11

TVL-IA
Automotive Servicing
Quarter 1 – Module 1:
Store Manual
TVL-IA-AUTOMOTIVE – Grade 11
Alternative Delivery Mode
Quarter 1 – Module 1: Store Manual
First Edition, 2020

Republic Act 8293, section 176 states that: No copyright shall subsist in any
work of the Government of the Philippines. However, prior approval of the
government agency or office wherein the work is created shall be necessary for
exploitation of such work for profit. Such agency or office may, among other things,
impose as a condition the payment of royalties.

Borrowed materials (i.e., songs, stories, poems, pictures, photos, brand

names, trademarks, etc.) included in this module are owned by their respective
copyright holders. Every effort has been exerted to locate and seek permission to
use these materials from their respective copyright owners. The publisher and
authors do not represent nor claim ownership over them.

Published by the Department of Education

Secretary: Leonor Magtolis Briones
Undersecretary: Diosdado M. San Antonio

Development Team of the Module

Writers: Fipe I. Bajandi and Remedios C. Retada
Editors: Clifford O. Ignaciio, John Paul Jeremiah Teves
Reviewers: Clifford O. Ignaciio, John Paul Jeremiah Teves
Typesetter: Remedios C. Retada
Layout Artist: Remedios C. Retada
Management Team: Senen Priscillo P. Paulin, CESO V Rosela R. Abiera
Fay C. Luarez, TM, Ed.D., Ph.D. Maricel S. Rasid
Adolf P. Aguilar, Ed.D., TM Elmar L. Cabrera
Nilita R. Ragay, Ed.D.
Antonio B. Baguio Jr., Ed.D.

Printed in the Philippines by ________________________

Department of Education –Region VII Schools Division of Negros Oriental

Office Address: Kagawasan, Ave., Daro, Dumaguete City, Negros Oriental

Tele #: (035) 225 2376 / 541 1117
E-mail Address: negros.oriental@deped.gov.ph
 11

TVL-IA
Automotive Servicing
Quarter 1 – Module 1:
Store Manual
Introductory Message
For the facilitator:

Welcome to the Automotive Servicing NC I- Grade 11 Alternative Delivery

Mode (ADM) Module on Store Manual!

This module was collaboratively designed, developed and reviewed by

educators both from public and private institutions to assist you, the
teacher or facilitator in helping the learners meet the standards set by the K
to 12 Curriculum while overcoming their personal, social, and economic
constraints in schooling.

This learning resource hopes to engage the learners into guided and
independent learning activities at their own pace and time. Furthermore,
this also aims to help learners acquire the needed 21st century skills while
taking into consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies
that will help you in guiding the learners.

As a facilitator, you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing
them to manage their own learning. Furthermore, you are expected to
encourage and assist the learners as they do the tasks included in the
module.

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For the learner:

Welcome to the Automotive Servicing NC I - Grade 11 Alternative Delivery

Mode (ADM) Module on Store Manual!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and
time. You will be enabled to process the contents of the learning resource
while being an active learner.

This module has the following parts and corresponding icons:

This will give you an idea of the skills or

What I Need to Know competencies you are expected to learn in
the module.

This part includes an activity that aims to

check what you already know about the
What I Know
lesson to take. If you get all the answers
correct (100%), you may decide to skip this
module.
This is a brief drill or review to help you link
What’s In the current lesson with the previous one.

In this portion, the new lesson will be

What’s New introduced to you in various ways; a story, a
song, a poem, a problem opener, an activity
or a situation.
This section provides a brief discussion of
What is It the lesson. This aims to help you discover
and understand new concepts and skills.

This comprises activities for independent

practice to solidify your understanding and
What’s More
skills of the topic. You may check the
answers to the exercises using the Answer
Key at the end of the module.
This includes questions or blank
What I Have Learned sentence/paragraph to be filled in to process
what you learned from the lesson.
This section provides an activity which will
What I Can Do help you transfer your new knowledge or
skill into real life situations or concerns.
This is a task which aims to evaluate your
Assessment level of mastery in achieving the learning

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 competency.
In this portion, another activity will be given
Additional Activities to you to enrich your knowledge or skill of
the lesson learned.

Answer Key This contains answers to all activities in the

module.

At the end of this module you will also find:

References This is a list of all sources used in

developing this module.

The following are some reminders in using this module:

1. Use the module with care. Do not put unnecessary mark/s on any
part of the module. Use a separate sheet of paper in answering the
exercises.
2. Don’t forget to answer What I Know before moving on to the other
activities included in the module.
3. Read the instruction carefully before doing each task.
4. Observe honesty and integrity in doing the tasks and checking your
answers.
5. Finish the task at hand before proceeding to the next.
6. Return this module to your teacher/facilitator once you are through
with it.
If you encounter any difficulty in answering the tasks in this module, do
not hesitate to consult your teacher or facilitator. Always bear in mind
that you are not alone.

We hope that through this material, you will experience meaningful

learning and gain deep understanding of the relevant competencies. You
can do it!

iv
 What I Need to Know

This module was designed and written with you in mind. It is here to help
you master the nature of Automotive Servicing. The scope of this module
permits it to be used in many different learning situations. The language
used recognizes the diverse vocabulary level of students. The lessons are
arranged to follow the standard sequence of the course. But the order in
which you read them can be changed to correspond with the textbook you
are now using.

The module is divided into three lessons, namely:

 Lesson 1 – Information Stored in a Store Manual
 Lesson 2 – Properly Storing Manuals

After going through this module, you are expected to:

1. Identify the information stored in a store manual
2. Illustrate the importance of a store manual
3. Appreciate the importance of a store manual in a workplace

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 What I Know

Choose the letter of the correct answer. Write the letter in your activity
notebook.

1. This includes paperwork, licenses, business registration, limitation on

signage, and council permits for franchise branches.
a. Accounting
b. Stock
c. Legal requirements
d. Employee health and safety

2. This is a set of guidelines that the establishment and their employees

can use to maintain standards.
a. Employee health and safety
b. Store manual
c. Legal requirements
d. Accounting

3. This routine might include disposing of leftover perishables, cleaning

the store, cleaning the cash register, etc.
a. Day-to-Day Operations Procedures
b. Security Procedures and Measures
c. Emergency Procedures
d. Telephone Communication

4. This includes how to handle customer service, job time, cooking, and
general day-to-day operations of the store.
a. Interaction with the Customer
b. Operation System
c. Inspections
d. Telephone Communication

5. This section of the store manual should explain how to handle

recruitment, interviewing, training, salaries, and evaluations, etc.
a. Day-to-Day Operations Procedures
b. Security Procedures and Measures
c. Emergency Procedures
d. Personnel

2
Lesson
Information Stored in a
1 Store Manual

According to the National Institute for Franchise, a store manual is a

set of guidelines which a student, teacher or even a professional technician
can utilize to maintain standards in their work fields. In addition, a store
manual is also a set of guidelines that establishment and their employees
can use to maintain standards. As you might know, franchise branches
need to maintain a set quality of service and products because customers
expect consistency.
This is not only to maintain standards but also used to cater
questions or queries from customers for it stores varied information. This
information may include; maintaining proper hygiene, safety procedure and
protocols, and emergency procedures.
Maintaining proper hygiene in the workplace is a necessity even in the
smallest institutions. A well maintained area creates a sense of peacefulness
and comfort to the employees, thus, making them content and productive in
their jobs.
Furthermore, adequate knowledge on the appropriate safety
procedures equips the employees with alertness when accidents happen in
the workplace. These accidents may not be avoided especially when using
heavy equipment. This may also occur during natural calamities like
typhoon, earthquake and floods.
These are only few of the importance of a store manual. This should
not only be opened when accidents happen but should be read every day to
ensure safety.

3
 What’s In

Instructions: Before you start this module, kindly answer the following
questions.

What information can we Why do we have to read

find in a store manual? manuals?

What’s New

Instructions: Study the quotes carefully. Choose 1 and explain it through

the following questions.

H. E. Hinton
4
 1. What is the quote about?
2. Do you agree with it? Why?
3. What do we have to read to be prepared in the workplace?

What is It

Lesson

1 Information Stored in a Store Manual

The National Institute for Franchise identifies the following information as

the basic content of a store manual:

Legal Requirements

This includes paperwork, licenses, business registration, limitation on

signage, and council permits for franchise branches.

Day-to-Day Operations Procedure

You need to specify what time the business would open and close, and the
opening and closing routines. This routine might include disposing of
leftover perishables, cleaning the store, cleaning the cash register, etc.

Accounting

This usually includes financial record-keeping techniques and procedures.

You’ll need to explain how your accounting software works and how to
handle things like budgeting, payroll, profit and loss, sales accounts,
reimbursements, cash flow, etc.

Stock

In this section you’ll have to explain everything related to stock and

inventory, which includes minimum and maximum order, ordering process,
suppliers, process and software to calculate stock, etc.

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Cleaning and Hygiene

Your franchise branches need to maintain a high level of cleanliness and

hygiene, especially food franchises. You’ll need to plan a standardized
cleaning and maintenance system that you can include in the manual for all
franchisees to follow.

Employee Health and Safety

Like cleaning and hygiene, you should also lay down guidelines for employee
health and safety and this includes everything from safety procedures to
gear.

Security Procedures and Measures

You need to protect your physical and intellectual property so the

franchisees follow proper security procedures like locking doors and
windows and installing efficient alarm systems.

Emergency Procedures

The section would include procedures to follow in case of emergencies like

fire, medical problems, etc.

Personnel

This section of the store manual should explain how to handle recruitment,
interviewing, training, salaries, and evaluations, etc.

Telephone Communication

Your franchisees and employees should be pleasant and helpful when they
interact with people on the phone. This section would include specific
greetings, how to solve problems, and how to ask the right questions.

Dress and Appearance

Here you describe the uniforms, name tags, and general appearance of
franchisors and their employees during business hours.

6
Operation System

This includes how to handle customer service, job time, cooking, and
general day-to-day operations of the store.

Communication with the Franchisor

Here you explain how your franchisees can contact you for complaints,
questions, reporting, and other communication.

Interaction with the Customer

Provide guidelines on how to handle customers in the store and how to

interact with them face to face.

Inspections

Your franchisees should know how to prepare for company and government
inspections and what they need to do to pass them.

Branding

Franchisees are required to provide a consistent brand experience, so you

need to provide guidelines that include store decor and environment,
marketing and advertising, promotions, as well as logos and brand colors on
invoices and communications.

Lesson

2 Properly Storing Manual

Manuals should be stored in an accessible area. It should be regularly

cleaned and updated. This is not only a compliant for store requirements
but also to guide employers and employees in all the transactions in the
establishment. Accessing it easily should be a necessity.

There are two main ways to organize owner's manuals if you keep the paper
version, and another way to organize them digitally, and you can choose the
method that works best for you.

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How to File Manuals
The first to organize paper manuals is to add them to your office filing
system. To do this you merely create a file for them in your file drawer or
box called "user manuals" or "owner's manuals" or something similar.

What often happens with these manuals though, is that there are a lot of
them that accumulate with time, and if you throw them all into a general file
it can be hard to find one when you need it. However, periodically
decluttering the ones you no longer need is helpful in minimizing this
problem.
Here are some of the categories you can use to label each folder:

1. Legal Requirements

2. Accounting

3. Stocks

4. Personnel

5. Directory

6. Inspections

Another way of storing manuals is to do it digitally. You have a few options

for storing your PDF or word type manuals. You could download them to
your computer and keep them stored locally in a folder. Or you could pop
them on Dropbox, Google Drive or another cloud storage service so you
could access them from any of your devices.

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 What’s More

Instructions: Complete the following diagram by providing the importance of

reading and practicing the contents of a store manual.

Importance of Store Manual

Detail Detail Detail Detail

1: 2: 3: 4:

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 What I Have Learned

1. A store manual is a set of guidelines which a student, teacher or even

a professional technician can utilize to maintain standards in their
work fields.

2. The information stored in a store manual may include; maintaining

proper hygiene, safety procedure and protocols, and emergency
procedures.

3. Adequate knowledge on the appropriate safety procedures equips the

employees with alertness when accidents happen in the workplace.

4. Manuals should be stored in an accessible area.

5. The first to organize paper manuals is to add them to your office filing
system.

6. Another way of storing manuals is to do it digitally

7. A lot of information nab be stored in a manual.

8. The content of a store manual should always be updated.

9. Employers and employees should find time to remember by heart the

contents of a store manual.

10
 What I Can Do

Instructions: Explain your answer the following questions. Your answer should be
limited to two sentences only.

What is a store
manual?

What are the

information stored
in a store manual?
Explain your answer
briefly.

Why do we need to
be familiar with the
contents of a store
manual?

Assessment

Instructions: Choose the letter of the correct answer. Write the letter of the
correct answer in your activity notebook.

1. This section would include specific greetings, how to solve problems,

and how to ask the right questions with people on the phone?

a. Interaction with the Customer

b. Operation System
c. Inspections
d. Telephone Communication

11
 2. This includes the appropriate high level of cleanliness and hygiene
maintenance, especially for food franchises.

a. Cleaning and Hygiene

b. Operation System
c. Inspections
d. Telephone Communication

3. The section would include procedures to follow in case of emergencies

like fire, medical problems, etc.

a. Cleaning and Hygiene

b. Operation System
c. Emergency Procedures
d. Telephone Communication
4. Which of the following are the appropriate ways in storing manuals?
a. Binding the documents and throw the updated manuals
b. Keep the paper version and to organize them digitally
c. Both a and b
d. None of the above

5. This section includes the description of uniforms, name tags, and

general appearance of employers and their employees during business
hours.

a. Dress and Appearance

b. Operation System
c. Inspections
d. Telephone Communication

Additional Activities

Instructions: You have to think of a name for your automotive shop in the
future. Then, create a brochure with the following information to have well-
organized and well knowledgeable employees.
The brochure should the following information:
1. Name of the automotive shop
2. Services offered
3. Cleaning and Hygiene
4. Telephone Communication
5. Emergency Procedures

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 Category Description Points

Attractiveness & Organization The brochure has exceptionally 10

attractive formatting and well-
organized information.
Content and Accuracy Use of facts and the quantity of 15
information is exceptional.

Writing Organization Brochure has exceptional 10

organization

Graphics, pictures and design Graphics go well with the text 10

and there is a good mix of text
and graphics.
Sources Careful and accurate records 5
are kept to document the
source of all of the facts and
graphics in the brochure.
Total 50

Answer Key

5. d 5. a
4. b 4. b
3. a 3. c
2. b 2. a
1. c 1. d
What I Know Assessment

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References
Graphic Background
Retrieved from: https://www.kissclipart.com/graphic-organizer-examples-
clipart-graphic-organiz-vdr9vn/

K to 12 basic education curriculum junior high school technology and

livelihood education and senior high school technical-vocationa-livelihood
track industrial arts-automotive servicing NC 1
Retrieved from: https://www.deped.gov.ph/wp-
content/uploads/2019/01/Automotive-Servicing-NC-I-CG.pdf

The Curators of the University of Missouri. (2006). Introduction to automotive

technology. Columbia, MO: Instructional Materials Laboratory.
Retrieved from file:
https://www.houstonisd.org/cms/lib2/TX01001591/Centricity/Domain/1
0375/Student%20Reference.pdf

The Franchise Institute. (2004). 16 keys you should have in a store manual.
New South Wales, Australia. Retrieved from
https://thefranchiseinstitute.com.au/contact.html
Elliot, M. (2016). It's time to toss your paper owner's manuals. Retrieved
from https://www.cnet.com/how-to/its-time-to-toss-your-paper-owners-
manuals/#:~:text=Storing%20your%20digital%20manuals%20for%20easy%
20access&text=You%20could%20download%20them%20to,from%20any%20
of%20your%20devices.
How to organize warranties and manuals. Home Storage Solutions.
Retrieved from https://www.home-storage-solutions-101.com/organize-
warranties-and-manuals.html
Images retrieved from :

1. https://images-na.ssl-images-amazon.com/images/I/71J-
dmUYj7L._AC_SY741_.jpg
2. https://quotefancy.com/media/wallpaper/3840x2160/149313-Vince-
Lombardi-Quote-Preparedness-is-the-ultimate-confidence.jpg
3. https://quotespictures.com/wp-content/uploads/2015/04/famous-
work-quote-by-se-hinton-anything-you-read-can-influence-your-work-
so-i-try-to-read-good-stuff.jpg
For inquiries or feedback, please write or call:

Department of Education – Schools Division of Negros Oriental

Kagawasan, Avenue, Daro, Dumaguete City, Negros Oriental

Tel #: (035) 225 2376 / 541 1117

Email Address: negros.oriental@deped.gov.ph
Website: lrmds.depednodis.net