Page 27 - Automobile Mechanical and Electrical Systems Automotive Technology Vehicle Maintenance and Repair (Vehicle Maintenance Repr Nv2) by Tom Denton

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12 Automobile mechanical and electrical systems

Each area will employ one or a number of people. If you work in a very small
garage you may have to be all of these people at once. In a large garage it is
Key fact important that these different areas communicate with each other to ensure that
In a large garage it is important that a good service is provided to the customer. The main departments are explained
different areas communicate with further in the following sections.
each other.
1.2.4 Role of a franchised dealer

The role of a franchised dealer (one contracted to a manufacturer) is to supply local:
new and used franchised vehicles
●
franchise parts and accessories
●
repair and servicing facilities for franchise vehicles.
●
The dealer is also a source of communication and liaison with the vehicle
manufacturer.

1.2.5 Reception and booking systems

The reception, whether in a large or small company, is often the point of fi rst
contact with new customers. It is very important therefore to get this bit right.
The reception should be manned by pleasant and qualifi ed people. The purpose
of a reception and booking system within a company can be best explained by
following through a typical enquiry.
1 The customer enters reception area and is greeted in an appropriate way.
2 Attention is given to the customer to fi nd out what is required. (Let’s assume
the car is diffi cult to start, in this case.)
3 Further questions can be used to determine the particular problem, bearing
in mind the knowledge of vehicles the customer may, or may not have. (For
example, is the problem worse when the weather is cold?)
4 Details are recorded on a job card about the customer, the vehicle and the
nature of the problem. If the customer is new a record card can be started, or

one can be continued for an existing customer.
5 An explanation of expected costs is given as appropriate. An agreement to
spend only a set amount, after which the customer will be contacted, is a
common and sensible approach.
6 The date and time when the work will be carried out can now be agreed.
This depends on workshop time availability and when is convenient for the
customer. It is often better to say that you cannot do the job until a certain
time, rather than make a promise you cannot keep.
7 The customer is thanked for visiting. If the vehicle is to be left at that time, the
keys should be labelled and stored securely.
8 Details are now entered in the workshop diary or loading chart (usually
computer based).
The above list is an example. Your company may have a slightly different system
but you can now see the approach that is required.

1.2.6 Parts department

The parts department is the area where parts are kept and/or ordered. This will
vary quite a lot between different companies. Large main dealers will have a very
large stock of parts for their range of vehicles. They will have a parts manager and
in some cases several other staff. In some very small garages the parts department
will be a few shelves where popular items such as fi lters and brake pads are kept.