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. Perform online transactions | 1.1 Workplace requirements for online sale of automotive products and services are confirmed 1.2 Online personal authentication information is secured according to workplace requirements 1.3 Appropriate online functions and processes to supply required automotive products and services are determined 1.4 Technical difficulties in accessing and using online facilities are reported to online service provider |
2. Administer online transactions | 2.1 Online transaction is completed and purchased automotive product or service is dispatched according to terms of online transaction 2.2 Records of transactions are completed and maintained according to workplace procedures 2.3 Workplace records are compared with online records, and irregularities are reported according to workplace procedures |
3. Review effectiveness of online transactions | 3.1 Automotive products and services rendered are reviewed to determine quality and timeliness of delivery in relation to advertised profile and content 3.2 Customer feedback is analysed against online transaction history to determine customer satisfaction 3.3 Any issues with service provider are reported to supervisor according to workplace procedures |
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 different automotive products or services online to three different customers
review effectiveness of online transactions, confirming that quality of products and services delivered met customer expectations.
Individuals must be able to demonstrate knowledge of:
key legal requirements relating to carrying out online transactions, including obligations under the Australian Consumer Law (ACL)
factors to be considered when calculating final price, including:
goods and services tax (GST)
sales, discounts and promotions
deposits and partial payments
types, application and operation of common electronic bill payment systems, including:
biller direct
bank aggregator
procedures for carrying out online transactions, including:
following bill payment system processes, including:
logging in
receiving orders
generating accounts
generating billing
dispatching goods, including tracking goods and confirming delivery
creating, maintaining and reconciling sales records
procedures for reviewing bill payment system, including:
assessing customer satisfaction
comparing costs of other providers.
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 carried out online transactions in an automotive sales and service workplace, e.g. sales invoices.
Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.
The following should be made available:
automotive workplace procedures relating to sales
automotive retail products and services for sale online
online product or service information, including automotive online sales website
three different online customers with commercially realistic purchasing requirements
computer system with internet connection
stock databases and service delivery calendars.
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