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Elements and Performance Criteria

1. Identify legal requirements and procedures relating to sale of automotive products and services
   • Legislation relating to selling automotive products or services is accessed and interpreted
   • Legal requirements specific to the sale of the automotive workplace product or service range are identified
   • Workplace procedures relating to complying with legal requirements are sourced and interpreted
2. Sell product or service in compliance with legal requirements
   • Product or service is sold according to workplace procedures and identified legal requirements
   • Customer transaction is handled according to consumer legislation
   • Accurate advice and information are provided to customers about product and consumer rights
   • Advice is sought from supervisor where clarification or assistance is needed
3. Record required information on product or service sale documentation
   • Correct product or service sale documentation is selected and accessed according to workplace procedures
   • Clear and accurate information is provided on sales documentation to comply with legal requirements
   • Signed acknowledgement of information provided is obtained from customer, as required
   • Sales documentation is completed and stored according to workplace procedures
4. Identify legal requirements and procedures relating to sale of automotive products and services
   • Legislation relating to selling automotive products or services is accessed and interpreted
   • Legal requirements specific to the sale of the automotive workplace product or service range are identified
   • Workplace procedures relating to complying with legal requirements are sourced and interpreted
5. Sell product or service in compliance with legal requirements
   • Product or service is sold according to workplace procedures and identified legal requirements
   • Customer transaction is handled according to consumer legislation
   • Accurate advice and information are provided to customers about product and consumer rights
   • Advice is sought from supervisor where clarification or assistance is needed
6. Record required information on product or service sale documentation
   • Correct product or service sale documentation is selected and accessed according to workplace procedures
   • Clear and accurate information is provided on sales documentation to comply with legal requirements
   • Signed acknowledgement of information provided is obtained from customer, as required
   • Sales documentation is completed and stored according to workplace procedures

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.

There is no Range of Conditions for this unit.

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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 and foundation skills:

sell different automotive products or services to three different customers, in which the sale must involve:

complying with legal requirements

providing accurate product or service and consumer information to customers

correctly completing required sales documentation.

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Knowledge Evidence

Individuals must be able to demonstrate knowledge of:

requirements of relevant legislation, standards and codes of conduct relating to the sale of automotive products and services, including consumer rights and guarantees under the Australian Consumer Law (ACL), including:

consumer guarantees applying to products

consumer guarantees applying to services

exceptions to consumer guarantees

compensation for damages and loss

manufacturer’s liability for faulty products

lawful wording of refund and return signs

customer complaint resolution

roles of the Australian Competition and Consumer Commission (ACCC) in relation to consumer guarantees, including:

providing guidance on consumer guarantees

investigating complaints

taking action on behalf of individuals

types and application of product sale documentation, including procedures for completing and storing documentation.

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