Unit of competency Outline

Date retreived
22/07/2026 2:47 PM 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
AURACA002
State Code
AXE92
TGA Status
Replaced
DTWD Status
Transition (Replaced)
Current Release Number
1.00
Current Release Date
14/04/2016
View on TGA
State Implementation and Classification
Approved Date
13/07/2016
Field of Education
080501 - Sales
Original Release Date
13/07/2016
Nominal Hours
24
Description
This unit describes the performance outcomes 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.It applies to those working 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 Collaborative techniques, including active listening and questioning, are used to elicit, clarify and confirm customer requirements
  • 1.2 Customer requirements are clearly and legibly documented according to workplace procedures and organisational legal requirements
  • 1.3 Customer acknowledgement and confirmation of the documented requirements are obtained
2. Advise customer of available options
  • 2.1 Viable options are generated in response to customer needs and workplace legal requirements according to workplace procedures
  • 2.2 Further information is researched as required to confirm or clarify options
  • 2.3 Options are explained and discussed with customer to assist informed decision making
  • 2.4 Supporting information is provided as required to assist customer understanding
  • 2.5 Sales or service conditions are communicated verbally or in writing according to workplace procedures
3. Agree action plan with customer
  • 3.1 Customer's preferred option is detailed and documented in action plan
  • 3.2 Customer commitment to agreed action plan is gained according to workplace procedures
  • 3.3 Assistance in completing relevant documentation is provided to customers as required
  • 3.4 Customer feedback is sought on services provided
No information
No information
Replaces
State Code National Code Title Type
WF004 AURACA3002 Establish customer requirements of a complex nature Unit of competency
Replaced By
State Code National Code Title Type
OCK14 AURACA102 Manage complex customer requirements in an automotive workplace Unit of competency