SKM Automotive Aftersales L2 study plan
SKM Automotive Aftersales L2 · Give each week a clear focus.
8 weeks · About 7 hours per week
Aftersales Reception and Customer Handling & Service Advisory and Job Order Processing
Map the full reception-to-handover customer journey and label each touchpoint where the advisor influences the outcome
Draft and rehearse a structured vehicle check-in script that captures customer concern, symptoms, conditions and expectations in under five minutes
Build a personal glossary of job order fields (complaint, cause, correction, labour operation, flat rate time) and explain each in your own words
Practise converting a vague customer complaint into two or three testable symptom statements
Your checkpoint
A one-page check-in script plus a completed sample job order written from a realistic customer complaint, reviewed against your glossary
Service Advisory and Job Order Processing & Parts and Accessories Management
Explain how labour time, parts cost, consumables and taxes combine into a quotation and identify the line items customers most often question
Trace a parts request from advisor to parts counter, including availability check, reservation and backorder handling
Describe how to present an estimate, obtain authorisation and document any change to scope before work continues
Classify five common parts categories (fast-moving, slow-moving, consumable, genuine accessory, hazardous item) and state a storage or ordering rule for each
Your checkpoint
Two itemised quotations for the same repair, one with a mid-job scope change, each with the customer authorisation recorded
Parts and Accessories Management & Vehicle Service and Maintenance Support
Perform a stock-count exercise on ten part numbers and reconcile discrepancies using a documented adjustment process
Explain core maintenance intervals and which service items belong to each interval for a typical passenger vehicle
Connect common customer symptoms to the maintenance or diagnostic check that would confirm or rule out each cause
Describe how to verify a part matches the vehicle (VIN, part number, supersession) before it is issued to the technician
Your checkpoint
A reconciled stock sheet for ten part numbers with a written note on every variance and the corrective action taken
Vehicle Service and Maintenance Support & Workshop Operations and Scheduling
Build a daily workshop load plan that assigns jobs to bays and technicians using skill level, equipment needs and promised completion time
Identify the three most common causes of schedule slippage in an aftersales workshop and state a preventive action for each
Explain how to communicate a delay to a customer before the promised time, including a revised commitment
Describe the handover between advisor and technician that prevents misdiagnosis, including a documented clarification step
Your checkpoint
A one-day workshop schedule for a six-bay shop with eight jobs, showing bay allocation, technician assignment and a written delay-notification example
Quality Control and Final Inspection & Vehicle Service and Maintenance Support
Define the checkpoints in a quality control chain (work in progress, technician self-check, supervisor inspection, road test) and what is verified at each
Write a final inspection checklist covering fluid levels, torque verification, function tests, cleanliness and tool/part removal
Explain how to record and close a rework case, including root cause and prevention note
Describe the evidence needed before a vehicle is released, including documented customer sign-off
Your checkpoint
A completed final inspection checklist and a closed rework record with root cause and prevention note
Warranty, Documentation and Records & Quality Control and Final Inspection
Distinguish warranty repair from customer-pay and goodwill work, and list the documentation each requires
Assemble a complete job file (job order, authorisation, parts invoice, inspection record, technician notes) and check it for missing fields
Explain retention, confidentiality and data protection expectations for customer and vehicle records
Audit three sample job files against a documentation checklist and log every gap
Your checkpoint
A documentation audit of three job files with a gap list and a corrected version of the weakest file
Workplace Safety, Health and Environment (SHE) & Workshop Operations and Scheduling
Conduct a walkthrough hazard hunt of a workshop bay and reception area, recording hazards by category (chemical, electrical, mechanical, ergonomic, housekeeping)
State the correct handling, storage and disposal steps for used oil, coolant, batteries and airbag components
Describe emergency response steps for fire, chemical spill and injury, including who is notified and how the scene is secured
Explain how personal protective equipment requirements differ across reception, bay and parts store areas
Your checkpoint
A completed hazard-hunt report with at least ten findings, a risk rating for each and a proposed control
Communication and Customer Relationship Management & Aftersales Reception and Customer Handling & Warranty, Documentation and Records
Handle three difficult customer scenarios (repeat repair, missed promise, cost dispute) using a structured response that acknowledges, explains and commits
Explain how complaint records feed service improvement and how to log a complaint so it can be analysed later
Run a timed mixed review of all nine domains, scoring yourself and listing the three weakest areas
Produce a personal one-page revision sheet of the facts, forms and sequences you are least confident about
Your checkpoint
A written response script for three difficult scenarios plus a scored 60-question self-test with a weak-area action list
Milestones
Week 2: You can take a spoken customer complaint and produce a complete, authorised job order and quotation without referring to notes
Week 4: You can build a realistic one-day workshop schedule and explain every allocation decision you made
Week 6: You can audit a job file against a documentation checklist and correctly classify it as warranty, customer-pay or goodwill
Week 8: You score at least 75% on the mixed 60-question self-test with no domain below 60%, and you hold a written revision sheet covering your three weakest areas