Table of contents
Task E-14 Promotes products and services
Task descriptor
Parts technicians promote various products and services based on customers’ requirements, seasonal trends, overstock, stagnant inventory and vendor promotions.
E-14.01 Displays products and literature
E-14.01 Displays products and literature
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-14.01.01P |
choose display method |
display method is chosen according to company policies and procedures |
| E-14.01.02P |
display promotional products and literature |
current in-store and manufacturers’ promotional products and literature are displayed according to company policies and procedures |
| E-14.01.03P |
maintain display and signage |
display and signage are maintained according to company policies and procedures |
| E-14.01.04P |
determine strategic location for display |
strategic location for display is determined according to store layout, seasonal trends and product visibility |
| E-14.01.05P |
label products with pertinent information |
products are labelled with pertinent information |
| E-14.01.06P |
select products for display |
products are selected for display according to seasonal trends, market trends and supplier promotion |
| E-14.01.07P |
select and display related products |
related products are selected and displayed according to promotional items |
Range of variables
- display method includes: open and closed, advertising, clearance areas, bins
- pertinent information includes: accurate pricing, alphanumerical listings, product number, barcode, coupons
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-14.01.01L |
demonstrate knowledge of displaying products and literature |
identify types of products and literature, and describe their characteristics and applications |
| define terminology associated with products and literature |
| identify potential hazards, and describe safe work practices associated with displaying products and literature |
| identify and describe product dangers |
| identify and describe product safety regulations |
| identify and describe promotional items, coupons and their associated tags and time frames |
| identify and describe seasonal trends and items |
| describe various products available and their display methods |
| identify and describe product features and benefits |
| identify and describe new products |
| identify and describe related products |
| describe selling techniques |
| E-14.01.02L |
demonstrate knowledge of procedures to select and display products and literature |
describe procedures to select and display products and literature |
| describe procedures to maintain display and signage |
| describe procedures to label products with pertinent information |
Range of variables
- product dangers include: corrosiveness, flammability, weight, sharp objects
- product safety regulations include: labels, WHMIS, TDG
- pertinent information includes: accurate pricing, alphanumerical listings, product number, barcode, coupons
E-14.02 Uses digital marketing
E-14.02 Uses digital marketing
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-14.02.01P |
select digital media for promotion activities |
digital media for promotion activities is selected |
| E-14.02.02P |
identify target market for digital media promotions |
target market for digital media promotions is identified according to demographics |
| E-14.02.03P |
use various platforms |
customer base is digitally engaged using platforms according to FOIP regulations |
Range of variables
- platforms include: websites, email, social media, digital signage, in-store demonstration
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-14.02.01L |
demonstrate knowledge of digital marketing, and their characteristics and applications |
identify types of digital marketing techniques, and describe their characteristics and applications |
| define terminology associated with digital marketing |
| identify potential hazards, and describe safe work practices associated with using digital marketing |
| describe selling techniques |
| identify types of digital media, and describe their characteristics and applications |
| identify types of platforms, and describe their characteristics and applications |
| identify and describe FOIP regulations pertaining to engaging customers |
| E-14.02.02L |
demonstrate knowledge of procedures to use digital marketing |
describe procedures to use digital media and various platforms for marketing |
| describe procedures to source information electronically |
Range of variables
- platforms include: websites, email, social media, digital signage, in-store demonstration
E-14.03 Recommends parts and products to customer
E-14.03 Recommends parts and products to customer
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-14.03.01P |
explain product benefits |
product benefits are explained to customer |
| E-14.03.02P |
explain product information |
product information is explained to customer to ensure correct application and usage |
| E-14.03.03P |
identify customers’ needs |
customers’ needs are identified by asking closed and open-ended questions |
| E-14.03.04P |
introduce new and innovative parts and products |
new and innovative parts and products are introduced by explaining their features and benefits |
| E-14.03.05P |
recommend related products |
related products are recommended to assist/enhance product usage |
Range of variables
- product benefits include: quality, price, warranty, availability, features, cost savings
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-14.03.01L |
demonstrate knowledge of recommending parts and products to customers |
identify types of available parts and products, and describe their characteristics and applications |
| define terminology associated with parts and products |
| identify potential hazards and describe safe work practices associated with parts and products |
| identify and describe product dangers |
| identify and describe product safety regulations |
| identify and describe various parts and products available |
| identify and describe parts and product features and benefits |
| identify and describe new and related parts and products |
| identify and describe available and recommended services |
| identify and describeparts and product needed to complete task |
| identify and describe warranty options |
| identify available technical support |
| describe work order system |
| describe selling techniques |
| E-14.03.02L |
demonstrate knowledge of procedures to recommend parts and products to customers |
describe procedures to recommend parts and products to customers |
Range of variables
- product dangers include: corrosiveness, flammability, weight, sharp objects
- product safety regulations include: labels, WHMIS, TDG
- warranty options include: customer installation, service installation, extended warranty
E-14.04 Recommends services to customer
E-14.04 Recommends services to customer
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-14.04.01P |
identify customers’ needs |
customers’ needs are identified by asking closed and open-ended questions |
| E-14.04.02P |
introduce services |
services are introduced by explaining their features and benefits |
| E-14.04.03P |
recommend related service |
related services are recommended to assist/enhance product usage and performance |
| E-14.04.04P |
offer to test customers’ used components prior to purchase |
customers’ used components are tested prior to purchase to confirm if defective |
Range of variables
- used components include: voltage regulators, starters, alternators, control modules, batteries, brake rotors
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-14.04.01L |
demonstrate knowledge of available and recommended services to customers |
identify types of available and recommended services, and describe their characteristics and applications |
| define terminology associated with services |
| identify potential hazards, and describe safe work practices associated with services |
| identify and describe services’ features and benefits |
| identify and describenew and related services |
| identify and describe warranty options |
| identify available on-call service |
| E-14.04.02L |
demonstrate knowledge of procedures to recommend services to customers |
describe procedures to recommend services to customers |
Range of variables
- warranty options include: customer installation, service installation, extended warranty
Task E-15 Implements pricing formula
Task descriptor
Parts technicians follow parts pricing guidelines according to company policies and procedures, manufacturer’s suggested retail price (MSRP), net cost and promotions.
E-15.01 Calculates additional costs
E-15.01 Calculates additional costs
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-15.01.01P |
research and determine additional costs |
additional costs are researched and determined |
| E-15.01.02P |
calculate net cost (landed and dead) for product |
net cost (landed and dead) for product is calculated considering additional costs according to company pricing formula |
| E-15.01.03P |
calculate customer price |
customer price is calculated according to net cost, company pricing formula and manufacturers’ guidelines |
Range of variables
- additional costs include: shipping, environmental, taxes, customs, duty, freight, brokerage, currency exchange, labour charges, downtime
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-15.01.01L |
demonstrate knowledge of additional costs, and their applications |
identify additional costs, and describe their applications |
| define terminology associated with additional costs |
| describe pricing structures |
| identify and describe price changes |
| describe basic calculations |
| describe company and customer discount policies |
| explain differences of margin and mark-up |
| E-15.01.02L |
demonstrate knowledge of procedures to calculate additional costs |
describe procedures to calculate additional costs |
| describe procedures to price discontinued items |
Range of variables
- additional costs include: shipping, environmental, taxes, customs, duty, freight, brokerage, currency exchange, labour charges, downtime
- price changes include: price increases or decreases, promotional pricing, as-is/where-is, bulk ordering, discontinued items, damaged items
E-15.02 Overrides price
E-15.02 Overrides price
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-15.02.01P |
modify invoice |
invoice is modified according to company policies and procedures |
| E-15.02.02P |
verify pricing |
pricing is verified on all transactions |
| E-15.02.03P |
verify quality, quantity, warranty and availability of parts and products |
quality, quantity, warranty and availability are verified by comparing parts and products |
| E-15.02.04P |
verify and override pricing errors |
pricing errors are overridden and verified |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-15.02.01L |
demonstrate knowledge of price overrides |
identify types of price overrides, and describe their applications |
| define terminology associated with price overrides |
| describe pricing structures |
| identify and describe price changes |
| describe basic calculations |
| describe company and customer discount policies |
| E-15.02.02L |
demonstrate knowledge of procedures to override price |
describe procedures to override price |
| describe procedures to price discontinued items |
Range of variables
- price changes include: price increases or decreases, promotional prices, quantity pricing, as-is/where-is, bulk ordering, discontinued items, damaged items
Task E-16 Processes financial transactions
Task descriptor
Parts technicians process financial transactions based on company policies and procedures and payment methods. They process various methods of payments, depending on the customer and their type of account.
E-16.01 Generates invoices
E-16.01 Generates invoices
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-16.01.01P |
determine type of invoice required |
type of invoice required is determined |
| E-16.01.02P |
apply company pricing formula and discounting structures |
company pricing formula and discounting structures are applied |
| E-16.01.03P |
verify customer’s approved credit limit |
customer’s approved credit limit is verified with company |
Range of variables
- type of invoice includes: cash, charge on account, credit, e-billing
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-16.01.01L |
demonstrate knowledge of invoices, and their characteristics and applications |
identify types of invoices, and describe their characteristics and applications |
| define terminology associated with invoicing |
| describe company accounting system |
| describe basic accounting principles |
| describe related company policies and financial practices |
| describe company pricing and discounting structure |
| identify and describe manufacturers’ and suppliers’ warranty/return policies |
| E-16.01.02L |
demonstrate knowledge of procedures to generate invoices |
describe procedures to generate invoices |
Range of variables
- types of invoices include: cash, charge on account, credit, e-billing
- financial practices include: received on account (ROA), terms of payment, central billing, GAAP
- manufacturers’ and suppliers’ warranty/return policies include: duration of coverage, limitations of coverage, replacement
E-16.02 Accepts payments
E-16.02 Accepts payments
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-16.02.01P |
use company point of sale (POS) systems |
company POS systems are used |
| E-16.02.02P |
process payment |
payment is processed using payment processing device |
| E-16.02.03P |
obtain authorization for credit card, debit card, in-house charge and cheque payments |
authorization is obtained for credit card, debit card, in-house charge and cheque payments |
| E-16.02.04P |
handle cash, make change and provide receipt |
cash is handled, change made and receipt provided |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-16.02.01L |
demonstrate knowledge of payments |
identify methods of payment, and describe their characteristics and applications |
| define terminology associated with payments |
| describe company accounting system |
| describe basic accounting principles |
| describe related company policies and financial practices |
| identify and describe manufacturers’ and suppliers’ warranty/return policies |
| describe company POS systems |
| E-16.02.02L |
demonstrate knowledge of procedures to accept payments |
describe procedures to accept payments through various methods of payment |
Range of variables
- methods of payment include: cash, credit card, cheques, debit card, e-transfer, in-house charge, COD, FOB, gift cards, prepaid credit, digital wallet service (Ali Pay), vouchers
- financial practices include: ROA, terms of payment, central billing, GAAP
- manufacturers’ and suppliers’ warranty/return policies include: duration of coverage, limitations of coverage, replacement
E-16.03 Processes customer returns
E-16.03 Processes customer returns
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-16.03.01P |
identify type of return |
type of return is identified |
| E-16.03.02P |
verify product return eligibility |
product return eligibility is verified |
| E-16.03.03P |
explain return policies to customers |
return policies are explained to customers according to company policies and procedures |
| E-16.03.04P |
verify original receipts |
original receipts are verified |
| E-16.03.05P |
label returned items |
returned items are labelled according to company policies and procedures |
| E-16.03.06P |
place returned items in designated area |
returned items are placed in designated area according to company policies and procedures |
| E-16.03.07P |
reconcile credits and inventory |
credits and inventory are reconciled according to company policies and procedures |
Range of variables
- type of return include: core, warranty, new, unused, defective, recall
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-16.03.01L |
demonstrate knowledge of returns |
identify types of returns, and describe their characteristics and applications |
| define terminology associated with returns |
| describe company accounting system |
| describe basic accounting principles |
| describe related company policies and financial practices |
| identify and describe methods of payment |
| identify and describe manufacturers’ and suppliers’ warranty/return policies |
| E-16.03.02L |
demonstrate knowledge of procedures to process customer returns |
describe procedures to process customer returns |
Range of variables
- types of returns include: core, warranty, new, unused, defective, recall
- financial practices include: ROA, terms of payment, central billing, GAAP
- methods of payment include: cash, credit card, cheques, debit card, e-transfer, in-house charge, COD, FOB, gift cards, prepaid credit, digital wallet service (Ali Pay), vouchers
- manufacturers’ and suppliers’ warranty/return policies include: duration of coverage, limitations of coverage, replacement
E-16.04 Processes day-end reports
E-16.04 Processes day-end reports
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Skills
| Reference Code |
Performance Criteria |
Evidence of Attainment |
| E-16.04.01P |
balance invoices, cash, debit, credit card and e-transfer receipts |
invoices, cash, debit, credit card and e-transfer receipts are balanced according to company policies and procedures |
| E-16.04.02P |
reconcile daily transactions |
daily transactions are reconciled according to company policies and procedures |
Knowledge
| Reference Code |
Learning Outcomes |
Learning Objectives |
| E-16.04.01L |
demonstrate knowledge of day-end reports, and their characteristics and applications |
identify day-end reports, and describe their characteristics and applications |
| define terminology associated with day‑end reports |
| describe company accounting system |
| describe basic accounting principles |
| describe related company policies and financial practices |
| describe company pricing and discounting structure |
| identify methods of payment |
| E-16.04.02L |
demonstrate knowledge of procedures to process day-end reports |
describe procedures to process day-end reports |
Range of variables
- financial practices include: ROA, terms of payment, central billing, GAAP
- methods of payment include: cash, credit card, cheques, debit card, e-transfer, in-house charge, COD, FOB, gift cards, prepaid credit, digital wallet service (Ali Pay), vouchers