AAGA104

AAGCSE

AAGK102

AAGLVVR

Workplace Safety

Environment and sustainability

Identification of automotive tools and equipment

Preparing a vehicle for service

Service Operations

Workplace employability skills - work habit

Respond to customer needs and enquiries in an automotive workplace

Identify and plan sales prospects

Follow environmental and sustainability best practice in an automotive workplace

Present, secure and support sales solution

Establish rapport with customers

New age technology: an introduction to EV and hybrid vehicles

Creating a positive customer experience

Effective communication

The language of sales and upselling

Automotive spare parts interpretation

Preparing vehicle for service and customer

Classroom instruction

In a classroom learning environment, students will undertake a variety of activities based around the customer service experience, self-awareness, selfconfidence, workplace expectations, budgeting, and safety.

VR Instruction

Apprentices will have to complete 8 hours of Virtual Reality (VR) based training that includes: first imprecisions, receiving and giving a 5-star experience, personal protective equipment, fire equipment, battery safety and service, engine oil change, receiving and storage safety, manual lifting and safety data sheets, lockout and tagout, A-Frame and straight stepladders.

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