Skilled and Tech Transportation

COLLISION NON-STRUCTURAL REPAIR

Standard 12 Apply negotiation skills to obtain a mutual agreement. Standard 13 Interpret and explain manual or computer-assisted estimate to customer/client. Performance ^Ŭŝůů Understand and perform customer relations and sales skills. x Acknowledge and/or greet customer/client. x Listen to customer/client; collect information and identify customers/client's concerns, needs and expectations. x Establish cooperative attitude with customer/client. x Identify yourself to customer/client; offer assistance. x Deal with angry customer/client. x Identify customer/client preferred communication method; follow up to keep customer/client informed about parts and the repair process. x Recognize basic claims handling procedures; explain to customer/client. x Project positive attitude and professional appearance. x Provide and review warranty information. x Provide and review technical and consumer protection information. x Estimate and explain duration of out-of-service time. x Apply negotiation skills to obtain a mutual agreement. x Interpret and explain manual or computer-assisted estimate to customer/client. STRAND 11 Students will understand the importance of career readiness skills as it relates to the workplace and outlined in the SkillsUSA Framework – Level 2. Standard 1 Understand and demonstrate reliability. x Determine individual time management skills. x Explore what’s ethical in the workplace or school. x Demonstrate awareness of government. x Demonstrate awareness of professional organizations and trade unions. Standard 2 Understand and demonstrate responsiveness. x Define the customer. x Recognize benefits of doing a community service project.

x Demonstrate social etiquette. x Identify customer expectations.

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