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. Obtain and evaluate aftermarket or integrated vehicle technology information | 1.1 Vehicle and aftermarket accessory instructions are located and analysed to determine key operational features 1.2 Workplace procedures, including safety requirements relevant to vehicle handover, are accessed and followed 1.3 Vehicle operating instructions are analysed to identify correct operating procedures 1.4 Information relating to vehicle type and model operating instructions is regularly reviewed and updated |
2. Communicate information to customers | 2.1 Vehicle features, technology and functions are explained and demonstrated to customers according to dealership procedures 2.2 Difficult to interpret operating instructions are simplified and communicated to customer 2.3 Key information is communicated to customer in a professional manner |
3. Record vehicle handover information | 3.1 Customer vehicle handover information is recorded and sign-off obtained according to workplace procedures 3.2 Information is recorded accurately using workplace systems and procedures 3.3 Key items and accessories are supplied to customer |
4. Recommend and implement improvements to vehicle handover | 4.1 Feedback is sought on vehicle handover techniques and evaluated according to workplace procedures 4.2 Vehicle handover techniques are regularly reviewed and improvements that maximise effective customer service and repeat business are implemented as required |
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:
provide clear and accurate technology information and operating instructions relating to a vehicle to two different customers at point-of-sale, delivery or handover.
Individuals must be able to demonstrate knowledge of:
vehicle technical product knowledge relevant to the operation of vehicle technology systems, including:
infotainment systems
navigation systems
blue tooth systems
keyless entry
interior adjustment systems
basic maintenance requirements
spare wheel replacement procedures
warning lights
vehicle safety cameras
park assist systems
climate control system
passenger safety systems
diesel particulate diffuser and filter system regeneration
face-to-face and telephone communication techniques, including active listening and questioning
key features of loyalty programs and strategies for encouraging repeat business
workplace or dealership processes for maintaining customer databases.
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 provided vehicle technology information to customers at vehicle point-of-sale or delivery, 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 workplace or simulated location
two different vehicles and integrated technologies
owner manuals, handbooks and specifications containing vehicle information relating to relevant make and model
two different customers requiring commercially realistic point-of-sale delivery or handover information regarding vehicle features and technology.
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