Unit of competency Outline
Date retreived
23/07/2026 10:29 AM AWST
23/07/2026 10:29 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.
Respond to customer needs and enquiries in an automotive workplace
Respond to customer needs and enquiries in an automotive workplace
Unit of competency
National Code
AURACA001
AURACA001
State Code
AXE93
AXE93
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
13/07/2016
Field of Education
080501 - Sales
Original Release Date
13/07/2016
Nominal Hours
20
Description
This unit describes the performance outcomes required to identify customer needs and enquiries, and provide effective information and advice when supplying automotive products and services.It applies to those working 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. Identify customer need or enquiry regarding product or service
- 1.1 Customer is greeted according to workplace procedures and customer service standards
- 1.2 Customer requirement relating to specific product or service is identified and clarified
- 1.3 Referrals to appropriate personnel are provided where customer need or enquiry is outside scope of own responsibility or authority
2. Provide information and advice to customer
- 2.1 Information that addresses customer need or enquiry is provided in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
- 2.2 Questions are asked to confirm that information satisfies customer need or enquiry
- 2.3 Outstanding customer requirements are identified and promptly addressed in a courteous and discreet manner, or are referred to appropriate personnel
3. Finalise customer contact
- 3.1 Customer feedback about product or service is sought and recorded as required according to workplace procedures
- 3.2 Required follow-up action is completed effectively according to workplace procedures and timeframes
- 3.3 Customer complaints or dissatisfaction are addressed or escalated to appropriate personnel as required
- 3.4 Interaction with customer is concluded in line with workplace procedures and customer service standards
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| WF003 | AURACA2001 | Establish relations with customers | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| OCK57 | AURACA101 | Respond to customer needs and enquiries in an automotive workplace | Unit of competency |