NZQA Expiring unit standard
Title Demonstrate knowledge of and sell automotive service
11745 version 5
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Level
Purpose
3 Credits 4
This unit standard is for people in automotive industry. People credited with this unit standard are able to: demonstrate knowledge of the role and responsibilities of a person selling service in the automotive industry; demonstrate knowledge of the service offered; establish customer's need for the service; offer the service to the customer; and close the sale.
Classification Motor Industry > Automotive Sales
Available grade Achieved
Explanatory notes
1 The following legislation and its amendments are required to be consulted and followed:
– Consumer Guarantees Act, 1993;
– Fair Trading Act, 1986.
2 Reference to company satisfaction and company policy means that the standard must comply with any policies, procedures, and requirements of the company involved, and the ethical codes of relevant professional management.
Outcome 1
Demonstrate knowledge of the role and responsibilities of a person selling service in the automotive industry.
Evidence requirements
1.1 Personal attributes of a person selling service are identified as those considered desirable by the company.
Range product and job knowledge, personal presentation, communication skills, selling skills.
1.2 The responsibilities of a person selling or offering service under the Consumer
Guarantees Act are defined.

New Zealand Qualifications Authority 2020 NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542

NZQA Expiring unit standard
Outcome 2
Demonstrate knowledge of the service offered.
Evidence requirements
2.1 Marketable components of selling service are identified.
Range
11745 version 5
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Outcome 3
Establish customer's need for the service.
Evidence requirements
3.1 Customer is qualified in terms of the service requested.
Range purchaser, enquirer, complainant.
3.2 Customer's needs for the service are identified.
Range use of open and closed questions, listening skills, non-verbal cues.
3.3
3.4
3.5
Customer's goodwill is established according to company policy.
Customer's buying signals are identified during the qualification process.
The method of purchasing the service is defined in accordance with company policy.
Range
Outcome 4 cash, account, card.
Offer the service to the customer.
Evidence requirements
4.1 Features and benefits of the service are offered to match the customer's buying motives.
4.2
4.3
The initial approach to the customer is timed to match the service situation.
Benefits of having the service carried out are emphasised during the presentation.
4.4 Opportunities to sell additional service, parts, and accessories are identified and acted upon consistently.

New Zealand Qualifications Authority 2020 NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542

NZQA Expiring unit standard
4.5
11745 version 5
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Customer's objections and resistance to the service offered are identified and overcome to customer and company satisfaction.
4.6 Company's standards of courtesy are displayed to the customer.
Outcome 5
Close the sale.
Evidence requirements
5.1 After-service assurances are conveyed, where applicable.
5.2 The sale is closed using methods in accordance with company policy.
Range direct, trial, alternative, summary.
5.3 Customer's goodwill is maintained during the closing of the sale.
This unit standard is expiring. Assessment against the standard must take place by the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process Version Date Last Date for Assessment
Registration
Review
1
2
25 September 1997
28 February 2001
31 December 2016
31 December 2016
Review
Rollover
3
4
25 June 2007
19 November 2010
31 December 2016
31 December 2016
Rollover 5 18 February 2016 31 December 2020
Consent and Moderation Requirements (CMR) reference 0014
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do
.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or an inter-institutional body with delegated authority for quality assurance, before they can report credits from assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and which are assessing against unit standards must engage with the moderation system that applies to those standards.

New Zealand Qualifications Authority 2020 NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542

NZQA Expiring unit standard 11745 version 5
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Consent requirements and an outline of the moderation system that applies to this standard are outlined in the Conesnt and Moderation Requirements (CMR). The CMR also includes useful information about special requirements for organisations wishing to develop education and training programmes, such as minimum qualifications for tutors and assessors, and special resource requirements.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542

New Zealand Qualifications Authority 2020