Mobile

Start with who needs mobile phone sales and repair and why. Around residents and workers drive demand in Dubai, Abu Dhabi and the other emirates.

• List 10 offers or suppliers in the UAE with price per repair in AED and who buys.
• Interview 5 people from residents and workers: what do they buy now, how often, what do they pay, what annoys them?
• Learn three terms: Battery swelling (a safety fault that needs careful handling); Data backup (a copy of customer data made with consent); IMEI (the unique number of a handset).
• Write a one-page brief: user, need, hoped-for price, and the rule that matters most.

Activity. Complete the market table, five interview notes and the brief.

Standard to meet. Price ten offers, interview five users, and state one need in one sentence.

Know the rule before the work. Main hazards here: battery fires and data leaks. Hazard thinking means list each step, ask what could go wrong, and decide the control.

• Ask your local authority or free zone which licence, permit or inspection applies. Write the answer and the date you asked.
• For each step (diagnose; quote; repair or replace; test; return with a warranty) write the hazard and the control.
• Use a hierarchy: remove the hazard, replace it, separate people from it, change the way of work, then protective equipment last.
• Keep a one-page incident rule: who you call, what you stop, what you record.

Activity. Draw the flow and mark hazard and control at each step.

Standard to meet. Name a hazard and a control for every step, and answer the licence question in writing.

The work is a short chain: diagnose, quote, repair or replace, test, return with a warranty. Learn each link, then link them with records.

• Write a checklist for each of the 5 steps: input, action, check, output.
• Time each step three times and note the slowest.
• Record a defect or delay each time it happens: what, where, cause, fix.
• Measure repairs done in one day; this is your main number.

Activity. Run the chain three times (simulated or real) and fill the log.

Standard to meet. Complete three logs, and give the slowest step a cause and a fix.

What you do not measure you cannot improve. Your main measure is repairs done in one day.

• Define repairs done in one day: what counts, what does not, and over what period.
• Draw a simple chart of the last 10 results and mark the average.
• Find the top two causes of loss with a tally sheet, then fix the biggest one first.
• Check measuring tools: are they accurate, clean and in date?

Activity. Collect a tally for one week and make a Pareto chart.

Standard to meet. Complete the tally, name the biggest cause, and plan one fix with a date.

Know the cost of one repair before you set the price. Include materials, labour, energy, transport, licence share, waste and a safety margin.

• Cost per repair = total cost divided by repairs sold (not made).
• Margin = (price minus cost) divided by price.
• Break-even units = fixed costs divided by gain per unit.
• Test the price with two users and write down the answer.

Activity. Build the cost sheet with AED on every line and have your mentor check it.

Standard to meet. Check that no cost is missing, and calculate the margin twice by different routes.

Customers return when you keep promises. Promise only what your workflow can deliver.

• Write a one-page offer: what is included, what is not, price, time, how you fix mistakes.
• Write a short script for the first call or visit.
• Agree dates in writing; confirm each change.
• Handle a complaint in four steps: listen, apologise for the impact, fix, record what changed.

Activity. Present the offer to two users and note changes.

Standard to meet. Write an offer with scope, price, time and a fix rule, and collect comments from two users.

Small, real and recorded. Change one thing at a time and learn quickly.

• Keep a daily log: date, units, cost, delays, defects, safety notes.
• Hold a 15-minute review each week with your mentor.
• Write down every complaint and what you changed.
• Take photos only where allowed and never of people without consent.

Activity. Complete 30 days of the log and four weekly reviews.

Standard to meet. Log 30 days, give each defect a cause, and keep weekly notes.

A decision beats a feeling. Compare plan with result and choose to scale, change or stop.

• Make a before and after table: cost per unit, defects, delays, repeat users.
• Write three lessons.
• Decide scale, change or stop, with the numbers behind it.
• Give two peers one strength and one fix each.

Activity. Present to a review room and collect one written comment from a user.

Standard to meet. Justify the decision with numbers, and give two peer reviews.

Honest diagnosis builds trust.

• Backup only with permission.
• Test screen, battery, ports.
• Quote parts and time.
• Warn about risk of data loss.

Activity. Diagnose three sample faults.

Standard to meet. Include a permission note.

Swollen batteries can burn.

• Never puncture or press a swollen battery.
• Store in a fire-safe tray.
• Use certified parts.
• Write the warranty plainly.

Activity. Write a battery safety rule.

Standard to meet. Include an isolation step.

A phone holds a person's whole life. Handling it with care, protecting data and knowing when to decline a repair are professional duties.

• Ask for consent before opening a device and note existing damage in writing.
• Never browse photos, messages or accounts; ask the owner to unlock the phone themselves and never ask for or keep passcodes.
• Refuse repairs on devices that appear stolen or locked to another person.
• Back up data only with permission and delete the copy after return.

Activity. Create a drop-off form with consent, damage notes and a privacy statement.

Standard to meet. Form has owner signature, existing damage, data policy and collection date.

On the slide: L1 Basic · Name phone parts and terms

Notes: Name the IMEI, a data backup and battery swelling, and say what each means. Notes: use a sample handset; learners name only and never open a device without a competent supervisor.

On the slide: L2 Awareness · Battery fires and data leaks

Notes: Describe the two main hazards, battery fires and data leaks, with one control each. Notes: a swollen battery is a fire risk, so stop and call the supervisor; ask permission before touching any customer data.

On the slide: L3 Foundation · Diagnose and quote one repair

Notes: Diagnose one sample fault and write a quote with a consent note. Notes: the course quote is screen AED 220 + labour AED 40 = AED 260 with a 90-day warranty; record existing damage first.

On the slide: L4 Practitioner · Run the repair workflow

Notes: Run diagnose, quote, repair, test and return on supervised sample phones with complete records. Notes: the target is repairs done in one day; the standard is a consent note, a backup only with permission and a test record.

On the slide: L5 Specialist · Analyse repairs and decide

Notes: Analyse a month of repairs by turnaround and decide which to accept or decline. Notes: at AED 190 per repair and AED 95 cost the gain is AED 95, 50 per cent; break-even on AED 4,750 fixed costs is 50 repairs.

On the slide: L6 Advanced · Coach privacy and battery safety

Notes: Coach counter staff on consent, privacy and safe battery handling, under a competent supervisor. Notes: sample five repair tickets a week for a consent note and no stored passcodes; refuse devices that appear stolen.

On the slide: L7 Super expert · Design the repair shop system

Notes: Design a repair shop system with battery safety, data rules, warranty, audit and a 12-month plan. Notes: at 250 repairs a month the gross gain is AED 23,750; present one safety risk, one saving and a one-day repair target.