2019 - 2020
Florida Department of Education
Curriculum Framework 

Program Title:	Automotive Customer Service Advisor
Program Type:	Career Preparatory
Career Cluster:	Transportation, Distribution and Logistics

Career Certificate Program – Career Preparatory	
Program Number	T400910	
CIP Number	0647060427	
Grade Level	30, 31	
Standard Length	600 hours	
Teacher Certification	Refer to the Program Structure section	
CTSO	SkillsUSA	
SOC Codes (all applicable) 	41-2022 – Parts Salespersons 
41-2031 – Retail Salespersons
43-1011 – First-Line Supervisors of Office and Administrative Support Workers
43-4051 – Customer Service Representatives
43-5081 – Stock Clerks and Order Fillers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level	Mathematics:	10
Language:	  9
Reading:	  9	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Transportation, Distribution and Logistics career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Transportation, Distribution and Logistics career cluster. 

The content includes but is not limited to broad, transferable skills and stresses understanding and demonstration of the following elements of the Automotive industry; planning, management, finance, technical and product skills, underlying principles of technology, labor issues, community issues and health, safety, and environmental issues.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of four courses that culminate in one occupational completion point.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44 (3) (b), F.S.

To teach the course(s) listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A	AER0075
AER0076
AER0077
AER0946	Introduction to Automotive Service Advisor
Introduction to Automotive Customer Service
Dealership Policies and Protocols
Dealership Service Advisor Internship	AUTO MECH @7 7G
CUST SERV 7G
MKTG 1 @2
MKTG MGMT @7 7G
RETAILING @7 7G	75 hours
75 hours
90 hours
210 hours	43-5081
43-4051
43-1011
41-2031	
B	AER0078	Service Advisor Parts Analyst		150 hours	41-2022	

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students. These practices are not exclusive to a Career Pathway, program of study, discipline or level of education. Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Describe the differences between aftermarket and original equipment manufacturers (OEM) in a global economy.
02.0	Identify, explain and list the tasks/duties assigned to the service consultant.
03.0	Explain the importance of professional image, employability skills and ethics.
04.0	Explain the team structure and task associated with each team position; identify the major responsibilities of the team leader. 
05.0	Describe and outline the procedures for closing out both manual and computerized work orders, and notifying the customer. 
06.0	Explain the various team approaches used in the automotive service industry to offer superior customer service 
07.0	Demonstrate how to properly identify and document customer concerns and requests in person or over the phone and confirm accuracy of all information.
08.0	Demonstrate how to properly open a repair order, using identifying characteristics of the vehicle, and confirm accuracy for both computerized and paper repair orders.
09.0	Identify, and recommend service and maintenance needs to the customer in a timely, professional and friendly manner.
10.0	Present a plan to manage customer appointments.
11.0	Describe methods of promoting the service profit center (provide examples).
12.0	Explain how a positive, team-based work environment is related to productivity and job satisfaction.
13.0	Explain why customer expectations, effectiveness and efficiency are critical to a business.
14.0	Explain and demonstrate safety and environmental regulation compliance related to the automotive service industry 
15.0	Describe and diagram automotive related organizational structures.
16.0	Explain the legal importance of accurate written communications using a repair order and describe how information is recorded and stored.
17.0	Describe the legal and financial importance of accurate repair order history.
18.0	Explain the legal and ethical consideration of proper repair order authorization. 
19.0	Identify and complete financial measures, forms and documents that are required as part of the service consultant’s duties.
20.0	Locate and use reference information such as: service bulletins, electronic service manuals, warranty procedures manuals, owner’s manuals, and electronic dealership proprietary systems. 
21.0	Define and use warranty policies and procedures/parameters.
22.0	Explain and demonstrate how to maximize the capability of the service facility by effective scheduling of workflow through collaborative groupware applications.
23.0	Demonstrate the proper procedure and condition for delivery of the vehicle back to the customer.
24.0	Demonstrate how to respond to difficult customer situations.
25.0	Demonstrate proficiency in identifying and recording automotive elements for routine pre/post maintenance and customer services.
26.0	Identify marketing and business fundamentals related to the automotive industry.

2019 - 2020
Florida Department of Education
Student Performance Standards

Program Title:	Automotive Service Advisor and Consultant 
Career Certificate Program Number:	T400910
 
Course Number:  AER0075
Occupational Completion Point: A (1 of 4)
Introduction to Automotive Service Advisor – 75 Hours – SOC Code 43-5081

Course Description: 
The Introduction to Automotive Service Advisor course prepares students for entry into the automotive service industry. Content emphasizes beginning skills and concepts as a recommended requisite. Students study aftermarket and original equipment manufacturers, duties of a service consultant, professional image, employability skills, ethics, team structures, closing manual and computerized work orders.

CTE Standards and Benchmarks	
01.0	Describe the differences between aftermarket and original equipment manufacturers (OEM) in a global economy.-The student will be able to:	
01.01	Describe the nature and types of business organizations.	
01.02	Explain the impact of the global economy on business organizations.	
01.03	Employ leadership skills to accomplish organizational goals and objectives.  	
01.04	Identify and define career opportunities in the automotive service industry.	
01.05	Identify and apply communication skills used in automotive careers.	
02.0	Identify, explain and list the tasks/duties assigned to the service consultant.-The student will be able to:	
02.01	List and describe quality control systems and/or practices common to the workplace.  	
02.02	Identify task/duties of a service consultant.	
02.03	Explain the significance of each task/duty assigned to the service consultant.	
03.0	Explain the importance of professional image, employability skills and ethics.-The student will be able to:	
03.01	Identify employment requirements for an automotive career.	
03.02	Complete a job application form correctly.	
03.03	Identify and adopt acceptable work habits.	
03.04	Conduct a job search.	
03.05	Demonstrate competence in job interview techniques.	
03.06	Identify or demonstrate appropriate responses to criticism from employer, supervisor or other employees.	
03.07	Demonstrate knowledge of how to make job changes appropriately.	
03.08	Establish and maintain effective working relationships with others in order to accomplish objectives and tasks.  	
03.09	Explain the effects of chemical/substance abuse.	
03.10	Demonstrate principles of stress management.	
03.11	Demonstrate acceptable industry dress code.	
03.12	Identify and demonstrate proper customer relation skills.	
04.0	Explain team structure and the major responsibilities of the team leader.-The student will be able to:	
04.01	Identify and describe team structures within a dealership service department.	
04.02	Identify responsibilities required of the team leader.	
05.0	Describe and outline the procedures for closing out both manual and computerized work orders, and notifying the customer.-The student will be able to:	
05.01	Write percents, add fractions, and decimals.	
05.02	Solve number word problems. 	
05.03	Find the percent of a number.	
05.04	Operate a calculator.	
05.05	Add, subtract, multiply and divide using fractions, decimals, and whole numbers.	
05.06	Determine the correct purchase price, to include sales tax for a materials list containing a minimum of six items.	
05.07	Write percents, add fractions and decimals.	

Course Number:  AER0076
Occupational Completion Point: A (2 of 4)
Introduction to Automotive Customer Service – 75 Hours – SOC Code 43-4051

Course Description: 
The Introduction to Automotive Customer Service course is designed to build on the skills and knowledge students learned in the Introduction to Automotive Service Advisor course for entry into the automotive service industry. Content emphasizes beginning skills and concepts as a recommended requisite. Students study team approaches to customer service, documentation of customer concerns, opening repair orders, service and maintenance recommendations, manage customer appointments, promotions, job satisfaction and productivity, customer expectations, safety, and environmental regulation.

CTE Standards and Benchmarks	
06.0	Explain the various team approaches used in the automotive service industry to offer superior customer service.-The student will be able to:	
06.01	Employ critical thinking skills independently and in teams to solve problems and make decisions.  	
06.02	Employ critical thinking and interpersonal skills to resolve conflicts.  	
06.03	Employ collaborative/groupware applications to facilitate group work.  	
06.04	Participate in meetings to accomplish work tasks.  	
07.0	Demonstrate how to properly identify and document customer concerns and requests in person or over the phone and confirm accuracy of all information.-The student will be able to:	
07.01	Present information formally and informally for specific purposes and audiences.	
07.02	Demonstrate appropriate telephone/communication skills.	
07.03	Read and follow written and oral instructions.	
08.0	Demonstrate how to properly open a repair order, using identifying characteristics of the vehicle, and confirm accuracy for both computerized and paper repair orders.-The student will be able to:	
08.01	Draft, revise, and edit written documents using correct grammar, punctuation and vocabulary.  	
08.02	Write logical and understandable statements, or phrases, to accurately fill out forms/invoices commonly used in business and industry.	
08.03	Conduct an appropriate pre-service evaluation and report or note any concerns not already on the repair order.	
08.04	Determine the presence of a Tire Pressure Monitoring System (TPMS).	
08.05	Determine the presence of wheel locks.	
08.06	Determine the presence of an air suspension system.	
08.07	Check operation and status of instrument panel warning lights and gauges.	
08.08	Locate and use the Vehicle Identification Number (VIN).	
08.09	Locate and use vehicle information placards, decals, tags, as required.	
09.0	Identify, and recommend service and maintenance needs to the customer in a timely, professional and friendly manner.-The student will be able to:	
09.01	Demonstrate appropriate telephone, electronic and in-person communication skills.	
10.0	Present a plan to manage customer appointments.-The student will be able to:	
10.01	Develop a plan to schedule customer appointments.	
10.02	Present a plan outlining the procedure for managing customer appointments.	
11.0	Describe methods of promoting the service profit center (provide examples).-The student will be able to:	
11.01	Identify and describe various methods of promoting service.	
11.02	Create a promotional flyer for the service profit center that would be mailed to potential customers.	
12.0	Explain how a positive, team-based work environment is related to productivity and job satisfaction.-The student will be able to:	
12.01	Identify positive attributes of teams in relation to productivity and job satisfaction.	
12.02	Describe and model positive attributes related to team production.	
13.0	Explain why customer expectations, effectiveness and efficiency are critical to a business.-The student will be able to:	
13.01	Identify and describe customer expectation related to business success.	
13.02	Identify how efficiency is related to business success.	
14.0	Explain and demonstrate safety and environmental regulation compliance related to the automotive service industry.-The student will be able to:	
14.01	Apply shop safety rules, EPA and OSHA standards.  	
14.02	Identify and use appropriate emergency first aid procedures.  	
14.03	Identify and describe typical automotive lubricants and lubricant properties	
14.04	Interpret the "Right-to-Know" Law as recorded in (29 CFR-1910.1200).  	
14.05	Describe and identify supplemental restraint systems (SRS).  	
14.06	Demonstrate acceptable employee health habits; including infection control of blood borne pathogens.	
14.07	Locate and use Safety Data Sheets (SDS).	
14.08	Describe personal and jobsite safety rules and regulations that maintain safe and healthy work environments.  	
14.09	Explain emergency procedures to follow in response to workplace accidents.	

Course Number:  AER0077
Occupational Completion Point: A (3 of 4)
Dealership Policies and Protocols - 90 Hours – SOC Code 43-1011

Course Description: 
The Dealership Policies and Protocols course is designed to build on the skills and knowledge students learned in the Introduction to Automotive Customer Service course for entry into the automotive service industry. Content emphasizes beginning skills and concepts as a recommended requisite. Students study organizational structures, and legal and ethical importance of order accuracy. 

CTE Standards and Benchmarks	
15.0	Describe and diagram automotive related organizational structures.-The student will be able to:	
15.01	Explain the effect of key organizational systems on performance and quality.	
15.02	Interpret and explain written organizational policies and procedures.  	
15.03	Demonstrate working knowledge and proficiency of policies and procedures based on assigned work place (Dealer).	
16.0	Explain the legal importance of accurate written communications using a repair order and describe how information is recorded and stored.-The student will be able to:	
16.01	Locate, comprehend and evaluate key elements of oral and written information.	
16.02	Answer and ask questions coherently and concisely.	
16.03	Read critically by recognizing assumptions and implications and by evaluating ideas.	
16.04	Identify and explain personal and long-term consequences of unethical or illegal behaviors in the workplace.  	
17.0	Describe the legal and financial importance of accurate repair order history.-The student will be able to:	
17.01	Research and describe legal precedence related to repair orders.	
17.02	Identify and describe the financial importance of accurate repair order history. 	
18.0	Explain the legal and ethical consideration of proper repair order authorization.-The student will be able to:	
18.01	Evaluate and justify decisions based on ethical reasoning.	
18.02	Evaluate alternative responses to workplace situations based on personal, professional, ethical, legal responsibilities and employer policies.  	

Course Number:  AER0945
Occupational Completion Point:  A (4 of 4)
Dealership Service Advisor Internship - 210 Hours – SOC Code 43-2031

Course Description: 
The Dealership Service Advisor Internship course is designed to build on the skills and knowledge students learned in the Dealership Policies and Protocols course for entry into the automotive service industry. Content emphasizes beginning skills and concepts as a recommended requisite. Students study financial measures, forms and documentation, reference information, warranty policies, effective scheduling, collaborative groupware applications, and customer relations.

CTE Standards and Benchmarks	
19.0	Identify and complete financial measures, forms and documents that are required as part of the service consultant’s duties.-The student will be able to:	
19.01	Describe the effect of money management on personal and career goals.  	
19.02	Develop a personal budget and financial goals.  	
19.03	Complete financial instruments for making deposits and withdrawals.  	
19.04	Maintain financial records.  	
19.05	Identify and define payroll deductions (taxes, insurance, and social security) employee benefits and pay systems.	
19.06	Demonstrate principles of time management.	
20.0	Locate and use reference information such as: service bulletins, electronic service manuals, warranty procedures manuals, owner’s manuals, and electronic dealership proprietary systems.-The student will be able to:	
20.01	Use computer and operate keyboard.  	
20.02	Identify automobiles according to engine location, cylinders, type of drive system, purpose, etc.  	
20.03	Utilize flat rate manuals, service manuals, service bulletins, parts manuals and electronic service information.	
20.04	Employ critical thinking skills independently and in teams to solve problems and make decisions.  	
20.05	Conduct technical research to gather information necessary for decision-making.  	
20.06	Identify information needed for the service requested on a repair order.	
20.07	Locate and use paper and electronic manuals.	
20.08	Locate and use technical service bulletins (TSBs).	
20.09	Use personal information management (PIM) applications to increase workplace efficiency.  	
20.10	Employ technological tools to expedite workflow including word processing, databases, reports, spreadsheets, multimedia presentations, electronic calendar, contacts, email, and internet applications.  	
20.11	Employ computer operations applications to access, create, manage, integrate, and store information.  	
20.12	Demonstrate proficiency in the use of dealership proprietary systems (based on site utilization).	
21.0	Define and use warranty policies and procedures/parameters.-The student will be able to:	
21.01	Explain the difference between first time warranty, repeat repair, fleet, and customer pay at a service facility.	
21.02	Identify policies and procedures associated with new vehicle sold in the United States. 	
21.03	Identify policies and procedures related to an individual OEM.	
21.04	Identify and describe the procedure for submitting a work order under warranty conditions.	
21.05	Determine the proper procedure associated with warranty parts and claims.	
22.0	Explain and demonstrate how to maximize the capability of the service facility by effective scheduling of workflow through collaborative groupware applications.-The student will be able to:	
22.01	Identify and document workplace performance goals and monitor progress toward those goals.  	
23.0	Demonstrate the proper procedure and condition for delivery of the vehicle back to the customer.-The student will be able to:	
23.01	Identify purpose and demonstrate proper use of fender covers, floor mats and other vehicle protection equipment.	
23.02	Ensure vehicle is prepared to return to customer per company policy (floor mats, steering wheel cover, etc.).	
24.0	Demonstrate how to respond to difficult customer situations.-The student will be able to:	
24.01	Identify scenarios when dealing with difficult customer situations.	
24.02	Identify and describe appropriate actions related to customer satisfaction. 	

2019 - 2020
Florida Department of Education
Student Performance Standards

Course Number:  AER0078
Occupational Completion Point: B
Service Advisor Parts Analyst – 150 Hours – SOC Code 41-2022

Course Description: 
The Service Advisor Parts Analyst course is designed to assist students in acquiring a basic understanding of the key elements essential to the development and utilization of appropriate terminology and industry-specific knowledge of internal and external automotive components.

CTE Standards and Benchmarks	
25.0	Demonstrate proficiency in identifying and recording automotive elements for routine pre/post maintenance and customer services.-The student will be able to	
25.01	Identify automobiles according to engine location, cylinders, type of drive system, purpose, etc.	
25.02	Review vehicle service history.	
25.03	Identify information needed and the service requested on a repair order.	
25.04	Identify purpose and demonstrate proper use of fender covers, floor mats and other vehicle protection equipment.	
25.05	Use computer and operate keyboard to perform tasks typically required at a dealership.	
25.06	Ensure vehicle is prepared to be returned to customer per company policy (floor mats, steering wheel cover, etc.).	
25.07	Conduct an appropriate pre-service evaluation and report or note any concerns not already on the repair order.	
25.08	Document observed damage, unusual conditions, and concerns.	
25.09	Demonstrate retrieving stored diagnostic trouble codes.	
25.10	Reset product specific service indicator.	
25.11	Identify acceptable customer relations.	
25.12	Identify and demonstrate proper customer relations skills.	
25.13	Identify steps to research part numbers using manual and computerized cataloging, interchanges, and price sheets.	
26.0	Identify marketing and business fundamentals related to the automotive industry.-The student will be able to:	
26.01	Explain elements in automotive marketing (price, product, promotion, place, and people).	
26.02	Explain concept of service vs. product marketing strategies.  	
26.03	Identify niche markets (customer segmentation).	
26.04	Identify specialty markets (product segmentation).  	
26.05	Discuss the role of federal, state and local regulatory agencies as it relates to the automotive industry.  	
26.06	Identify methods of gathering customer feedback. 	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student. Access MyCareerShines by visiting: www.mycareershines.org.

Career and Technical Student Organization (CTSO)

SkillsUSA is the intercurricular career and technical student organization(s) providing leadership training and reinforcing specific career and technical skills. Career and Technical Student Organizations provide activities for students as an integral part of the instruction offered. 

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Basic Skills

In a Career Certificate Program offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are: Mathematics 10.0, Language 9.0, and Reading 9.0. These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040). Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement. Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.) Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.
Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml