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.
Elements and Performance Criteria
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 |
Evidence of Performance
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.
Evidence of Knowledge
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:
anti
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.
Assessment Conditions
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.
Foundation Skills
This section describes those language, literacy, numeracy and employment skills that are essential to performance and are not explicit in the performance criteria.
Skills | Description |
Learning skills to: | use customer feedback and experience to inform future options and customer dealings. |
Reading skills to: | interpret sales or service conditions relating to workplace products and services research and review information about product and service options that meet customer needs. |
Writing skills to: | legibly and accurately complete workplace action plans, quotations and documentation outlining customer requirements and options. |
Oral communication skills to: | summarise and present key information in presenting options to customers relate to people from diverse backgrounds using clear language and tone, and unambiguous terminology. |
Numeracy skills to: | use mathematical operations, including addition, subtraction, multiplication, division, and percentages, to determine price and timeframes suitable to customer options. |
Digital literacy skills to: | use digital systems and tools to: communicate with others access, search and retrieve information relating to products and services. |
Planning and organising skills to: | use a planned approach to sequence and schedule customer requirements in the action plan. |
Problem solving skills to: | develop solutions unique to a customer and their issue use conflict resolution techniques to avoid escalation of issues. |
Technology skills to: | use office equipment to prepare written information and to communicate with customers and suppliers via a range of channels. |
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.
Options must include: | benefits timeframes approximate costs. |
Documented action plan must include: | agreed delivery timeframe agreed cost. |
Sectors
Sales and Marketing
Competency Field
Common