|
Standard |
Posted: 02/09/07
MCT 105 – Customer Service and Product Awareness
Course
Description
The objectives of the course include professional customer
interaction/service, current knowledge of manufacturer and after-market
products, and knowledge of the repair of motorcycles and utility vehicles. The
topics covered in this course include commercial catalog systems, computer
parts lists, inventory control, and proper selection and use of motorcycle
parts and products. A motorcycle related business plan will be required.
|
Competency Areas |
Hours |
|
|
Point of
Sale Hardware |
Class |
5 |
|
Point of
Sale Software |
D. Lab |
0 |
|
Inventory
Control |
P.
Lab/O.B.I. |
0 |
|
Customer
Relations |
Credit |
5 |
|
Vendor
Interaction |
|
|
|
Commercial
Advertising |
|
|
|
Store
Management |
|
|
|
Business
Plan |
|
|
|
Prerequisite: |
None |
|
Corequisite: |
None |
|
Course Guide |
|
Competency |
After completing this section,
the student will be able to: |
Hours |
||
|
Class |
D.Lab
|
P.Lab/ O.B.I. |
||
|
Point of Sale
Hardware |
5 |
0
|
0 |
|
|
|
Demonstrate
a basic understanding of computers and their importance to the motorcycle
industry |
|
|
|
|
|
Properly
use bar code readers, scanners, and case drawers. |
|
|
|
|
Point of Sale
Software |
5 |
0
|
0 |
|
|
|
Demonstrate
point of sales procedures for the sales counter. |
|
|
|
|
|
Demonstrate
the advantages and disadvantages of custom designed point of sale software
and generic point of sale software. |
|
|
|
|
Inventory Control |
5 |
0
|
0 |
|
|
|
Explain
the difference between original equipment manufactured parts and after market
manufactured parts. |
|
|
|
|
Explain
how inventory control is used to determine a maximum and minimum number of
each item to keep on inventory. |
|
|
|
|
|
Customer Relations |
5 |
0
|
0 |
|
|
Explain
the importance of gathering information to build a customer database. |
|
|
|
|
|
List the
different ways to build and maintain a customer database. |
|
|
|
|
|
Explain
the importance of staying in touch with your customers. |
|
|
|
|
|
Determine
and apply different customer service methods to a variety of customer worker
situations. |
|
|
|
|
|
Vendor Interaction |
4 |
0
|
0 |
|
|
List the
advantages of finding the best vendor for a product. |
|
|
|
|
|
Commercial
Advertising |
5 |
0
|
0 |
|
|
Determine
if newspaper, radio, television, or internet advertising is more cost effective
for increasing business. |
|
|
|
|
|
Store Management |
7 |
0
|
0 |
|
|
Explain
the most recent EEOC rules for employment. |
|
|
|
|
|
Demonstrate
an understanding of the various career opportunities available in a
dealership. |
|
|
|
|
|
Explain
the warranty policies that come from the manufacturer. |
|
|
|
|
|
Summarize
the procedures needed in business bookkeeping. |
|
|
|
|
|
List
resources for finding tax information for a business. |
|
|
|
|
|
Business Plan |
14 |
0
|
0 |
|
|
Demonstrate
knowledge of different types of businesses that are related to motorcycles. |
|
|
|
|
|
Explain
the importance of a business plan and list the information to be included in
a business plan. |
|
|
|
|
|
Write a
formal business plan that would be acceptable to a bank loan officer. |
|
|
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|
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Suggested Resources |
Motorcycles, Fundamentals, Service
and Repair. Goodheart-Wilcox ISBN 1-56637-480-4, John Hart (1999).
Workbook for Motorcycles, Fundamentals,
Service and Repair, Goodheart-Wilcox ISBN 1-56637-480-4, John Hart (1999).