Application
This unit describes the performance outcomes required to present aftermarket or integrated vehicle technology information and vehicle operating instructions to customers at point-of-sale, delivery or handover. It involves explaining and demonstrating product and operational vehicle technology to a diverse range of customers purchasing a motor vehicle.
It applies to those working in the automotive sales and service industry.
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. Obtain and evaluate aftermarket or integrated vehicle technology information | 1.1 Vehicle and aftermarket accessory instructions are located and analysed to determine key operational features 1.2 Workplace procedures, including safety requirements relevant to vehicle handover, are accessed and followed 1.3 Vehicle operating instructions are analysed to identify correct operating procedures 1.4 Information relating to vehicle type and model operating instructions is regularly reviewed and updated |
2. Communicate information to customers | 2.1 Vehicle features, technology and functions are explained and demonstrated to customers according to dealership procedures 2.2 Difficult to interpret operating instructions are simplified and communicated to customer 2.3 Key information is communicated to customer in a professional manner |
3. Record vehicle handover information | 3.1 Customer vehicle handover information is recorded and sign-off obtained according to workplace procedures 3.2 Information is recorded accurately using workplace systems and procedures 3.3 Key items and accessories are supplied to customer |
4. Recommend and implement improvements to vehicle handover | 4.1 Feedback is sought on vehicle handover techniques and evaluated according to workplace procedures 4.2 Vehicle handover techniques are regularly reviewed and improvements that maximise effective customer service and repeat business are implemented as required |
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 and foundation skills:
provide clear and accurate technology information and operating instructions relating to a vehicle to two different customers at point-of-sale, delivery or handover.
Evidence of Knowledge
Individuals must be able to demonstrate knowledge of:
vehicle technical product knowledge relevant to the operation of vehicle technology systems, including:
infotainment systems
navigation systems
blue tooth systems
keyless entry
interior adjustment systems
basic maintenance requirements
spare wheel replacement procedures
warning lights
vehicle safety cameras
park assist systems
climate control system
passenger safety systems
diesel particulate diffuser and filter system regeneration
face-to-face and telephone communication techniques, including active listening and questioning
key features of loyalty programs and strategies for encouraging repeat business
workplace or dealership processes for maintaining customer databases.
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 provided vehicle technology information to customers at vehicle point-of-sale or delivery, e.g. sales invoices.
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 sales workplace or simulated location
two different vehicles and integrated technologies
owner manuals, handbooks and specifications containing vehicle information relating to relevant make and model
two different customers requiring commercially realistic point-of-sale delivery or handover information regarding vehicle features and technology.
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: | independently research information to build expertise and vehicle product knowledge. |
Reading skills to: | interpret written specifications, operating instructions and charts in owner and integrated equipment manuals. |
Oral communication skills to: | convey vehicle information using clear, concise and jargon-free language in a tone and pace appropriate for the customer. |
Numeracy skills to: | interpret, calibrate or set vehicle operating equipment and system settings. |
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.
Sectors
Sales and Marketing
Competency Field
Sales and Parts, Administration and Management