Assessment Requirements for AURACA101 Respond to customer needs and enquiries in an automotive workplace

Release: 1

Assessment Requirements for AURACA101 Respond to customer needs and enquiries in an automotive workplace

Modification History

Release	Comments
Release 1	This version first released with AUR Automotive Retail, Service and Repair Training Package Version 6.0

Performance Evidence

The candidate must demonstrate the ability to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including evidence of the ability to:

identify needs or enquiries of at least three different customers with different requirements, including at least one dissatisfied customer

provide advice or information on automotive products and services to the above three customers.

Knowledge Evidence

The candidate must be able to demonstrate knowledge to complete the tasks outlined in the elements, performance criteria and foundation skills of this unit, including knowledge of:

methods to locate and interpret information required to respond to customer needs and enquiries in an automotive workplace, including:

information provided by customer and supervisors

workplace procedures required to respond to customer needs and enquiries in an automotive workplace, including:

documentation procedures

housekeeping procedures techniques for assisting customers, including:

effective questioning, including open and closed

active listening

building rapport

explaining clear options

making recommendations

finalising contact

storage of personal information

customer service standards and practices relevant to automotive workplaces, including:

greeting and farewelling customers

providing features and benefits of workplace product or service using clear, jargon-free language

discussing alternative products or services where required

recommending products or services suitable to customer requirements

recording customer requirements and enquiries

customer service delivery standards

contact and follow-up procedures

indicators of customer dissatisfaction, including verbal and non-verbal cues

techniques for resolving customer problems, including procedures for complaint escalation

key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)

procedures for making referrals relating to:

customer dissatisfaction

suppliers of other products and services

key features and benefits of workplace-specific products and services

techniques for undertaking basic calculations to provide information to customers relating to quantities, timeframes, and delivery of automotive products and services.

Assessment Conditions

Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting.

Assessment must include direct observation of tasks.

Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to having responded to customer needs and enquiries, e.g. complaints register.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following must be made available:

automotive workplace or simulated workplace

three different customers with different requirements, including one dissatisfied customer.

Assessors of this unit must satisfy the requirements for assessors in applicable vocational education and training legislation, frameworks and/or standards.

Links

Companion Volume Implementation Guide is found on VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1