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: May 2024
Qualification | - |
Unit of Competency | AURACA002 - Manage complex customer requirements in an automotive workplace |
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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. |
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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 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Confirm customer requirements |
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Element: Advise customer of available options |
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Element: Agree action plan with customer |
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Element: Confirm customer requirements |
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Element: Advise customer of available options |
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Element: Agree action plan with customer |
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