AURACA102 — Manage complex customer requirements in an automotive workplace
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What an assessment for AURACA102 must cover
29 assessable components: 3 elements (12 performance criteria), 1 performance evidence and 9 knowledge evidence requirements, plus 7 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 Confirm customer requirements
- 1.1Use collaborative techniques, including active listening and questioning, to elicit, clarify and confirm customer requirements
- 1.2Document customer requirements clearly and legibly according to workplace procedures and organisational legal requirements
- 1.3Obtain customer acknowledgement and confirmation of the documented requirements
2 Advise customer of available options
- 2.1Generate viable options in response to customer needs and workplace legal requirements according to workplace procedures
- 2.2Research further information as required to confirm or clarify options
- 2.3Explain and discuss options with customer to assist informed decision making
- 2.4Provide supporting information as required to assist customer understanding
- 2.5Communicate sales or service conditions verbally or through written correspondence according to workplace procedures
3 Agree action plan with customer
- 3.1Detail and document customer’s preferred option in action plan
- 3.2Gain customer commitment to agreed action plan according to workplace procedures
- 3.3Provide assistance in completing relevant documentation to customers as required
- 3.4Seek customer feedback on services provided
Performance evidence
- develop an action plan for at least three different customers with different complex requirements relating to automotive products or services, which must include: costing details, quotation.
Knowledge evidence
- negotiation, communication and problem-solving techniques, including: active listening, questioning techniques, interpreting body language, negotiating or closing a deal
- types of complex customer requirements relating to: cost requirements, warranty requirements, customised, bespoke, or unusual requirements, special timeframes, availability of parts or components, requirements of special or important customers, complex technical problems, matters involving more than one solution or area of service, needs of customers dissatisfied with previously provided product or service, complex financial or insurance arrangements
- key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL), including: anti-discrimination, equal opportunity, privacy and confidentiality, consumer protection and rights, freedom of information, industry codes of practice and ethical principles, including duty of care and consumer access to appeal processes
- parameters to consider in viable options for customer needs, including: benefits, timeframes, approximate costs
- requirements in a document action plan, including: agreed delivery timeframe, agreed cost
- workplace policies and procedures relating to: customer service, feedback and complaints handling, quality requirements, documentation and recording procedures, digital security and record keeping
- detailed automotive product and service knowledge relevant to workplace, manufacturers or suppliers
- methods to locate and interpret information required to manage complex customer requirements in an automotive workplace, including: information provided by customer, manufacturer and supplier specifications and procedures or equivalent documentation, internet and social media, workplace procedures
- workplace procedures required to manage complex customer requirements in an automotive workplace, including: documentation procedures, housekeeping procedures.
Foundation skills
- Learning: Locates required sources of information efficiently Uses customer feedback and experience to inform future options and customer dealings.
- Numeracy: Uses mathematical operations, including addition, subtraction, multiplication, division, and percentages, to determine price and timeframes suitable to customer options.
- Oral communication: Summarises and presents key information in presenting options to customers Relates to people from diverse backgrounds using clear language and tone, and unambiguous terminology.
- Reading: Interprets sales or service conditions relating to workplace products and services Identifies and reviews information about product and service options that meet customer needs.
- Planning and organising: Uses a planned approach to sequence and schedule customer requirements in the action plan.
- Problem solving: Develops solutions unique to a customer and their issue Uses conflict resolution techniques to avoid escalation of issues.
- Technology: Uses general office equipment Uses digital systems and tools.
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 AURACA102
What does an assessment tool for AURACA102 need to cover?
To satisfy the Principles of Assessment and Rules of Evidence, an assessment for AURACA102 needs to address all 29 unit components: 3 elements with 12 performance criteria, 1 performance evidence requirements, 9 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 AURACA102?
Auditori pulls the current release of AURACA102 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 AURACA102 — with no card and no subscription required. After that it's pay-as-you-go per unit.
Can I check my existing AURACA102 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 AURACA102, showing exactly what's covered and what's missing. Mapping costs a quarter of a credit.
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