Unit of competency Outline

Date retreived
22/07/2026 7:59 AM AWST

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Manage complex customer requirements in an automotive workplace

Manage complex customer requirements in an automotive workplace

Unit of competency
National Code
AURACA102
State Code
OCK14
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
13/11/2020
View on TGA
State Implementation and Classification
Approved Date
31/03/2021
Field of Education
080501 - Sales
Original Release Date
31/03/2021
Nominal Hours
24
Description
This unit describes the skills and knowledge required to manage and assist customers with complex automotive industry product or service requirements. It involves confirming customer needs, suggesting options and providing costs, and determining a course of action for customers with complex requirements.The unit applies to those in customer service sales and administrative roles in an automotive workplace.No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Confirm customer requirements
  • 1.1 Use collaborative techniques, including active listening and questioning, to elicit, clarify and confirm customer requirements
  • 1.2 Document customer requirements clearly and legibly according to workplace procedures and organisational legal requirements
  • 1.3 Obtain customer acknowledgement and confirmation of the documented requirements
2. Advise customer of available options
  • 2.1 Generate viable options in response to customer needs and workplace legal requirements according to workplace procedures
  • 2.2 Research further information as required to confirm or clarify options
  • 2.3 Explain and discuss options with customer to assist informed decision making
  • 2.4 Provide supporting information as required to assist customer understanding
  • 2.5 Communicate sales or service conditions verbally or through written correspondence according to workplace procedures
3. Agree action plan with customer
  • 3.1 Detail and document customer’s preferred option in action plan
  • 3.2 Gain customer commitment to agreed action plan according to workplace procedures
  • 3.3 Provide assistance in completing relevant documentation to customers as required
  • 3.4 Seek customer feedback on services provided
No information
No information
Replaces
State Code National Code Title Type
AXE92 AURACA002 Manage complex customer requirements in an automotive workplace Unit of competency