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

AURACA002 Mapping and Delivery Guide
Manage complex customer requirements in an automotive workplace

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency AURACA002 - Manage complex customer requirements in an automotive workplace
Description
Employability Skills
Learning Outcomes and Application This unit describes the performance outcomes required to manage and assist customers with complex automotive industry product or service requirements. It involves confirming customer needs, suggesting options and providing costs, and determining a course of action for customers with complex requirements.It applies to those working in customer service sales and administrative roles 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 managed complex customer issues in an automotive workplace, e.g. complaints register.

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

The following resources must be made available:

automotive workplace or simulated workplace

workplace procedures relating to customer service

three different customers with different complex requirements

commercially realistic workplace with manufacturer and/or supplier product or service information

computer hardware and software and general office equipment.
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: 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
       
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       
Element: 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
       


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. Confirm customer requirements

1.1 Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements

1.2 Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements

1.3 Customer acknowledgement and confirmation of the documented requirements are obtained

2. Advise customer of available options

2.1 Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures

2.2 Further information is researched as required to confirm or clarify options

2.3 Options are explained and discussed with customer to assist informed decision making

2.4 Supporting information is provided as required to assist customer understanding

2.5 Sales or service conditions are communicated verbally or in writing according to workplace procedures

3. Agree action plan with customer

3.1 Customer's preferred option is detailed and documented in action plan

3.2 Customer commitment to agreed action plan is gained according to workplace procedures

3.3 Assistance in completing relevant documentation is provided to customers as required

3.4 Customer feedback is sought on services provided

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.

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.

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. Confirm customer requirements

1.1 Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements

1.2 Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements

1.3 Customer acknowledgement and confirmation of the documented requirements are obtained

2. Advise customer of available options

2.1 Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures

2.2 Further information is researched as required to confirm or clarify options

2.3 Options are explained and discussed with customer to assist informed decision making

2.4 Supporting information is provided as required to assist customer understanding

2.5 Sales or service conditions are communicated verbally or in writing according to workplace procedures

3. Agree action plan with customer

3.1 Customer's preferred option is detailed and documented in action plan

3.2 Customer commitment to agreed action plan is gained according to workplace procedures

3.3 Assistance in completing relevant documentation is provided to customers as required

3.4 Customer feedback is sought on services provided

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.

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
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 
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 
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 
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 
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 
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 

Forms

Assessment Cover Sheet

AURACA002 - Manage complex customer requirements 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

AURACA002 - Manage complex customer requirements 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: