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Elements and Performance Criteria

  1. Access and interpret information on refinishing products
  2. Identify customer requirements
  3. Provide information to customers on refinishing products

Required Skills

Required skills

collect organise and understand information related to

questioning and active listening skills for example when eliciting information from customers about products and services required

plain English literacy and communication skills in relation to dealing with customers and providerssuppliers and recording information

communicate ideas and information to provide customer with information about applicable products

plan and organise activities to plan product presentations

work with others and in a team by involving product specialists

use mathematical ideas and techniques with numerical skills sufficient to estimate and calculate costs to pricing products

establish diagnostic processes which evaluate different products for different needs

use workplace technology related to technical skills to use a range of communication and electronic equipment

Required knowledge

general knowledge of enterpriseindustry manuals and documentation paperbased and computerised

broad operational knowledge of legislation and statutory requirements including occupational health and safety OHS and customer safety

broad operational knowledge of industry codes of practice including scanning code

general refinishing product knowledge including

automotive coatings


antirust material

abrasives and buffers

polishes and polishing material

cleaning materials

general knowledge of automotive refinishing techniques including

repair of minor dents

treatment of rust

selection and application of fillers

surface preparation including application of primers guide

coats and finishing putties

application of top coats and clear coats


colour matching

detailed knowledge of enterprise

product and merchandise range

service range

procedures for taking customer orders

buying pricing and ordering procedures

other policies and procedures

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of

consistently applying store policies and procedures and industry codes of practice regarding customer service and selling materials and products

accessing interpreting and conveying knowledge of refinishing products to customers

applying knowledge of refinishing products to provide accurate advice according to needs of the customer

communicating effectively with others involved in or affected by the work

Context of and specific resources for assessment

This unit may be assessed in conjunction with other units forming part of the job role or function

The following are required

a workplace or simulated workplace

range of products and merchandise real and simulated

documentation such as inventory lists price lists enterprise policy and procedures manuals delivery costs and details of services available

a range of customers with different requirements real or simulated

a range of communication equipment

a qualified workplace assessor

Method of assessment

It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances Evidence of performance may be provided by customers team leadersmembers or other appropriate persons subject to agreed authentication arrangements

Elements of competence contain knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment reflecting a range of products and services and a range of customers with different requirements

Evidence is best gathered using products and procedures of the individual workplace context as the means by which candidate achieves industry competencies

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role

Guidance information for assessment

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Refinishing products

Refinishing products may include:

products and materials used for preparing automotive surfaces and applying coatings, fillers, anti-rust material and polish, and for conducting colour matching

Product application techniques

Product application techniques may include:

techniques for repair of minor dents, treatment of rust, selection and application of fillers, surface preparation, application of primers, guide coats and finishing putties, application of top coats and clear coats, buffing and colour matching

Specialist advice

Situations where customer may require advice from specialist automotive refinishers may :

structural damage, damage in awkward or difficult locations, specialty finishes or where experience of the customer is limited


Enterprises may vary in size, type and location and in range of merchandise and services provided


Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities and may have special needs. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied


Staff may be full-time, part-time or casual and vary in terms of staff training and in specialist knowledge of products and services. Staff may be operating in routine or busy trading conditions

Legislative requirements

Legislative requirements may include:

state/territory legislation related to OHS and consumer law

industry codes of practice, including scanning code

Resources may include:

Resources may include:

range of products and merchandise (real and simulated)

documentation, such as inventory lists, price lists, enterprise policy and procedures manuals, delivery costs, details of services available

a range of customers with different requirements (real or simulated)

a range of communication equipment


Sources of information/documents may include:

enterprise policies and procedures, product manufacturer/component supplier specifications, customer requirements and industry/enterprise codes of practice