Work applies to the automotive vehicle and component sales environment and involves the application of skills and knowledge when explaining on-board vehicle technology to customers.

ELEMENT

PERFORMANCE CRITERIA

1. Obtain and evaluate on-board vehicle technology information

1.1. Vehicle and accessory instructions are located and analysed

1.2. Workplace, legislative and workplace health and safety (WHS) requirements relevant to vehicle handover procedures are complied with

1.3. Vehicle operating functions and technology are explained to customers

1.4. Vehicle operational instructions are read to identify correct operating procedures

1.5. Vehicle type and model instruction information is regularly reviewed and updated for customers

1.6. Vehicle information is assessed for its validity and reliability

1.7. Difficult to understand or inadequate operating instructions are simplified for customers

2. Communicate to customers

2.1. Vehicle technologies are communicated to customers according to dealership policies and procedures

2.2. Customer technology information is presented in a professional manner in line with dealership policy

2.3. Communications to customer regarding vehicle operating instructions are summarised so that they convey key points in a clear, concise manner in line with workplace procedures

3. Record vehicle handover information

3.1. Customer handover information is recorded according to workplace policy

3.2. Information is recorded and stored using workplace systems and procedures

4. Recommend and implement improvements to vehicle handover

4.1. Feedback is sought on vehicle handover techniques and improvements are evaluated and recommended

4.2. Vehicle handover strategies are maximised for customer service and repeat business

Required skills

communication skills to:

convey information in vehicle manuals and operational specification sheets

provide verbal instructions

initiative and enterprise skills to adapt vehicle technology information for customers

learning skills to identify sources of information, assistance and expert knowledge to expand skills, knowledge and understanding

literacy skills to read and follow information in written instructions, specifications, operating procedures, charts and other reference documents, such as owner’s manuals and instruction manuals

numeracy skills to interpret vehicle operating instrument settings

planning and organising skills to:

plan own work requirements and prioritise actions to achieve required outcomes and ensure tasks are completed on time

plan vehicle handover in line with workplace processes and customer activities

identify risk factors and take action to minimise them

problem-solving skills to:

recognise a customer problem or potential problem and take action

refer problems to appropriate person and suggest possible causes

seek information and assistance as required to solve problems

self-management skills to:

select and use appropriate customer communication procedures

recognise own limitations and seek advice

teamwork skills to work with diverse individuals and groups

technology skills to use IT to collect vehicle technology data and customer information

Required knowledge

product knowledge

processes for maintaining customer databases

procedures for dealing with customers

vehicle specification sheets

legislative and statutory requirements relating to:

WHS

consumer law

fair trading legislation

industry codes of practice

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge.

A person who demonstrates competency in this unit must be able to:

maintain relevant knowledge of vehicle technology information systems for customer needs

instruct customers in correct operation of vehicle technology

maintain a professional image with customers

identify and implement strategies for delivering vehicle technology information to different customer demographic groups.

Context of, and specific resources for assessment

Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting.

Assessment is to occur:

using standard workplace practices and procedures

following safety requirements

applying environmental constraints.

Assessment is to comply with relevant:

regulatory requirements

Australian standards

industry codes of practice.

The following resources must be made available for the assessment of this unit:

a workplace or simulated workplace

a range of vehicles

workplace customer handover policies and procedures

vehicle owner’s manuals with vehicle information relating to make, model and customer needs

vehicle technology specification instructions

vehicle illustrations and drawings

original equipment manufacturer (OEM) instructions

a range of customers with different requirements and demographics

legislation and codes of practice

computer.

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.

Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with the application of required skills and knowledge.

Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application.

Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.

Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients.

Assessment processes and techniques must be culturally sensitive and appropriate to the language, literacy and numeracy capacity of the candidate and the work being performed.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Instructions may include:

vehicle owner’s manuals

vehicle accessories instruction manuals

vehicle technology specification instructions

vehicle manufacturer websites and handbooks

vehicle instrument illustrations and drawings

OEM instructions.

Legislative requirements may include:

customer relations

workplace agreements

privacy Act

duty of care

employee relations

environment protection

industrial relations

industry codes of practice.

Workplace health and safety requirements may include:

workplace safety policies and procedures

personal protective equipment and clothing

use of fire-fighting equipment

first aid equipment

hazard and risk control and elimination, including of hazardous materials and substances

state and territory WHS legislation.

Vehicle operating functions and technology may include:

entertainment systems

navigation systems

blue tooth systems

keyless entry

interior adjustment systems

basic maintenance requirements

spare wheel replacement procedure

warning lights

vehicle safety cameras

park assist systems

climate control system

passenger safety systems

Communication may involve:

email

Facebook

face-to-face in vehicle

surveys

telephone

Twitter

written and verbal.

Dealership policies and procedures may include:

workplace operational policies and procedures

workplace customer service policy

vehicle handbook and operating instructions

legislative and regulatory requirements

industry codes of practice

customer handover procedures.

Sales and Parts, Administration and Management

Unit sector

Sales and Marketing

This unit contains employability skills.