Student Book
Written Assessment
AURAMA005 Manage complex customer issues in an automotive workplace
| Assessment 1 – Questioning – Written Assessment | ||||||||||
| Student Name | Student ID Number | |||||||||
| Unit Start Date | Unit End Date | |||||||||
| Assessment Due Date | Date Submitted | |||||||||
| This cover sheet is to be completed by the student and assessor and used as a record to determine student competency in this assessment task | ||||||||||
| The assessment process and tasks were fully explained. | Yes / No | |||||||||
| I am aware of which evidence will be collected and how. | Yes / No | |||||||||
| I am aware of my right to appeal an assessment decision. | Yes / No | |||||||||
| I am aware that I can locate the AIBT’s Complaints and Appeals Policy and Procedure on their website at https://aibtglobal.edu.au/ | Yes / No | |||||||||
| I have discussed any additional educational support or reasonable adjustments I require in order to undertake this assessment with the Student Support Services Officer and Trainer / Assessor, (if applicable). e.g. Student Handbook and Access and Equity Policy https://aibtglobal.edu.au/ | Yes / No | |||||||||
| I have access to all required resources? | Yes / No | |||||||||
| Cheating & Plagiarism Declaration | ||||||||||
| Student Declaration: In accordance with the AIBT’s Academic Misconduct Policy, I hereby acknowledge by signing this declaration that I have not cheated or plagiarised any work regarding the assessment tasks undertaken in this unit of competency except where the work has been correctly acknowledged.
NOTE: Student must sign this prior to submitting their assessments to the assessor |
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| Signature | Date: | ______ / ______ / 20______ | ||||||||
| Assessment Results | Satisfactory | or | Not Yet Satisfactory | |||||||
| (Please circle or highlight the assessment result for this task) | ||||||||||
| Feedback to Student – Please provide general feedback on the Student’s performance | ||||||||||
| Student Declaration: – I verify that the work completed is my own and that I was adequately informed of the assessment process prior to commencing this assessment task. | Assessor Declaration: – I verify that I have adequately explained and negotiated the assessment tasks with the student prior to commencing assessment. | |||||||||
| Student Signature | Assessor Signature | |||||||||
| Date | Date | |||||||||
| Assessment Decision Making Rules |
| Your assessor will assess the evidence submitted for the following elements, performance criteria, performance evidence and knowledge evidence to confirm that the student evidence submitted demonstrates validity, sufficiency, authenticity and confirms current skills and knowledge relevant to the unit of competency.
Your assessor will be looking for the following in this assessment task: – · workplace procedures relating to: o customer service o dealing with dissatisfied customers o complaints handling and recommending appropriate action o escalating issues to appropriate person o reporting and documenting complaints · common complex customer issues, including disputes concerning: o cost o work standards o time taken or expected for repairs o selection of parts o warranties · key legal requirements relating to customer rights as a consumer, and business obligations under Australian Consumer Law (ACL) · negotiation, communication and problem-solving strategies, including: o active listening o questioning techniques o interpreting body language o negotiating or closing a deal · automotive product and service knowledge relevant to workplace manufacturers or suppliers in order to recommend: o alternative products and services
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| Assessment 1 – Questioning |
| Written Assessment |
| 1. The most important purpose of this customer service system regards how the service consultant carries out nine (9) customer interactions from start to finish. Name them. | ||
| 1 | ||
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| 9 | ||
| 2. The service consultant should always welcome and greet the angry customer in the same manner as a person who is not showing signs of anger. | ||
| ☐ True | or | ☐ False |
| 3. The service consultant should allow the customer to vent his or her frustration and do not make an attempt to interrupt. | ||
| ☐ True | or | ☐ False |
| 4. The service consultant should not take anything the customer says personally. Remember, the problem is frustrating the customer, not you. | ||
| ☐ True | or | ☐ False |
| 5. Complete the following statement about dealing with dissatisfied customers using the following words
Words: Abusive, Customer, Escalates, Frustration, Issues, Refuses, Technician
As the customer begins to exit the stage where his or her _______________ have been vented, examine the situation and assess the real problem in a professional business manner. Do not get side tracked into unrelated _______________ and the following suggestions may help when a customer’s frustration cannot be controlled: a) If a customer becomes _______________, the service consultant must stop the interaction and ask the customer to refrain from using abusive language. b) If after an appropriate period of time, a customer _______________ or does not seem to be able to exit the frustration phase so the issues at hand can be addressed, the customer must be asked to leave. The _______________ may be invited to return when they are not so angry or set a time and date for a meeting to resolve the problem, perhaps with management and even the _______________ present. c) If a customer does not leave when requested, possibly because of being under the influence of drugs or alcohol, then local law enforcement should be called to handle the situation before it _______________ out of control.
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| 6. How should you identify the real problem and focus statements and the conversation on the real problem? | ||
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| 2 | ||
| 7. If the problem was in some way caused by the service facility, offer an apology immediately. For example, if a stranded customer needed a tow truck and it arrived late because the service consultant forgot to call the towing company after the customer called, an apology is necessary. | ||
| ☐ True | or | ☐ False |
| 8. Understanding the company policies and how far a service consultant can go to help the customer by.
A. Watch what is said and how it is said. B. Do not make statements that are outside the authority of the service consultant’s position. C. Both “Watch what is said and how it is” said and “Do not make statements that are outside the authority of the service consultant’s position”. D. Neither “Watch what is said and how it is” said and “Do not make statements that are outside the authority of the service consultant’s position”.
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| 9. Complete the following statement about complaints handling and recommending appropriate action using the following words
Words: Customer, Invoice, Option, Policy, Problem, Solution, Tools
Provide a solution or several options to rectify the _______________ within the authority of the service consultant’s position. a) Many service facilities give service consultants a variety of _______________ to help in a situation. At some facilities, a _______________ check, which is an account with “make believe” money in it can be used, for credit toward a future purchase. Often it is used to compensate a _______________ for inconvenience, a mistake, or other circumstance where the service consultant felt “money off” the current or future _______________ was requited. b) Another option is to ask the customer to suggest a _______________ by saying “how would you like to see this resolved” or let the customer choose an _______________ from a couple of suggestions.
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| 10. After the situation is rectified, the customer may be embarrassed by his or her behaviour. This could cause the customer to be too embarrassed to return for future service. The service consultant wants repeat business and appreciation for the customer’s time for bringing this problem to the service facilities attention. Followed by a meaningful “thank you” for the opportunity to rectify the problem is a positive way to end the process. | ||
| ☐ True | or | ☐ False |
| 11. If a customer does not accept any of the solutions or suggestions offered to correct the problem or requires financial compensation for the trouble and anguish caused, then the problem must go to the next level of authority. | ||
| ☐ True | or | ☐ False |
| 12. When management has to be involved, service consultants must.
A. Document everything that occurred, and the conversation with the customer must be reconstructed as accurately as possible. B. Embarrassed the customer in front of management by explaining everything that has occurred. C. Both “Document everything that occurred, and the conversation with the customer must be reconstructed as accurately as possible” and “Embarrassed the customer in front of management by explaining everything that has occurred”. D. None of these answers are correct
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| 13. Documentation of the discussions between the customer and the service consultant will be critical if the complaint should escalate to the point that legal actions will be taken by either the service facility or the customer. | ||
| ☐ True | or | ☐ False |
| 14. Complete the following statement about common complex customer issues using the following words
Words: Condition, Customer, High, Reinstalled, Service
The customers anger is typically because they believe the _______________ facility did not meet their expectation. More specifically, the _______________ may believe that the vehicle was not serviced properly, that the invoice was too _______________, that the service facility forgot a request that was important to him or her, or that the vehicle was not returned in the same _______________ as when it was left at the facility. The problem may be as serious as a part that was not installed correctly and has to be _______________, or it may be as simple as a grease spot that must be removed.
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| 15. The service consultants must also always assume that customers have read or understood anything in the warranty contract. | ||
| ☐ True | or | ☐ False |
| 16. A warranty contract may have a deductible that the customer must pay before the warranty company begins to pay for the repair. Some warranty contracts may even specify a maximum amount of money or maximum labour rate that the warranty company will pay for a certain type of repair. The customer must be told about the terms of the contract and any charges the customer is responsible for, or a dispute between the customer and the service facility could occur. | ||
| ☐ True | or | ☐ False |
| 17. Complete the following statement about customer work standard issues using the following words
Words: Clamp, Engine, Extensive, Hoses, Loose, Over, Presented, Problem, Service
A customer at Renrag Auto Repair had an antifreeze leak that was coming from a _______________ bypass hose at the front of her engine. The hose was relatively new, and the _______________ simply needed to be tightened to fix the problem. The repair was performed, and recommendations of the technician _______________ to her that the heater hoses were very old (original by all appearances) and worn in some spots. The technician recommended replacing the _______________, but the customer refused the suggestion. She did not feel that it would be a problem even though her car was over 10 years old and had _______________ 120,000 km’s on it. A couple of weeks later, her heater hoses blew apart on the freeway. The customer continued to drive her vehicle until the _______________ seized. The angry customer demanded a new engine from Renrag Auto. After a lengthy discussion with her and her lawyer, which required an _______________ review of the notes on her invoice and all conversations, she agreed that the service facility was not in the wrong. Although unfortunate, the _______________ occurred because she did not take the recommendation of the _______________ consultant at the time of her service.
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| 18. What does the ACL cover?
http://consumerlaw.gov.au/files/2015/06/ACL_framework_overview.pdf |
| 19. What are consumer guarantees under ACL?
http://consumerlaw.gov.au/files/2015/06/ACL_framework_overview.pdf |
| 20. The ACL is an application law, which is applied and enforced as a law of each jurisdiction in Australia. | ||
| ☐ True | or | ☐ False |
| 21. Who enforces the ACL?
A. The ACCC; B. NSW Fair Trading; C. Consumer Affairs Victoria; D. Queensland Office of Fair Trading; E. WA Department of Commerce – Consumer Protection; F. SA Consumer and Business Services; G. Consumer Affairs and Fair-Trading Tasmania; H. ACT Office of Regulatory Services; and I. NT Consumer Affairs. J. All these answers are correct
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| 22. Explain the difference between empathy and sympathy? | ||
| 23. Active listening is a skill that can be practised. Name five (5) techniques that you should follow? | ||
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| 24. Closed questions are?
A. Questions that require a one-word answer. B. Questions that open up communication and help to provide a more detailed response. C. Useful when expertly used to lead a person who lacks confidence. D. All these answers are correct
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| 25. Open questions are?
A. Questions that require a one-word answer. B. Questions that open up communication and help to provide a more detailed response. C. Useful when expertly used to lead a person who lacks confidence. D. All these answers are correct
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| 26. Leading questions are?
A. Questions that require a one-word answer. B. Questions that open up communication and help to provide a more detailed response. C. Useful when expertly used to lead a person who lacks confidence. D. All these answers are correct
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| 27. What are the advantages of using closed questions?
A. Quick to obtain specific information Easy to use B. Discourages ‘small talk’ C. Saves time in some situations D. All these answers are correct
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| 28. Leading questions are useful for leading a person to reach the appropriate conclusion. Give me two (2) examples of a leading question. |
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| 2 |
| 29. These are advantages of using open questions except for one (1). Select the one (1) that is NOT an advantage?
A. Allows the other person to tell you what they think is important B. Allows the other person to ramble on if not controlled in the correct manner C. Gives you a chance to listen and observe D. Discourages you from jumping to conclusions
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| 30. Be aware of the non-verbal messages that we and others send. Name two (2) ways non-verbal messages can be sent? | ||
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| 2 | ||
| 31. Most people are unaware of the silent messages that they send. If you learn to interpret those silent messages you will gain a powerful communication tool. What are five (5) things that you look for? | ||
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| 3 | ||
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| 32. To get approval for a service (signature on the estimate so it becomes a RO) means the sale was closed, also called closing the sale. To do this successfully, the service consultant must be genuine in his or her desire to help the customer. If not, he or she may be seen as an insincere “snake oil” salesman, meaning a person who sells something that is worthless. | ||
| ☐ True | or | ☐ False |
| 33. When treating customers as clients or friends, a service consultant must explain the work to be performed on their vehicle in a patient, calm, and logically prioritised manner. | ||
| ☐ True | or | ☐ False |
| 34. The service consultants must understand the financial options that customers can use to pay for their service. When customers need some other means to pay for a repair that will cost a lot of money, a sale may be closed because the service consultant can make the arrangements for them to finance the charges. | ||
| ☐ True | or | ☐ False |
| 35. If a customer objects to the cost of a necessary repair, which of these is the best response that the service consultant can give?
A. Offer the customer a discount on the repair. B. Reschedule for a later time. C. Explain the reasons for the cost and benefits of the repair. D. Remove it from the repair order immediately.
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| 36. An upset customer comes in when the service department is very busy. Which of these is the best way to work with this customer?
A. Listen to the upset customer before offering an explanation or solutions. B. Ask the customer to come back later. C. Tell the customer he or she is wrong. D. Offer the customer a discount.
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| 37. A customer has come to pick up his or her vehicle when the service department is very busy. Which of these is the best way to handle the situation?
A. Direct the customer to the cashier to cash him or her out. B. Advise the customer that you are very busy. C. Review the work performed and the invoice with the customer. D. Ask the customer to come back when it is quieter.
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| 38. Provide an example of service features and benefits to the customer to replace their battery after it failed a load test and will not crank the engine quickly enough. |
| Feature: |
| Benefit: |
| 39. Provide examples of the features and benefits that might be used to up sell a premium part. |
| 40. One technique is for the service consultant to focus on what the recommended maintenance will provide to the customer (feature) and how the maintenance will be an advantage to the operation of the customer’s vehicle (benefit). This technique is referred to as?
A. Feature-benefit selling. B. Up selling. C. Over selling. D. Special selling.
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| 41. Common benefits may be extending the life of the vehicle, safety, improved operation of the vehicle, and reduced operating costs. | ||
| ☐ True | or | ☐ False |
| 42. To suggest alternative repairs to the customer, the service consultant should use repair categories. The three (3) categories for the repairs would be? | ||
| 1 | ||
| 2 | ||
| 3 | ||
| 43. In order for service consultants to use the feature-benefit selling technique effectively, they must have something to sell. This requires a list of manufacturer recommendations for vehicles, seasonal special offers by the owners or managers, and recommendations from the technician about the vehicle’s condition. | ||
| ☐ True | or | ☐ False |
| 44. The tactical environment refers to the resources and the support arrangements needed to conduct business. Give an example of a negative tactical environment. | ||
