vcc.ca
APSM 2202: Service Advising
Effective date
September 2026
Department
Auto Parts & Service Mgmt
School
Trades, Technology and Design
Description
In this course, students apply business communication and leadership and management principles and techniques to the operations of a simulated automotive service business environment. Students build on their learning by practicing their human resources, sales, and customer relations skills within an industry context
Credits
3.0
Year of study
2nd Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Use shop management systems to manage workflow, including parts ordering, financial transactions, and customer communication
- Process and code repair work for reimbursement
- Explain results of a vehicle inspection
- Provide advice regarding preventative maintenance
- Demonstrate conflict resolution strategies to effectively manage disputes between customers and service staff.
- Interview customer to accurately represent their concerns to technicians
Prior Learning Assessment & Recognition (PLAR)
Methods of assessment may include a challenge exam, submission of a product or portfolio for review, or a practical demonstration. Please contact the Department for details.
Hours
Lecture, Online, Seminar, Tutorial: 45
Total Hours: 45
Total Hours: 45
Instructional Strategies
Lecture, group work, case studies, discussions, presentations, guest speakers, online activities
Grading System
Letter Grade (A-F)
Passing grade
C
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Quizzes/Tests |
25 |
5 quizzes; 5% each |
|
Assignments |
30 |
3 assignments; 10% each |
|
Midterm Exam |
15 |
|
|
Final Exam |
30 |
|
Course topics
- Repair orders Fleet management and payment systems Preventative maintenance Communication skills Labour coding Workflow
Learning resources
Rezin, A. A. (2009). Automotive Service Management: Principles into Practice. Pearson CourseSmart Archive. https://bookshelf.vitalsource.com/books/9780136039716
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.