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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. Confirm customer requirements
   • Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements
   • Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements
   • Customer acknowledgement and confirmation of the documented requirements are obtained
2. Advise customer of available options
   • Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures
   • Further information is researched as required to confirm or clarify options
   • Options are explained and discussed with customer to assist informed decision making
   • Supporting information is provided as required to assist customer understanding
   • Sales or service conditions are communicated verbally or in writing according to workplace procedures
3. Agree action plan with customer
   • Customer's preferred option is detailed and documented in action plan
   • Customer commitment to agreed action plan is gained according to workplace procedures
   • Assistance in completing relevant documentation is provided to customers as required
   • Customer feedback is sought on services provided
4. Confirm customer requirements
   • Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements
   • Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements
   • Customer acknowledgement and confirmation of the documented requirements are obtained
5. Advise customer of available options
   • Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures
   • Further information is researched as required to confirm or clarify options
   • Options are explained and discussed with customer to assist informed decision making
   • Supporting information is provided as required to assist customer understanding
   • Sales or service conditions are communicated verbally or in writing according to workplace procedures
6. Agree action plan with customer
   • Customer's preferred option is detailed and documented in action plan
   • Customer commitment to agreed action plan is gained according to workplace procedures
   • Assistance in completing relevant documentation is provided to customers as required
   • Customer feedback is sought on services provided

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.

Options must include:	benefits timeframes approximate costs.
Documented action plan must include:	agreed delivery timeframe agreed cost.

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Performance Evidence

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:

develop an action plan for three different customers with different complex requirements relating to automotive products or services, which must include:

costing details

quotation.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

negotiation, communication and problem-solving techniques, including:

active listening

questioning techniques

interpreting body language

negotiating or closing a deal

types of complex customer requirements relating to:

cost requirements

warranty requirements

customised, bespoke, or unusual requirements

special timeframes

availability of parts or components

requirements of special or important customers

complex technical problems

matters involving more than one solution or area of service

needs of customers dissatisfied with previously provided product or service

complex financial or insurance arrangements

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

antidiscrimination

equal opportunity

privacy and confidentiality

consumer protection and rights

freedom of information

industry codes of practice and ethical principles, including duty of care and consumer access to appeal processes

workplace policies and procedures relating to:

customer service

feedback and complaints handling

quality requirements

documentation and recording procedures

detailed automotive product and service knowledge relevant to workplace, manufacturers or suppliers

sources of additional information about automotive products and services, including:

manufacturers and suppliers

internet and social media

competitors.

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