Maintain customer aftermarket relations

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 AURSAA002, 'Maintain customer aftermarket relations'.
Google Links
links to google searches, with filtering in place to maximise the usefulness of the returned results
Books
Reference books for 'Maintain customer aftermarket relations' 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

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. Establish customer aftermarket needs, trends and opportunities

1.1 Customer aftermarket needs are monitored using formal and informal communication channels and networks

1.2 Aftermarket products and services are assessed to determine if they meet customer needs

1.3 Customer aftermarket trends are documented and reported to appropriate persons for planning and continuous improvement opportunities

2. Update aftermarket customer database

2.1 Customer database and documents are regularly updated and vital data is kept for current and prospective customers

2.2 Customer sales and service history is gathered and entered into database

2.3 Customer data is uploaded, edited and maintained regularly to ensure databases are up-to-date

3. Process customer feedback

3.1 Customer feedback is assessed to determine customer needs

3.2 Customer needs are responded to according to workplace procedures

3.3 Customer is contacted where appropriate to clarify and confirm feedback

3.4 Response to customer is provided to satisfactorily meet their expectations

4. Provide aftermarket service

4.1 Workplace sales and service standards that align with customer expectations are identified and selected

4.2 Customer loyalty strategies appropriate to customer profile are selected and implemented according to workplace procedures

4.3 Aftermarket service is reviewed regularly to ensure customer and workplace needs are met

4.4 Information that assists with improving sales and service operations and activities is provided to appropriate personnel


Qualifications and Skillsets

AURSAA002 appears in the following qualifications:

  • AUR30116 - Certificate III in Automotive Administration