Table of contents
Task B-5 Provides services to retail customers
Task descriptor
Parts technicians must be resourceful in accessing information in order to satisfy retail customers’ needs. For example, they must use their knowledge of sector-specific markets and available technical support as well as be able to use effective communication skills and techniques to understand customer needs in order to provide appropriate parts, products and services.
B-5.01 Identifies retail customers’ needs
B-5.01 Identifies retail customers’ needs
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-5.01.01P |
interpret customer description of request and priority |
customer description of request and priority is interpreted by asking closed and open-ended questions to identify parts required |
| B-5.01.02P |
compare failed, worn or defective parts to replacement parts |
failed, worn or defective parts are compared to replacement parts to confirm proper fit and function |
| B-5.01.03P |
advise customer of related parts and products |
customer is advised of related parts and products that may be required |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-5.01.01L |
demonstrate knowledge of identifying retail customer needs |
describe effective communication techniques when dealing with retail customers |
| describe customer expectations |
| explain consequences of erroneous advice |
| describe nature of retail customers’ business |
| describe options to reduce customer downtime |
| describe customer service policies |
| explain differences between retail, internal and wholesale customers |
| identify available technical support |
| describe OEM and aftermarket alternative parts, and their function and application |
| describe parts and any related parts and products that may be required |
| B-5.01.02L |
demonstrate knowledge of procedures to identify retail customer needs |
describe procedures to identify retail customer needs |
| describe procedures to identify parts and products related to retail customer needs |
| describe procedures to confirm proper fit and function of replacement parts |
Range of variables
- technical support includes: manufacturers’ support call centres, shop technicians, online repair manuals
B-5.02 Provides technical information to retail customers
B-5.02 Provides technical information to retail customers
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-5.02.01P |
identify parts and literature |
parts and literature are identified according to manufacturers’ and suppliers’ technical support |
| B-5.02.02P |
identify manufacturers’ specialty installation tool requirements |
manufacturers’ specialty installation tool requirements are identified and provided to customer |
| B-5.02.03P |
research online resources for technical information |
online resources are researched for technical information |
Range of variables
- literature includes: technical bulletins, specialized installation procedures, catalogs, brochures
- technical support includes: online, manufacturers’ support call centres, shop technicians, online repair manuals
- specialty installation tool includes: ball joint service tool, caliper service kit, torque wrench, special screwdriver, crank case socket, brackets
- technical information includes: installation instructions, equipment specifications, wiring diagrams, preventative maintenance measures
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-5.02.01L |
demonstrate knowledge technical information, and its’ characteristics and applications |
identify types of technical information provided to retail customers and describe its’ characteristics and applications |
| define terminology associated with technical information |
| describe effective communication techniques when dealing with customers |
| describe consequences of erroneous advice |
| describe options to reduce customer downtime |
| describe available technical support |
| describe literature to be obtained from manufacturers’ and suppliers’ technical support |
| describe OEM and aftermarket alternative parts, and their function and application |
| describe required specialty installation tools and compounds |
| B-5.02.02L |
demonstrate knowledge of procedures to research and provide technical information to retail customers |
describe procedures to research and provide technical information to retail customers |
Range of variables
- technical information includes: installation instructions, equipment specifications, wiring diagrams, preventative maintenance measures
- technical support includes: online, manufacturers’ support call centres, shop technicians, online repair manuals
- literature includes: technical bulletins, specialized installation procedures, catalogs, brochures
- specialty installation tools and compounds include: ball joint service tool, caliper service kit, torque wrench, special screwdriver, crank case socket, brackets, sealants
Task B-6 Provides services to wholesale customers
Task descriptor
Parts technicians must be resourceful in accessing information in order to satisfy wholesale customers’ needs. For example, they must use their knowledge of sector-specific markets and available technical support. They must be able to use effective communication skills and techniques to understand customer needs in order to provide appropriate parts, products and services, and to provide technical training opportunities
B-6.01 Identifies wholesale customers’ needs
B-6.01 Identifies wholesale customers’ needs
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-6.01.01P |
identify potential product benefits |
potential product benefits are identified and recommended to wholesale customers |
| B-6.01.02P |
identify parts and products required |
required parts and products are identified by interpreting customers’ description of request, and priority and time requirements by asking closed and open-ended questions |
| B-6.01.03P |
confirm proper application, fit and function |
proper application, fit and function are confirmed by comparing identification number of failed, worn or defective parts against identification number of replacement parts |
| B-6.01.04P |
obtain information on wholesale customers’ in-house inventory levels of parts and products |
information is obtained from wholesale customers regarding their in-house inventory levels of parts and products |
| B-6.01.05P |
inform wholesale customers of return policy procedure |
wholesale customers are informed of return policy procedure |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-6.01.01L |
demonstrate knowledge of identifying wholesale customer needs |
describe effective communication techniques when dealing with wholesale customers |
| explain consequences of erroneous advice |
| describe nature of wholesale customers’ business |
| describe options to reduce wholesale customer downtime |
| describe customer service policies |
| explain the difference between retail, internal and wholesale customers |
| identify and describe available technical support |
| describe OEM and aftermarket alternative parts, and their function and application |
| identify and describe parts required |
| describe wholesale customer needs and expectations |
| B-6.01.02L |
demonstrate knowledge of procedures to identify wholesale customer needs and information |
describe procedures to identify wholesale customers’ needs and obtain information on their in-house inventory levels |
| describe procedures to identify parts required |
| describe return policy procedures |
| describe procedures to confirm proper application, fit and function of replacement parts |
Range of variables
- technical support includes: online, manufacturers’ support call centres, shop technicians, online repair manuals
B-6.02 Provides training opportunities and technical information to wholesale customers
B-6.02 Provides training opportunities and technical information to wholesale customers
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-6.02.01P |
identify potential, current and on-going training needs |
potential, current and on-going training needs are identified |
| B-6.02.02P |
assist in planning and coordinating training events |
in-house and online training events are planned and coordinated |
| B-6.02.03P |
obtain technical information for wholesale customers |
technical information for wholesale customers is obtained by contacting manufacturers and suppliers, or by researching online resources |
| B-6.02.04P |
provide technical information to wholesale customers on related parts and products |
technical information on related parts and products is provided to wholesale customers |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-6.02.01L |
demonstrate knowledge of providing training opportunities and technical information to wholesale customers |
identify types of training opportunities, and describe their characteristics and applications |
| identify types of technical information, and describe their characteristics and applications |
| define terminology associated with technical information |
| describe effective communication techniques when dealing with customers |
| explain consequences of erroneous advice |
| describe options to reduce wholesale customer downtime |
| describe available technical support |
| identify literature to be obtained from manufacturers’ and suppliers’ technical support |
| describe OEM and aftermarket alternative parts and their function and application |
| identify required specialty installation tools and compounds, and describe their characteristics and applications |
| describe PPE requirements and safety procedures when handling parts and products |
| B-6.02.02L |
demonstrate knowledge of procedures to provide training opportunities and technical information to wholesale customers |
describe procedures to provide training opportunities to wholesale customers |
| describe procedures to research and provide technical information to wholesale customers |
Range of variables
- technical information includes: installation instructions, equipment specifications, wiring diagrams, preventative maintenance measures
- technical support includes: online, manufacturers’ support call centres, shop technicians
- literature includes: technical bulletins, specialized installation procedures, catalogs, brochures
- specialty installation tools and compounds include: ball joint service tool, caliper service kit, torque wrench, special screwdriver, crank case socket, brackets, sealants
Task B-7 Provides services to internal customers
Task descriptor
Parts technicians must be resourceful in accessing information in order to satisfy internal customers’ needs. For example, they must use their knowledge of sector-specific markets. They must also be able to use effective communication skills and techniques to understand their internal customers’ needs in order to provide appropriate parts, products and services.
B-7.01 Identifies internal customers’ needs
B-7.01 Identifies internal customers’ needs
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-7.01.01P |
interpret customer’s description of request and priority |
customer’s description of request and priority is interpreted by asking closed and open-ended questions |
| B-7.01.02P |
confirm proper application and function of replacement parts |
proper application and function is confirmed by comparing failed, worn, or defective parts to replacement parts |
| B-7.01.03P |
provide recommendations to internal customers regarding their shop supply levels |
recommendations are provided to internal customers regarding their shop supply levels by obtaining information from them |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-7.01.01L |
demonstrate knowledge of identifying internal customers’ needs |
identify types of tools and equipment, and describe their characteristics and applications |
| identify suppliers and manufacturers of tools and equipment |
| describe company policies pertaining to inventory levels, warranty, returns and cores |
| describe internal customer fleets |
| describe required jurisdictional safety inspections |
| describe preventative maintenance programs based on manufacturers’ standard operating procedures (SOP) (time-based or mileage-based) |
| identify types of shop and bulk supplies, and describe their characteristics and applications |
| identify scrap and precious metals and surplus materials for resale/recycle |
| describe internal customers’ needs and expectations |
| B-7.01.02L |
demonstrate knowledge of procedures to identify internal customers’ needs |
describe procedures to identify internal customers’ needs |
| describe procedures to confirm proper application and function of replacement parts |
| describe procedures to provide recommendations to internal customers regarding their shop supply levels |
Range of variables
- types of shop and bulk supplies include: janitorial, stationery, products, fluids, hardware, tools, safety
B-7.02 Maintains inventory and records for internal customers
B-7.02 Maintains inventory and records for internal customers
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-7.02.01P |
expedite repairs of shop tools and equipment |
repairs of shop tools and equipment are expedited in order to minimize down-time according to company policies and procedures |
| B-7.02.02P |
maintain warranty and core returns for internal customers |
warranty and core returns are maintained for internal customers |
| B-7.02.03P |
maintain tool catalogs |
tool catalogs are maintained according to company policies and procedures |
| B-7.02.04P |
maintain kitting inventory levels |
kitting inventory levels are maintained according to historical and seasonal usage |
| B-7.02.05P |
maintain historical inventory transactions |
historical inventory transactions are maintained according to inventory management systems |
| B-7.02.06P |
maintain physical inventory of tools for internal customers |
physical inventory of tools is maintained for internal customers according to company policies and procedures |
Range of variables
- shop tools and equipment include: air conditioner (A/C) machines, floor jacks, torque wrenches, pump trucks, scan tools, forklifts, tire machines, hoists, strapping and banding machines
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-7.02.01L |
demonstrate knowledge of maintaining inventory and records for internal customers |
identify types of shop tools and equipment, and describe their characteristics and applications |
| identify suppliers and manufacturers of tools and equipment |
| identify repair resources for shop equipment |
| describe company policies pertaining to inventory levels, warranty, returns and cores |
| describe jurisdictional safety inspections required |
| describe preventative maintenance programs based on manufacturers’ SOP (time-based or mileage-based) |
| identify types of shop and bulk supplies, and describe their characteristics and applications |
| identify scrap and precious metals and surplus materials for resale/recycle |
| B-7.02.02L |
demonstrate knowledge of procedures to maintain inventory and records for internal customers |
describe procedures to maintain inventory for internal customers |
| describe procedures to maintain records for internal customers |
Range of variables
- shop tools and equipment include: A/C machines, floor jacks, torque wrenches, pump trucks, scan tools, forklifts, tire machines, hoists, strapping and banding machines
- types of shop and bulk supplies include: janitorial, stationery, products, fluids, hardware, tools, safety
Task B-8 Provides general customer service and support
Task descriptor
Customer service is one of the main focuses of the parts technician trade. The ability to identify customers’ requests and requirements is essential for creating lasting customer relationships. Effective communication and the use of efficient business tools and practices allow parts technicians to provide a high standard of customer service and support.
B-8.01 Prepares customer quotes
B-8.01 Prepares customer quotes
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-8.01.01P |
determine customer price level |
customer price level is determined according to company policies and procedures |
| B-8.01.02P |
determine additional costs |
additional costs are determined |
| B-8.01.03P |
compile and update quotes |
quotes are compiled and updated by entering and retrieving historical information from business data system |
| B-8.01.04P |
apply contractual obligations to customer quote |
contractual obligations are applied to customer quote according to company policies and procedures |
| B-8.01.05P |
review details of quote, inform customer of parts availability and advise of included value-added services |
details of quote are reviewed, customer is informed of parts availability and advised of included value-added services |
Range of variables
- additional costs include: shipping, environmental, taxes, customs, duty, freight, brokerage, currency exchange, labour charges, downtime, core charges, restocking fees
- value-added services include: basic installation, testing parts and batteries, on-site inventory management, discount pricing, expediting services, extended warranty, reporting and documentation, quality control, storage fees
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-8.01.01L |
demonstrate knowledge of preparation of customer quotes |
describe nature of customers’ business requests and requirements |
| describe details of customer quotes |
| describe differences between internal and external customers |
| describe company policies and procedures regarding quote expiration, contractual obligations, price levels, customer service and privacy regulations |
| describe effective communication techniques when dealing with customers |
| describe required documentation |
| describe sector-specific cataloging databases |
| identify and describe related parts and products required |
| identifyand describe delivery service levels |
| identify and describe customers’ delivery and timeline requirements |
| identify and describe value-added services |
| describe OEM and aftermarket alternative parts and their applications and functions |
| B-8.01.02L |
demonstrate knowledge of procedures to prepare customer quotes |
describe procedures to prepare and update customer quotes |
| describe procedures to determine customer price level and calculate additional costs |
| describe procedures to access business data systems for quotes and maintain current customer records and contact information |
Range of variables
- documentation includes: SDS, TDG manifests, brokerage breakdown
- delivery service levels include: ground, air, express, overnight, same-day
- value-added services include: basic installation, testing parts and batteries, on-site inventory management, discount pricing, expediting services, extended warranty, reporting and documentation, quality control, storage fees
- additional costs include: shipping, environmental, taxes, customs, duty, freight, brokerage, currency exchange, labour charges, downtime, core charges, restocking fees
B-8.02 Provides no-fee value-added services and information
B-8.02 Provides no-fee value-added services and information
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-8.02.01P |
advise customer of programming, handling and warranty limitations on parts and products |
customer is advised of programming, handling and warranty limitations on parts and products |
| B-8.02.02P |
advise customer of manufacturers’ information and tutorials on parts and products |
customer is advised of manufacturers’ information and tutorials on parts and products |
| B-8.02.03P |
locate parts and products that are no longer available |
parts and products that are no longer available are located by searching alternative sources |
| B-8.02.04P |
provide customer with literature |
literature is provided to customer |
| B-8.02.05P |
inform customer of current and upcoming promotions/programs |
customer is informed of current and upcoming promotions/programs |
| B-8.02.06P |
provide after-sales follow-up services |
after-sales follow-up services are provided by confirming accuracy and quality of delivery |
Range of variables
- alternative sources include: machine shops to rebuild core parts, recyclers, online distributors, local competitors
- literature includes: technical bulletins, specialized installation procedures, wiring diagrams, warranty options, preventative maintenance procedures
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-8.02.01L |
demonstrate knowledge of providing no‑fee value-added services and information |
describe nature of customers’ business requirements |
| describe differences between internal and external customers |
| describe effective communication techniques when dealing with customers |
| describe types of no-fee value-added services |
| describe required literature and documentation |
| describe programming, handling, warranty limitations, manufacturers’ information and tutorials on parts and products |
| describe sector-specific cataloging databases |
| identify and describe related parts and products |
| identify and describe sector-specific motive structural and mechanical systems |
| describe OEM and aftermarket alternative parts and their function and applications |
| describe PPE requirements and safety procedures when handling parts and products |
| describe current and upcoming promotions/programs |
| describe after-sales follow-up services |
| B-8.02.02L |
demonstrate knowledge of procedures to provide no-fee value-added services and information |
describe procedures to provide no-fee value-added services and information |
| describe procedures to locate parts and products that are no longer available |
Range of variables
- value-added services include: basic installation, testing parts and batteries, recommending complementary products and services, on-site inventory management, discount pricing, expediting services
- literature includes: technical bulletins, specialized installation procedures, wiring diagrams, warranty options, preventative maintenance procedures
- documentation includes: SDS, TDG manifests, brokerage breakdowns
- sector-specific motive structural and mechanical systems include: agriculture, automotive, heavy equipment, transit, industrial, truck, coach
B-8.03 Records customer information
B-8.03 Records customer information
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-8.03.01P |
enter and update customer information in business data system |
customer information is entered and updated in business data system for internal historical records |
| B-8.03.02P |
record customer payment information in business data system |
customer payment information is recorded in business data system according to company policies and procedures |
| B-8.03.03P |
maintain customer records |
customer records are maintained according to Freedom of Information and Privacy (FOIP) regulations, Canada’s Anti-Spam Legislation (CASL) and Do Not Call List (DNCL) |
Range of variables
- customer information includes: contact information, equipment make, model and vehicle identification number (VIN), pricing levels, customer payment history
- customer payment information includes: credit cards, charge accounts
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-8.03.01L |
demonstrate knowledge of customer information and its applications |
identify customer information and describe its applications |
| describe effective communication techniques when dealing with customers |
| describe company policies and procedures regarding price levels, customer service and privacy regulations |
| B-8.03.02L |
demonstrate knowledge of procedures to record customer information |
describe procedures to access business data systems to record customer information |
Range of variables
- customer information includes: contact information, equipment make, model and VIN, pricing levels, customer payment history
B-8.04 Implements product improvement programs (PIP)
B-8.04 Implements product improvement programs (PIP)
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| B-8.04.01P |
determine product improvement programs (PIP) procedures |
PIP procedures are determined by adhering to notifications and product updates from manufacturers or suppliers according to company policies and procedures |
| B-8.04.02P |
respond to customer query or inform customer of product improvement or changes |
customer queries are responded to and customer is informed of product improvement or changes |
| B-8.04.03P |
acquire product from inventory or supplier |
product is acquired from inventory or supplier |
| B-8.04.04P |
adjust inventory |
inventory is adjusted |
| B-8.04.05P |
inform customer or service department that part has been received |
customer or service department is informed when part has been received |
| B-8.04.06P |
submit documentation to manufacturer or supplier |
documentation is submitted to manufacturer or supplier |
Range of variables
- product improvement programs (PIP) include: renumbering part numbers, remove from inventory, return to the manufacturer, recalls, new part number sequencing, supersessions
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| B-8.04.01L |
demonstrate knowledge of implementing PIP |
identify PIP and describe their charactersitics and applications |
| describe nature of customers’ business requirements |
| describe effective communication techniques when dealing with customers |
| identify and describe parts and products required |
| identify documentation to be submitted to manufacturer or supplier |
| describe PPE requirements and safety procedures when handling parts and products |
| describe sector-specific cataloging databases |
| B-8.04.02L |
demonstrate knowledge of procedures to implement PIP |
describe procedures to implement PIP |
Range of variables
- product improvement programs (PIP) include: renumbering part numbers, remove from inventory, return to the manufacturer, recalls, new part number sequencing, supersessions