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. Develop knowledge of automotive products and services | 1.1 Use, purpose and application of products and services are researched and clarified as required 1.2 Comparisons between available products and services, including complementary products and services, are researched and interpreted 1.3 Workplace promotional and marketing activities relevant to products and services are researched and interpreted |
2. Identify and match customer needs to products and services | 2.1 Customer buying motives and requirements are determined through questioning, active listening and non-verbal communication cues 2.2 Customer is guided to product or service that matches their identified buying motives and requirements 2.3 Features and benefits of product or service and relevance to customer requirements are explained and highlighted 2.4 Demonstrations are conducted and aligned to customer buying motives and requirements according to workplace marketing and sales practices 2.5 Selling techniques are used according to workplace procedures and legal requirements |
3. Maximise sales opportunities | 3.1 Opportunities for making additional sales are recognised and applied 3.2 On-sell opportunities are assessed through knowledge of customer needs and available complementary automotive products and services 3.3 Customer need and interest in additional or complementary products and services are determined 3.4 Benefits of additional or complementary products and services are discussed and promoted to customer |
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.
Comparisons must include: | brand options features of compared product or service price of compared product or service. |
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, range of conditions and foundation skills:
promote different automotive products or services to three different customers in line with workplace customer service standards.
Individuals must be able to demonstrate knowledge of:
methods used to promote products and services, including:
strengths, weaknesses, opportunities and threats (SWOT) analysis
marketing and research techniques
face-to-face selling techniques
active listening and questioning techniques
upselling and value adding sales techniques
negotiation strategies when dealing with dissatisfied customers
loyalty programs and strategies for encouraging repeat business
customer types, including:
customer buying signals and buyer behaviour
individual and cultural differences
sources of information about automotive products and services and related promotional activities
comparable products and services of major competitors
workplace procedures relating to promotional processes and marketing activities, including marketing campaigns and advertising materials
workplace procedures relating to promoting automotive products and services, including:
consumer protection
automotive industry codes of practice relating to sales
advertising codes of practice.
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 promoted products and services in an automotive workplace, 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 promotional sales activities
sales material, including product and service information
commercially realistic range of customers requiring different automotive products and services
commercially realistic range of automotive retail products and services and associated promotional activities.
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