Job Description (JD)
| Nama Program | PENGURUSAN JUALAN RUNCIT KENDERAAN [TP-312-4:2014] |
|---|---|
| Kod CU | TP-312-4:2014-C05 |
| Competency | Core |
| Tajuk CU | VEHICLE SALES CUSTOMER RELATIONS ADMINISTRATION |
| Penerangan CU | Vehicle sales customer relations administration is the principles, practices, and guidelines that an organization follows when interacting with its customers. From the auto dealership?s point of view, this entire relationship not only encompasses the direct interaction aspect, such as sales and/or service related processes, but also in the forecasting and analysis of customer trends and behaviours, which ultimately serves to enhance customers overall experience. The competency includes administer customer complaints effectively, resolve serious complaints, manage customer outreach program, and maintain good client rapport. The outcome of this competency is to ensure that customer complaints are managed well, customer needs are managed in a good and proper way, customer outreach program is organised well, and the continuity of good customer relations can be maintained. Vehicle Sales Customer Relations should be practised to provide excellent customer service and collate all necessary information e.g. customer and vehicle details/condition in order to explain relevant documentation such as quotations or invoices to satisfy customers enquiries. |
| Tempoh Latihan | 200 |
| Objektif Pembelajaran | The person who is competent in this competency unit shall be to ensure that customer complaints are managed well, customer needs are managed in a good and proper way, customer outreach program is organised well, and the continuity of good customer relations can be maintained. Vehicle Sales Customer Relations should be practised to provide excellent customer service and collate all necessary information e.g. customer and vehicle details/condition in order to explain relevant documentation such as quotations or invoices to satisfy customers enquiries. Upon completion of this competency unit, trainees will be able to:- 1. Administer customer complaints effectively 2. Resolve serious complaints 3. Manage customer outreach program 4. Maintain good client rapport |
| Pra-Syarat | 0 |