Elements and Performance Criteria

Refinishing products
These may include products and materials used for preparing automotive surfaces and applying coatings, fillers, anti-rust material and polish, and for conducting colour matching
Product application techniques
These may include techniques for repair of minor dents, treatment of rust, selection and application of fillers, surface preparation, application of primers, guide coats and finishing putties, application of top coats and clear coats, buffing and colour matching
Specialist advice
Situations where customer may require advice from specialist automotive refinishers may include structural damage, damage in awkward or difficult locations, specialty finishes or where experience of the customer is limited
Enterprise
Enterprises may vary in size, type and location and in range of merchandise and services provided
Customers
Customers may be regular or new and may have routine or special requests. They may include persons from a range of social, cultural or ethnic backgrounds and physical and intellectual abilities and may have special needs. Regardless, customers are made feel welcome, valued and, at end of the process, satisfied
Staff
Staff may be full-time, part-time or casual and vary in terms of staff training and in specialist knowledge of products and services. Staff may be operating in routine or busy trading conditions

Legislative requirements
This includes State/Territory legislation related to OH&S and consumer law. This may also include industry codes of practice, including scanning code

Range of products and merchandise (real and simulated)
Documentation, such as inventory lists, price lists, enterprise policy and procedures manuals, delivery costs, details of services available
A range of customers with different requirements (real or simulated)
A range of communication equipment

These may include enterprise policies and procedures, product manufacturer/component supplier specifications, customer requirements and industry/enterprise codes of practice

Critical aspects of evidence

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

consistently applying store policies and procedures and industry codes of practice regarding customer service and selling materials and products
accessing, interpreting and conveying knowledge of refinishing products to customers
applying knowledge of refinishing products to provide accurate advice according to needs of the customer
communicating effectively with others involved in or affected by the work

Underpinning knowledge
General knowledge of enterprise/industry manuals and documentation (paper-based and computerised)
Broad operational knowledge of legislation and statutory requirements, including OH&S and customer safety

Underpinning knowledge (continued)
Broad operational knowledge of industry codes of practice, including scanning code

General refinishing product knowledge including:

automotive coatings
fillers
anti-rust material
abrasives and buffers
polishes and polishing material
cleaning materials

General knowledge of automotive refinishing techniques including:

repair of minor dents
treatment of rust
selection and application of fillers
surface preparation, including application of primers, guide
coats and finishing putties
application of top coats and clear coats
buffing
colour matching

Detailed knowledge of enterprise:

product and merchandise range
service range
procedures for taking customer orders
buying, pricing and ordering procedures
other policies and procedures

Specific key competencies, underpinning and employability skills required to achieve the performance criteria
These include a number of processes that are learned throughout work and life, which are required in most jobs. Some of these are covered by the national key competencies, although others may be added. The details below highlight how these competencies are applied in the attainment of this unit.

Application of the key competencies in this unit are to satisfy the nominated level in which:

Level 1 - relates to working effectively within set conditions and processes;
Level 2 - relates to management or facilitation of conditions or processes; and
Level 3 - relates to design, development and evaluation of conditions or process.
How will the candidate apply the following key competency in this unit? The candidate will need to:

Collect, analyse and organise information

Collect, organise and understand information related to:

Questioning and active listening skills, for example when eliciting information from customers about products and services required
Plain English literacy and communication skills in relation to dealing with customers and providers/suppliers and recording information
(Level 1)

Communicate ideas and information
Communicate ideas and information to provide customer with information about applicable products
(Level 1)

Plan and organise activities
Plan and organise activities to plan product presentations
(Level 1)

Work with others and in a team
Work with others and in a team by involving product specialists
(Level 1)

Use mathematical ideas and techniques
Use mathematical ideas and techniques with numerical skills sufficient to estimate and calculate costs to pricing products
(Level 1)

Solve problems
Establish diagnostic processes which evaluate different products for different needs
(Level 1)

Use technology
Use workplace technology related to technical skills to use a range of communication and electronic equipment
(Level 1)

Resource implications

The following are required:

a workplace or simulated workplace
range of products and merchandise (real and simulated)
documentation, such as inventory lists, price lists, enterprise policy and procedures manuals, delivery costs, details of services available
a range of customers with different requirements (real or simulated)
a range of communication equipment
a qualified workplace assessor

Method of assessment
Consistency in performance
It is preferable assessment reflects a process rather than an event and occurs over a period of time to cover varying circumstances. Evidence of performance may be provided by customers, team leaders/members or other appropriate persons, subject to agreed authentication arrangements

Context of assessment
Interdependent assessment of units
This unit may be assessed in conjunction with other units forming part of the job role or function
Elements of competence contain knowledge and practical components. Knowledge components may be assessed off the job. Practical components should be assessed on the job or in a simulated work environment reflecting a range of products and services and a range of customers with different requirements
Evidence is best gathered using products and procedures of the individual workplace context as the means by which candidate achieves industry competencies