Establish customer requirements of a complex nature

Formats and tools

Unit Description
Reconstruct the unit from the xml and display it as an HTML page.
Assessment Tool
an assessor resource that builds a framework for writing an assessment tool
Assessment Template
generate a spreadsheet for marking this unit in a classroom environment. Put student names in the top row and check them off as they demonstrate competenece for each of the unit's elements and performance criteria.
Assessment Matrix
a slightly different format than the assessment template. A spreadsheet with unit names, elements and performance criteria in separate columns. Put assessment names in column headings to track which performance criteria each one covers. Good for ensuring that you've covered every one of the performance criteria with your assessment instrument (all assessement tools together).
Wiki Markup
mark up the unit in a wiki markup codes, ready to copy and paste into a wiki page. The output will work in most wikis but is designed to work particularly well as a Wikiversity learning project.
Evidence Guide
create an evidence guide for workplace assessment and RPL applicants
Competency Mapping Template
Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners. A template for developing assessments for a unit, which will help you to create valid, fair and reliable assessments for the unit, ready to give to trainers and students
Observation Checklist
create an observation checklist for workplace assessment and RPL applicants. This is similar to the evidence guide above, but a little shorter and friendlier on your printer. You will also need to create a seperate Assessor Marking Guide for guidelines on gathering evidence and a list of key points for each activity observed using the unit's range statement, required skills and evidence required (see the unit's html page for details)

Self Assessment Survey
A form for students to assess thier current skill levels against each of the unit's performance criteria. Cut and paste into a web document or print and distribute in hard copy.
Moodle Outcomes
Create a csv file of the unit's performance criteria to import into a moodle course as outcomes, ready to associate with each of your assignments. Here's a quick 'how to' for importing these into moodle 2.x
Registered Training Organisations
Trying to find someone to train or assess you? This link lists all the RTOs that are currently registered to deliver AURC362721A, 'Establish customer requirements of a complex nature'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Establish customer requirements of a complex nature' on fishpond.com.au. This online store has a huge range of books, pretty reasonable prices, free delivery in Australia *and* they give a small commission to ntisthis.com for every purchase, so go nuts :)


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Confirm customer requirements

1.1. Questioning and active listening techniques are used to clarify customer needs

1.2. Customer requirements are elicited professionally, courteously, with tact and without presumptions

1.3. Customer requirements are fed back accurately and concisely to the customer for confirmation

1.4. Customer requirements are documented accurately in language that can be understood by the customer and by staff

1.5. Customer requirements are documented in accordance with industry, legal and/or enterprise standards and procedures

1.6. Customer acknowledgement and confirmation of the documented requirements are obtained

2. Advise customer of available options

2.1. Viable options to customer needs are generated by the employee

2.2. Viable options that conform to industry, legal and/or enterprise policies and procedures are generated by the employee

2.3. Suppliers are contacted to research options

2.4. Options are explained and discussed with the customer to facilitate customer understanding

2.5. Supporting information is made available to the customer, to facilitate customer understanding

2.6. Benefits and approximate costs of each option are explained to the customer to facilitate informed decision making

3. Inform customer of costs

3.1. Customer is provided with estimated costs and timeframes of selected option

3.2. Costs and timeframes are communicated verbally or in writing, in accordance with enterprise standards and procedures

3.3. Sale or service conditions are explained to customer

4. Agree action plan with customer

4.1. Customer's preferred option, including agreed delivery timeframe, is detailed in action plan

4.2. Agreed action plan is documented

4.3. Customer commitment to agreed action plan is gained, in accordance with enterprise requirements

4.4. Assistance with paperwork requiring completion by customer is provided

4.5. Customer feedback is sought on services provided


Qualifications and Skillsets

AURC362721A appears in the following qualifications:

  • MSA40710 - Certificate IV in Recreational Vehicle and Accessories Retailing
  • MSA30710 - Certificate III in Recreational Vehicle and Accessories Retailing
  • AUR31205 - Certificate III in Automotive Retail, Service and Repair
  • AUR20105 - Certificate II in Automotive Administration
  • AUR30105 - Certificate III in Automotive Administration
  • AUR50105 - Diploma of Automotive Management
  • AUR40105 - Certificate IV in Automotive Management