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Evidence Guide: AURSCA005 - Sell automotive products and services

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

 

AURSCA005 - Sell automotive products and services

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

Engage customer and identify potential sale

  1. Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures
  2. Appropriate interpersonal skills are used to engage the customer
  3. Customer needs and expectations for specific products and services are identified through questioning and active listening
Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate interpersonal skills are used to engage the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs and expectations for specific products and services are identified through questioning and active listening

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present and demonstrate product or service to customer

  1. Product or service options that best meet customer needs are selected
  2. Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction
  3. Customers are given the opportunity, if appropriate, to test or trial the product or service
  4. Customers are assisted to identify their preferred option
Product or service options that best meet customer needs are selected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are given the opportunity, if appropriate, to test or trial the product or service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are assisted to identify their preferred option

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain customer agreement to purchase product or service

  1. Price for product or service is discussed or negotiated and agreed
  2. Sale is made using appropriate closing technique
  3. Sale is processed and documented according to workplace procedures
Price for product or service is discussed or negotiated and agreed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sale is made using appropriate closing technique

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sale is processed and documented according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete transaction and customer follow-up procedures

  1. Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures
  2. Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities
  3. Opportunities for value adding or repeat sales are identified and follow-up action is taken as required
  4. Customer records are completed and plans are developed for follow-up of potential new sales of products and services
Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities for value adding or repeat sales are identified and follow-up action is taken as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer records are completed and plans are developed for follow-up of potential new sales of products and services

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Engage customer and identify potential sale

  1. Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures
  2. Appropriate interpersonal skills are used to engage the customer
  3. Customer needs and expectations for specific products and services are identified through questioning and active listening
Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Appropriate interpersonal skills are used to engage the customer

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs and expectations for specific products and services are identified through questioning and active listening

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present and demonstrate product or service to customer

  1. Product or service options that best meet customer needs are selected
  2. Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction
  3. Customers are given the opportunity, if appropriate, to test or trial the product or service
  4. Customers are assisted to identify their preferred option
Product or service options that best meet customer needs are selected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are given the opportunity, if appropriate, to test or trial the product or service

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customers are assisted to identify their preferred option

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Obtain customer agreement to purchase product or service

  1. Price for product or service is discussed or negotiated and agreed
  2. Sale is made using appropriate closing technique
  3. Sale is processed and documented according to workplace procedures
Price for product or service is discussed or negotiated and agreed

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sale is made using appropriate closing technique

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Sale is processed and documented according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Complete transaction and customer follow-up procedures

  1. Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures
  2. Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities
  3. Opportunities for value adding or repeat sales are identified and follow-up action is taken as required
  4. Customer records are completed and plans are developed for follow-up of potential new sales of products and services
Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities for value adding or repeat sales are identified and follow-up action is taken as required

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer records are completed and plans are developed for follow-up of potential new sales of products and services

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. Engage customer and identify potential sale

1.1 Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures

1.2 Appropriate interpersonal skills are used to engage the customer

1.3 Customer needs and expectations for specific products and services are identified through questioning and active listening

2. Present and demonstrate product or service to customer

2.1 Product or service options that best meet customer needs are selected

2.2 Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction

2.3 Customers are given the opportunity, if appropriate, to test or trial the product or service

2.4 Customers are assisted to identify their preferred option

3. Obtain customer agreement to purchase product or service

3.1 Price for product or service is discussed or negotiated and agreed

3.2 Sale is made using appropriate closing technique

3.3 Sale is processed and documented according to workplace procedures

4. Complete transaction and customer follow-up procedures

4.1 Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures

4.2 Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities

4.3 Opportunities for value adding or repeat sales are identified and follow-up action is taken as required

4.4 Customer records are completed and plans are developed for follow-up of potential new sales of products and services

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. Engage customer and identify potential sale

1.1 Welcoming customer environment is maintained and customer is approached in a timely and professional manner according to workplace procedures

1.2 Appropriate interpersonal skills are used to engage the customer

1.3 Customer needs and expectations for specific products and services are identified through questioning and active listening

2. Present and demonstrate product or service to customer

2.1 Product or service options that best meet customer needs are selected

2.2 Product or service features, functions and accessories are explained and demonstrated, eliciting customer interaction

2.3 Customers are given the opportunity, if appropriate, to test or trial the product or service

2.4 Customers are assisted to identify their preferred option

3. Obtain customer agreement to purchase product or service

3.1 Price for product or service is discussed or negotiated and agreed

3.2 Sale is made using appropriate closing technique

3.3 Sale is processed and documented according to workplace procedures

4. Complete transaction and customer follow-up procedures

4.1 Product or service transaction is supplied or delivered to customer according to supplier specifications and workplace delivery procedures

4.2 Customer satisfaction is determined and remedial action is taken as required to maximise repeat business or referral opportunities

4.3 Opportunities for value adding or repeat sales are identified and follow-up action is taken as required

4.4 Customer records are completed and plans are developed for follow-up of potential new sales of products and services

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:

sell automotive products or services to three different customers in an automotive sales and service workplace or simulated location.

Individuals must be able to demonstrate knowledge of:

sales communication techniques, including:

customer buying signals

effective face-to-face and telephone selling techniques

upselling and value adding sales techniques

active listening and questioning techniques

strategies for dealing with dissatisfied customers

key features of loyalty programs and strategies for encouraging repeat business

workplace procedures relating to:

sales processes

dealing with customers

complaints handling

consumer rights and responsibilities

key features of point-of-sale equipment, stock databases and service delivery calendars

key legal requirements relating to selling automotive products and services, including obligations under the Australian Consumer Law (ACL).

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.