Assessment Requirements for AURACA102 Manage complex customer requirements in an automotive workplace

Release: 1

Assessment Requirements for AURACA102 Manage complex customer requirements 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:

develop an action plan for at least three different customers with different complex requirements relating to automotive products or services, which must include:

costing details

quotation.

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:

negotiation, communication and problem-solving techniques, including:

active listening

questioning techniques

interpreting body language

negotiating or closing a deal

types of complex customer requirements relating to:

cost requirements

warranty requirements

customised, bespoke, or unusual requirements

special timeframes

availability of parts or components

requirements of special or important customers

complex technical problems

matters involving more than one solution or area of service

needs of customers dissatisfied with previously provided product or service

complex financial or insurance arrangements

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

antidiscrimination

equal opportunity

privacy and confidentiality

consumer protection and rights

freedom of information

industry codes of practice and ethical principles, including duty of care and consumer access to appeal processes

parameters to consider in viable options for customer needs, including:

benefits

timeframes

approximate costs

requirements in a document action plan, including:

agreed delivery timeframe

agreed cost

workplace policies and procedures relating to:

customer service

feedback and complaints handling

quality requirements

documentation and recording procedures

digital security and record keeping

detailed automotive product and service knowledge relevant to workplace, manufacturers or suppliers

methods to locate and interpret information required to manage complex customer requirements in an automotive workplace, including:

information provided by customer

manufacturer and supplier specifications and procedures or equivalent documentation

internet and social media

workplace procedures

workplace procedures required to manage complex customer requirements in an automotive workplace, including:

documentation procedures

housekeeping procedures.

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 managed complex customer issues in an automotive workplace, e.g. complaints register.

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 workplace or simulated workplace

workplace procedures relating to customer service

three different customers with different complex requirements

commercially realistic workplace with manufacturer and/or supplier product or service information

computer hardware and software and general office equipment.

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