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Lesson 2: Customer Intake and Service Documentation

Week 2 Activity: January 13-19, 2026 Section: 1 - Intro to Business & Entrepreneurship

🎯 Key Learning Objective

Understanding professional customer service documentation, legal requirements for service orders, and basic job profitability analysis in automotive service operations.

📋 Lesson Overview

This foundational lesson introduces students to the critical business processes that occur before any wrench is turned. Students will learn how to professionally interact with customers, document service requests with legal compliance, and analyze job profitability. These skills are essential for running a successful automotive service business and will be applied throughout the semester.

🛠️ Main Activities

Customer Service Process Understanding (45 minutes)

The Customer Intake Process

  • Initial Customer Contact
  • Professional greeting and communication standards
  • Active listening and problem identification
  • Building customer trust and rapport

  • Asking the right diagnostic questions

  • Vehicle Information Collection

  • Importance of accurate VIN (Vehicle Identification Number) documentation
  • Understanding make, model, year significance for parts and service
  • Engine specifications and transmission type impact on service

  • Mileage documentation for service interval tracking

  • Service Request Documentation

  • Translating customer complaints into technical descriptions
  • Documenting customer concerns accurately
  • Understanding the difference between customer symptoms and root causes
  • Creating clear service request descriptions
  • Service Authorization and Legal Protection
  • Understanding mechanic's lien laws and payment protection
  • Importance of written authorization for work
  • Estimate requirements and customer approval processes

  • Legal liability and proper documentation standards

  • Estimate Development

  • Breaking down services into labor and parts
  • Understanding industry standard labor rates
  • Parts pricing and markup considerations
  • Providing accurate estimates to customers

Form Completion Exercise (45 minutes)

Scenario: Oil Change Service

Customer: Sarah Johnson Vehicle: 2018 Honda Civic LX Complaint: "The oil change light came on, and I think I'm due for an oil change. My car has about 45,000 miles on it."

Student Tasks:

  1. Complete the Customer Intake Form
  2. Fill out all customer information sections
  3. Document vehicle details accurately
  4. Record the service request professionally
  5. Calculate and document the service estimate

  6. Review legal authorization sections

  7. Research Vehicle Specifications

  8. Look up VIN decoder information (use sample VIN: 2HGFC2F59JH542317)
  9. Identify engine size and oil capacity
  10. Determine correct oil type and filter for vehicle
  11. Research service interval recommendations

📝 Job Profitability Analysis Component

Understanding Service Profitability (45 minutes)

Cost Components

Students will learn to identify and calculate:

  • Direct Costs (Materials)
  • Engine oil (typically 4-5 quarts depending on engine)
  • Oil filter
  • Drain plug washer/gasket

  • Shop supplies (rags, absorbent, etc.)

  • Labor Costs

  • Standard labor time for oil change service
  • Shop labor rate calculation

  • Technician wage vs. shop rate understanding

  • Overhead Allocation

  • Shop rent/facility costs
  • Utilities and insurance
  • Equipment and tool costs

  • Marketing and administrative expenses

  • Profit Margin Calculation

  • Total revenue (customer charge)
  • Minus total costs (materials + labor + overhead allocation)
  • Equals net profit
  • Calculate profit margin percentage

Assignment Requirements

Students must prepare a complete Job Profitability Analysis that includes:

  1. Completed Customer Intake Form (using scenario provided)
  2. Itemized Cost Breakdown
  3. List each material/part with cost
  4. Calculate labor cost
  5. Estimate overhead allocation
  6. Revenue Calculation
  7. Research competitive pricing for oil change in local market
  8. Determine appropriate customer charge
  9. Profit Analysis
  10. Calculate net profit from the job
  11. Determine profit margin percentage
  12. Assess whether this is a profitable service offering

📋 Resources

Customer Intake Form

Download Customer Intake Form - Print or fill digitally

Research Resources

  • VIN Decoder: Use free online VIN decoders to research vehicle specifications
  • Parts Pricing: Research typical oil and filter costs from auto parts retailers
  • Labor Rates: Research typical automotive shop labor rates in your area (usually $80-150/hour)
  • Service Pricing: Research local oil change service pricing for comparison

📝 Deliverables & Documentation

Due January 26, 2026:

  1. Completed Customer Intake Form
  2. All sections filled out accurately and professionally
  3. Proper VIN documentation and vehicle specifications
  4. Clear service request description

  5. Accurate estimate with authorization section

  6. Job Profitability Analysis Report

  7. Cover page with student name and date
  8. Itemized cost breakdown (materials, labor, overhead)
  9. Revenue calculation with market research justification
  10. Net profit calculation
  11. Profit margin percentage
  12. Written analysis (1-2 paragraphs) discussing:
    • Whether this service is profitable
    • How pricing could be adjusted to improve profitability
    • Comparison to competitors' pricing

🎯 Success Criteria

Customer Intake Form (50 points)

  • Accurate and complete customer information (10 pts)
  • Correct vehicle documentation including VIN (10 pts)
  • Professional service request description (10 pts)
  • Accurate service estimate with itemization (15 pts)
  • Proper completion of legal authorization sections (5 pts)

Job Profitability Analysis (50 points)

  • Accurate materials cost research and documentation (10 pts)
  • Proper labor cost calculation (10 pts)
  • Reasonable overhead allocation (10 pts)
  • Competitive market pricing research (10 pts)
  • Correct profit calculations and margin analysis (10 pts)

Total Points: 100

🔄 Integration with Overall Program

This lesson establishes the foundational business processes that will be used throughout the semester. Every service performed on Jackson's vehicle or in future scenarios will begin with proper documentation and profitability analysis. These skills directly support the development of the business plan for Full Throttle Automotive and provide essential understanding of how automotive service businesses generate revenue and profit.

Next Steps: As the semester progresses, students will apply these documentation and analysis skills to increasingly complex service scenarios, building toward a complete understanding of automotive service business operations.

💡 Real-World Application

Professional automotive service facilities complete intake forms for every vehicle that enters the shop. This documentation: - Protects the business legally - Ensures clear communication with customers - Provides a record for warranty and insurance purposes - Forms the basis for billing and payment - Helps track customer service history

Understanding job profitability is critical for business success. Many shops fail because they don't accurately calculate costs and set appropriate pricing. This skill will help students understand whether Full Throttle Automotive can be profitable and sustainable.