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Evidence Guide: AURACA003 - Build customer relations 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

 

AURACA003 - Build customer relations in an automotive workplace

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

Maintain customer database

  1. Information relating to new customers is uploaded regularly to database according to workplace procedures
  2. Information relating to existing customers is regularly updated to maintain relevance and currency of database
  3. Information relating to customers and their sales and service history is accessed and analysed
Information relating to new customers is uploaded regularly to database according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information relating to existing customers is regularly updated to maintain relevance and currency of database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information relating to customers and their sales and service history is accessed and analysed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine customer value-adding opportunities

  1. Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels
  2. Current automotive products and services are assessed against customer needs
  3. Trends in customer service needs and value-adding opportunities are documented and reported to supervisor
Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Current automotive products and services are assessed against customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trends in customer service needs and value-adding opportunities are documented and reported to supervisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to workplace business operations

  1. Customer service operations are reviewed with supervisor to check alignment with current customer service requirements
  2. Recommendations for changes to customer service operations are made following consultation with supervisor
Customer service operations are reviewed with supervisor to check alignment with current customer service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommendations for changes to customer service operations are made following consultation with supervisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain customer database

  1. Information relating to new customers is uploaded regularly to database according to workplace procedures
  2. Information relating to existing customers is regularly updated to maintain relevance and currency of database
  3. Information relating to customers and their sales and service history is accessed and analysed
Information relating to new customers is uploaded regularly to database according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information relating to existing customers is regularly updated to maintain relevance and currency of database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Information relating to customers and their sales and service history is accessed and analysed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine customer value-adding opportunities

  1. Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels
  2. Current automotive products and services are assessed against customer needs
  3. Trends in customer service needs and value-adding opportunities are documented and reported to supervisor
Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Current automotive products and services are assessed against customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Trends in customer service needs and value-adding opportunities are documented and reported to supervisor

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Contribute to workplace business operations

  1. Customer service operations are reviewed with supervisor to check alignment with current customer service requirements
  2. Recommendations for changes to customer service operations are made following consultation with supervisor
Customer service operations are reviewed with supervisor to check alignment with current customer service requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Recommendations for changes to customer service operations are made following consultation with supervisor

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. Maintain customer database

1.1 Information relating to new customers is uploaded regularly to database according to workplace procedures

1.2 Information relating to existing customers is regularly updated to maintain relevance and currency of database

1.3 Information relating to customers and their sales and service history is accessed and analysed

2. Determine customer value-adding opportunities

2.1 Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels

2.2 Current automotive products and services are assessed against customer needs

2.3 Trends in customer service needs and value-adding opportunities are documented and reported to supervisor

3. Contribute to workplace business operations

3.1 Customer service operations are reviewed with supervisor to check alignment with current customer service requirements

3.2 Recommendations for changes to customer service operations are made following consultation with supervisor

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. Maintain customer database

1.1 Information relating to new customers is uploaded regularly to database according to workplace procedures

1.2 Information relating to existing customers is regularly updated to maintain relevance and currency of database

1.3 Information relating to customers and their sales and service history is accessed and analysed

2. Determine customer value-adding opportunities

2.1 Customer needs and value-adding opportunities are regularly monitored via information accessible on the company database and through informal channels

2.2 Current automotive products and services are assessed against customer needs

2.3 Trends in customer service needs and value-adding opportunities are documented and reported to supervisor

3. Contribute to workplace business operations

3.1 Customer service operations are reviewed with supervisor to check alignment with current customer service requirements

3.2 Recommendations for changes to customer service operations are made following consultation with supervisor

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:

update and maintain a customer database according to workplace procedures

provide a report that shows evidence of monitoring and reviewing information relating to customer needs and value-adding opportunities

provide evidence of conducting one of the following activities to address customer service standards and requirements:

staff or team meeting

staff or team training session

staff or team information session

staff or team member feedback or review.

Individuals must be able to demonstrate knowledge of:

procedures for using workplace databases, including:

accessing database and entering data

retrieving data

analysing data, including basic statistical processes, including mean, median and mode

presenting data, including tables and graphs

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

recording customer requirements and enquiries

contact and follow-up procedures

feedback and complaints handling, including feedback surveys

techniques for value adding to customer services, including creating positive consumer experiences through customer-centred approaches

procedures for comparing actual customer service operations against expected operations.

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.