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Evidence Guide: AURSAA002 - Maintain customer aftermarket relations

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

 

AURSAA002 - Maintain customer aftermarket relations

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

Establish customer aftermarket needs, trends and opportunities

  1. Customer aftermarket needs are monitored using formal and informal communication channels and networks
  2. Aftermarket products and services are assessed to determine if they meet customer needs
  3. Customer aftermarket trends are documented and reported to appropriate persons for planning and continuous improvement opportunities
Customer aftermarket needs are monitored using formal and informal communication channels and networks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update aftermarket customer database

  1. Customer database and documents are regularly updated and vital data is kept for current and prospective customers
  2. Customer sales and service history is gathered and entered into database
  3. Customer data is uploaded, edited and maintained regularly to ensure databases are up-to-date
Customer database and documents are regularly updated and vital data is kept for current and prospective customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer sales and service history is gathered and entered into database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer feedback

  1. Customer feedback is assessed to determine customer needs
  2. Customer needs are responded to according to workplace procedures
  3. Customer is contacted where appropriate to clarify and confirm feedback
  4. Response to customer is provided to satisfactorily meet their expectations
Customer feedback is assessed to determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are responded to according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is contacted where appropriate to clarify and confirm feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Response to customer is provided to satisfactorily meet their expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide aftermarket service

  1. Workplace sales and service standards that align with customer expectations are identified and selected
  2. Customer loyalty strategies appropriate to customer profile are selected and implemented according to workplace procedures
  3. Aftermarket service is reviewed regularly to ensure customer and workplace needs are met
  4. Information that assists with improving sales and service operations and activities is provided to appropriate personnel
Workplace sales and service standards that align with customer expectations are identified and selected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Establish customer aftermarket needs, trends and opportunities

  1. Customer aftermarket needs are monitored using formal and informal communication channels and networks
  2. Aftermarket products and services are assessed to determine if they meet customer needs
  3. Customer aftermarket trends are documented and reported to appropriate persons for planning and continuous improvement opportunities
Customer aftermarket needs are monitored using formal and informal communication channels and networks

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Update aftermarket customer database

  1. Customer database and documents are regularly updated and vital data is kept for current and prospective customers
  2. Customer sales and service history is gathered and entered into database
  3. Customer data is uploaded, edited and maintained regularly to ensure databases are up-to-date
Customer database and documents are regularly updated and vital data is kept for current and prospective customers

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer sales and service history is gathered and entered into database

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Process customer feedback

  1. Customer feedback is assessed to determine customer needs
  2. Customer needs are responded to according to workplace procedures
  3. Customer is contacted where appropriate to clarify and confirm feedback
  4. Response to customer is provided to satisfactorily meet their expectations
Customer feedback is assessed to determine customer needs

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer needs are responded to according to workplace procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Customer is contacted where appropriate to clarify and confirm feedback

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Response to customer is provided to satisfactorily meet their expectations

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide aftermarket service

  1. Workplace sales and service standards that align with customer expectations are identified and selected
  2. Customer loyalty strategies appropriate to customer profile are selected and implemented according to workplace procedures
  3. Aftermarket service is reviewed regularly to ensure customer and workplace needs are met
  4. Information that assists with improving sales and service operations and activities is provided to appropriate personnel
Workplace sales and service standards that align with customer expectations are identified and selected

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

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. 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

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. 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

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:

access and update customer data on an automotive workplace database or simulated customer database for three different customers

provide professional aftermarket service relating to different aftermarket product or service requirements to the above customers.

Individuals must be able to demonstrate knowledge of:

formal and informal channels and networks used to communicate with customers and to capture customer information

role of social media in customer service

typical fields of information or data captured in customer databases

current and emerging customer needs, expectations and trends in the workplace or automotive industry

key features of automotive industry and workplace customer loyalty programs and promotional activities

active listening and questioning techniques

telephone techniques

strategies for dealing with dissatisfied customers

basic marketing and sales techniques

workplace procedures relating to:

aftermarket sales and service and processes

maintaining customer databases

key requirements relevant to aftermarket service of:

automotive industry codes of practice

workplace procedures relating to consumer rights and privacy

vehicle and equipment product knowledge relevant to aftermarket product and sales.

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.