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Evidence Guide: AURSAA2002 - Maintain customer aftermarket relations

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

 

AURSAA2002 - Maintain customer aftermarket relations

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

Establish customer needs

  1. Customer needs are regularly monitored via formal and informal communication channels
  2. Products and services are assessed against customer needs to determine the ability of the workplace to meet customer aftermarket needs
  3. Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes
Customer needs are regularly monitored via formal and informal communication channels

Completed
Date:

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Products and services are assessed against customer needs to determine the ability of the workplace to meet customer aftermarket needs

Completed
Date:

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Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes

Completed
Date:

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Update workplace customer database

  1. Customer database and documents are regularly updated and vital data is kept for existing and potential customers
  2. Customer data is maintained to ensure databases are current
  3. Information on customers’ sales and service history is gathered and entered into database
Customer database and documents are regularly updated and vital data is kept for existing and potential customers

Completed
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Customer data is maintained to ensure databases are current

Completed
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Information on customers’ sales and service history is gathered and entered into database

Completed
Date:

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Process customer feedback

  1. Customer requirements are determined
  2. Customer requirements are responded to according to workplace policies and procedures
  3. Customer is contacted where appropriate to clarify and confirm feedback
  4. Response to customer is provided in a satisfactory manner that meets expectations
Customer requirements are determined

Completed
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Customer requirements are responded to according to workplace policies and procedures

Completed
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Customer is contacted where appropriate to clarify and confirm feedback

Completed
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Response to customer is provided in a satisfactory manner that meets expectations

Completed
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Maintain professional treatment of customer

  1. Workplace sales and service policy standards are regularly reviewed to ensure customer expectations are met
  2. Customer loyalty strategies are established and implemented to secure customer loyalty
  3. Customer service is provided in a professional manner
  4. Work activities are reviewed regularly to ensure customer requirements are met
  5. Staff are actively involved in providing customer information to improve sales and service operations and activities
Workplace sales and service policy standards are regularly reviewed to ensure customer expectations are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer loyalty strategies are established and implemented to secure customer loyalty

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer service is provided in a professional manner

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Work activities are reviewed regularly to ensure customer requirements are met

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Staff are actively involved in providing customer information to improve sales and service operations and activities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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 and current customer databases according to workplace policies and procedures

monitor, review and assess customer needs and trends

ensure appropriate treatment of customers.

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

information relating to customer service

telephone directory

legislation and codes of practice

computer

database software

customer information and workplace policies and procedures

a range of customers with different requirements, real or simulated

a communication system or a range of communication equipment

real or simulated customer database.

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.

Required Skills and Knowledge

Required skills

communication skills to follow workplace verbal instructions

initiative and enterprise skills to:

recognise a customer problem or potential problem and take action

adapt sales and service activities to customer aftermarket relations and communications

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

literacy skills to:

understand quality procedures

read and follow information in written job instructions, specifications, standard operating procedures, lists, drawings and other reference documents

numeracy skills to interpret workplace charts and database

planning and organising skills to:

plan aftermarket activities and processes

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

identify risk factors and take action to minimise them

problem-solving skills to:

refer problems outside area of responsibility to appropriate person

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

follow workplace policy

teamwork skills to:

work with diverse individuals and groups

apply knowledge of own role to complete activities efficiently to support team activities and tasks

technology skills to use IT to collect and store customer information

Required knowledge

procedures for customer service

product knowledge

processes for maintaining customer databases

strategies for dealing with difficult customers

allocated duties and responsibilities

workplace services

location of departments, sections and telephone extensions

workplace procedures and processes for customer service relating to:

workplace health and safety (WHS)

consumer law

fair trading legislation

Range Statement

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.

Customer may include:

regular client

new client

person or workplace receiving product or service

person or workplace with the potential to receive product or service

colleague.

Communication may include:

email

Facebook

face-to-face

surveys

telephone

Twitter

written and verbal.

Database may include:

customer contact details

purchase history

services history

information and enquiry requests

special customer requests and needs

workplace customer rating

business, social and individual group listing.

Workplace policies and procedures may include:

workplace operational policies and procedures

workplace customer service policy

product manufacturer and component supplier specifications

legislative and regulatory requirements

industry codes of practice

customer follow-up procedures

post-sale and post-service workplace policy.

Customer loyalty may include:

product and services update

quality of products or services

complementary products or services

client reward schemes

credit or discount facilities

formal letters of thanks

promotional items

follow-up phone calls.