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.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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

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

 

 

Context and Conditions of Assessment
This assessment will ensure that the elements, performance criteria, performance evidence and knowledge evidence required and conditions are adhered to demonstrate competency in this unit assessment task.

·         Read the assessment carefully before commencing.

·         This is an open book assessment and will be conducted at your designated campus / workshop / specialised lab.

·         Your Assessor will use the assessment criteria in this document and will provide feedback / comment.

·         You must answer all the questions in the assessment tasks in your own words and own handwriting.

·         Your Trainer / Assessor will inform you of the due date for this assessment task.

·         Your Assessor will grade as either S – Satisfactory or NS – Not Satisfactory for the assessment. In all cases your Assessor will provide you with feedback.

·         Only when all assessment tasks have been graded as S – Satisfactory you will be deemed C – Competent in the final result of the unit of competency; if you do not satisfactorily complete all the assessment tasks you will be deemed NYC – Not Yet Competent.

Re-Assessment Conditions
·         If the evidence is graded as NS – Not Satisfactory you will be required to re-submit the evidence. In this case, you will be provided with clear and constructive feedback based on the assessment decision so that they can improve your skills / knowledge prior to reassessment.

·         Where a ‘NS – Not Satisfactory’ judgement is made, you will be given guidance on steps to take to improve your performance and provided the opportunity to resubmit evidence to demonstrate competence. The assessor will determine and discuss the reasons for NS – Not satisfactory on any of the criteria and will assess you through a different method of assessment e.g. verbal/oral questioning, problem solving exercises.

·         You will be notified between 10-30 working days of undertaking an assessment of their result in achieving competency

o    If a student does not complete the assessment, they should notify their trainer as to why they did not complete the assessment and if due to illness, a medical certificate must be produced.

o    In the above scenario, student will be given an opportunity for reassessment within 5 working days with no reassessment fee charged.

o    Students who are deemed to be Not Yet Competent (NYC) will be provided with information identifying the areas in which they failed to achieve competency. Students will then have the opportunity to repeat the assessment task within 5 working days of notification with no reassessment fee charged.

o    If a student is deemed NYC in the reassessment or if the student did not approach the AIBT’s within five working days with a valid reason for not availing themselves of the reassessment opportunity, then those students will be given a final chance to re-sit the assessment and will be charged a reassessment fee as per AIBT rule.

o    After this no further reassessment attempt will be provided to the student and the student will be required to repeat the whole unit with full fee for the unit. The student will be made aware of the impact of repeating the unit may have on their student visa.

o    If a student is found to be cheating or plagiarising their assessment, a reassessment fee will be charged for reassessing the assessment within 5 working days.

o    If the student is found to be plagiarising or cheating again after conclusion of the Intervention meeting with the Course Co-ordinator, the matter will be referred to the Academic Management Committee which may result in the suspension or cancellation of their enrolment

o    AIBT’s has intervention strategies, including student support services available to enable students to complete qualification in the expected time frame. Students at risk of not completing within this time frame are identified as early as possible and an intervention strategy is put in place.

AIBT  will ensure access to:
·         Automotive repair workplace or simulated workplace

·         Workplace procedures relating to customer service and workplace legal obligations

·         Three different customers with the complex issues specified in the performance evidence

·         Workplace and manufacturer or supplier product or service information

Evidence to be submitted by the student: – 
·         Completed written responses to the questions in the assessment task

 

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

  • variations in a limited product and service range.

 

 

 

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
2
3
4
5
6
7
8
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.

 

6.     How should you identify the real problem and focus statements and the conversation on the real problem?
1
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”.

 

 

 

 

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.

 

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

 

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.

 

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.

 

 

 

 

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

 

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?
1
2
3
4
5
 

 

 

 

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

 

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

 

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

 

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

 

28.  Leading questions are useful for leading a person to reach the appropriate conclusion. Give me two (2) examples of a leading question.
1
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

 

 

30.  Be aware of the non-verbal messages that we and others send. Name two (2) ways non-verbal messages can be sent?
1
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?
1
2
3
4
5
 
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.

 

 

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.

 

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.

 

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.

 

 

 

 

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.
 
 
 
 

 

find the cost of your paper

Identify the DSM-5 diagnostic criteria that you notice in the case studies below and explain how the client meets the criteria.

Part 1: Case Studies Directions: Identify the DSM-5 diagnostic criteria that you notice in the case studies below and explain how the client meets the criteria. Include the diagnosis that….

Customer Turnoffs Discussion

DECISION MAKING AT WORK Project 3.4 Customer Turnoffs Discussion You are sitting in the company lunchroom with two other CSRs, Doug and Christine. Doug is relating a troublesome customer problem….

Drawing upon relevant theories from lectures and readings, write a four to five-page analysis of the change efforts made at NUMMI and General Motors

Listen (or read the transcript) to This American Life, episode 561: NUMMI 2015, which can be found at the following link: http://www.thisamericanlife.org/radio-archives/episode/561/nummi-2015 Drawing upon relevant theories from lectures and readings, write a four….