Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners
AURSAA002 Mapping and Delivery Guide
Maintain customer aftermarket relations
Version 1.0
Issue Date: May 2024
Qualification | - |
Unit of Competency | AURSAA002 - Maintain customer aftermarket relations |
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Description | |||
Employability Skills | |||
Learning Outcomes and Application | This unit describes the performance outcomes required to work in a customer service role with a focus on automotive aftermarket sales and service. It involves providing after-market advice and support, establishing and addressing customer needs while maintaining post-sale service relationships, and building long-term relationships with customers.It applies to those working in the automotive administration or sales industry.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication. | ||
Duration and Setting | X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting. Assessors must satisfy NVR/AQTF assessor requirements. Competency is to be assessed in the workplace or a simulated environment that accurately reflects performance in a real workplace setting. Assessment must include direct observation of tasks. Where assessment of competency includes third-party evidence, individuals must provide evidence that links them to maintaining customer aftermarket relations, e.g. customer feedback forms. Assessors must verify performance evidence through questioning on skills and knowledge to ensure correct interpretation and application. The following resources must be made available: automotive sales and service workplace or simulated workplace computer with customer database and information three different customers with different aftermarket requirements. |
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Prerequisites/co-requisites | |||
Competency Field | Sales and Parts, Administration and Management |
Development and validation strategy and guide for assessors and learners | Student Learning Resources | Handouts Activities |
Slides PPT |
Assessment 1 | Assessment 2 | Assessment 3 | Assessment 4 | |
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Elements of Competency | Performance Criteria | |||||||
Element: Establish customer aftermarket needs, trends and opportunities |
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Element: Update aftermarket customer database |
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Element: Process customer feedback |
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Element: Provide aftermarket service |
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Element: Establish customer aftermarket needs, trends and opportunities |
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Element: Update aftermarket customer database |
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Element: Process customer feedback |
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Element: Provide aftermarket service |
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