AURACA101 — Respond to customer needs and enquiries in an automotive workplace
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What an assessment for AURACA101 must cover
46 assessable components: 3 elements (10 performance criteria), 2 performance evidence and 28 knowledge evidence requirements, plus 6 foundation skills. An audit-defensible tool maps every question and task back to these — that mapping is the coverage matrix Auditori generates alongside the assessment.
Elements & performance criteria
1 Identify customer need or enquiry regarding product or service
- 1.1Greet customer according to workplace procedures and customer service standards
- 1.2Identify and clarify customer requirement relating to specific product or service
- 1.3Provide 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
- 2.1Provide information that addresses customer need or enquiry in a timely, efficient and courteous manner to build a positive relationship and customer loyalty
- 2.2Ask questions to confirm that information satisfies customer need or enquiry
- 2.3Identify 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
- 3.1Seek customer feedback about product or service and record as required according to workplace procedures
- 3.2Complete follow-up action effectively according to workplace procedures and timeframes
- 3.3Address customer complaints or dissatisfaction or escalate to personnel according to workplace procedures
- 3.4Conclude interaction with customer in line with workplace procedures and customer service standards
Performance evidence
- identify needs or enquiries of at least three different customers with different requirements, including at least one dissatisfied customer
- provide advice or information on automotive products and services to the above three customers.
Knowledge evidence
- methods to locate and interpret information required to respond to customer needs and enquiries in an automotive workplace, including:
- information provided by customer and supervisors
- workplace procedures required to respond to customer needs and enquiries in an automotive workplace, including:
- documentation procedures
- housekeeping procedures techniques for assisting customers, including:
- effective questioning, including open and closed
- active listening
- building rapport
- explaining clear options
- making recommendations
- finalising contact
- storage of personal information
- customer service standards and practices relevant to automotive workplaces, including:
- greeting and farewelling customers
- providing features and benefits of workplace product or service using clear, jargon-free language
- discussing alternative products or services where required
- recommending products or services suitable to customer requirements
- recording customer requirements and enquiries
- customer service delivery standards
- contact and follow-up procedures
- indicators of customer dissatisfaction, including verbal and non-verbal cues
- techniques for resolving customer problems, including procedures for complaint escalation
- key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL)
- procedures for making referrals relating to:
- customer dissatisfaction
- suppliers of other products and services
- key features and benefits of workplace-specific products and services
- techniques for undertaking basic calculations to provide information to customers relating to quantities, timeframes, and delivery of automotive products and services.
Foundation skills
- Learning: Locates required sources of information efficiently.
- Oral communication: Speaks clearly to be understood, using required automotive workplace terms Uses required visual gestures to assist customer understanding Listens effectively, giving feedback to customer to confirm clear understanding.
- Writing: Fills out workplace documentation legibly Provides information or records customer requirements in relevant forms or documentation.
- Planning and organising: Sets and monitors timeframes or schedules relating to customer service.
- Problem solving: Identifies own role and responsibilities in the workplace Follows workplace procedures for responding to customer enquiries.
- Technology: Operates telephone systems and other communication equipment Operates computer systems.
Unit content sourced from training.gov.au — © Commonwealth of Australia, licensed under CC BY 4.0. Auditori is not affiliated with the Department of Employment and Workplace Relations.
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Real, unedited Auditori output (RIIHAN201E shown), branded for a sample RTO:
Questions about assessing AURACA101
What does an assessment tool for AURACA101 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AURACA101 needs to address all 46 unit components: 3 elements with 10 performance criteria, 2 performance evidence requirements, 28 knowledge evidence requirements, and the foundation skills. A coverage matrix mapping each question and task to these components is what an auditor looks for.
How does Auditori generate an assessment tool for AURACA101?
Auditori pulls the current release of AURACA101 from training.gov.au and generates a complete package: candidate assessment, assessor guide with model answers and observation criteria, and a coverage matrix mapping every component. A suitably qualified person then reviews and approves the draft in a built-in workflow — consistent with ASQA's guidance on AI use in VET — before export as branded PDF and editable Word.
Is the first assessment tool really free?
Yes. Every new account includes one free credit — enough to generate the complete assessment tool for AURACA101 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing AURACA101 assessment instead of generating a new one?
Yes — upload your existing assessment or learner guide and Auditori maps it against every element, performance criterion, PE and KE of AURACA101, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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