Unit of competency Outline
Date retreived
23/07/2026 2:28 AM AWST
23/07/2026 2:28 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
AURACA101
AURACA101
State Code
OCK57
OCK57
TGA Status
Current
Current
DTWD Status
Approved
Approved
State Implementation and Classification
Approved Date
31/03/2021
Field of Education
080501 - Sales
Original Release Date
31/03/2021
Nominal Hours
20
Description
This unit describes the skills and knowledge required to identify customer needs and enquiries and provide effective information and advice when supplying automotive products and services.The unit 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 Greet customer according to workplace procedures and customer service standards
- 1.2 Identify and clarify customer requirement relating to specific product or service
- 1.3 Provide referrals to personnel where customer need or enquiry is outside scope of own responsibility or authority in line with workplace procedures
2. Provide information and advice to customer
- 2.1 Provide information that addresses customer need or enquiry in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
- 2.2 Ask questions to confirm that information satisfies customer need or enquiry
- 2.3 Identify outstanding customer requirements and address promptly in a courteous and discreet manner, or refer to personnel in line with workplace procedures
3. Finalise customer contact
- 3.1 Seek customer feedback about product or service and record as required according to workplace procedures
- 3.2 Complete follow-up action effectively according to workplace procedures and timeframes
- 3.3 Address customer complaints or dissatisfaction or escalate to personnel according to workplace procedures
- 3.4 Conclude interaction with customer in line with workplace procedures and customer service standards
No information
No information
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| AXE93 | AURACA001 | Respond to customer needs and enquiries in an automotive workplace | Unit of competency |