Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.
Elements Elements describe the essential outcomes. | Performance Criteria Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold and italicised text is used, further information is detailed in the range of conditions section. |
1. Engage customer and identify potential sale | 1.1 Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures 1.2 Appropriate interpersonal skills are used to engage the customer 1.3 Customer needs and expectations for specific products and services are identified through questioning and active listening |
2. Present and demonstrate product or service to customer | 2.1 Product or service options that best meet customer needs are selected 2.2 Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction 2.3 Customers are given the opportunity, if appropriate, to test or trial the product or service 2.4 Customers are assisted to identify their preferred option |
3. Obtain customer agreement to purchase product or service | 3.1 Price for product or service is discussed or negotiated and agreed 3.2 Sale is made using appropriate closing technique 3.3 Sale is processed and documented according to workplace procedures |
4. Complete transaction and customer follow-up procedures | 4.1 Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures 4.2 Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities 4.3 Opportunities for value adding or repeat sales are identified and follow-up action is taken as required 4.4 Customer records are completed and plans are developed for follow-up of potential new sales of products and services |
This section specifies work environments and conditions that may affect performance. Essential operating conditions that may be present (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) are included. Bold italicised wording, if used in the performance criteria, is detailed below.
There is no Range of Conditions for this unit.
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:
sell automotive products or services to three different customers in an automotive sales and service workplace or simulated location.
Individuals must be able to demonstrate knowledge of:
sales communication techniques, including:
customer buying signals
effective face-to-face and telephone selling techniques
upselling and value adding sales techniques
active listening and questioning techniques
strategies for dealing with dissatisfied customers
key features of loyalty programs and strategies for encouraging repeat business
workplace procedures relating to:
sales processes
dealing with customers
complaints handling
consumer rights and responsibilities
key features of point-of-sale equipment, stock databases and service delivery calendars
key legal requirements relating to selling automotive products and services, including obligations under the Australian Consumer Law (ACL).
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 having sold a range of automotive products and services, e.g. sales invoices.
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 location
workplace procedures relating to customer sales and service
product and service information
commercially realistic range of automotive retail products and services
point-of-sale equipment
three different customers with commercially realistic sales needs.
Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.
Observation Checklist