Assessor Resource

AURSAA2002
Maintain customer aftermarket relations

Assessment tool

Version 1.0
Issue Date: May 2024


Work applies to those working in an automotive administration or sales-related position in a wide range of automotive workplace that build after-market long-term relationships with customers.

These people provide advice and after-market support to customers in the automotive retail, service and repair sectors of the industry.

This unit describes the performance outcomes required to work in an aftermarket role in customer relations. It covers communication processes, addressing customer needs, and other post-sale and service activities.

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

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.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

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

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.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer needs are regularly monitored via formal and informal communication channels 
Products and services are assessed against customer needs to determine the ability of the workplace to meet customer aftermarket needs 
Trends in customer service needs are documented and reported to appropriate persons periodically for planning purposes 
Customer database and documents are regularly updated and vital data is kept for existing and potential customers 
Customer data is maintained to ensure databases are current 
Information on customers’ sales and service history is gathered and entered into database 
Customer requirements are determined 
Customer requirements are responded to according to workplace policies and procedures 
Customer is contacted where appropriate to clarify and confirm feedback 
Response to customer is provided in a satisfactory manner that meets expectations 
Workplace sales and service policy standards are regularly reviewed to ensure customer expectations are met 
Customer loyalty strategies are established and implemented to secure customer loyalty 
Customer service is provided in a professional manner 
Work activities are reviewed regularly to ensure customer requirements are met 
Staff are actively involved in providing customer information to improve sales and service operations and activities 

Forms

Assessment Cover Sheet

AURSAA2002 - Maintain customer aftermarket relations
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

AURSAA2002 - Maintain customer aftermarket relations

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: