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(latest NCVER data)At an automotive service counter, a clear answer and a courteous follow-up can decide whether a customer returns; AURACA101 Respond to customer needs and enquiries in an automotive workplace develops the questioning, listening and advice skills behind that experience. With AURACA101 learning materials, RTOs can add this unit to automotive programs where learners deal with customers face to face or by phone.
Learners develop skills in greeting customers, clarifying product and service requirements, making referrals, providing clear information and recommendations, confirming customer satisfaction, seeking feedback, completing follow-up action and addressing complaints.
Give your team our AURACA101 RTO training materials instead of creating customer scenarios and role-plays internally. Purchase RTO materials and use the AURACA101 training resources to build confidence before learners face real customers.
Supplied as a coordinated set, these AURACA101 training resources provide a prepared foundation for responding to customer needs and enquiries. Purchase RTO materials to reduce preparation time and start with AURACA101 RTO training materials ready for role-play delivery.
Check the latest unit requirements on training.gov.au before delivery. Your team should contextualise and validate these AURACA101 training materials for its learner cohort, delivery model and selected compliance environment. Use the supplied mapping as a starting point when reviewing your AURACA101 materials against the Standards for RTOs.
AURACA101 Respond to customer needs and enquiries in an automotive workplace covers identifying customer needs and enquiries and providing effective information and advice about automotive products and services. It applies to people working in an automotive workplace.
The unit addresses five core areas:
Yes, where the role-plays reflect genuine automotive enquiries. Learners need evidence of responding to at least three different customers, including one dissatisfied customer, so your team should plan varied scenarios.
Yes. The content focuses on customer service principles that apply across automotive workplaces, and trainers can add examples from the specific products and services they cover.
The Learner Guide and Class Activities Book introduce complaint handling and escalation steps. This gives learners guided practice before formal assessment.
Yes. Lifetime updates are available under the applicable product terms, so qualifying updates can be accessed without repurchasing.
They are developed as compliant learning resources, but they are not a guarantee of audit outcomes. Your team should review a free sample and validate the resources before use.
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