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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify customer need or enquiry regarding product or service
  2. Provide information and advice to customer
  3. Finalise customer contact
  4. Identify customer need or enquiry regarding product or service
  5. Provide information and advice to customer
  6. Finalise customer contact

Range Statement

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.

Clarificationmust include:

open and closed questioning

active listening.

Information must include:

explaining features and benefits of workplace product or service using clear, jargon-free language

discussing alternative product or service where appropriate

recommending product or service suitable to customer requirements.



Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

techniques for assisting customers, including:

effective questioning

active listening

building rapport

explaining clear options

making recommendations

finalising contact

customer service standards and practices relevant to automotive workplaces, including:

greeting and farewelling customers

recording customer requirements and enquiries

customer service delivery standards

contact and follow-up procedures

indicators of customer dissatisfaction, including verbal and non-verbal cues

techniques for resolving customer problems, including procedures for complaint escalation

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

procedures for making referrals relating to:

customer dissatisfaction

suppliers of other products and services

key features and benefits of workplace-specific products and services

techniques for undertaking basic calculations to provide information to customers relating to quantities, timeframes, and delivery of automotive products and services.