Elements and Performance Criteria

RANGE STATEMENT
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Instructions may include:
vehicle owner’s manuals
vehicle accessories instruction manuals
vehicle technology specification instructions
vehicle manufacturer websites and handbooks
vehicle instrument illustrations and drawings
OEM instructions.
Legislative requirements may include:
customer relations
workplace agreements
privacy Act
duty of care
employee relations
environment protection
industrial relations
industry codes of practice.
Workplace health and safety requirements may include:
workplace safety policies and procedures
personal protective equipment and clothing
use of fire-fighting equipment
first aid equipment
hazard and risk control and elimination, including of hazardous materials and substances
state and territory WHS legislation.
Vehicle operating functions and technology may include:
entertainment systems
navigation systems
blue tooth systems
keyless entry
interior adjustment systems
basic maintenance requirements
spare wheel replacement procedure
warning lights
vehicle safety cameras
park assist systems
climate control system
passenger safety systems
Communication may involve:
email
Facebook
face-to-face in vehicle
surveys
telephone
Twitter
written and verbal.
Dealership policies and procedures may include:
workplace operational policies and procedures
workplace customer service policy
vehicle handbook and operating instructions
legislative and regulatory requirements
industry codes of practice
customer handover procedures.

EVIDENCE GUIDE
The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, required Skills and Knowledge, the Range Statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
The evidence required to demonstrate competency in this unit must be relevant to workplace operations and satisfy all of the requirements of the performance criteria and required skills and knowledge.
A person who demonstrates competency in this unit must be able to:
maintain relevant knowledge of vehicle technology information systems for customer needs
instruct customers in correct operation of vehicle technology
maintain a professional image with customers
identify and implement strategies for delivering vehicle technology information to different customer demographic groups.
Context of, and specific resources for assessment
Competency is to be assessed in the workplace or a simulated workplace environment that accurately reflects performance in a real workplace setting.
Assessment is to occur:
using standard workplace practices and procedures
following safety requirements
applying environmental constraints.
Assessment is to comply with relevant:
regulatory requirements
Australian standards
industry codes of practice.
The following resources must be made available for the assessment of this unit:
a workplace or simulated workplace
a range of vehicles
workplace customer handover policies and procedures
vehicle owner’s manuals with vehicle information relating to make, model and customer needs
vehicle technology specification instructions
vehicle illustrations and drawings
original equipment manufacturer (OEM) instructions
a range of customers with different requirements and demographics
legislation and codes of practice
computer.
Method of assessment
Assessment must satisfy the endorsed Assessment Guidelines of this Training Package.
Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with the application of required skills and knowledge.
Assessment methods must be by direct observation of tasks and include questioning on required skills and knowledge to ensure correct interpretation and application.
Competence in this unit may be assessed in conjunction with other units which together form part of a holistic work role.
Where applicable, reasonable adjustment must be made to work environments and training situations to accommodate the needs of diverse clients.
Assessment processes and techniques must be culturally sensitive and appropriate to the language, literacy and numeracy capacity of the candidate and the work being performed.