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Manage complex customer requirements in an automotive workplace

KHU-AUT-0004

Australian Equivalent
AURACA102
Elements
3
Learning Outcomes
12

This unit describes the skills and knowledge required to manage and assist customers with complex automotive industry product or service requirements. It involves confirming customer needs, suggesting options and providing costs, and determining a course of action for customers with complex requirements. The unit applies to those in customer service sales and administrative roles in an automotive workplace. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.

Elements & Learning Outcomes

3
E1Confirm customer requirements
0004.E1.O1Use collaborative techniques, including active listening and questioning, to elicit, clarify and confirm customer requirements
0004.E1.O2Document customer requirements clearly and legibly according to workplace procedures and organisational legal requirements
0004.E1.O3Obtain customer acknowledgement and confirmation of the documented requirements
E2Advise customer of available options
0004.E2.O1Generate viable options in response to customer needs and workplace legal requirements according to workplace procedures
0004.E2.O2Research further information as required to confirm or clarify options
0004.E2.O3Explain and discuss options with customer to assist informed decision making
0004.E2.O4Provide supporting information as required to assist customer understanding
0004.E2.O5Communicate sales or service conditions verbally or through written correspondence according to workplace procedures
E3Agree action plan with customer
0004.E3.O1Detail and document customer’s preferred option in action plan
0004.E3.O2Gain customer commitment to agreed action plan according to workplace procedures
0004.E3.O3Provide assistance in completing relevant documentation to customers as required
0004.E3.O4Seek customer feedback on services provided
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SEAL — South East Asia Learning Identifier & Skills Portal · Prepared for MLVT Executive approval and TVET institute review · Derived from the Australian National Training Register (training.gov.au, CC-BY) and aligned to the Cambodian Qualifications Framework and DSC Standard Training Packages · Delivered via Gibble SMS · July 2026