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Evidence Guide: AURACA001 - Respond to customer needs and enquiries in an automotive workplace

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

AURACA001 - Respond to customer needs and enquiries in an automotive workplace

What evidence can you provide to prove your understanding of each of the following citeria?

Identify customer need or enquiry regarding product or service

  1. Customer is greeted according to workplace procedures and customer service standards
  2. Customer requirement relating to specific product or service is identified and clarified
  3. Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
Customer is greeted according to workplace procedures and customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirement relating to specific product or service is identified and clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and advice to customer

  1. Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
  2. Questions are asked to confirm that information satisfies customer need or enquiry
  3. Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are asked to confirm that information satisfies customer need or enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise customer contact

  1. Customer feedback about product or service is sought and recorded as required according to workplace procedures
  2. Required follow-up action is completed effectively according to workplace procedures and timeframes
  3. Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
  4. Interaction with customer is concluded in line with workplace procedures and customer service standards
Customer feedback about product or service is sought and recorded as required according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Required follow-up action is completed effectively according to workplace procedures and timeframes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interaction with customer is concluded in line with workplace procedures and customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Identify customer need or enquiry regarding product or service

  1. Customer is greeted according to workplace procedures and customer service standards
  2. Customer requirement relating to specific product or service is identified and clarified
  3. Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
Customer is greeted according to workplace procedures and customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer requirement relating to specific product or service is identified and clarified

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide information and advice to customer

  1. Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
  2. Questions are asked to confirm that information satisfies customer need or enquiry
  3. Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Questions are asked to confirm that information satisfies customer need or enquiry

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Finalise customer contact

  1. Customer feedback about product or service is sought and recorded as required according to workplace procedures
  2. Required follow-up action is completed effectively according to workplace procedures and timeframes
  3. Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
  4. Interaction with customer is concluded in line with workplace procedures and customer service standards
Customer feedback about product or service is sought and recorded as required according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Required follow-up action is completed effectively according to workplace procedures and timeframes

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Interaction with customer is concluded in line with workplace procedures and customer service standards

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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. Identify customer need or enquiry regarding product or service

1.1 Customer is greeted according to workplace procedures and customer service standards

1.2 Customer requirement relating to specific product or service is identified and clarified

1.3 Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

2. Provide information and advice to customer

2.1 Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

2.2 Questions are asked to confirm that information satisfies customer need or enquiry

2.3 Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

3. Finalise customer contact

3.1 Customer feedback about product or service is sought and recorded as required according to workplace procedures

3.2 Required follow-up action is completed effectively according to workplace procedures and timeframes

3.3 Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

3.4 Interaction with customer is concluded in line with workplace procedures and customer service standards

Required Skills and Knowledge

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. Identify customer need or enquiry regarding product or service

1.1 Customer is greeted according to workplace procedures and customer service standards

1.2 Customer requirement relating to specific product or service is identified and clarified

1.3 Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority

2. Provide information and advice to customer

2.1 Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty

2.2 Questions are asked to confirm that information satisfies customer need or enquiry

2.3 Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel

3. Finalise customer contact

3.1 Customer feedback about product or service is sought and recorded as required according to workplace procedures

3.2 Required follow-up action is completed effectively according to workplace procedures and timeframes

3.3 Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required

3.4 Interaction with customer is concluded in line with workplace procedures and customer service standards

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:

identify needs or enquiries of three different customers with different requirements, including one dissatisfied customer

provide advice or information on automotive products and services to above customers.

Individuals must be able to demonstrate knowledge of:

techniques for assisting customers, including:

effective questioning

active listening

building rapport

explaining clear options

making recommendations

finalising contact

customer service standards and practices relevant to automotive workplaces, including:

greeting and farewelling customers

recording customer requirements and enquiries

customer service delivery standards

contact and follow-up procedures

indicators of customer dissatisfaction, including verbal and non-verbal cues

techniques for resolving customer problems, including procedures for complaint escalation

key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)

procedures for making referrals relating to:

customer dissatisfaction

suppliers of other products and services

key features and benefits of workplace-specific products and services

techniques for undertaking basic calculations to provide information to customers relating to quantities, timeframes, and delivery of automotive products and services.

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.

Clarificationmust include:

open and closed questioning

active listening.

Information must include:

explaining features and benefits of workplace product or service using clear, jargon-free language

discussing alternative product or service where appropriate

recommending product or service suitable to customer requirements.