Employability Skills
What the exam tests
This domain covers communication, teamwork, customer service, digital literacy, safety behaviour and problem solving at the workplace. Questions are practical: how to explain a repair, record a job or handle a complaint.
Core rules
- Listen fully, use plain language and confirm the customer understands the fault, options, cost and time.
- Give a written estimate before starting chargeable work; record variations.
- Follow the job card, keep appointments and inform the customer of delays.
- Work safely and keep the work area clean; protect floors and fixtures.
- Use mobile messages, photos and digital payments carefully; protect customer data.
- Report problems to the supervisor rather than hiding them.
Worked example
A customer says, “The tap is leaking.” Ask when it leaks, isolate the supply, inspect the washer and seat, then explain: “The washer is worn; replacement takes about 30 minutes and costs ₹X.” Confirm approval, repair, test and leave a receipt. Reason: diagnosis, options, cost and consent prevent disputes.
Traps
Using jargon; promising a fixed price before inspection; starting without approval; no receipt; arguing with a customer; unsafe shortcuts.