Motor Vehicle Sales Consultant Occupational Standards Study Guide

Table of Contents

Section 1

Professionalism

• Respecting differences
• Demonstrating professionalism
• Refraining from criticism
• Providing customer satisfaction
• Listening
• Dealing with your emotions
• Dealing with other people's emotions
• Consulting in sales

Section 2

Legal Requirements of the Profession

• Relevant legislation
• Contract law
• Accountability
• Industry documentation
• Advertising parameters
• Educating customers
• Dealership liability
• Defining customers' needs

Section 3

Dealership Operations

• Value of customer satisfaction
• Teamwork
• Dealership responsibilities
• Employer/employee loyalty
• Seeking help
• Cost of doing business
• Dealership compensation packages

Section 4

Consumer Perceptions

• Customer expectations
• Dealing with an licensed dealer
• Empathy
• Diplomacy
• Managing conflict
• Motor Vehicle Sales Authority (VSA)