WRITTEN ASSESSMENTS

For

IMI Level 3 Diploma in Vehicle Parts Principles and

Competence Qualifications

ID NO: 600/0174/4 and 600/0266/9

(Including Sample Solutions and Marking Schemes for Assessors only)

Please read Assessor and Verifier Guidance for IMI SSC technical VRQ’s prior to delivering these
Written Assessments.

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 L3 Diploma in Vehicle Parts Principles

QUALIFICATION NO. UNIT REF

TITLE OF PHASE TEST

LEARNER NAME NUMBER

DATE TEST TAKEN

ASSESSOR NAME

SIGNATURE PIN NO.

RESULT % PASS REFERRED

Assessor feedback to learner

LEARNER SIGNATURE
I have read and agreed with the Assessor feedback

LEARNER COMMENT (Optional)

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT
HEALTH, SAFETY AND GOOD HOUSEKEEPING IN THE
REF:G0102K
AUTOMOTIVE ENVIRONMENT
1. An automotive technician wears overalls as part of their personal protective equipment (PPE). Name an
item of additional PPE required and state the task it would be used on, to protect each of the following:
a. the eyes
b. the feet
c. the hands
d. the body
(10 marks)

2. What item of PPE is it essential to wear in order to alert others when unloading a delivery vehicle?
(2 marks)

3. Name three items of equipment used to protect customers’ products when carrying out repairs, recovery or
maintenance. (6 marks)

4. Many accidents in the automotive environment are caused by slips, trips and falls. List three different
causes of these. (6 marks)

5. Name two utilities and three consumables used within the automotive environment that should not be
wasted unnecessarily. (10 marks)

6. List the equipment and cleaning agent(s) which would be used when dealing with minor oil leaks / spillages in
an automotive environment. (6 marks)

7. State one duty imposed on the employee by the Health & Safety at Work Act 1974. (2 marks)

8. State one duty imposed on the employer by the Health & Safety at Work Act 1974. (2 marks)

9. List two reasons for recycling waste materials where possible. (4 marks)

10. Describe the main potential hazard when using the equipment shown below. (4 marks)

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11. State a potential hazard when working in the area shown below. (4 marks)

12. State where and why barrier cream would be used in an

automotive environment. (4 marks)

13. State the name of the regulations that relate to the piece of equipment shown below, with regard to Health and
Safety. (4 marks)

14. List four things that an employer should provide in order to

comply with modern safety legislation. (12 marks)

15. State two types of fire that it would be extremely dangerous to use the extinguisher A (Foam) on.
(4 marks)

A B

16. State two types of fire that extinguisher B (Carbon Dioxide) should be used on. (4 marks)
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17. State the TYPE of safety sign shown below. (4 marks)

18. State the TYPE of sign shown and what it means. (4 marks)

19. State the TYPE of sign shown and what it means. (4 marks)

20. State the meaning of the following product warning signs. (4 marks)

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WRITTEN ASSESSMENT
UNIT REF:G3K SUPPORT FOR JOB ROLES IN THE AUTOMOTIVE WORK
ENVIRONMENT

This assessment is designed to show an understanding of how to keep good working relationships with all colleagues in
the automotive work environment, by using effective communication and support skills.

Each question is allocated 25 marks. Because of the nature of the unit, acceptable answers may vary considerably. It
is expected that the assessor will allocate marks within each question accordingly which will take into account
candidate specialism.

Summative Assessment:

1. Explain using diagrams where appropriate, the key organisational structures, functions, roles and limits of
responsibility, of the personnel in a typical medium to large company within the automotive work environment.
Describe how the areas listed below would relate to each other within a large automotive dealership:
(25 marks) mapping G3 (1.1-1.3)

a. body shop
b. vehicle repair workshop
c. paint shop
d. valeting
e. vehicle parts department
f. main office
g. vehicle sales
h. reception

2. A customers’ new vehicle has been returned to the repair workshop for a repair on the engine (or body), which
involves parts replacement under manufacturer’s warranty. The repair is one which has not been undertaken before at
the workshop. (25 marks) G3 (2.1, 2.2, 2.4, 2.5, 2.6)

In order to carry out the complete task, explain:-

a. the type of information that would need to be obtained

b. where it may be found
c. the importance of interpreting the information correctly
d. the procedure for locating the correct parts

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3. Describe by using typical examples, where the following types of communication would be used in an
automotive environment. (25 marks) mapping G3 (3.1)

a. verbal
b. signs and notices
d. telephone
e. electronic messages
g. notice boards
i. letters

4. Explain how to develop good working relationships with colleagues and customers in the automotive workplace.
(25 marks) G3 (5.1-5.4)

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Assessment Guidance:

The assessment should:

 be completed by each candidate on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labelled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit G3K:

1.1 Identify the purpose of different sections of a typical automotive work environment.
1.2. Explain organisational structures and lines of communication within the automotive work
environment.
1.3 Explain levels of responsibility within specific job roles in automotive workplace. To include: trainee, skilled
employee, supervisor, manager.
2.1 Explain the importance of different sources of information in an automotive work environment.
2.2 Explain how to find, interpret and use relevant sources of information.
2.3 Explain the importance of working to recognised procedures and processes.
2.4 Explain when replacement units and components must meet the manufacturers’ original equipment specification.
2.5 Explain the purpose of how to use identification codes.
3.1 Explain where different methods of communication would be used within the automotive environment.
5.1 Describe how to develop positive working relationships with colleagues and customers.
5.2 Explain the importance of developing positive working relationships.
5.3 Explain the importance of accepting other peoples’ views and opinions.
5.4 Explain the importance of making and honouring realistic commitments to colleagues and customers.

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WRITTEN ASSESSMENT
REF: VP01 UNIT TITLE: GIVING A POSITIVE IMPRESSION TO VEHICLE
PARTS CUSTOMERS

Pass Mark 60%

Module Overview
This module is about communicating with customers and giving a positive impression of yourself and the company
whenever you deal with a customer. You will have to have knowledge of how to communicate in a clear, polite and
confident manner, be aware of legislation such as the sale of goods act and the trade’s descriptions act and how it
affects the way you deal with customers. You will have to explain your knowledge of your company and services and
be able to communicate these to customers effectively and clearly. (Total 100 marks)

1. Explain these specific aspects of: (VP01K 1.1) (20 marks)

a. Health and safety
b. Data protection
c. Equal opportunities
d. Disability discrimination
e. Legislation and regulations that affect the way the products or services you deal with can be delivered
to your customers.

2. Explain what industry, organisational and professional codes of practice and ethical standards, affect the way the
products or services you deal with, can be delivered to your customers. (VP01K 1.2) (8 marks)

3. What are your customer’s rights and how these rights limit what you are able to do for your customer?
(VP01K 1.3) (6 marks)

4. What contractual agreements may you have with customers, in respect to your organisation?
(VP01K 2.1) (6 marks)

5. Explain the products or services of your organisation relevant to your customer service role.
(VP01K 2.2) (6 marks)

6. What guidelines do you have that are laid down by your organisation that limit what you can do within your job?
(VP01K 2.3) (6 marks)

7. Explain the limits of your authority and when you need to seek agreement with or permission from others. (VP01K
2.3) (6 marks)

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8. Explain why you may have to refer to guidance when you cannot resolve or adequately meet the customer needs by
yourself and who to refer to for guidance. (VP01K 2.4) (6 marks)

9. Describe any organisational targets relevant to your job, your role in meeting them and the implications for your
organisation, if those targets are not met? (VP01K 2.5) (6 marks)

10. Why is it important to meet your organisation's standard for appearance and behaviour?
(VP01K 3.1) (6 marks)

11. Explain your organisation's guidelines for recognising customer needs and expectations and responding to them
positively. (VP01K 3.2) (6 marks)

12. Explain why it is important to communicate in a clear, polite, and confident way. (VP01K 3.3) (6 marks)

13. Describe the rules and procedures you have to follow regarding the methods of communication you use when
communicating with customers? (VP01K 3.4) (6 marks)

14. How would you recognise when a customer is angry and or confused? (VP01K 3.5) (6 marks)

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ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labelled
diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP01K:

1.1 Identify the relevant legal and regulatory requirements that affect the way products and services can be delivered to
customers, including:
a. health and safety
b. data protection
c. equal opportunities
d. disability discrimination
1.2 Describe the relevant industry, organisational and professional codes of practice and ethical standards that affect
the way the products or services can be delivered to customers
1.3 Describe what the customers’ rights are and how these rights affect customer service.

2.1 Describe any contractual agreements that customers may have with the organisation.
2.2 Identify the products or services of the organisation relevant to own customer service role.
2.3 Explain the limits of own authority and when it is important to seek agreement with or permission from other
people in the organisation when dealing customers
2.4 Identify who to refer to for guidance when customer needs cannot be adequately met
2.5 Describe any organisational targets relevant to own job, own role in meeting them and the implications for the
organisation if those targets are not met.

3.1 Describe the organisation's standards for appearance and behaviour.

3.2 Describe the organisation’s guidelines for recognising customers' needs and expectations, and responding
positively to them.
3.3 Explain why it is important to communicate with customers in a clear, polite, confident way
3.4 Describe the rules and procedures regarding how to communicate with customers.
3.5 Explain how to recognise when a customer is angry and/or confused

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WRITTEN ASSESSMENT
UNIT REF: VP02 UNIT TITLE: IDENTIFYING AND REPORTING SECURITY
RISKS WITHIN A VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module overview
This unit is about keeping the parts operation secure by being alert to Security risks and following procedures for
dealing with and reporting security risk to the relevant person. You will have to look at areas of weakness and think
how you could reduce that weakness effectively and without great cost. Security of the parts department takes place
daily, in who is allowed in the Department, your procedures to the movement of stock in and out of the department, the
security and storage of expensive parts such as alarms, CD players and satellite navigation systems, accessories and
cash. You will have to describe your procedure for securing parts and the parts department at the end of the day's
trading and what you should do if you suspect theft, whether it is a member of staff or a customer/visitor. How to deal
with people who are not allowed in the department and how they can pose a threat to you, your colleagues or other
members of staff. (Total 100 Marks)

1. What is your company procedure for security in your workplace in general? (4 Marks) (VP02 K 2.1)

2. Why is the awareness of security in the parts department of such importance? (3 Marks) (VP02K 1.1)

3. Describe how you check your premises for security on a daily basis. (4 Marks) (VP02S 1.1)

4. Describe the types of security risks that may arise in your parts department. (4 Marks) (VP02 K3.1)

5. When would it be appropriate to involve the police in a security breach? (3 Marks) (VP02K 2.4)

6. Give a brief outline of the security measures that your company employs without putting the security of your
company or premises at risk. (3 Marks) (VP02K 2.1)

7. What is your procedure for securing the premises in your day-to-day work? (4 Marks) (VP02S 1.1)

8. Describe examples of high risk items of stock. (3 Marks) (VP02S 2.1)

9. Described how and when stock could be stolen from your parts department. (3 Marks) (VP02K 3.2)

10. Describe what you can do to minimise theft from your parts department, and how should this be reported. (3
Marks) (VP02S 4.1)

11. Give a brief outline of the security measures that your company employs including electronic protection and
CCTV if applicable without putting the security of your company or premises at risk. (4 Marks) (VP02K 2.1 -
2.2, 2.5)

12. If you had to leave the parts department for a period of time, what would be the best way to ensure that security
was maintained? (3 Marks) (VP02S 2.1)

13. How and when could cash be stolen within your parts department? (4 Marks) (VP02K 3.3)
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14. How can you minimise the possibility of cash being stolen, and keeping it secure. (3 Marks)
VP02S 3.2

15. Describe how you could keep your payment point secure at all times. (3 Marks) (VP02K 2.2)

16. How do you keep personal effects secure? (3 Marks) (VP02S 1.1)

17. If you suspected someone of acting suspiciously in your parts department, how could you approach them without
being aggressive or accusing? (4 Marks) (VP02S 2.2)

18. What can you do to minimise the risk of unauthorised persons being on the premises. (3 Marks) (VP02S 1.1)

19. What is your company procedure, if you found an unauthorised person in the parts department?
(3 Marks) (VP02S 2.2)

20. If you suspected, another member of staff of the theft of parts, who would you report your suspicions to? (4
Marks) (VP02K 4.1 VP01S 3.1)

21. What would you do if you saw, a member of the public stealing from your parts department? (3 Marks) (VP01S
2.3)

22. Who do you report these risks to? (3 Marks) (VP02K 4.1, 4.5, VP02S 3.1)

23. If you found a security risk, who could you ask for assistance? (3 Marks) (VP02K 4.4, 4.1 VP02S 3.1)

24. What is your level of authority in respect of security at your workplace? (3 Marks) (VP02K 2.6)

25. Why is it important that these reports should be clear and accurate? (3 Marks) (VP02S 4.1 - 4.2)

26. The law is quite clear of the definition of the term theft, what is your understanding of this term?
(4 Marks) (VP02K 1.2)

27. When can you legally accuse someone of theft? (3 Marks) (VP02K 1.2)

28. If you suspected somebody of theft, what will be the best way of approaching them without putting yourself at
risk? (4 Marks) (VP02K 4.1)

29. If somebody became violent towards you after you had approached them about a security matter. What would be
the best legal course of action? (3 Marks) (VP02K4.2)

30. Why is it important that you will act within the boundaries of the law when you deal with suspected theft? (3
Marks) (VP02K 4.3, VP01S 3.3)

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ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP02K:

1.1 Summarise current relevant legislation, regulations, codes of practice and guidelines relating to security risks.
1.2 Give the legal definition of theft.
1.3 Identify own legal rights and duties in relation to maintaining security and dealing with security risks and incidents

2.1 Describe company policy and procedures for dealing with security risks in the workplace.
2.2 Describe company policies and procedures for maintaining security when:
a. staff are working
b. staff are on breaks
c. staff finish work.
2.3. Describe company policy on when the Police should be involved in a security incident.
2.4. Describe company policy on the type of security systems used to protect the premises, including the use of CCTV.
2.5. Describe own authority and responsibility when dealing with security risks

3.1 Describe the types of security risk that can arise in own workplace.
3.2 Describe how and when stock could be stolen or deliberately damaged.
3.3 Describe how and when cash could be stolen.

4.1 Identify who to report security risks to, and how to contact them.
4.2 Describe the approved procedures and techniques for protecting own personal safety when security risks arise.
4.3 Explain how to prevent and stop violent behaviour safely and legally.
4.4 Describe when to ask for help when a security risk arises.
4.5 Identify who to ask for help when a security risk arises.

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WRITTEN ASSESSMENT
UNIT REF: VP03
UNIT TITLE: SELECTING AND ISSUING MOTOR VEHICLE PARTS

Pass Mark 60%

Module Overview
This module is about being able to locate the required part number for a request for parts. This module covers the
various formats used to locate part numbers, as well as aspects of updating the formats at periodic times. The module
also covers where you will obtain assistance if difficulties were encountered in the initial search and selection for a part
number. (Total Marks 100)

1. What are the relevant Acts, regulations and legislation that relates to the selection and issue of vehicle parts?
(VP03K 1.1) (8 marks)

2. Explain the requirements for and the importance of wearing personal protective equipment when required, when
selecting and issuing parts. (VP03K 1.2) (6 marks)

3. What parts terminology and variations in terminology are used in your parts department? (VP03K 2.1)
(6 marks)

4. Describe your organisations systems and procedures for: (VP03K 2.2, 4.3, 5.1) (15 marks)
a. Parts Identification
b. Parts storage, rotation and management
c. Handling damaged parts
d. Documentation completion and keeping records
e. The storage and collection of picked orders

5. Name 10 different types of vehicle systems (e.g., braking, suspension) to be found in a vehicle. (VP03K 3.1)
(10 marks)

6. Choose 4 of the systems above and give a brief explanation of their basic function. (VP03K 3.1)
(12 marks)

7. Identify the main parts within the 4 systems above. (VP03K 3.2) (8 marks)

8. Explain how you access and use suitable sources of parts information to identify accurately the part(s) that
are required by your customer. (VP03K 4.1) (4 marks)

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 L3 Diploma in Vehicle Parts Principles
9. Identify what information can be extracted from the vehicle identification plate, to include: (VP03K 4.1) (7
marks)
a. Chassis number of the vehicle
b. Paint code
c. Upholstery trims code
d. Engine size
e. Body format
f. Year of manufacture
g. Specification of the vehicle

10. Explain how you use technical information to correctly identify the part required by your customer.
(VP03K 4.2) (3 marks)

11. How do you identify any superseded parts and what action should you take? (VP03K 4.4) (3 marks)

12. What is your procedure if you cannot identify the correct part? (VP03K 4.5) (3 marks)

13. What action would you take if the part you required is not in stock? (VP03K4.6) (3 marks)

14. Describe how to handle and move parts safely. (VP03K 5.2) (3 marks)

15. Where you have mechanical handling equipment available in your workplace, how is this used
correctly, safely and legally? If no mechanical handling equipment is available, how would you move
a heavy load? (VP03K 5.3) (6 marks)

16. Explain the implications of failing to select and allocate orders promptly and correctly. (VP03K 5.4)
(3 marks)

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ASSESSMENT GUIDANCE:
The assessment should:
 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP03K:

1.1 Summarise current relevant legislation, regulations, codes of practice and guidelines relating to the selection and
issuing of parts.
1.2 Explain the requirements for, and importance of, wearing personal protective equipment when selecting and
issuing parts.
2.1 Explain parts terminology and any variations in parts terminology.
2.2 Describe the organisation's systems and procedures for:
a. parts identification
b. parts storage, rotation and management
c. handling damaged parts
d. documentation completion and keeping records
e. the storage and collection of picked orders
3.1 Identify the types of systems found in vehicles (e.g. braking, suspension, steering and transmission)
3.2 Identify the location of parts within each vehicle system.
4.1 Describe how to gather information from the customer to enable correct identification of vehicle make, model,
year and variant.
4.2 Describe how to use technical information to identify the parts required.
4.3 Explain how to use systems to identify required parts.
4.4 Explain:
a. what superseded parts are
b. how to identify superseded parts
c. what to do when superseded parts are identified
4.5 Describe what action should be taken when the correct part cannot be identified.
4.6 Describe what action should be taken when the correct part is not in stock.
5.1 Explain the parts numbering system for relevant makes and types of parts
5.2 Describe how to handle and move parts safely.
5.3 Describe how to use mechanical handling equipment to handle and move parts.
5.4 Explain the implications of failing to select and allocate orders promptly and correctly.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENTS
REF: VP04 UNIT TITLE: RECEIVING AND STORING MOTOR VEHICLE
PARTS

Pass Mark 60%

Module Overview
This module is about being able to lift, carry and transport stock in a manner that is safe and causes no hazard to you or
others. The Module relates to the transportation and movement of stock, which can be used through many daily tasks
involving handling of stock correctly. This module is also about following procedures, best practice when receiving
stock from suppliers. It also includes checking procedures for stock received, defining those involved with the supply
chain of stock and on what to do with stock once received and checked. (Total Marks 100)

1. Identify the four main items of legislation relating to the handling and receiving of vehicle parts into the
workplace and give a brief explanation of these. (VP04K1.1) (8 marks)

2. Describe your organisations legal rights as a customer. (VP04K 1.2) (3 marks)

3. Describe your organisational systems and procedures for: (VP04K 2.1) (24 marks)
a. Receiving and accepting parts
b. Storing and moving parts stock including, maintaining the quality of stock susceptible to damage and/
or deterioration
c. Dealing with discrepancies
d. Record keeping, documentation and parts stock control
e. Health, safety and security requirements when receiving and moving parts
f. Checking stock condition and the storage of stock

4. Explain the parts location system that is used to identify where parts are kept and the importance of this. (VP04K
2.1, 2.2) (6 marks)

5. What stock rotation procedures, do you follow when locating parts into a location and why is this important?
(VP04K 2.2) (6 marks)

6. Explain why it is important to check that all your requirements have been met by your suppliers against your
delivery records such as purchase orders? (VP04K 3.1) (3 marks)

7. Why is it important to check incoming parts for quality, quantity and type against your stock requirements and
inventory after the parts have been unloaded and received?
(VP04K 3.1) (6 marks)

8. Why must you make sure that the documentation is accurate, complete and processed quickly and correctly?
(VP04K 3.2) (3 marks)
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9. Describe what action to take if there are any problems with deliveries, such as; (VP04K 3.3)
(20 marks)
a. Stock order discrepancies
b. Incorrect parts
c. Damaged parts
d. Missing parts
e. Late deliveries

10. Explain how you would receive new parts into stock and give it a location suitable to its size, quantity,
type and popularity. (VP04K 2.2, 4.1, 4.2) (6 marks)

11. Describe how to handle and move parts safely, including: (VP04K 4.3) (12 marks)

a. The requirements for importance of wearing personal protective equipment

b. Manual handling techniques and weights that can be moved without assistance

c. How to check and use relevant mechanical handling equipment

12. Explain what could happen, if you fail to receive and store parts into stock correctly. (VP04K 3.1, 4.4)
(3 marks)

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ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP04K:

1.1 Summarise current legislation, including health and safety requirements, relating to receiving and storing motor
vehicle parts, including the use of personal protective equipment.
1.2 Describe an organisation’s legal rights as a customer.
2.1 Describe organisational systems and procedures for:
a. receiving and accepting parts
b. storing and moving parts stock, including maintaining the quality of stock susceptible to damage and/or
deterioration
c. dealing with discrepancies and late deliveries
d. record keeping, documentation and parts stock control
e. health, safety and security requirements when receiving and moving parts
f. checking stock condition and the storage of stock.
2.2 Describe organisational systems and procedures for:
a. relevant parts identification
b. parts storage, rotation and management
c. handling damaged parts
d. documentation completion and keeping records
e. the receiving into stock of new parts on to organisational systems
3.1 Explain why it is important to check incoming parts stock against requirements, after unloading and receiving
parts
3.2 Describe the business and customer satisfaction related factors governing why:
a. deliveries should be checked promptly
b. shortfalls should be rectified promptly
c. purchasing records should be maintained accurately.
3.3 Describe what action to take when there are problems with deliveries.
4.1 Describe how to issue parts locations to new parts that have been added to the “standard” stock list.
4.2 Describe how to put new locations for new part numbers on to organisational systems.
4.3 Describe how to handle and move parts safely, including:
a. the requirements for and importance of, wearing personal protective equipment
b. manual handling techniques and weights that can be moved without assistance
c. how to check and use relevant mechanical handling equipment.
4.4 Explain the implications of failing to put stock away correctly.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT REF: VP05 UNIT TITLE: PROCESSING ORDERS FOR NON-STOCK MOTOR
VEHICLE PARTS

Pass Mark 60%

Module overview
This module is about fulfilling customer requirements by ordering out of stock or special order parts, checking your
stock control system to see if the part or parts are already on order or on back order. Getting authorisation from
customers to order parts on their behalf, explaining to them the terms and conditions that may apply, for example,
reduced discounts for VOR items, or non returnable parts. Is it a special order or not normally stocked, how long the
parts will take to arrive. Communicating the price directly and taking a deposit or full payment as required. Keeping
track of any orders placed and keeping your customer informed of the progress of their order and if there are any
problems. Making sure that any documentation is completed correctly and passed to the correct department or person.
(Total Marks 100)

1. Explain your organisations systems and procedures for: (VP05K 1.1) (27 marks)
a. The ordering of non-stock parts
b. Stock control
c. Taking payments
d. Mark up
e. Gross profit/ gross margin
f. Discount
g. Booking purchases to customer accounts
h. Reporting and recording lost sales
i. Organising delivery and collection of parts from local suppliers

2. Explain how in your organisation you identify and access potential suppliers, who can supply you with parts to
meet your customer’s needs, and can specify a lead time accurately. (VP05K 2.1) (10 marks)

3. Explain how you operate your parts identification and order system. (VP05K 2.2) (6 marks)

4. State your company procedure on how to check that a part is not on order already.(VP05K 2.3)
(6 marks)

5. How do you calculate the price of a customer's order? (VP05K 2.4) (6 marks)

6. Explain how you process and complete the documentation for non-stock orders. (VP05K 2.5) (6 marks)

7. What are the cost implications of special orders? (VP05K 2.6) (3 marks)

8. Why is it important to communicate clearly, politely and accurately with suppliers and customers?
(VP05K 3.1) (6 marks)

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 L3 Diploma in Vehicle Parts Principles

9. Explain why it is important to inform customers to gain their agreement for special orders such as price, discount
and delivery time before placing an order. (VP05K 3.2) (6 marks)

10. Describe which types of items must always be paid for in full prior to ordering in your organisation. (VP05K 3.3)
(3 marks)

11. What is the order value you are able to accept without reference to your line manager? (VP05K 3.4)
(3 marks)

12. Describe suitable methods for progressing orders. (VP05K 4.1) (6 marks)

13. Why is it important to keep customers informed about the progress of their order? (VP05K 4.2)
(3 marks)

14. Who is the person to whom you should report any problems or difficulties in meeting the customer's requirements
for parts? (VP05K 4.3) (3 marks)

15. Why is it important once you have received a customer's order to update the stock records quickly and efficiently
and explain how these stock records are updated? (VP05K 5.1,5.2) (6 marks)

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 L3 Diploma in Vehicle Parts Principles

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP05K:

1.1 Describe organisations systems and procedures for:

a. the ordering of non-stock parts
b. stock control
c. taking payments
d. mark up
e. gross profit / gross margin
f. discount
g. booking purchases to customer accounts
h. reporting and recording lost sales
i organising delivery and collection of parts from local suppliers.
2.1 Describe how to identify and access potential suppliers for non-stock items.
2.2 Describe how to operate an organisational parts identification and order system.
2.3 Describe how to check the 'stock on order' situation.
2.4 Describe how to identify and calculate the price of customer orders for non-stock items.
2.5 Describe how to process and complete documentation for non-stock orders.
2.6 Explain the cost implications of special orders.
3.1. Explain how to communicate clearly, politely and accurately with customers and suppliers.
3.2 Describe the conditions applying to orders and the importance of informing customers and gaining their
agreement to such conditions.
3.3 Describe which types of items must always be paid for in full prior to ordering.
3.4 Identify the order value you are able to accept without reference to your line manager.
4.1 Describe suitable methods for progressing orders.
4.2 Explain the importance of keeping customers informed of the progress of their order.
4.3 Identify the person to whom you should report any problems or difficulties in meeting customer needs.
5.1 Describe how to update stock records on receipt of goods.
5.2 Describe organisational procedures to input ordered parts into stock for re-sale once specially ordered parts
are put into stock.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
REF: VP08 UNIT TITLE: PROCESSING PAYMENT TRANSACTIONS WITHIN
A VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module Overview
This module is about calculating the cost of parts and not only processing cash payments, but also other forms of
payment, such as credit card, debit card and account payments. You must have knowledge of the relevant point-of-
sale equipment available in your workplace and be able to deal with incidents of potential fraud. You must have
knowledge of the various legislation which covers sales in all parts environments. You will need to know where to
find information that will give you the correct price. This could be price lists as used in your department, or from other
colleagues, suppliers and managers. (Total Marks 100)

1. Explain the current legislation, regulations and guidelines relating to the processing of payment
transactions in a parts department. (VP08K 1.1) (15 marks)

2. What is your organisation system and procedure for: (VP08K2.1) (25 marks)
a. Authorising non-cash and credit account transactions.
b. Verifying account holders
c. Calculating and taking payments
d. Booking purchases to customers accounts
e. Dealing with suspected fraud
3. What is the value and importance of good customer service and why is it important to ensure you are courteous to
customers at all times. How does it affect trading operations? (VP08K 3.1) (9 marks)

4. What is the importance of giving the correct amount of attention to individual customers, while being aware of
other customers waiting when you are busy. (VP08K 3.2) (6 marks)

5. Why is it important to deal with customers in a suitable manner when authorisation cannot be obtained for their
non-cash payments? (VP08K 3.3) (3 marks)

6. If you were presented with suspect tender, credit or debit card, what would you do? (VP08K 3.4)
(3 marks)

7. Explain how you can identify and check prices in your own parts operation accurately. (VP08K 4.1)
(3 marks)

8. Explain how you could report any problems in price in parts, by using sources of information and advice from
others. (VP08K 4.2) (3 marks)
9. How do you identify current discounts and special offers that may be taking place in campaigns or promotions?
(VP08K 4.3, 4.4) (3 marks)
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 L3 Diploma in Vehicle Parts Principles

10. Explain the common methods of calculating payments, and why is it important to calculate prices of transactions
correctly? (VP08K 5.1) (3 marks)

11. What types of payments are you allowed to accept? (VP08 K5.2) (3 marks)

12. What are the limits of your authority of processing payment transactions (VP08K 5.3) (3 marks)

13. What is your procedure for checking and identifying counterfeit payments? (VP08K 5.4) (3 marks)

14. How would you check for stolen credit cards, debit cards or charge cards? (VP08K 5.5) (3 marks)

15. What kind of transaction errors can happen and what would be the consequences if they were not reported?
(VP08K 5.6) (6 marks)

16. How do you store various payments to keep them safe and secure and protect them from theft?
(VP08K 6.1) (6 marks)

17. Explain any relevant security issues there could be surrounding payment transactions? (VP08K 6.2)
(3 marks)

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 L3 Diploma in Vehicle Parts Principles

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP08K:

1.1 Describe current relevant legislation, regulations, codes of practice and guidelines relating to processing payment
transactions.
2.1 Describe organisational systems and procedures for:
a. authorising non-cash and credit account transactions
b. verifying account holders
c. calculating and taking payments
d. booking purchases to customer accounts
e. dealing with suspected fraud.
3.1 Explain the value and importance of customer service to effective trading operations.
3.2 Describe how to balance giving the correct amount of attention to individual customers whilst maintaining a
responsibility towards other customers in busy trading periods.
3.3 Describe how to deal with customers when authorisation cannot be obtained for their non-cash payments.
3.4 Describe how to deal with customers offering suspect tender or non-cash payments.
4.1 Describe how to identify and check prices in a parts operation.
4.2 Describe how to get information and advice to deal with pricing problems.
4.3 Describe how to identify current discounts and special offers (e.g. campaigns and promotions).
4.4 Explain the features of any current parts campaigns and promotions.
5.1 Describe common methods of calculating payments, including the use of point of sale equipment and manual
calculations.
5.2 Describe the types of payment that are acceptable.
5.3 Explain the limits of own authority for processing payments.
5.4. Describe how to identify counterfeit payments.
5.5 Describe how to check for stolen credit cards, charge cards or debit cards.
5.6 Explain the types of transaction errors that can occur and the consequences of failure to report errors.
6.1 Describe how to keep cash and other payments safe and secure.
6.2 Explain relevant security issues surrounding payment transactions.

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WRITTEN ASSESSMENT
UNIT REF: VP09 UNIT TITLE: STOCK CONTROL WITHIN A VEHICLE PARTS
OPERATION

Pass Mark 60%

Module Overview
This module is about the day-to-day principles that need to be implemented with regard to stock control. (Total Marks
100)

1. What is the process to generate a stock data report, and how can it identify the types and quantities of parts that
need replenishing. (4 Marks) (VP09K 1.1, VP09S 1.1)

2. How do you use and analyse parts stock reports? (4 Marks) (VP09K 1.2)

3. Explain how lost sales can be identified in your stock control system and how it identifies any possibilities of
stocking new product lines. (4 Marks) (VP09K 1.3, VP09S1.2)

4. How do you make justifiable recommendations for stocking new product lines, and why must there be clear
supporting information to support this? (4 Marks) (VP09K 1.4, VP09S 1.3)

5. What is your process for evaluating the viability of supply terms of business, in order to maximise the business
advantage for your own company? (4 Marks) (VP09K 2.3)

6. Why is it important to communicate with suppliers assertively? (4 Marks) (VP09K 3.1)

7. How do you place orders to suppliers within your organisation? (4 Marks) (VP09K 3.2)

8. What is your company process for monitoring and giving feedback on supplier performance?
(4 Marks) (VP09K 4.3)

9. How do you complete your necessary purchasing records? (4 Marks) (VP09K 3.2, VP09S 4.1)

10. What are the types of parts that your organisation normally require and stock? (4 Marks) (VP09K 2.1)

11. State what your suppliers terms of business and ordering systems are. (4 Marks) (VP09K 4.4, 2.2)

12. Why is it important to use supplies, special offers or bulk purchase terms to maximise business advantage? (4
Marks) (VP09K 3.3, VP09S 2.3)

13. What is your organisation system and procedure for purchasing parts and stock? (4 Marks)
(VP09K 3.4)

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14. What kind of factors can influence customer demand for parts and what impact will this have on your ordering
process? (4 Marks) (VP09K 3.5)

15. Explain the business and customer satisfaction related factors governing, why:- (VP09K 4.2)
a. Deliveries should be checked promptly. (4 Marks)
b. Shortfalls are rectified quickly. (4 Marks)
c. Supply performance is formally evaluated. (4 Marks)
d. Accurate purchasing records are maintained. (4 Marks)

16. What are your organisation's legal rights as a consumer? (4 Marks) (VP09K 4.1)

17. What records does your organisation keep about supplies performance, and how do you access and interpret
them? (4 Marks) (VP09K 4.4, 4.5)

18. Who should receive feedback on supplier performance, and how often should this take place?
(4 Marks) (VP09K 4.6)

19. Why is it important to place orders with suppliers in a way and at a time to achieve the maximum business
advantage for your company? (4 Marks) (VP09S 2.4)

20. Explain the importance of placing orders at times, which will enable your supplier to pick the parts and deliver
them to meet your requirements. (4 Marks) (VP09S 2.1, 2.5)

21. How soon, would you follow up any outstanding orders with companies and maintain a positive working
relationship with them. (4 Marks) (VP09S 3.1)

22. State your company procedure and legal restrictions for meeting known and anticipated customer demand. (4
Marks) (VP09S 2.2)

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 L3 Diploma in Vehicle Parts Principles

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP09K:

1.1 Summarise how parts stock data is used to produce a suggested stock order report.
1.2 Explain how to analyse parts stock reports and suggested orders.
1.3 Explain how to analyse 'lost sales' to identify potential demand for new product lines.
1.4 Explain how to make recommendations with clear, supporting information to justify them.

2.1 Identify the types of parts the organisation normally requires and stocks.
2.2. Describe suppliers and their order systems.
2.3 Explain how to evaluate the viability of supplier terms of business in order to achieve maximum business
advantage to own organisation.

3.1 Describe how to communicate with suppliers assertively.

3.2 Describe how to place orders using organizational systems and how to complete the appropriate purchasing
records.
3.3 Explain the importance of using supplier special offers and bulk purchase terms to maximise the business
advantage to own organisation wherever possible.
3.4 Explain organisational systems and procedures for purchasing parts and stock ordering parameters.
3.5 Summarise the factors that can influence customer demand for parts and their impact on the ordering process.

4.1 Explain own organisation's legal rights as a consumer.

4.2 Summarise the business and customer satisfaction related factors governing why:
a. deliveries should be checked promptly
b. shortfalls rectified promptly
c. supplier performance is formally evaluated
d. accurate purchasing records are maintained.
4.3 Explain how to monitor and give feedback on, supplier performance.
4.4 Describe the records own organisation keeps about suppliers' performance
4.5 Explain how to access and interpret records on supplier performance.
4.6 Identify who should receive feedback on supplier performance and when.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT REF: VP10 UNIT TITLE: PARTICIPATING IN MOTOR VEHICLE PARTS
STOCKTAKING ACTIVITIES

Pass Mark 60%

Module Overview
This module is about the implementation and how to carry out a stock check and regular perpetual stock checks in a
parts operation. The investigation of shortfalls and errors as well as the reporting and reconciliation of the stock check.
(Total Marks 100)

1. How do you interpret information held in stock inventory and correct any mistakes that are identified? (5
Marks) (VP10K 2.4)

2. What determines when assistance from others will be needed? (4 Marks) (VP10K 3.2)

3. Explain how you would decide what suitable people will be required to help with the stock take.
(4 Marks) (VP10K 3.3)

4. Explain to staff their responsibilities during a stock take. (4 Marks) (VP10K 3.4)

5. How would you monitor and check on the progress of a major stock take? (4 Marks)
(VP10K 5.2, VP10S 2.1)

6. Explain how you would investigate any discrepancies that are identified during the stock take.
(5 Marks) (VP10K 5.3, VP10S 2.5, 2.6)

7. What is your procedure on reporting the results of the stock take, and the type of report that is used? (5 Marks)
(VP10K 5.4, VP10S 1.1)

8. Explain why it is important to check stock levels, and inventories. (4 Marks) (VP10K 6.1, 6.2)

9. Explain what you are checking for when carrying out stock checks. (4 Marks) (VP10K 1.1)

10. How often, do the stock takes happen in your organisation? (4 Marks) (VP10K 5.1)

11. State main reasons why stock takes have to take place. (4 Marks) (VP10K 1.2)

12. Explain how stock checks are audited and your company's procedures for reporting the results. Who should these
reports be passed on to? (4 Marks) (VP10K 1.1, 6.3, 6.4, VP10S 3.2)

13. What information is held on your stock inventory, and how do you access it? (4 Marks)
(VP10K 2.1, 2.2)

14. What can a stock inventory be used for? (4 Marks) (VP10K 2.3)

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 L3 Diploma in Vehicle Parts Principles

15. Explain what type of situation can make it difficult to carry out an effective stock take and how to anticipate and
prevent them. (5 Marks) (VP10K 4.1,4.2, VP10S 1.2)

16. Explain what preparations will be required before a stock take can take place. (4 Marks) (VP10K 3.1)

17. Explain what resources you will need, prior to carrying out a full stock take. (4 Marks)
(VP10K 3.5, VP10S 1.1)

18. How and when would you tell colleagues that a stock take is to happen, how it is going to affect their work, its
scope and purpose and who requires the report on its outcome. (4 Marks)
(VP10K 3.6, VP10S1.1)

19. Explain why it is important to record and identify any damaged, old, obsolete or parts that are not fit for sale. (4
Marks) (VP10S 2.3)

20. Explain your procedure of collating your findings with discrepancies identified suitably. (4 Marks) (VP10S 2.4)

21. What is your procedure for preparing the final report in the correct format, including comments on any
remaining discrepancies? (4 Marks) (VP10S 3.1)

22. Why is it important that, if you identified delays in the completion of the stock take that this should be reported
to the correct person? (4 Marks) (VP10S 2.8)

23. Why is it important to make sure the report is completed and distributed to the correct persons on time? (4
Marks) (VP10S 3.3)

24. What is the importance of wearing personal protective equipment when carrying out stocktaking activities? (4
Marks) (VP10S 2.7)

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 L3 Diploma in Vehicle Parts Principles

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP010K:

1.1 Explain why it is important to check stock levels and stock inventories.
1.2 Describe how often stock takes are required by own organisation.
2.1 Describe what information is held in the stock inventory
2.2 Explain how to access the stock inventory.
2.3 Describe what a stock inventory can be used for.
2.4 Explain how to:
a. interpret information in the stock inventory
b. correct mistakes in the stock inventory.
3.1 Describe the preparations needed before a stock check can be carried out.
3.2 Explain how to determine when assistance from others will be required.
3.3 Explain how to choose suitable people to assist with the stock take.
3.4 Describe what responsibilities are required during the stock check from parts operatives.
3.5 Identify the resources that are needed to carry out a full stock take and a perpetual stock take.
3.6 Explain when and how to tell colleagues that a full stock take is to take place and how it is likely to affect the
department.
4.1 Identify the types of situations that can make it difficult to carry out an effective stock take in the time available,
4.2. Explain how to anticipate and prevent situations that can make a stock take difficult to carry out.
5.1. Summarise what is being checked for during checks on stock levels and stock inventories (inc. damage and
condition).
5.2 Explain how to monitor and check on the progress of a major stock take.
5.3 Explain how to investigate discrepancies revealed by the results of the stock take.
5.4 Describe what action to take when discrepancies are identified during a stock take.
6.1 Explain how to report on the results of stocktaking
6.2 Describe the type of reports that are used for stock takes.
6.3 Summarise organisational procedures for reporting the results of stocktaking, including when and who to report to.
6.4 Explain how stock checks are audited and by whom.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT REF: VP14 UNIT TITLE: MONITORING AND SOLVING CUSTOMER SERVICE
PROBLEMS WITHIN A VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module overview
This module is about communicating with customers and giving a positive impression of yourself, while trying to solve
customer service problems in the parts environment. (Total Marks 100)

1. Explain why it is important to communicate in a clear polite and confident way. (4 Marks) (VP14K 3.1)

2. Why is it important to keep customers informed of steps being taken to solve service problems and reassuring
them that the proper course of action is being followed? (4 Marks) (VP14K 3.2, VP14S 3.3)

3. Explain what your customer’s rights are and how these rights limit what you're able to do for your customers. (4
Marks) (VP14K 1.3)

4. Explain the specific aspects of: (VP14K 1.1)

a. Health and safety (4 Marks)
b. Data protection (4 Marks)
c. Equal opportunities (4 Marks)
d. Disability discrimination (4 Marks)

5. What industry, organisational and professional codes of practice and ethical standards that affect the way the
products or services you deal with can be delivered to your customers? (4 Marks)
(VP14K 1.2)

6. Explain any contractual agreements that you have, with your customers. (4 Marks) (VP14K 2.1)

7. Explain the products or services that your parts department may have relevant to your customer service role. (4
Marks) (VP14K 2.2)

8. Why it is important to solve customer service problems within your own area of authority. What limits do you
have and when do you need to seek agreement or permission from others. (4 Marks)
(VP14K 2.3, 2.4, VP14 1.2)

9. Does your parts department have any organisational targets relevant to what you do and what could happen if
those targets were not met? (4 Marks) (VP14K 2.5)

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 L3 Diploma in Vehicle Parts Principles
10.What are your company's procedures and systems for dealing with customer service problems?
(4 Marks) (VP14K 3.3)

11.Explain how the successful resolution of customer service problems contributes to customer loyalty with the
external customer and improved working relationships with the internal customer. (4 Marks) (VP14K 2.6)

12. Why is it important to respond positively to customers problems? (4 Marks) (VP14S 1.1)

13. Explain how you work with others to solve customer service problems. (4 Marks) (VP14S 1.3)

14. Why is it important that customers are informed of the action being taken to solve customer service problems?
(4 Marks) (VP14S 1.4)

15. Why do you have to check with customers that they are satisfied with the action taken to solve customer
service problems? (4 Marks) (VP14S 1.5)

16. How would you solve problems within customer service systems or procedures, which might affect customers
before they become aware of them? (4 Marks) (VP14S 1.6)

17. Why is it important that you keep relevant persons aware of the steps taken to solve specific problems?
(Relevant Persons could include your manager, supervisor, colleagues and customers etc).(4 Marks) (VP14S
1.7)

18. Why do you have to work individually or as a team to identify repeated customer service problems and action
on your agreed solutions? (4 Marks) (VP14S 2.1, 2.3, 3.2)

19. Explain the importance of identifying the options for dealing with repeated problems and consider the
advantages and disadvantages of each. (4 Marks) (VP14S 2.2)

20. Why is it important to select an option for both your customers and your organisation? (4 Marks) (VP14S 2.4)

21. Explain how you would talk with the relevant personnel, changes to customer service systems and procedures
to reduce any problems being repeated. (4 Marks) (VP14S 3.1)

22. Why is it important to monitor the solutions you have implemented, review them and make suitable changes to
ensure that further problems do not occur? (4 Marks) (VP14S 3.4, 3.5)

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 L3 Diploma in Vehicle Parts Principles
ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP14K:

1.1. Summarise the relevant legal and regulatory requirements that affect the way products and services can be
delivered to customers, including:
a. health and safety
b. data protection
c. equal opportunities
d. disability discrimination
1.2 Summarise the relevant industry, organisational and professional codes of practice and ethical standards that affect
the way the products or services can be delivered to customers
1.3 Explain what the customers’ rights are and how these rights affect customer service when the
customer has a problem or returned parts for credit
2.1. Describe any contractual agreements that customers may have with the organisation with regards to payment for
parts
2.2 Identify the products or services offered by the organisation relevant to own customer service role.
2.3 Explain the limits of own authority and when it is important to seek agreement with or permission from other
people in the organisation when dealing with customers service issues/complaints
2.4 Identify who to refer to for guidance when customer needs cannot be adequately met
2.5 Describe any organisational targets relevant to own job, own role in meeting them and the implications for the
organisation if those targets are not met.
2.6 Explain how the successful resolution of customer service problems contributes to customer loyalty with the
external customer and improved working relationships with the internal customer.
3.1 Describe how to communicate in a clear, polite, confident way and why this is important.
3.2 Explain how to negotiate with and reassure customers whilst their problems are being solved.
3.3 Explain organisational procedures and systems for dealing with customer service problems.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSIGNMENT
UNIT REF:G6K HOW TO MAKE LEARNING POSSIBLE THROUGH
DEMONSTRATIONS AND INSTRUCTION

This assessment is designed to show an understanding of how to make learning possible through demonstrations and
instruction.

Each question is allocated individual marks. Because of the nature of the unit, acceptable answers may vary. It is
expected that the assessor will allocate marks within each question accordingly.

Pass Mark 60%

Summative Assignment:

1. Explain the nature and role of demonstration and instruction, to include:- G6K 1.1-1.5 30 Marks
a. the separate areas of demonstration which encourage learning.
b. the types of learning best achieved and supported through demonstration and how to identify different
learning opportunities.
c. how to structure demonstration and instruction sessions and how to choose demonstration techniques.

2. Explain the principles and concepts of demonstration and instruction, to include:- G6K 2.1, 2.3-2.7
30 Marks
a. ways of putting learners at ease.
b. how to identify individual learning needs.
c. factors which are likely to prevent learning.
d. how to check learner’s progress and understanding.
e. how to prepare materials.
f. instructional techniques which encourage learning.

3. Describe the key environmental and safety factors which should be considered when carrying out
demonstration and instruction. Explain how these can affect learning. G6K 3.1 20 Marks

4. a. Explain the methods and processes which can be used to analyse the quality and suitability of
demonstrations and instruction (i.e. feedback, quality control and external awarding body requirements).

b. Briefly describe developments in technology based learning and their possible effects on demonstration and
instruction.

G6K 3.2 20 Marks

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT REF: VP06 UNIT TITLE: PROCESSING RETURNED GOODS AND MATERIALS
IN A VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module Overview
This module is about helping customers who need to return parts and or materials. It includes putting the parts or
materials back into stock, so they can be resold or returned to the manufacturer, whichever is appropriate. These parts
can be parts that are faulty, not required, exchange units, which have surcharges on them. You must establish proof of
purchase by receipt, credit card transaction or account details. The part must be replaced, exchanged, credited or
refunded dependent on the situation. All parts returned must be dealt with correctly by returning to stock or supplier.
All relevant documentation must be completed correctly and company policies followed. (Total Marks 100)

1. Explain the following current legislation that deals with the return of parts to a department to include the Sale of
Goods Act, Trade Descriptions Act and Consumer Protection Act. (VP06K 1.1, 1.2) (12 marks)

2. State the main reasons customers might have for returning parts. (VP06K 2.1) (8 marks)

3. Explain how you follow the company procedures for replacements and refunds; explain these to the customer
clearly and politely, including proof of purchase. (VP06K 2.2) (12 marks)

4. How much authority do you have to agree to replacements and refunds? (VP06K 2.3) (6 marks)

5. State at what point you would have to ask for help when you need authorisation. (VP06K 2.4) (6 marks)

6. Explain the process of customers returning unwanted goods. (VP06K 2.5) (6 marks)

7. Explain the process for locating replacement goods. (VP06K 3.1) (6 marks)

8. Describe charges that might apply when a company is not at fault. (VP06K 3.2) (6 marks)

9. Explain who can raise credit notes and refunds, and why it is important to give them accurate information (VP06K
3.3) (6 marks)

10. What is your company procedure for preparing replacement parts to be sent out? (VP06K 3.4)
(6 marks)

11. How do you update the stock control system accurately and why is this done promptly when parts are returned?
(VP06K 4.1, 4.2) (6 marks)

12. Why is it important to clearly label any parts that are to be returned to a supplier or manufacturer and what
information should be held on the label? (VP06K 4.3) (8 marks)

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13. Explain how to deal with returned goods that cannot be re-sold. (VP06K 4.4) (6 marks)

14. Explain how to deal with returned goods that can be re-sold. (VP06K 4.5) (6 marks)

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to. Unit
VP06K:

1.1 Summarise current relevant legislation, regulations, codes of practice and guidelines relating to processing the
return of goods.
1.2 Explain the customer's legal rights to replacements and refunds.
2.1 Explain the main reasons customers have for returning goods.
2.2 Summarise organisational policies and procedures for replacements and refunds, including proof of purchase.
2.3 Explain the limits of own authority in relation to replacements and refunds.
2.4 Identify sources of for help for authorisation.
2.5 Explain the process of customers returning unwanted goods.
3.1. Explain the process for locating replacement goods.
3.2 Describe charges that might apply when a company is not at fault.
3.3 Identify who can raise credit notes and refund payments, and the information they need.
3.4 Explain organisational procedures for preparing replacement goods for sending out.
4.1 Explain how to update the stock control system accurately and fully when goods are returned
4.2 Summarise why it is important to update stock control systems promptly.
4.3 Describe how to label goods for return to the supplier or manufacturer.
4.4 Explain how to deal with returned goods that cannot be re-sold.
4.5 Explain how to deal with returned goods that can be re-sold.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENTS
UNIT REF: VP07 UNIT TITLE: DELIVERING MOTOR VEHICLE PARTS TO
CUSTOMERS
Pass Mark 60%

Module overview
This module is about delivering parts directly to a customer or customers. The module considers the loading of
small/medium sized delivery vehicles as well as the maintenance of the vehicle and any legislation in respect of
condition, legal requirements such as license of the driver, excise duty, MOT and insurance. Also covered are the
factors for making deliveries effectively to meet the agreed timescales, carrying out promotion of the parts operation
through active marketing, whilst undertaking deliveries to customers. The main points of this module are knowledge
of legal requirements, delivery planning, marketing, recording deliveries and reporting problems. (Total Marks 100)

1. Briefly explain the current relevant legislation, regulations, codes of practice and guidelines relating to the
delivery of parts. (for example, Road Traffic Act, Highway code and any specific guidelines in your organisation)
(VP07K 1.1) (16 marks)

2. Describe the legal requirements for delivery vehicle roadworthiness; to include tyres, lights, brakes, steering, fluid
levels, tax, insurance and MOT? (VP07K 1.2) (24 marks)

3. Explain personal responsibilities for delivery vehicle maintenance? (VP07K 1.3) (6 marks)

4. Describe organisational procedures for: (VP07K 2.1) (21 marks)

a. Health and safety

b. Checking a delivery vehicle
c. Dealing with accidents
d. Reporting delivery problems
e. Vehicle and payment security
f. Payment for goods
g. Completing and returning documentation

5. Identify the type of customer and competitor information which should be reported and who the information
should be reported to. (VP07K 2.2) (3 marks)

6. Describe how to handle loads safely. (VP07K 3.1) (3 marks)

7. Describe how to protect parts from damage during transit. (VP07K 3.2) (3 marks)

8. Describe how to visually check parts for damage. (VP07K 3.3) (3 marks)

9. Describe how to distribute loads correctly. (VP07K 3.4) (3 marks)

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 L3 Diploma in Vehicle Parts Principles
10. Describe how to pack parts for delivery. (VP07K 3.5) (3 marks)

11. Explain the importance of not mixing customer orders. (VP07K 4.1) (3 marks)

12. Explain the importance of loading a vehicle in a sequence to match deliveries and weight distribution. (VP07K
4.2) (3 marks)

13. Explain the implications of delivering incorrect and damaged parts. (VP07K 4.3) (3 marks)

14. Describe how to plan deliveries to take account of local conditions. (VP07K 5.1) (3 marks)

15. Describe how to plan delivery routes to deliver parts in the most cost effective and efficient manner. (VP07K 5.2)
(3 marks)

ASSESSMENT GUIDANCE:
The assessment should:
 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.
When completing this summative assessment the following assessment criteria should be referred to.
Unit VP07K:

1.1 Describe current relevant legislation, regulations, codes of practice and guidelines relating to the delivery of parts
(for example, Road Traffic Act, Highway Code).
1.2 Describe the legal requirements for delivery vehicle roadworthiness.
1.3 Explain own personal responsibilities for delivery vehicle maintenance.
2.1 Describe organisational procedures for:
a. health and safety
b. checking a delivery vehicle
c. dealing with accidents
d. reporting delivery problems
e. vehicle and payment security
f. payment for goods
g. completing and returning documentation
2.2 Identify the type of customer and competitor information which should be reported and who the information
should be reported to.
3.1 Describe how to handle loads safely.
3.2 Describe how to protect parts from damage during transit.
3.3 Describe how to visually check parts for damage.
3.4 Describe how to distribute loads correctly.
3.5 Describe how to pack parts for delivery.
4.1. Explain the importance of not mixing customer orders.
4.2 Explain the importance of loading a vehicle in a sequence to match deliveries and weight distribution.
4.3 Explain the implications of delivering incorrect and damaged parts.
5.1 Describe how to plan deliveries to take account of local conditions.
5.2 Describe how to plan delivery routes to enable parts to be delivered in a cost and time efficient manner.
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WRITTEN ASSESSMENT
UNIT TITLE: ENTERING AND FINDING DATA USING
UNIT REF: VP11
INFORMATION TECHNOLOGY WITHIN A VEHICLE
PARTS ENVIRONMENT

Pass Mark 60%

Module overview
This module is about the operations and techniques required for entering and finding data using information technology
and relates to the operating system in your organisation. For example, the system you use could be about entering and
finding vehicles and parts information or processing sales and orders. The information system you are required to have
knowledge of, could include database, internet, intranet, spreadsheets and word processing documents. (Total Marks
50)

1. Define the relevant legislation, regulations, codes of practice and guidelines relating to entering data using
information technology. (VP11K 1.1) (12 marks)

2. How do you obtain any necessary authority to access the information system, and data? (VP11K 2.1) (3 marks)

3. State the reasons why access authority may be required for certain data and sites. (VP11K 2.2)
(3 marks)

4. Explain how you locate and find information on your IT systems, whilst conforming to your organisational
procedures. (VP11K 2.3, 5.1) (3 marks)

5. State the limits of your own responsibility in respect of entering data. (VP11K 2.4) (3 marks)

6. Explain how you use the available information technology system within your parts environment.
(VP11K 3.1) (3 marks)

7. How do you enter data correctly on the system that you use and in the correct sequence? (VP11K 3.3) (3 marks)

8. Explain the process, for saving data if required and preserving its integrity.(VP11K 3.4) (3 marks)

9. Why is it important that you check the data that you have retrieved? (VP11K 4.1, 5.2) (3 marks)

10. What are the different methods of checking data and who would you report to if you had any problems on
entering or receiving information? (VP11K 4.2) (4 marks)

11. Explain how you handle the information in a way that meets your customer needs and satisfaction and why this
information must be correct. (VP11K 6.1, 6.3, 5.3) (4 marks)

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12. Why is it important that customers are informed of the action being taken to solve customer service problems?
(VP11K 6.1, 6.3) (3 marks)

13. Explain how to interpret and access your customer needs. (VP11K 6.2) (3 marks)

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP11K:

1.1 Summarise the requirements of current relevant legislation, regulations, codes of practice and guidelines relating
to entering and retrieving data using information technology, including:
a. health and safety and data protection.
2.1 describe how to comply with organisational procedures, including:
a. how to gain authority from the relevant person to access data and the information system.
2.2 Explain the reasons why access authority is required for certain data.
2.3 Explain the importance of conforming to organisational procedures.
2.4 Describe the limits of own responsibility for data entry.
3.1 Explain how to select and use the appropriate programme
3.3 Describe how to enter data on the system in use.
3.4 Describe how to save data, if required.
4.1 Explain the importance of checking data.
4.2 Describe the different methods of checking data.
5.1 Describe how to locate information on the IT system.
5.2 Explain the importance of checking the information is correct.
5.3 Explain the importance of correctly handling the information.
6.1 Explain the importance of meeting the customer’s needs
6.2 Explain how to interpret and access the customer’s needs
6.3 Describe how to handle the information to satisfy the customer’s needs

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WRITTEN ASSESSMENT
UNIT REF: VP12 UNIT TITLE: COMMUNICATING INFORMATION
ELECTRONICALLYWITHIN A VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module overview
This module is about communicating electronically within the parts department, both internally and externally to other
departments or suppliers. Your understanding should include operations of the system, restrictions, legislation in
respect to electronic communication and how to use it to the advantage of your parts operation. (Total Marks 100)

1. Briefly explain the relevant legislation, regulations, codes of practice and guidelines relating to communication
using information technology. (VP12K 1.1) (16 marks)
To include:-
a. Health and Safety
b. Data Protection

2. Describe your organisations requirements for: (VP12K 2.1) (15 marks)

a. Sending and receiving electronic messages
b. Saving messages
c. Accessing information from remote servers

3. Explain the importance of complying with your organisations procedures for the use of IT systems.
(VP12K 2.2) (6 marks)

4. Who would you report problems in the IT systems to? (VP12K 2.3) (3 marks)

5. Who would you gain authority from to access information on your organisations information systems. (VP12K
2.4) (3 marks)

6. Explain why access authority may be required. (VP12K 2.5) (3 marks)

7. Explain how to interpret and apply your customers requirements. (VP12K 3.1) (6 marks)

8. Identify the appropriate software to use for electronic messaging. (VP12K 3.2) (3 marks)

9. Describe how to transmit attachments with messages for the IT system in use in your organisation. (VP12K 3.3)
(6 marks)

10. Explain the importance of checking that messages are complete. (VP12K 3.4) (3 marks)

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 L3 Diploma in Vehicle Parts Principles

11. Describe how to check that transmission of the message has been successful. (VP12K 3.5, 3.6)
(3 marks)

12. Explain the importance of checking data and any facilities that are available for checking
automatically. (VP12K 4.1, 4.2) (6 marks)

13. Describe how to use software to receive electronic messages and why it is important to regularly
check for incoming messages. (VP12K 5.1, 5.3) (6 marks)

14. Explain how to process messages to meet customers requirements. (VP12K 5.2) (3 marks)

15. Describe how to use the available electronic information system. (VP12K 6.1) (3 marks)

16. Describe how you would locate and retrieve information for your customer in a cost effective manner. (VP12K
6.2) (6 marks)

17. Explain how you will process retrieved information to meet customer requirements, and why this is important.
(VP12K 6.3, 6.4) (6 marks)

18. What costs may be involved when accessing remote information sites or systems?
(VP12K 6.5) (3 marks)

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ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP12K:

1.1 Summarise the requirements of current relevant legislation, regulations, codes of practice and guidelines relating
to communication using information technology, including:
a. health and safety and data protection
2.1 Describe organisational requirements for.
a. sending and receiving electronic messages
b. saving messages
c. accessing information from remote servers
2.2 Explain the importance of complying with organisational procedures for use of IT systems
2.3 Identify the person to whom problems with IT systems should be reported.
2.4 Identify the person(s) from whom to gain authority to access the information system.
2.5 Explain the reason why access authority may be required.
3.1 Explain how to interpret and apply your customer's requirements.
3.2 Identify the appropriate software to use for electronic messaging
3.4 Describe how to transmit attachments with messages for the system in use.
3.5 Explain the importance of checking that messages are complete.
3.6 Describe how to check successful transmission.
4.1 Explain the importance of checking data.
4.2 Describe the facilities available for automated checking.
5.1 Describe how to use software to receive electronic messages.
5.2 Explain how to process messages to meet customer's requirements.
5.3 The importance of regularly checking for incoming messages.
6.1 Describe how to use the available electronic information system.
6.2 Describe how to locate and retrieve information.
6.3 Describe how to process the retrieved information.
6.4 Explain the importance of meeting your customer's requirements for information.
6.5 Identify the costs which may be involved when accessing remote information systems.

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WRITTEN ASSESSMENT
UNIT REF: VP15 UNIT TITLE: CUSTOMER SERVICE IMPROVEMENTS WITHIN A
VEHICLE PARTS ENVIRONMENT

Pass Mark 60%

Module overview
This module is about the knowledge you have on improving customer service from information gathered from
customer directly or indirectly. How you use the information to improve your services and regular reviews of the
information. (Total Marks 100)

1. How do you work with others to identify and support changes in the way in which service is delivered? (4
Marks) (VP15K 3.1)

2. Explain what your customers rights are and how these rights effect what you are able to do for your customer. (4
Marks) (VP15K 1.3)

3. Explain the specific aspects of: (VP15K 1.1)

a. Health and safety (4 Marks)
b. Data protection (4 Marks)
c. Equal opportunities (4 Marks)
d. Disability discrimination (4 Marks)
e. Legislation and regulations that affect the way the products or services you deal with are delivered to
your customers. (4 Marks)

4. What are the industry organisational and professional codes of practice and ethical standards that affect the way
products or services you deal with can be delivered to your customers? (4 Marks) (VP15K 1.2)

5. What contractual agreements, do you have with your customers? (4 Marks) (VP15K 2.1)

6. Explain what products or services, your organisation have, relevant to your customer service role?
(4 Marks) (VP15K 2.2)

7. Explain what guidelines are laid down by your organisation that limits what you can do within your job role.
What authority you have, and when do you need to seek agreement or permission from others. (4 Marks)
(VP15K 2.3, 2.4)

8. What targets do you have in your department, and what is your role in meeting them and any implications, if you
do not meet those targets? (4 Marks) (VP15K 2.5)

9. How is the customer affected and influenced by the way service is delivered? (4 Marks) (VP15K 3.2)

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 L3 Diploma in Vehicle Parts Principles
10. What is your procedure for gathering informal and formal feedback from your customers? What do you do with
it? (4 Marks) (VP15K 3.3, VP15S 1.1)

11. Why must you use an agreed customer feedback procedure to obtain information from your customers on their
needs and expectations? (4 Marks) (VP15S 1.2)

12. Explain how to use the information obtained from your customers to develop a better understanding of their
needs. (6 Marks) (VP15S 1.3)

13. Why is it important to identify ways the service you give to customers can be improved based on the information
you have received? (4 Marks) (VP15S 1.4)

14. What is your procedure for discussing your ideas for improving customer service, with others?
(4 Marks) (VP15S 1.5)

15. How do you identify the possible change that can be made to improve the service that you give.
(4 Marks) (VP15S 2.1)

16. How do you present your ideas for improving the service you give? (4 Marks) (VP15S 2.2)

17. Why is it important to carry out the changes to customer service systems or procedures based on your ideas or
proposed by others in your company? (4 Marks) (VP15S 2.3)

18. What is your procedure in keeping customers informed of changes to your customer service role in accordance
with organisational guidelines? (6 Marks) (VP15S 2.4)

19. Why is it important to work positively with others to support the changes that have been made?
(4 Marks) (VP15S 2.5)

20. Explain how you communicate with others that changes to customer service are working and identify the
negative aspects of change and how these can be improved or resolved. (4 Marks)
(VP15S 3.1, 3.2)

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ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP15K:

1.1. Summarise the relevant legal and regulatory requirements that affect the way products and services can be
delivered to customers, including:
a. health and safety
b. data protection
c. equal opportunities
d. disability discrimination
1.2 Summarise the relevant industry, organisational and professional codes of practice and ethical standards that affect
the way the products or services can be delivered to customers
1.3 Explain what the customers’ rights are and how these rights affect customer service.
2.1. Describe any contractual agreements that customers may have with the organisation.
2.2 Identify the products or services of the organisation relevant to own customer service role.
2.3 Explain the limits of own authority and when it is important to seek agreement with or permission from other
people in the organisation when dealing customers
2.4 Identify who to refer to for guidance when customer needs cannot be adequately met
2.5 Describe any organisational targets relevant to own job, own role in meeting them and the
implications for the organisation if those targets are not met.
3.1 Describe how to work with others to identify and support change in the way in which service is delivered
3.2 Explain how the customer experience is influenced by the way service is delivered.
3.3 Describe how customer feedback from customers is obtained.

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 L3 Diploma in Vehicle Parts Principles

WRITTEN ASSESSMENT
UNIT REF: VP17 UNIT TITLE: MAXIMISING PRODUCT SALES IN A VEHICLE
PARTS OPERATION

Pass Mark 60%

Module overview
This module is about maximising product sales in the vehicle parts operation, identifying selling opportunities and
communicating the essential features and benefits of parts or products. How do you promote these parts or products
and how do you assess the success of any promotion.
(Total Marks 100)

1. Describe the current relevant legislation, regulations and codes of practice and guidelines relating to product
sales. (10 Marks) (VP17K 1.1)

2. How would you identify selling opportunities and assess sales opportunities in their potential to increase your
customer base. (8 Marks) (VP17K 2.1, 2.2, VP17S 1.1, 1.2)

3. Why is it important to communicate the essential features and benefits of products, and how would you promote
these in a manner which promotes a buying decision, but maintains good will? (9 Marks) (VP17K 3.1, VP17S
2.2)

4. Explain how you identify and carry out actions to promote products in a way that gain and build customer
interest, trust and converting promotional sales into orders. (8 Marks)
(VP17K 3.2, VP17 2.3)

5. How do you evaluate the effectiveness of promotional activities and record the outcomes accurately.
(8 Marks) (VP17K 4.1, VP17S 3.2)

6. Explain the difference between a feature of a product and the benefit of a product. (9 Marks)
(VP17K 3.3)

7. How do seasonal trends affect opportunities to sales? (8 Marks) (VP17K 2.3)

8. Why is it important to identify opportunities, which offer the greatest potential to increase sales?
(8 Marks) (VP17S 1.3)

9. Why is it important to report sales opportunities accurately to the correct person? (8 Marks)
(VP17S 1.4)

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10. Explain the importance of completing documentation, fully and accurately. (8 Marks) (VP17S 1.5)

11. How do you provide customers with information about promotions in a way that increases sales and maximises
their value? (8 Marks) (VP17S 2.1)

12. How do you report information on the effectiveness of promotions to the relevant person? (8 Marks) (VP17S
3.1)

ASSESSMENT GUIDANCE:

The assessment should:

 be completed by each learner on an individual basis.
 use explanations and descriptions which are comprehensive and where appropriate, include labeled diagrams.
 show in-depth understanding of the subject matter.

When completing this summative assessment the following assessment criteria should be referred to.

Unit VP17K:

1.1 Summarise current relevant legislation, regulations, codes of practice and guidelines relating to
product sales.
2.1. Describe how to identify potential sales opportunities.
2.2 Explain how to assess sales opportunities to identify those with the greatest potential to maximise sales and widen
the customer base.
2.3 Explain how seasonal trends affect opportunities for sales.
3.1 Describe how to promote the features and benefits of products.
3.2 Explain how to promote products in ways that gain and build customer interest.
3.3 Compare the difference between a feature of a product and a benefit of a product.
4.1 Explain how to evaluate the effectiveness of promotional activities

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SAMPLE SOLUTIONS AND MARKING SCHEME

UNIT REF:
HEALTH, SAFETY AND GOOD HOUSEKEEPING IN THE
G0102K
AUTOMOTIVE ENVIRONMENT

Question Assessment
Sample solutions and marking detail Total
Number Criteria
Safety helmet – working under vehicle 5x2
Safety boots – general workshop duties
1 Gloves – type dependent on task 10 1.1
Safety spectacles/goggles – chiselling, drilling, grinding etc.
Ear defenders / plugs – any task involving loud noise
2 High visibility jacket 2 1.1

3 Wing covers, seat covers, floor mats, steering wheel cover 3x2 6 1.2
Untidy cables, waste etc across floor. Fluid leaks on floor. Working at
4 heights – any other suitable 3x2
6 1.3, 2.1
Water, electricity- any other suitable. Lubricants, fasteners, cleaning
5 materials – any other suitable 5 x 2
10 2.3

6 Absorbent granules, broom, dustpan / shovel etc 3 x 2 6 2.5

7 To work safely 2 3.2

8 To provide a safe work environment 2 3.2

9 To minimize waste and to ensure materials available for the future 2x2 4 2.6

10 Electric shock 4 4.1

11 Falling into an open inspection pit 4 4.1

12 Used on the hands to prevent industrial dermatitis 4 4.3

13 Provision and use of workshop equipment regulations (PUWER) 4 3.1

Four from : safe place of work, appropriate welfare arrangements, safe
systems of work, safe plant equipment and tools, safe methods of storing,
14 handling and moving goods, procedures for reporting accidents, safety 12 3.2
policy, training and supervision where appropriate.
4x3
15 Live electrical equipment and flammable metals 2x2 4 4.4

16 Flammable liquids and live electrical equipment 2x2 4 4.4

17 Prohibition sign 4 4.5

18 Mandatory, wear eye protection 2x2 4 4.5

19 Warning , fork lift trucks operating 2x2 4 4.5

20 Flammable material, toxic substance 2x2 4 4.6

Total 100

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