SKM Automotive Aftersales L2 flashcards
SKM Automotive Aftersales L2 · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Reception greeting standard
- Acknowledge a arriving customer within about 30 seconds, confirm name and contact details, and record the vehicle registration and VIN before discussing the concern.
- Condition report at handover
- A signed record of odometer, fuel level, and existing body damage made with the customer before work starts, used later to settle damage disputes.
- Writing the customer concern
- Record the symptom and the conditions in which it occurs, in the customer's words, without naming a cause; the technician performs diagnosis.
- Declined work record
- Advisory items the customer refuses are written on the job order with the customer's acknowledgement, documenting that the advice was given.
- Job order minimum content
- VIN, odometer, complaint, authorized operations, parts, labour allowance, assigned technician, promised time, and the customer's spending authorization limit.
- Estimate presentation order
- Present safety-critical items first, manufacturer-scheduled maintenance second, and convenience advisories last, with a cost for each group.
- Supplementary authorization rule
- Any extra work that raises cost or time beyond the customer's agreed limit needs fresh approval recorded on the job order before it proceeds.
- Job order status flow
- The controlled sequence open, authorized, in progress, quality check, completed, invoiced, and closed, which keeps every job traceable.
- Evidence-based upsell
- Recommend additional work only when a measurement supports it, such as tread depth or pad thickness, and show that measurement to the customer.
- Available stock formula
- Available stock equals quantity on hand minus quantities allocated to open job orders minus reservations; ordering is based on this figure, not on-hand stock.
- Reorder point formula
- Reorder point equals average daily demand multiplied by lead time in days, plus a safety stock allowance for demand and delivery variation.
- Part supersession
- A manufacturer mapping from an obsolete part number to its replacement; the catalogue must be checked before fitting so the correct current part is used.
- Perpetual inventory
- A stock method where every receipt and issue is posted at the moment of transaction, so book stock is continuously maintained and reconciled by periodic counts.
- Warranty return part tagging
- Replaced parts held for warranty inspection are labelled with the job order number and stored separately until the manufacturer confirms credit.
- Safe jacking points
- Manufacturer-designated reinforced locations under the vehicle where a jack or lift pad may be placed without deforming the body or damaging components.
- Cold tyre pressure rule
- Tyre pressures are set and recorded with tyres at ambient temperature; readings taken after a run are higher and must not be used to set pressure.
- Memory saver use
- A device connected during battery disconnection that maintains volatile electronic settings such as radio codes and adaptive learning values on modern vehicles.
- Service interval rule
- Maintenance is due at whichever arrives first, the specified mileage or the specified time, and both are recorded so the next due point is clear.
- Workshop loading
- Booked productive technician hours divided by available productive hours; sustained loading above roughly 90 percent increases waiting and rework.
- Job sequencing priority
- Safety-related and comeback jobs are scheduled first, then booked appointments, then waiting customers, then express maintenance work.
- Technician efficiency KPI
- Flat-rate hours produced divided by hours attended, expressed as a percentage; it measures output against standard time, not quality.
- Bay release rule
- When a job is stopped by a parts shortage, the vehicle is moved out and the bay resequenced rather than held, protecting workshop capacity.
- Three quality checkpoints
- Technician self-check, independent second-person inspection, and a final check at handover, each recorded with the checker's identity and measurements.
- Road test requirement
- A recorded road test after brake, steering, suspension, or drivability work, noting distance covered and whether the reported symptom is resolved.
- Comeback classification
- A returned vehicle is classified as workmanship, parts failure, or misdiagnosis, which determines the corrective action and who bears the cost.
- Post-repair scan rule
- After clearing fault codes, a rescan must show no stored or pending codes; an immediately returning code proves the repair is incomplete.
- Warranty claim essentials
- VIN, odometer at failure, in-service date, complaint, cause, correction, part numbers, labour operation code, and the identifying technician.
- Warranty exclusion examples
- Wear items, accident damage, misuse, and unauthorized modification fall outside defect-in-material-or-workmanship coverage and are charged to the customer.
- Record correction method
- Errors in service or warranty records are fixed by a dated, signed amendment alongside the original entry, never by overwriting or deleting it.
- Hierarchy of control
- Risk controls applied in order: eliminate the hazard, substitute it, use engineering controls, then administrative controls, with PPE as the last defence.
- Safety data sheet rule
- The chemical's safety data sheet must be obtained and accessible at the point of use before any decanting, dilution, or application begins.
- Hazardous waste consignment
- Used oil, filters, coolant, and solvents go into labelled segregated containers and are transferred to a licensed carrier with a documented waste record.