Trade-related documentation, customer handling and professional ethics
Domain focus
This domain covers trade documentation, customer handling and professional ethics. It tests job cards, estimates, invoices, warranty and parts records, clear communication, informed consent, data privacy and honest advice.
Core rules
- A job card records customer details, vehicle registration, odometer, complaint, authorised work and signatures; it is a working and legal record.
- Give a written estimate before work; obtain approval for additional faults and record declined work.
- An invoice must show parts, labour, taxes and totals clearly; warranty claims need fault description, part number, labour operation and evidence.
- Explain technical findings in plain language, offer options with safety implications, and never promise a result you cannot support.
- Protect customer data and vehicle keys; use genuine or customer-approved parts; disclose mark-ups and return replaced parts on request.
Worked example
A customer authorises a brake pad replacement up to ₹5,000. On inspection the discs are below minimum thickness, raising the estimate to ₹8,200. The correct action is to stop, photograph and measure the discs, explain the safety risk, and obtain written or recorded approval before fitting discs. Fitting them without consent is unauthorised work; fitting pads only and returning the car as safe is also wrong if the discs are below limit.
Traps
Verbal estimates with no record; adding hidden charges; discussing a customer’s vehicle or data with others; using counterfeit parts; failing to document declined safety work; promising warranty coverage before the maker approves it.