Sales Consultant (Pre-owned Vehicles)

Qualification Pack

NSQC Approved || Automotive Skills Development Council 1

Sales Consultant (Pre-owned Vehicles)

QP Code: ASC/Q1003

Version: 1.0

NSQF Level: 6

Automotive Skills Development Council || 153, GF, Okhla Industrial Area, Phase 3New Delhi 110020

Qualification Pack


ContentsASC/Q1003: Sales Consultant (Pre-owned Vehicles) 3 ............................................................................

Brief Job Description 3 ...................................................................................................................... Applicable National Occupational Standards (NOS) 3 .............................................................................

Compulsory NOS 3 ........................................................................................................................... Qualification Pack (QP) Parameters 3 ..............................................................................................

ASC/N0001: Plan and organise work to meet expected outcomes 5 ....................................................... ASC/N0002: Work effectively in a team 9 ............................................................................................... ASC/N0003: Maintain a healthy,safe and secure working environment 13 ............................................. ASC/N1001: Handle leads generated from various sources 17 ............................................................... ASC/N1002: Manage operation to achieve lead closures and deliver vehicle to customer 23 ................ ASC/N1004: Perform valuation and support activities for pre-owned vehicles 29 ................................... Assessment Guidelines and Weightage 34 .............................................................................................

Assessment Guidelines 34 ............................................................................................................... Assessment Weightage 35 ...............................................................................................................

Acronyms 36 ........................................................................................................................................... Glossary 37 .............................................................................................................................................

Qualification Pack


ASC/Q1003: Sales Consultant (Pre-owned Vehicles)

Brief Job Description

A Sales Consultant (Pre-owned Vehicles)handles potential customer leads, presents value proposition forvehicles and manages vehicle sales for used / pre-owned vehicles. The individual also performs supportactivities like valuations post checking the overall vehicle condition

Personal Attributes

The individual should have good understanding of the automotive market and should have brand, productand market awareness in the vehicle sales and supply business. Good understanding of the process ofvaluation and refurbishment of pre-owned vehicles is an additional attribute for the individual. Theindividual should be engaging, outgoing and presentable. Should have excellent communication skills andshould enjoy interacting with a variety of people.

Applicable National Occupational Standards (NOS)

Compulsory NOS:

1. ASC/N0001: Plan and organise work to meet expected outcomes

2. ASC/N0002: Work effectively in a team

3. ASC/N0003: Maintain a healthy,safe and secure working environment

4. ASC/N1001: Handle leads generated from various sources

5. ASC/N1002: Manage operation to achieve lead closures and deliver vehicle to customer

6. ASC/N1004: Perform valuation and support activities for pre-owned vehicles

Qualification Pack (QP) Parameters

Sector Automotive

Sub-Sector Automotive Vehicle Sales (Dealer)

Occupation Vehicle Sales

Country India

NSQF Level 6

Qualification Pack


Aligned to NCO/ISCO/ISIC Code NCO-2015/3322.1203

Minimum Educational Qualification& Experience

Graduate (in any discipline) with 2-3 Years ofexperience For other qualifications ORDiploma (in any discipline) with 0-6 Months ofexperience ASDC Sales Consultant (Pre-owned Vehicles)Level 6 certificate or Post Graduate degree/Diploma inBusiness Administration

Minimum Level of Education forTraining in School

Pre-Requisite License or TrainingOn the job training: Desirable for ASDC Sales Consultant(Pre-owned Vehicles) Level 6 Certificate or Postgraduate degree/Diploma in Business AdministrationCompulsory for all other qualifications

Minimum Job Entry Age 18 Years

Last Reviewed On 10/06/2013

Next Review Date 31/03/2022

NSQC Approval Date 20/07/2015

Version 1.0

Reference code on NQR 2015/AUT/ASDC/00605

NQR Version 1.0

Qualification Pack


ASC/N0001: Plan and organise work to meet expected outcomes

Description

This NOS unit is about planning and organising an individuals work in order to complete it to the requiredstandards on time.

Scope

This unit/task covers the following:

work requirements including various activities, deliverables or work output required in the giventime, maintain set quality standardsappropriate use of resources (both material / equipment's and manpower

Elements and Performance Criteria

Work requirements including various activities within the given time and set quality standardsTo be competent, the user/individual on the job must be able to:PC1. keep immediate work area clean and tidyPC2. treat confidential information as per the organisations guidelinesPC3. work in line with organisations policies and proceduresPC4. work within the limits of job rolePC5. obtain guidance from appropriate people, where necessaryPC6. ensure work meets the agreed requirementsAppropriate use of resourcesTo be competent, the user/individual on the job must be able to:PC7. establish and agree on work requirements with appropriate peoplePC8. manage time, materials and cost effectivelyPC9. use resources in a responsible manner

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies, procedures and priorities for area of work, role and responsibilitiesin carrying out that work

KU2. the limits of responsibilities and when to involve othersKU3. specific work requirements and who these must be agreed withKU4. the importance of having a tidy work area and how to do thisKU5. how to prioritize workload according to urgency and importance and the benefits of thisKU6. the organisations policies and procedures for dealing with confidential information and the

importance of complying with theseKU7. the purpose of keeping others updated with the progress of work

Qualification Pack


KU8. who to obtain guidance from and the typical circumstances when this may be requiredKU9. the purpose and value of being flexible and adapting work plansKU10. how to complete tasks accurately by following standard proceduresKU11. technical resources needed for work and how to obtain and use these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1. write in at least one languageGS2. read instructions, guidelines/proceduresGS3. ask for clarification and advice from appropriate personsGS4. communicate orally with colleaguesGS5. make a decision on a suitable course of action appropriate for accurately completing the task

within resourcesGS6. agree objectives and work requirementsGS7. plan and organise work to achieve targets and deadlinesGS8. deliver consistent and reliable service to customersGS9. check own work and ensure it meets customer requirementsGS10. anomalies to the concerned personsGS11. analyse problems and identify work-arounds taking help fromGS12. apply own judgement to identify solutions in different situations

Qualification Pack


Assessment Criteria

Assessment Criteria for Outcomes TheoryMarks

PracticalMarks

ProjectMarks

VivaMarks

Work requirements including various activitieswithin the given time and set quality standards 16 47 - -

PC1. keep immediate work area clean andtidy 2 9 - -

PC2. treat confidential information as per theorganisations guidelines 2 6 - -

PC3. work in line with organisations policiesand procedures 3 8 - -

PC4. work within the limits of job role 3 6 - -

PC5. obtain guidance from appropriatepeople, where necessary 3 7 - -

PC6. ensure work meets the agreedrequirements 3 11 - -

Appropriate use of resources 9 28 - -

PC7. establish and agree on workrequirements with appropriate people 3 9 - -

PC8. manage time, materials and costeffectively 3 11 - -

PC9. use resources in a responsible manner 3 8 - -

NOS Total 25 75 - -

Qualification Pack


National Occupational Standards (NOS) Parameters

NOS Code ASC/N0001

NOS Name Plan and organise work to meet expected outcomes

Sector Automotive

Sub-Sector Manufacturing and R&D, Sales and Service, Road Transportation

Occupation Auto Components /Aggregates Repair

NSQF Level 4

Credits NA

Version 1.0

Last Reviewed Date 10/06/2013


NSQC Clearance Date 24/02/2022

Qualification Pack


ASC/N0002: Work effectively in a team

Description

This NOS unit is about working effectively with colleagues, either in individuals own work group or in otherwork groups within organisation

Scope

This unit/task covers the following: Colleagues:

SuperiorsMembers of own work groupPeople in other work groups within or outside the organisation Communicate:Face-to-faceBy telephoneIn writing


Effective communicationTo be competent, the user/individual on the job must be able to:PC1. maintain clear communication with colleaguesPC2. work with colleaguesPC3. pass on information to colleagues in line with organisational requirementsPC4.. work in ways that show respect for colleaguesPC5. carry out commitments made to colleaguesPC6. let colleagues know in good time if cannot carry out commitments, explaining the reasonsPC7. identify problems in working with colleagues and take the initiative to solve these problemsPC8. follow the organisations policies and procedures for working with colleaguesPC9. ability to share resources with other members as per priority of tasks



KU1. the organisations policies and procedures for working withcolleagues, role and responsibilitiesin relation to this

KU2. the importance of effective communication and establishing goodworking relationships withcolleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to usethese

KU4. benefits of developing productive working relationships withcolleaguesKU5. the importance of creating an environment of trust and mutualrespectKU6. whether not meeting commitments, will have implications onindividuals and the organisation

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KU7. different types of information that colleagues might need and theimportance of providing thisinformation when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, wherenecessary, to resolve these

Generic Skills (GS)


GS1. complete well written work with attention to detailGS2. read instructions, guidelines/proceduresGS3. listen effectively and orally communicate informationGS4. make decisions on a suitable course of action or responseGS5. plan and organise work to achieve targets and deadlinesGS6. check that the work meets customer requirementsGS7. deliver consistent and reliable service to customersGS8. apply problem solving approaches in different situationsGS9. apply balanced judgements to different situationsGS10. apply good attention to detailGS11. check that the work is complete and free from errorsGS12. get work checked by peersGS13. work effectively in a team environment

Qualification Pack


Assessment Criteria


PracticalMarks

ProjectMarks

VivaMarks

Effective communication 25 75 - -

PC1. maintain clear communication withcolleagues 4 10 - -

PC2. work with colleagues 2 7 - -

PC3. pass on information to colleagues in linewith organisational requirements 3 8 - -

PC4.. work in ways that show respect forcolleagues 3 8 - -

PC5. carry out commitments made tocolleagues 2 8 - -

PC6. let colleagues know in good time ifcannot carry out commitments, explaining thereasons

2 8 - -

PC7. identify problems in working withcolleagues and take the initiative to solvethese problems

4 9 - -

PC8. follow the organisations policies andprocedures for working with colleagues 3 9 - -

PC9. ability to share resources with othermembers as per priority of tasks 2 8 - -

NOS Total 25 75 - -

Qualification Pack



NOS Code ASC/N0002

NOS Name Work effectively in a team

Sector Automotive


Occupation Maintenance

NSQF Level 4

Credits TBD

Version 1.0




Qualification Pack


ASC/N0003: Maintain a healthy,safe and secure working environment

Description

This NOS unit is about monitoring the working environment and making sure it meets requirements forhealth, safety and security

Scope


Resources (both material & manpower) needed to maintain a safe working environment as per theprevalent norms & government policies including emergency procedures for Illness, accidents, firesor any other reason which may involve evacuation of the premises


Resources needed to maintain a safe, secure working environmentTo be competent, the user/individual on the job must be able to:PC1. comply with organisations current health,safety and security policies and proceduresPC2. report any identified breaches in health,safety, and security policies and procedures to the

designated personPC3.. Coordinate with other resources at the workplace to achieve the healthy, safe and secure

environment for all incorporating all government norms esp. for emergency situations likefires,earthquakes etc.

PC4. identify and correct any hazards like illness, accidents, fires or any other natural calamitysafely and within the limits of individuals authority

PC5. report any hazards outside the individuals authority to the relevant person in line withorganisational procedures and warn other people who may be affected

PC6. follow organisations emergency procedures for accidents, fires or any other natural calamityPC7. identify and recommend opportunities for improving health,safety, and security to the

designated personPC8. complete all health and safety records are updates and procedures well defined



KU1. legislative requirements and organisations procedures for health, safety and security andindividuals role and responsibilities in relation to this

KU2. what is meant by a hazard, including the different types of health and safety hazards thatcan be found in the workplace

KU3. how and when to report hazardsKU4. the limits of responsibility for dealing with hazards

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KU5. the organisations emergency procedures for different emergency situations and theimportance of following these

KU6. the importance of maintaining high standards of health, safety and securityKU7. implications that any non-compliance with health, safety and security may have on

individuals and the organisationKU8. different types of breaches in health, safety and security and how and when to report theseKU9. evacuation procedures for workers and visitorsKU10. how to summon medical assistance and the emergency services,where necessaryKU11. how to use the health, safety and accident reporting procedures and the importance of these

Generic Skills (GS)


GS1. complete accurate, well written work with attention to detailGS2. read instructions, guidelines/procedures/rulesGS3. listen and orally communicate informationGS4. make decisions on a suitable course of action or responseGS5. plan and organise work to achieve targets and deadlinesGS6. build and maintain positive and effective relationships withcolleagues and customersGS7. apply problem solving approaches in different situationsGS8. analyse data and activitiesGS9. apply balanced judgements to different situationsGS10. apply good attention to detailGS11. check that the work is complete and free from errorsGS12. get work checked by peersGS13. work effectively in a team environment

Qualification Pack


Assessment Criteria


PracticalMarks

ProjectMarks

VivaMarks

Resources needed to maintain a safe, secureworking environment 25 75 - -

PC1. comply with organisations currenthealth,safety and security policies and procedures 3 9 - -

PC2. report any identified breaches inhealth,safety, and security policies andprocedures to the designated person

3 10 - -

PC3.. Coordinate with other resources at theworkplace to achieve the healthy, safe and secureenvironment for all incorporating all governmentnorms esp. for emergency situations likefires,earthquakes etc.

3 10 - -

PC4. identify and correct any hazards like illness,accidents, fires or any other natural calamitysafely and within the limits of individuals authority

5 10 - -

PC5. report any hazards outside the individualsauthority to the relevant person in line withorganisational procedures and warn other peoplewho may be affected

3 9 - -

PC6. follow organisations emergency proceduresfor accidents, fires or any other natural calamity 3 10 - -

PC7. identify and recommend opportunities forimproving health,safety, and security to thedesignated person

3 8 - -

PC8. complete all health and safety records areupdates and procedures well defined 2 9 - -

NOS Total 25 75 - -

Qualification Pack



NOS Code ASC/N0003

NOS Name Maintain a healthy,safe and secure working environment

Sector Automotive


Occupation Auto Components/Aggregates Repair

NSQF Level 4

Credits NA

Version 1.0




Qualification Pack


ASC/N1001: Handle leads generated from various sources

Description

This OS unit is about an individual handling sales leads generated from various sources and following up toachieve sales or in case of more clarifications/ discounts refer it to superiors or sales team lead

Scope


collate sales leads from various sourcesfollow up on sales leads and deliver a sales pitch


Collate Sales Leads, follow-up and deliver a sales pitchTo be competent, the user/individual on the job must be able to:PC1. . handle all leads from various sources like showroom walk-ins, telephonic enquiries, other

marketing campaigns and ATL / BTL activitiesPC2. . greet customer on sales floor and takes them through the entire buying process supported

by established selling steps, selling policies and proceduresPC3.. handle potential sales leads generated from telecalling, showroom walk-ins, telephonic

enquiries etc.PC4. . deliver a sales pitch highlighting unique selling points of the vehicle tailored to

requirements of potential customersPC5.. explain comparativedetails about the vehicle features and demonstrate operation of vehicle

in showroom and via test drivePC6. . explain product performance, application and benefits to prospects and describing all

optional equipment available for customer purchasePC7. . provide new vehicle to customer through established delivery process, ensuring that the

customer understands the vehicle's operating features, warranty and paperworkPC8. . process customer orders in a timely manner, ensuring the clients approvalPC9. . maintain a buyer follow-up system that encourages repeat and referral business and

contributes to customer satisfactionPC10. . manage a diverse range of customer retention campaigns and initiatives including idea

generation and exploration, preparing and presenting sales delivery proposals, oversee theproduction processes and championing successful execution

PC11. . analyze campaign outcomes in detail, using a variety of proprietary software applicationsand draw insights and present them to the sales function to facilitate sound decisionmaking

PC12. . check availability of test drive cars and arrange / schedule the test drive for interestedcustomers (through leads generated from potential sources)

PC13. . respond to all customer enquiries on the vehicle, promotions, price etc.

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PC14. . provide enriching customer experience by hassle free buying process, quickdocumentation, providing entertainment avenues etc., during lead time

PC15. . explain facilities available from the OEM and Dealership for finance and insurancePC16.. follow up on all post-delivery items including tag/title work, and any special requests to be

sure that all customer expectations are metPC17. . make follow up calls to existing customers for service reminders and to promote other

value-added servicesPC18. . respond to unfavourable comparisons of the vehicle vis--vis competitors products by

pitching the USP of the vehicle over other competitor products



KU1. standard operating procedures of the organisation/ dealership for responding to salesenquiries

KU2. promotions, discounts, offers available from the dealership and the oemKU3. prices, taxes and other applicable cost elements for the vehicleKU4. documentation requirements for each procedure carried out as part of roles and

responsibilitiesKU5. organisational and professional code of ethics and standards of practiceKU6. safety and health policies and regulations for the workplaceKU7. how to greet and meet potential customers walking-in to the showroomKU8. how to handle telephonic queries including the cold calls and must be able to convince the

customer on the usp of the vehicleKU9. various promotional activities such as: road shows mall activations exchange melas canopy

promotions local contests loan melas promotional test-drivesKU10. how to respond to queries about technical, cost and service aspects of the vehicleKU11. how to respond to negative comments or unfavourable comparisons of the vehicle (vis--vis a

competitors products)KU12. how to arrive at final on-road cost of a vehicleKU13. promotions, offers, discounts and other schemes available from the dealership and oemKU14. detailed technical and performance specifications of the vehicleKU15. documents required from potential customer to close a saleKU16. facilities for insurance and finance offered by the dealershipKU17. the competitive landscape including: competitor dealerships in the area vehicles offered by

competitors pros and cons of the vehicle vis--vis those offered by competitors pricedifferentials with competitors products

Generic Skills (GS)


Qualification Pack


GS1. create documentation required on the job (including databases to manage leads, arrangetest drives etc.)

GS2. prepare cost estimates for on-road pricing of vehiclesGS3. write in at least one languageGS4. read brochures and technical specifications of the vehicle provided by the Dealership and

OEMGS5. read policies and regulations pertinent to the jobGS6. interact with the potential customer to elicit information on needs and requirementsGS7. make customers feel welcomed and relaxed in the showroom environmentGS8. interact with the customer to build a positive rapport and influence the purchase decisionGS9. interact with customers to deliver a sales pitch in an engaging mannerGS10. analyse the customer profiles and offer them all possible options available so that they can

choose the best offerGS11. plan work assigned on a daily basisGS12. follow up regularly on potential leads to close them which may include planning field visits,

giving test drive to customers etc.GS13. ensure that potential customer needs and requirements are assessedGS14. ensure that the sales pitch is tailored to needs and requirements of the potential customerGS15. handle unfavourable comparisons of the vehicle with competitors productsGS16. ensure that the sales process is hurdle-free for the potential customerGS17. liaise with stakeholders to ensure all arrangements and documentation are done on timeGS18. analyse unique selling points of the vehicle based on potential customer requirementsGS19. evaluate the information gathered from the potential customer and utilise it to ensure a

smooth sales process

Qualification Pack


Assessment Criteria


PracticalMarks

ProjectMarks

VivaMarks

Collate Sales Leads, follow-up and deliver a sales pitch 30 70 - -

PC1. . handle all leads from various sources likeshowroom walk-ins, telephonic enquiries, othermarketing campaigns and ATL / BTL activities

3 6 - -

PC2. . greet customer on sales floor and takes themthrough the entire buying process supported byestablished selling steps, selling policies andprocedures

1 4 - -

PC3.. handle potential sales leads generated fromtelecalling, showroom walk-ins, telephonic enquiriesetc.

1 6 - -

PC4. . deliver a sales pitch highlighting uniqueselling points of the vehicle tailored to requirementsof potential customers

2 6 - -

PC5.. explain comparativedetails about the vehiclefeatures and demonstrate operation of vehicle inshowroom and via test drive

3 5 - -

PC6. . explain product performance, application andbenefits to prospects and describing all optionalequipment available for customer purchase

3 5 - -

PC7. . provide new vehicle to customer throughestablished delivery process, ensuring that thecustomer understands the vehicle's operatingfeatures, warranty and paperwork

2 4 - -

PC8. . process customer orders in a timely manner,ensuring the clients approval 1 3 - -

PC9. . maintain a buyer follow-up system thatencourages repeat and referral business andcontributes to customer satisfaction

1 3 - -

PC10. . manage a diverse range of customerretention campaigns and initiatives including ideageneration and exploration, preparing andpresenting sales delivery proposals, oversee theproduction processes and championing successfulexecution

2 3 - -

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PracticalMarks

ProjectMarks

VivaMarks

PC11. . analyze campaign outcomes in detail, usinga variety of proprietary software applications anddraw insights and present them to the salesfunction to facilitate sound decision making

2 3 - -

PC12. . check availability of test drive cars andarrange / schedule the test drive for interestedcustomers (through leads generated from potentialsources)

1 3 - -

PC13. . respond to all customer enquiries on thevehicle, promotions, price etc. 1 4 - -

PC14. . provide enriching customer experience byhassle free buying process, quick documentation,providing entertainment avenues etc., during leadtime

1 3 - -

PC15. . explain facilities available from the OEM andDealership for finance and insurance 2 3 - -

PC16.. follow up on all post-delivery items includingtag/title work, and any special requests to be surethat all customer expectations are met

1 3 - -

PC17. . make follow up calls to existing customersfor service reminders and to promote other value-added services

1 3 - -

PC18. . respond to unfavourable comparisons of thevehicle vis--vis competitors products by pitching theUSP of the vehicle over other competitor products

2 3 - -

NOS Total 30 70 - -

Qualification Pack



NOS Code ASC/N1001

NOS Name Handle leads generated from various sources

Sector Automotive



NSQF Level 6

Credits NA

Version 1.0




Qualification Pack


ASC/N1002: Manage operation to achieve lead closures and delivervehicle to customer

Description

This OS unit is about an Sales Consultant ensuring that sales leads generated from various sources areclosed and all required sales documentation is completed before the vehicle is delivered.

Scope


ensure the closure of all the leads generated from various sources and escalate to superiors in caseof any hindrances faced to ensure closureassist the customer in selecting the right model, variant of the vehicle and ensure sales closure aftercompletion of all documentation process including corresponding finance & insurance services ifrequired


Ensure closure of all leads including documentation processTo be competent, the user/individual on the job must be able to:PC1. . handle all leads from various sources like showroom walk-ins, telephonic enquiries, other

marketing campaigns and atl / btl activitiesPC2.. deliver a sales pitch highlighting unique selling points of the vehicle tailored to

requirements of potential customersPC3. . explain comparativedetails about the vehicle features and demonstrate operation of vehicle

in showroom and via test drivePC4.. explain product performance, application and benefits to prospects and describing all

optional equipment available for customer purchasePC5. . provide enriching customer experience by hassle free buying process, quick

documentation, providing entertainment avenues etc., during lead timePC6. . respond to unfavourable comparisons of the vehicle vis--vis competitors products by

pitching the usp of the vehicle over other competitor productsPC7. . respond positively to and resolve customer objections/queries against the oem productsPC8. . follow up with potential customers to conclude sales process by agreeing on a purchase

pricePC9. . explain facilities available from the oem and dealership for finance and insurancePC10. . assist customers in fulfilling all documentation requirements for purchase and registration,

financing and insurance of the vehiclePC11. . ensuring that all processes for ordering the vehicle and implementing customisations (e.g.

model, colour, accessories etc.) including various accessories are completed in time boundmanner

PC12. . receive, process and verify the accuracy of delivered orders from customers utilizing theorganisations internal crm/ mainframe systems and customer purchase orders

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PC13.. initiate required action for response to customer service requests for order changes,including the maintenance of customer information files and communicates changes to thesales function

PC14. . follow up with customers after service or repairs on their vehicle and take feedback on theexperience

PC15.. report any complaints or queries from customers to the concerned persons in theorganisation



KU1. standard operating procedures of the organisation/ dealership for responding to salesenquiries

KU2. promotions, discounts, offers available from the dealership and the oemKU3. prices, taxes and other applicable cost elements for the vehicleKU4. documentation requirements for each procedure carried out as part of roles and

responsibilitiesKU5. documentation requirements for vehicle finance and insuranceKU6. organisational and professional code of ethics and standards of practiceKU7. safety and health policies and regulations for the workplaceKU8. how to respond to queries about technical, cost and service aspects of the vehicleKU9. how to respond to negative comments or unfavourable comparisons of the vehicle (vis--vis a

competitors products)KU10. detailed technical and performance specifications of the vehicle kb4. how to arrive at final

on-road cost of a vehicleKU11. promotions, offers, discounts and other schemes available from the dealership and oemKU12. processes required to order the vehicle and customise it according to customer preferences

(e.g. model, colour, value added services, accessories etc.)KU13. documents required from potential customer to close a sale including the ones required for

getting finance, insurance and registration of the vehicleKU14. whom to approach for vehicle finance and insurance and obtain information on financing

offers available both within the dealership and people from banks / nbfcsKU15. how to coordinate with the people from stockyard and pdi to ensure that the vehicle to be

delivered is ready in time as per customers demandKU16. the competitive landscape including: competitor dealerships in the area vehicles offered by

competitors pros and cons of the vehicle vis--vis those offered by competitors pricedifferentials with competitors products

Generic Skills (GS)


GS1. create documentation required on the job (including databases to manage leads, arrangetest drives etc.)

Qualification Pack


GS2. assist customers in filling forms and other documentation required for registration, insuranceand finance

GS3. prepare cost estimates for on-road pricing of vehiclesGS4. prepare the detailed document on the various value added services that are sold bundled

with the vehicleGS5. write in at least one languageGS6. read brochures and technical specifications of the vehicle provided by the dealership and

oemGS7. read policies and regulations pertinent to the jobGS8. interact with the potential customer to elicit information on needs and requirementsGS9. make customers feel welcomed and relaxed in the showroom environmentGS10. interact with the customer to build a positive rapport and influence the purchase decisionGS11. interact with customers to deliver a sales pitch in an engaging mannerGS12. interact with other support stakeholders in the dealership (like stock yard people, pdi and

other service people) to ensure that vehicle is ready in time for deliveryGS13. analyse the customer profiles and offer them all possible options available so that they can

choose the best offerGS14. help customer in choosing appropriate accessories and value added services along with the

vehicleGS15. help the sales manager in planning the offtake of primary vehicles basis the number of hot

leads which are expected to convert into final retail to the end customerGS16. plan work assigned on a daily basisGS17. follow up regularly on potential leads to close them which may include planning field visits,

giving test drive to customers etc.GS18. plan the sale against the targets leading to offtake of primary vehicles by the dealership (for

e.g. basis the hot leads available, dealership would place orders for stocking from the oem)GS19. ensure that potential customer needs and requirements are assessed including the vehicle

as well as various accessories and value added servicesGS20. ensure that the sales pitch is tailored to needs and requirements of the potential customerGS21. ensure that the vehicle is prepared (including cleaning and pdi) and accessories are fitted

prior to the delivery time that is agreed upon with the customerGS22. handle unfavourable comparisons of the vehicle with competitors productsGS23. ensure that the sales process is hurdle-free for the potential customerGS24. liaise with stakeholders to ensure all arrangements and documentation are done on timeGS25. analyse unique selling points of the vehicle based on potential customer requirementsGS26. evaluate the information gathered from the potential customer and utilise it to ensure a

smooth sales process

Qualification Pack


Assessment Criteria


PracticalMarks

ProjectMarks

VivaMarks

Ensure closure of all leads including documentationprocess 30 70 - -

PC1. . handle all leads from various sources likeshowroom walk-ins, telephonic enquiries, othermarketing campaigns and atl / btl activities

1 5 - -

PC2.. deliver a sales pitch highlighting uniqueselling points of the vehicle tailored to requirementsof potential customers

3 5 - -

PC3. . explain comparativedetails about the vehiclefeatures and demonstrate operation of vehicle inshowroom and via test drive

2 6 - -

PC4.. explain product performance, application andbenefits to prospects and describing all optionalequipment available for customer purchase

3 5 - -

PC5. . provide enriching customer experience byhassle free buying process, quick documentation,providing entertainment avenues etc., during leadtime

2 5 - -

PC6. . respond to unfavourable comparisons of thevehicle vis--vis competitors products by pitching theusp of the vehicle over other competitor products

3 5 - -

PC7. . respond positively to and resolve customerobjections/queries against the oem products 2 5 - -

PC8. . follow up with potential customers toconclude sales process by agreeing on a purchaseprice

1 5 - -

PC9. . explain facilities available from the oem anddealership for finance and insurance 3 4 - -

PC10. . assist customers in fulfilling alldocumentation requirements for purchase andregistration, financing and insurance of the vehicle

3 4 - -

Qualification Pack



PracticalMarks

ProjectMarks

VivaMarks

PC11. . ensuring that all processes for ordering thevehicle and implementing customisations (e.g.model, colour, accessories etc.) including variousaccessories are completed in time bound manner

1 5 - -

PC12. . receive, process and verify the accuracy ofdelivered orders from customers utilizing theorganisations internal crm/ mainframe systems andcustomer purchase orders

2 4 - -

PC13.. initiate required action for response tocustomer service requests for order changes,including the maintenance of customer informationfiles and communicates changes to the salesfunction

2 4 - -

PC14. . follow up with customers after service orrepairs on their vehicle and take feedback on theexperience

1 4 - -

PC15.. report any complaints or queries fromcustomers to the concerned persons in theorganisation

1 4 - -

NOS Total 30 70 - -

Qualification Pack



NOS Code ASC/N1002

NOS Name Manage operation to achieve lead closures and deliver vehicle tocustomer

Sector Automotive



NSQF Level 6

Credits TBD

Version 1.0



NSQC Clearance Date NA

Qualification Pack


ASC/N1004: Perform valuation and support activities for pre-ownedvehicles

Description

This OS unit is about an individual to appraise the condition of the pre-owned vehicles for purchase andrefurbishment, post which valuate them for sales as pre-owned vehicle.

Scope


appraise pre-owned vehicles for purchase and refurbishmentassist in valuation of refurbished vehicles for sale as used / pre-owned vehicles


Appraise the preowned vehicles and assist in valuationTo be competent, the user/individual on the job must be able to:PC1.. verify the identity of the vehicle and the ownerPC2. . ensure that all required documents are available, ownership is well established and there

are no potential problems in purchasing the vehiclePC3. . appraise the condition of pre-owned vehicles and the refurbishment requiredPC4. . ensure that a through valuation is carried out for all pre-owned vehicles prior to purchase

including the technical checks to understand the exact condition of the main aggregateslike engine, gear box, propeller shafts etc.

PC5.. estimate resale price post-refurbishment or major overhaul of aggregates if required for thevehicles

PC6.. recommend additional accessories on the existing pre-owned-vehicles as per the customersrequirement

PC7. . share details about volume discounts and special offers on bulk purchases / sale of pre-owned vehicles (esp. in the commercial vehicle segment when a major project is starting /ending the contractor may want to purchase / sell the preowned vehicles)

PC8.. liaise with the service team for minor repairs if required on the vehicle to get a betterresale value (which may include overhauling of major aggregates)

PC9.. interact and ask open-ended questions on the condition of the vehicle to be purchased(including whether the vehicle is not an accidental vehicle)

PC10.. negotiate and close the deal, according to the valuation done for the vehicles, with thecustomers

PC11. . enter customer orders, replacements and refunds in the enterprise management systemPC12. . keep in mind dealer profitability, additional costs and on road pricing etc. before finalising

the cost of purchase of the pre-owned vehiclesPC13. . coordinate with rto for timely and hassle-free re-registration of the used vehicles in the area

of the customers choice for improved customer satisfaction

Qualification Pack


PC14. . keep abreast of features, conditions, and warranty status of used vehicle makes andmodels

PC15. . utilize the customer relationship management system (crm) to plan, prioritize, track andmeasure selling activities



KU1. standard operating procedures of the oem for valuation of pre-owned vehiclesKU2. standard operating procedures of the dealership for valuation of pre-owned vehicles

including various physical checks and details check by the service team to find the exactcondition of the vehicle aggregates

KU3. promotions, discounts, offers available from the dealership and the oem on the pre-owned /used vehicles

KU4. prices, taxes and other applicable cost elements for the vehicle especially for the pre-ownedvehicles (including the re-registration amount in case the new customer would want thevehicle to be registered at a different transport authority)

KU5. documentation requirements for each procedure carried out as part of roles andresponsibilities

KU6. organisational and professional code of ethics and standards of practiceKU7. safety and health policies and regulations for the workplaceKU8. the basic technology used in and functioning of various components and aggregates of the

vehicleKU9. how to physically inspect the vehicle and understand the overall condition of the vehicleKU10. how to verify the identity of the vehicle and establish ownership credentialsKU11. how to ensure proper and correct valuation of the vehicleKU12. how to arrive at a cost estimate for responding to the valuation of any preowned vehicleKU13. calculation of exact pricing for purchase of the pre-owned vehiclesKU14. how to calculate refurbishment costs of the vehicle including major / minor overhauling of

the aggregatesKU15. how to estimate resale price after refurbishment of the vehicleKU16. how to ensure profitability from each pre-owned vehicle keeping in mind registration, on-

road costs etc.KU17. how to enter customer orders, replacements and refunds in the enterprise management

systemKU18. software or format used for financing calculations like ms excel and ms wordKU19. software or format used for billing and financing of the vehicle like tally and SAPKU20. requirements for statutory compliance for regulations and other legal aspectsKU21. promotions, offers, discounts and other schemes available from the dealership and the OEMKU22. documents required from potential customer to close a purchase dealKU23. detailed technical and performance specifications of the vehicle

Generic Skills (GS)

Qualification Pack



GS1. create documentation required on the job (including estimate sheets, work sheets, etc.)GS2. assist customers in filling forms and other documentation required for registration, insurance

and financeGS3. prepare cost estimates for on-road pricing of vehiclesGS4. write in at least one languageGS5. read brochures and technical specifications of the vehicle provided by the dealership and

oemGS6. read policies and regulations pertinent to the jobGS7. interact with the potential sellers of vehicles to elicit information on their needs and

requirementsGS8. interact with the customer to build a positive rapport and influence the selling decisionGS9. make customers feel welcomed and relaxed in the showroom environmentGS10. analyse information and evaluate results to choose the best solution and solve problemsGS11. analyse the customer profiles and offer them all possible options available so that they can

choose the best offerGS12. plan work assigned on a daily basisGS13. follow up with services function of the dealership for accurate vehicle valuationGS14. interact with the customer to build a positive rapport and influence the selling decisionGS15. ensure that potential customer needs and requirements are assessedGS16. handle unfavourable comparisons of the vehicle with competitors productsGS17. ensure that the buying process of pre-owned vehicle is hassle-freeGS18. liaise with all stakeholders to ensure all arrangements and documentation are done on timeGS19. analyse all technical aspects (including servicing) of the vehicle before purchasing from the

potential customerGS20. evaluate the information gathered from the potential customer and utilise it to ensure a

smooth purchase process

Qualification Pack


Assessment Criteria


PracticalMarks

ProjectMarks

VivaMarks

Appraise the preowned vehicles and assist invaluation 30 70 - -

PC1.. verify the identity of the vehicle and theowner 1 5 - -

PC2. . ensure that all required documents areavailable, ownership is well established and thereare no potential problems in purchasing the vehicle

3 5 - -

PC3. . appraise the condition of pre-owned vehiclesand the refurbishment required 3 5 - -

PC4. . ensure that a through valuation is carried outfor all pre-owned vehicles prior to purchaseincluding the technical checks to understand theexact condition of the main aggregates like engine,gear box, propeller shafts etc.

1 5 - -

PC5.. estimate resale price post-refurbishment ormajor overhaul of aggregates if required for thevehicles

3 5 - -

PC6.. recommend additional accessories on theexisting pre-owned-vehicles as per the customersrequirement

2 5 - -

PC7. . share details about volume discounts andspecial offers on bulk purchases / sale of pre-ownedvehicles (esp. in the commercial vehicle segmentwhen a major project is starting / ending thecontractor may want to purchase / sell thepreowned vehicles)

3 4 - -

PC8.. liaise with the service team for minor repairsif required on the vehicle to get a better resalevalue (which may include overhauling of majoraggregates)

1 5 - -

PC9.. interact and ask open-ended questions on thecondition of the vehicle to be purchased (includingwhether the vehicle is not an accidental vehicle)

2 4 - -

Qualification Pack



PracticalMarks

ProjectMarks

VivaMarks

PC10.. negotiate and close the deal, according tothe valuation done for the vehicles, with thecustomers

2 5 - -

PC11. . enter customer orders, replacements andrefunds in the enterprise management system 2 5 - -

PC12. . keep in mind dealer profitability, additionalcosts and on road pricing etc. before finalising thecost of purchase of the pre-owned vehicles

2 4 - -

PC13. . coordinate with rto for timely and hassle-free re-registration of the used vehicles in the areaof the customers choice for improved customersatisfaction

1 5 - -

PC14. . keep abreast of features, conditions, andwarranty status of used vehicle makes and models 2 4 - -

PC15. . utilize the customer relationshipmanagement system (crm) to plan, prioritize, trackand measure selling activities

2 4 - -

NOS Total 30 70 - -

Qualification Pack



NOS Code ASC/N1004

NOS Name Perform valuation and support activities for pre-owned vehicles

Sector Automotive


Occupation vehicle sales

NSQF Level 6

Credits TBD

Version 1.0



NSQC Clearance Date NA

Assessment Guidelines and Assessment Weightage

Assessment Guidelines

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. EachElement/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC willalso lay down proportion of marks for Theory and Skills Practical for each Element/ PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selectedelective/option NOS/set of NOS.

4. Individual assessment agencies will create unique question papers for theory part for each candidate ateach examination/training center (as per assessment criteria below).

5. Individual assessment agencies will create unique evaluations for skill practical for every student ateach examination/ training center based on these criteria.

6. To pass the Qualification Pack assessment, every trainee should score the Recommended Pass %aggregate for the QP.

7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.

Qualification Pack


Minimum Aggregate Passing % at QP Level : 75

(Please note: Every Trainee should score a minimum aggregate passing percentage as specified above, tosuccessfully clear the Qualification Pack assessment.)

Assessment Weightage

Compulsory NOS

National OccupationalStandards

TheoryMarks

PracticalMarks

ProjectMarks

VivaMarks

TotalMarks Weightage

ASC/N0001.Plan andorganise work to meetexpected outcomes

25 75 - - 100 10

ASC/N0002.Work effectivelyin a team 25 75 - - 100 10

ASC/N0003.Maintain ahealthy,safe and secureworking environment

25 75 - - 100 5

ASC/N1001.Handle leadsgenerated from varioussources

30 70 - - 100 25

ASC/N1002.Manageoperation to achieve leadclosures and deliver vehicleto customer

30 70 - - 100 25

ASC/N1004.Performvaluation and supportactivities for pre-ownedvehicles

30 70 - - 100 25

Total 165 435 - - 600 100

Qualification Pack


Acronyms

NOS National Occupational Standard(s)

NSQF National Skills Qualifications Framework

QP Qualifications Pack

TVET Technical and Vocational Education and Training

Qualification Pack


Glossary

SectorSector is a conglomeration of different business operations havingsimilar business and interests. It may also be defined as a distinctsubset of the economy whose components share similar characteristicsand interests.

Sub-sector Sub-sector is derived from a further breakdown based on thecharacteristics and interests of its components.

Occupation Occupation is a set of job roles, which perform similar/ related set offunctions in an industry.

Job role Job role defines a unique set of functions that together form a uniqueemployment opportunity in an organisation.

OccupationalStandards (OS)

OS specify the standards of performance an individual must achievewhen carrying out a function in the workplace, together with theKnowledge and Understanding (KU) they need to meet that standardconsistently. Occupational Standards are applicable both in the Indianand global contexts.

Performance Criteria(PC)

Performance Criteria (PC) are statements that together specify thestandard of performance required when carrying out a task.

NationalOccupationalStandards (NOS)

NOS are occupational standards which apply uniquely in the Indiancontext.

Qualifications Pack(QP)

QP comprises the set of OS, together with the educational, training andother criteria required to perform a job role. A QP is assigned a uniquequalifications pack code.

Unit Code Unit code is a unique identifier for an Occupational Standard, which isdenoted by an ‘N’

Unit Title Unit title gives a clear overall statement about what the incumbentshould be able to do.

DescriptionDescription gives a short summary of the unit content. This would behelpful to anyone searching on a database to verify that this is theappropriate OS they are looking for.

ScopeScope is a set of statements specifying the range of variables that anindividual may have to deal with in carrying out the function which havea critical impact on quality of performance required.

Qualification Pack


Knowledge andUnderstanding (KU)

Knowledge and Understanding (KU) are statements which togetherspecify the technical, generic, professional and organisational specificknowledge that an individual needs in order to perform to the requiredstandard.

OrganisationalContext

Organisational context includes the way the organisation is structuredand how it operates, including the extent of operative knowledgemanagers have of their relevant areas of responsibility.

Technical Knowledge Technical knowledge is the specific knowledge needed to accomplishspecific designated responsibilities.

Core Skills/ GenericSkills (GS)

Core skills or Generic Skills (GS) are a group of skills that are the key tolearning and working in today’s world. These skills are typically neededin any work environment in today’s world. These skills are typicallyneeded in any work environment. In the context of the OS, these includecommunication related skills that are applicable to most job roles.

ElectivesElectives are NOS/set of NOS that are identified by the sector ascontributive to specialization in a job role. There may be multipleelectives within a QP for each specialized job role. Trainees must selectat least one elective for the successful completion of a QP with Electives.

OptionsOptions are NOS/set of NOS that are identified by the sector asadditional skills. There may be multiple options within a QP. It is notmandatory to select any of the options to complete a QP with Options.

Documents

Sales Consultant (Pre-owned Vehicles)