Unit of competency Outline
Date retreived
23/07/2026 11:53 AM AWST
23/07/2026 11:53 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Maintain customer aftermarket relations
Maintain customer aftermarket relations
Unit of competency
National Code
AURSAA002
AURSAA002
State Code
AXB32
AXB32
TGA Status
Deleted
Deleted
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
13/07/2016
Field of Education
080501 - Sales
Original Release Date
13/07/2016
Nominal Hours
15
Description
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.
Notes
Elements and Performance Criteria
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
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF351 | AURSAA2002 | Maintain customer aftermarket relations | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| BAE4 | AUR30116 | Certificate III in Automotive Administration | Qualification |