C-Service Advisor 5.

0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F

3 © Mercedes-Benz South Africa – Dealer Training Department
Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
Personal Details of Learner

Full Names:

Surname:

ID Number:

Employee Number:

Job Title:

Dealership:

Work Address:

Telephone Number:

Fax Number:

Cell phone Number:

E-mail address:

C-Service Advisor 5.0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F

4 © Mercedes-Benz South Africa – Dealer Training Department
Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
Assessment A – Unit Standard 259898

Establish 1. As Service Advisor what are the principles of excellent customer

Rapport service as relates to your role in the Service department?
Provide 3 practical examples.
(15)

2. How should customer needs be identified and clarified when bringing

their vehicle in for service? Give examples from the phone booking.
(10)

3. How could the customer’s experience be improved within your service

department? Give three examples
(15)

Total (40)

C-Service Advisor 5.0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F

5 © Mercedes-Benz South Africa – Dealer Training Department
Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
Assessment B – Unit Standard 259898

Match and 1. Explain how customer needs are analysed to determine exactly what
Advise a services/products should be offered to the customer. Consider questions
customer that are asked during the active reception process.
Give three examples
(15)

2. When upselling products or services to the customer – what do you

explain or present to the customer. Give one detailed example and
demonstrate what needs to be done e.g. Tyres or dent and scratch repairs
(10)

3. How are associated costs explained and justified for the repair work that
needs to be carried out. Give two examples
(10)
4. Should the customer not take the add-on sales how are consequences
explained? Give one example. Explaining the process, argument and
documentation used..
(10)

Total (45)

C-Service Advisor 5.0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F

Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
3
© Mercedes-Benz South Africa – Dealer Training Department
Assessment C – Unit Standard 259898

Generate 1. When calling the customer during the day to explain what the diagnosis is
Choices and and what work needs to be carried out, how options are explained and
Options for the value build into these options. Give two examples.
customer (15)

2. In the event of a customer objecting or wanting further information what is

the process and how would this information be provided. Give two
examples.
(15)

3. Using the previous example. Indicate what Feature, advantages and

benefits can be included in the sales presentation.

(10)

Total (40)
Continued on next page

C-Service Advisor 5.0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F

Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
4
© Mercedes-Benz South Africa – Dealer Training Department
C-Service Advisor 5.0 Mod 2V0186F / Mod 3 V0187F / Mod 4 V0188F
Portfolio of Evidence : U/Standard - 259898 Version 1 : January 2023
5
© Mercedes-Benz South Africa – Dealer Training Department