Assessment Requirements for AURSAA002 Maintain customer aftermarket relations

Release: 1

Assessment Requirements for AURSAA002 Maintain customer aftermarket relations

Modification History

Release	Comment
Release 1	New unit of competency.

Performance Evidence

Before competency can be determined, individuals must demonstrate they can perform the following according to the standards defined in this unit’s elements, performance criteria and foundation skills:

access and update customer data on an automotive workplace database or simulated customer database for three different customers

provide professional aftermarket service relating to different aftermarket product or service requirements to the above customers.

Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

formal and informal channels and networks used to communicate with customers and to capture customer information

role of social media in customer service

typical fields of information or data captured in customer databases

current and emerging customer needs, expectations and trends in the workplace or automotive industry

key features of automotive industry and workplace customer loyalty programs and promotional activities

active listening and questioning techniques

telephone techniques

strategies for dealing with dissatisfied customers

basic marketing and sales techniques

workplace procedures relating to:

aftermarket sales and service and processes

maintaining customer databases

key requirements relevant to aftermarket service of:

automotive industry codes of practice

workplace procedures relating to consumer rights and privacy

vehicle and equipment product knowledge relevant to aftermarket product and sales.

Assessment Conditions

Assessors must satisfy NVR/AQTF assessor requirements.

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 maintaining customer aftermarket relations, e.g. customer feedback forms.

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

The following resources must be made available:

automotive sales and service workplace or simulated workplace

computer with customer database and information

three different customers with different aftermarket requirements.

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=b4278d82-d487-4070-a8c4-78045ec695b1