Employability Skills, Entrepreneurship and Customer Service
Workplace and customer skills
This domain tests communication, teamwork, interview readiness, customer handling and basic business sense. A technician must explain a fault in plain language, give an estimate before work, record approval and hand over the invoice with old parts if asked. Use a job card with vehicle details, complaint, diagnosis, parts, labour, taxes and warranty terms. GST invoices need correct GSTIN, HSN/SAC and tax rate. Handle complaints by listening, acknowledging, checking facts and agreeing a solution; never argue in the bay. Upselling must be based on measured need, such as worn pads, not pressure.
Entrepreneurship basics
A small workshop needs a market survey, location, tools, licences, insurance, supplier terms and cash-flow plan. Break-even units = fixed cost ÷ contribution per job. Keep separate business and personal money, issue receipts, and track repeat customers. A simple SWOT analysis identifies strengths, weaknesses, opportunities and threats.
Worked example
Fixed monthly cost is ₹40,000 and each service contributes ₹200 after parts and direct labour. Break-even = 40,000/200 = 200 services per month. If the workshop can do only 150, it makes a loss unless contribution rises or fixed cost falls. Show the formula and the decision.
Traps
Overpromising delivery time, skipping the estimate, not explaining warranty, and mixing personal cash with business cash lose marks and customers. A low price does not fix poor communication.