Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

AURACA001 Mapping and Delivery Guide
Respond to customer needs and enquiries in an automotive workplace

Version 1.0
Issue Date: March 2024


Qualification -
Unit of Competency AURACA001 - Respond to customer needs and enquiries in an automotive workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to identify customer needs and enquiries, and provide effective information and advice when supplying automotive products and services.It applies to those working in an automotive workplace.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

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 responded to customer needs and enquiries, e.g. complaints register.

Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application.

The following must be made available:

automotive workplace or simulated workplace

three different customers with different requirements, including one dissatisfied customer.

Prerequisites/co-requisites
Competency Field Common
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities
Slides
PPT
Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Identify customer need or enquiry regarding product or service
  • Customer is greeted according to workplace procedures and customer service standards
  • Customer requirement relating to specific product or service is identified and clarified
  • Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
       
Element: Provide information and advice to customer
  • Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
  • Questions are asked to confirm that information satisfies customer need or enquiry
  • Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
       
Element: Finalise customer contact
  • Customer feedback about product or service is sought and recorded as required according to workplace procedures
  • Required follow-up action is completed effectively according to workplace procedures and timeframes
  • Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
  • Interaction with customer is concluded in line with workplace procedures and customer service standards
       
Element: Identify customer need or enquiry regarding product or service
  • Customer is greeted according to workplace procedures and customer service standards
  • Customer requirement relating to specific product or service is identified and clarified
  • Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
       
Element: Provide information and advice to customer
  • Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
  • Questions are asked to confirm that information satisfies customer need or enquiry
  • Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
       
Element: Finalise customer contact
  • Customer feedback about product or service is sought and recorded as required according to workplace procedures
  • Required follow-up action is completed effectively according to workplace procedures and timeframes
  • Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
  • Interaction with customer is concluded in line with workplace procedures and customer service standards
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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. Identify customer need or enquiry regarding product or service

1.1 Customer is greeted according to workplace procedures and customer service standards

1.2 Customer requirement relating to specific product or service is identified and clarified

1.3 Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

2. Provide information and advice to customer

2.1 Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

2.2 Questions are asked to confirm that information satisfies customer need or enquiry

2.3 Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

3. Finalise customer contact

3.1 Customer feedback about product or service is sought and recorded as required according to workplace procedures

3.2 Required follow-up action is completed effectively according to workplace procedures and timeframes

3.3 Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

3.4 Interaction with customer is concluded in line with workplace procedures and customer service standards

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:

identify needs or enquiries of three different customers with different requirements, including one dissatisfied customer

provide advice or information on automotive products and services to above customers.

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.


Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)


Assessment Tasks

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. Identify customer need or enquiry regarding product or service

1.1 Customer is greeted according to workplace procedures and customer service standards

1.2 Customer requirement relating to specific product or service is identified and clarified

1.3 Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

2. Provide information and advice to customer

2.1 Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

2.2 Questions are asked to confirm that information satisfies customer need or enquiry

2.3 Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

3. Finalise customer contact

3.1 Customer feedback about product or service is sought and recorded as required according to workplace procedures

3.2 Required follow-up action is completed effectively according to workplace procedures and timeframes

3.3 Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

3.4 Interaction with customer is concluded in line with workplace procedures and customer service standards

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.

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

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer is greeted according to workplace procedures and customer service standards 
Customer requirement relating to specific product or service is identified and clarified 
Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority 
Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty 
Questions are asked to confirm that information satisfies customer need or enquiry 
Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel 
Customer feedback about product or service is sought and recorded as required according to workplace procedures 
Required follow-up action is completed effectively according to workplace procedures and timeframes 
Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required 
Interaction with customer is concluded in line with workplace procedures and customer service standards 
Customer is greeted according to workplace procedures and customer service standards 
Customer requirement relating to specific product or service is identified and clarified 
Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority 
Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty 
Questions are asked to confirm that information satisfies customer need or enquiry 
Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel 
Customer feedback about product or service is sought and recorded as required according to workplace procedures 
Required follow-up action is completed effectively according to workplace procedures and timeframes 
Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required 
Interaction with customer is concluded in line with workplace procedures and customer service standards 

Forms

Assessment Cover Sheet

AURACA001 - Respond to customer needs and enquiries in an automotive workplace
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:


Assessment Record Sheet

AURACA001 - Respond to customer needs and enquiries in an automotive workplace

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: