Assessment 2 - Direct Observation - Practical Demonstration of Tasks - AURAMA005

AURAMA005 – Manage
complex customer issues in an

automotive workplace
LEARNER ASSESSMENT
Assessment Task 2 – Direct Observation
Paragon Polytechnic:
Level 6, 250 Collins Street, Melbourne, VIC, 3000, Australia.
Email: info@paragon.edu.au | Website: www.paragon@edu.au
RTO: 41028 CRICOS: 03435D ABN: 31 166 806 024
This page is intentionally left blank.
Student Details and Declaration
Student Name Student ID Number
Unit Start Date Unit End Date
Assessment Due Date Date Submitted
Context and Conditions of Assessment – Information for Students
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 students can complete this in their own time
outside of the Institute or at Paragon Polytechnic Campus on Level 6, 250 Collins Street,
Melbourne, VIC, 3000, Australia.
 You must answer ALL the questions correctly 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 NYS – Not Yet 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.
Assessment Appeal – Information for Students
 Students have access to an assessment appeals process to challenge the outcome

within 20 working days of the assessment decision being made.
 The appeal is required to be submitted in writing with relevant evidence documentation
provided.
 The Institute will respond within 3 working days of the receipt of appeal to confirm it has
been received.
 The Institute will review the appeal and inform student of the outcome within 10 working
days of the receipt of appeal.
 The outcome will outline information on student’s next steps including process for further
appeal process.
Reasonable Adjustments – Information for Students
 Reasonable adjustment refers to adjustments made for students with a disability,

condition or special learning need.
 Students can make a request for reasonable adjustment during their enrolment.
 Each case is considered individually and the all relevant circumstances are considered in
making the decision
 The Institute reserves the right, after the review of the needs of the student with a
disability, to not provide services that would impose unjustifiable hardship upon the
Paragon Polytechnic: Level 6, 250 Collins Street, Melbourne, VIC, 3000, Australia.
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Version 1.0 – Updated on June 2018
Institute or the activities provided during the course of operations.
 The range of reasonable adjustments made may include (but not limited to):
o the use or loan of adaptive/assistive technology or equipment for use by people
with a disability or illness to enable them to undertake their training/assessment in
a fair and equitable manner (e.g. seating, personal computer access)
o alternative methods of assessment (e.g. verbal assessment, practical
demonstration)
o individual conditions of assessment (e.g. seating arrangements, additional 10
minutes per hour, toilet/rest/exercise breaks, bite sized food/drink)
o accessible learning formats (e.g. large print materials, coloured exam paper)
o provision of a scribe
o referral to additional services.
Re-Assessment Process and Plagiarism, Collusion and Cheating – Information for
Students
Re-Assessment Process
 If the evidence is graded as NYS – Not Yet 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 ‘NYS – Not Yet 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 NYS – Not Yet 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 within 10 working days of undertaking an assessment of your 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 and apply for Special Consideration in accordance to
Special Consideration Policy and Procedure.
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 and
relevant reassessment fees will apply for the unit.
o If a student is deemed NYC in the reassessment, then the student is required to
reenrol for the entire unit of competency and relevant reenrolment fees will apply
for the unit.
Plagiarism, Collusion and Cheating

Plagiarism means: taking someone’s words, ideas, work or other materials and present them as
your own.
Collusion means: understanding or agreement between two or more people to intentionally
cooperate and gain an unfair advantage in assessment.
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Cheating means: seeking to obtain an unfair advantage in an examination or assessment.
If a student is found to be cheating, plagiarising or colluding during their assessment, the student
will immediately be deemed NYS for the assessment task. The student will have to follow the
reassessment process and relevant reassessment fees will apply for the unit.
o If the student is found to be plagiarising, cheating or colluding again after the
initial instance, the student will be deemed NYC for the entire unit of competency.
The student will be required to reenrol for the entire unit of competency and
relevant reenrolment fees will apply for the unit.
o Any further instances of plagiarism, cheating or collusion will result in the
suspension or cancellation of the student’s enrolment
o The Institute 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. All students are encouraged
to speak to the trainer/assessor and/or Student Support Coordinator in regards to
any issues about their course.
The Institute will ensure access to:
 Assessment must be conducted in a safe environment where evidence gathered

demonstrates consistent performance of typical activities experienced in the customer
service field of work and include access to:
o legislation, regulations and codes of practice related to customer service
o business technology
o workplace documentation and resources
o complex customer complaints
o case studies and, where possible, real situations
o interaction with others.
Evidence to be submitted by the student: -

 Completed written responses to all questions in the assessment task
Assessment Decision Making Rules
Your assessor will be looking for the following in this assessment task:
 Correctly answering all questions in this task.
Your assessor may seek additional information or clarification from you of questions that you
may not have answered fully.
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STUDENT DECLARATION
Student to complete the below prior to commencing assessment
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 appeals process of an assessment decision (outlined in this Yes / No

document under Assessment Appeal)
I am aware of the consequences for plagiarism, cheating or collusion (outlined in Yes / No

this document under Re-Assessment Conditions and Plagiarism, Collusion and
Cheating)
I am aware of the reassessment processes if deemed not yet satisfactory for this Yes / No
assessment task or not yet competent for the entire unit of competency (outlined in
this document under Re-Assessment Process and Plagiarism, Collusion and
Cheating)
I have discussed any additional educational support or reasonable adjustments I

require in order to undertake this assessment with the Student Support Coordinator
Yes / No
and Trainer / Assessor, (if applicable) (outlined in this document under Reasonable
Adjustments)
I have access to all required resources? Yes / No
Student Declaration: - By signing here, I declare that I was adequately informed of the
assessment process prior to commencing this assessment task. I understand that if I disagree with
the assessment outcome, I understand the appeals process available.
Student Name
Student Signature
Date
Assessor Declaration: - By signing here, I verify that I have adequately explained the above
prior to commencing assessment and provided clarifications to students as required.
Assessor Name
Assessor Signature
Date
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Assessment 2 – Direct Observation
Practical Demonstration of Tasks
Task 1: Manage complex customer issues in an automotive workplace

Upon completion of this task, you should be able to demonstrate how to manage complex issues of three (3)
different customers in an automotive service and repair environment.
Student instructions:
You MUST manage complex issues of three (3) different customers in an automotive service and repair
environment, including issues involving two of the following:
 Cost variations
 Warranty issues
 Policy matters
 Additional repair time
 Disputed work standards
One (1) of the above must involve escalating the issue to appropriate person.
Select one of the complex customers issues above. The complex customers issues MUST be different for Job
Card 1, 2, and 3
Tools and Materials

 Three (3) different customers
 Workplace and Australian Consumer Law (ACL) policies and procedures
 Office equipment, including calculators, computer, internet and software
Protective Clothing:
 PPE
 Safety goggles or glasses with side shields
 Steel-toed shoes
 Vehicle protection
Trainer / Assessor Notes:

1. The Student MUST manage complex issues of three (3) different customers in an automotive service
and repair environment, including issues involving two of the following:
 Cost variations
 Warranty issues
 Policy matters
The student MUST select one of the complex customers issues above. The complex customers issues
MUST be different for Job Card 1, 2, and 3
2. Assessors MUST verify performance evidence through questioning on skills and knowledge to
ensure correct interpretation and application.
3. Observe the student performing each step in the practical observation checklist
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WARNING!
The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an
unsafe or dangerous way.
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Job Card 1: Manage complex customer issues in an automotive
workplace
Job Details:
Upon completion of this task, you should be able to demonstrate how to manage complex issues of a
customer in an automotive service and repair environment.
Tool and Materials:
 A customer with a complex issue

 PPE
WARNING!
Procedure:
1. Greet the Customer (if there is a worksite procedure on greeting customers, this should be followed).
Welcome all customers with “Good morning/afternoon” and with a genuine smile and a spontaneous
approach. Call customers by their name wherever possible. Always use eye contact, good body
language and use facial expressions. (The customer can be your trainer/assessor or another
student)
2. Make the Customer welcome. In a friendly professional manner, always let the customer know you
are there to help.
3. Clarify the needs of the customer through questioning and active listening and accurately assess
their issue at your worksite. If you do not understand what is wanted, it is important to ask questions
until you are sure.
4. Answer the questions between the Job Card
5. Discuss the options with your workplace supervisor/assessor to resolve the customer issue.
6. Record the customer issue, outcome and customer feedback.
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Job Card 1
Customer Details
Customer: Jacky Contact Details: 0433421222

Address: 666 Unit , Doncaster City Melbourne State: VIC City: Melbourne
:
Vehicle Details (Must fill in the vehicle details) If simulated vehicle used please tick 
Make: TOYOTA Model: Camry Colour: Black License No: 052695482

VIN No: 6T696ZY689X051122 Odometer Reading: 199,568km
Engine No: 2BTH99668 Engine Type: V6 Trans Type: AUTO
Customer Concern
Manage complex customers issues in an automotive service and repair environment, issues involving any of the
following:
 Cost variations
 Warranty issues
 Policy matters
Select one of the complex customers issues above. The complex customers issues MUST be different in Job Card
2 and 3.
Declaration by The Customer
Please execute at my cost and as soon as you conveniently can repair the listed items above, and also any work considered essential. The vehicle, its
accessories and contents are at my risk entirely whether theft or loss thereof or damaged thereto arises from any want of care on the part of yourself or
your contractors or servants or from any cause whatsoever. Any claims for faulty workmanship is to be raised within seven (7) working days after the
vehicle is returned to me. I agree such claim is limited solely to the rectification free of cost of the faulty work. No claim for loss consequential or otherwise
being admissible.
X Jacky Wang / / 20
Signature of Owner Date (Fill in the date)
1. Participate effectively in verbal exchanges using collaborative techniques, including active listening
and questioning, and gather, clarify and confirm customer issues or complaints and note them
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below.
2. Note down below, the Workplace Policies and Procedure you should follow that will assist in
assisting with the customers issue?
a.Code of conduct
b.Safety procedures and PPE were on while repairing
c.Drug and alcohol policy
3. Note and summarise key points of information to negotiate effectively to resolve the issue and note
them below.
A.Settlement in price quoted
B.Apology for delay in case if their is a delay in repairing of vehicles;then, customer service consultant needs
-to apologize to reduce a possible losing of customers.
4. Access, retrieve and review the service history of the customers vehicle and note what work has
been carried out below. Is the previous work carried out the main customer issue?
A.Types were replaced before a month
B.The coolant of AC was replaced
C.Engine service was done a month ago/
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5. What are the options to resolve the customer complex issue?
6. Can the customer’s complex issue be resolved by reducing the cost of the invoice? If so, calculate
the cost reduction below.
7. Present the options and/or alternatives to the customer to negotiate or resolve the customer issues.
Note them below.
8. If the customer did not agree to the options, dose the customers issue need to be escalated to your
manager
9. What was the outcome customer’s complex issue? Document the outcome?
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Fault: Record of Conversation with Customer:
Date:
Time:
Service Advisor:
Conversation:
Cause:
Rectification: Parts Used
Recommendations: Sublet Repairs Order No
Fluids QTY Tyre Report Tech # Job # Time Clock Record
Gear Oil L/H/F R/H/F ON
Auto Oil mm mm OFF
Engine Oil L/H/R R/H/R ON
Diff Oil mm mm OFF
Coolant Brake Report ON
P/S Oil L/H/F R/H/F OFF
Brake Fluid mm mm ON
Other L/H/R R/H/R OFF
mm mm ON
OFF
Job Card 1: AURAMA005 Manage complex customer issues in an automotive workplace
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Student’s Name (Must fill in) Student’s Signature (Must fill in) Date of Assessment (Must fill in)
Location of Assessment (Must fill in)
End of Practical Task
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workplace
Job Details:
Tool and Materials:

 PPE
WARNING!
Procedure:
student)
are there to help.
until you are sure.
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Job Card 2
Customer Details
Customer: Contact Details:

Address: City State: City:
:
Make: Model: Colour: License No:
VIN No: Odometer Reading:

Engine No: Engine Type: Trans Type:
Customer Concern
following:
 Cost variations
 Warranty issues
 Policy matters
One (1) of the above must involve escalating the issue to appropriate person
1 and 3.
being admissible.
X J Smith / /
20
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below.
them below.
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Note them below.
manager
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Date:
Time:
Service Advisor:
Conversation:
Cause:
Auto Oil mm mm OFF
Diff Oil mm mm OFF
mm mm ON
OFF
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workplace
Job Details:
Tool and Materials:

 PPE
WARNING!
Procedure:
student)
are there to help.
until you are sure.
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Job Card 3
Customer Details
Customer: Contact Details:

Address: City State: City:
:
Make: Model: Colour: License No:
VIN No: Odometer Reading:

Engine No: Engine Type: Trans Type:
Customer Concern
following:
 Cost variations
 Warranty issues
 Policy matters
One (1) of the above must involve escalating the issue to appropriate person
1 and 2.
being admissible.
X J Smith / /
20
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below.
them below.
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Note them below.
manager
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Date:
Time:
Service Advisor:
Conversation:
Cause:
Auto Oil mm mm OFF
Diff Oil mm mm OFF
mm mm ON
OFF
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Assessment 2 – Direct Observation – Assessor Checklist – Job Card 1
Assessment methods must be by direct observation of tasks on required skills and knowledge to ensure
correct interpretation and application
Satisfactory = S
Observable skills/tasks Not Satisfactory = NS
1. Did the student greet the customer by saying Good morning/afternoon” and with
a genuine smile and a spontaneous approach? Call customers by their name
S | NS
wherever possible. Always use eye contact, good body language and use facial
expressions
2. Did the student uses verbal exchanges collaborative techniques, including

active listening and questioning, and gather, clarify and confirm customer issues S | NS
or complaints?
3. Did the student access to correct workplace procedures in regard to workplace

S | NS
customer issue resolution process and procedures?
4. Did the student access, retrieve and review the customers vehicle service
S | NS
history/purchase history clarify and confirm customer issues or complaints?
5. Did the student discusses the workplace and customer’s obligation to rectify
S | NS
customer issues or complaints?
6. Did the student determine the best resolution for customer issues or
S | NS
complaints?
7. Did the student explain options to customer for best resolution for customer
issues or complaints such as rework or repair the customer’s vehicle correctly, S | NS
reduced fee for work completed or future services for free or that a reduced fee?
8. Unsatisfied customers issues or complaints did the student escalated to

S | NS
supervisor/manager for assistance?
Specific task skills
9. Did the student complete Job Card 1: Manage complex customer issues in an
S | NS
S | NS
automotive workplace (DO NOT USE)
S | NS
Reporting
12. Did the student documents the customer issues or complaints, the outcome of
S | NS
rectify customer issues or complaints?
13. Did the student present document to supervisor/manager for approval? S | NS
14. Did the student complete documentation (e.g. job card) to workplace standard S | NS
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Verbal Questioning – In Relation to Practical Tasks Job Card 1
Assessment methods must include questioning on required skills and knowledge to ensure correct
interpretation and application
Q1. 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?
Students response:
Q2. How should you identify the real problem and focus statements and the conversation on the real
problem?
Students response:
Q3. What are consumer guarantees under ACL?
Students response:
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Satisfactory = S
S | NS
expressions

or complaints?

S | NS
S | NS
S | NS
S | NS
complaints?

S | NS
S | NS
S | NS
S | NS
Reporting
S | NS
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Q1. Explain the difference between empathy and sympathy?
Students response:
Q2. Active listening is a skill that can be practised. Name five (5) techniques that you should follow?
Students response:
Q3. Leading questions are useful for leading a person to reach the appropriate conclusion. Give me two (2)
examples of a leading question?
Students response:
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Satisfactory = S
S | NS
expressions

or complaints?

S | NS
S | NS
S | NS
S | NS
complaints?

S | NS
S | NS
S | NS
S | NS
Reporting
S | NS
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Q1. 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?
Students response:
Q2. The tactical environment refers to the resources and the support arrangements needed to conduct
business. Give an example of a negative tactical environment?
Students response:
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AURAMA005 – Manage

complex customer issues in an

Unit Start Date Unit End Date

Assessment Due Date Date Submitted

Context and Conditions of Assessment – Information for Students

Assessment Appeal – Information for Students

 Students have access to an assessment appeals process to challenge the outcome

Reasonable Adjustments – Information for Students

 Reasonable adjustment refers to adjustments made for students with a disability,

Plagiarism, Collusion and Cheating

The Institute will ensure access to:

 Assessment must be conducted in a safe environment where evidence gathered

Evidence to be submitted by the student: -

Assessment Decision Making Rules

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 appeals process of an assessment decision (outlined in this Yes / No

I am aware of the consequences for plagiarism, cheating or collusion (outlined in Yes / No

I have discussed any additional educational support or reasonable adjustments I

I have access to all required resources? Yes / No

Practical Demonstration of Tasks

Task 1: Manage complex customer issues in an automotive workplace

Tools and Materials

Trainer / Assessor Notes:

Tool and Materials:

 A customer with a complex issue

Customer: Jacky Contact Details: 0433421222

Make: TOYOTA Model: Camry Colour: Black License No: 052695482

Declaration by The Customer

b.Safety procedures and PPE were on while repairing

c.Drug and alcohol policy

A.Settlement in price quoted

-to apologize to reduce a possible losing of customers.

A.Types were replaced before a month

B.The coolant of AC was replaced

C.Engine service was done a month ago/

Rectification: Parts Used

Recommendations: Sublet Repairs Order No

Fluids QTY Tyre Report Tech # Job # Time Clock Record

Gear Oil L/H/F R/H/F ON

Auto Oil mm mm OFF

Engine Oil L/H/R R/H/R ON

Diff Oil mm mm OFF

Coolant Brake Report ON

P/S Oil L/H/F R/H/F OFF

Other L/H/R R/H/R OFF

Job Card 1: AURAMA005 Manage complex customer issues in an automotive workplace

Location of Assessment (Must fill in)

End of Practical Task

Tool and Materials:

 A customer with a complex issue

Customer: Contact Details:

Make: Model: Colour: License No:

VIN No: Odometer Reading:

Declaration by The Customer

Rectification: Parts Used

Recommendations: Sublet Repairs Order No

Fluids QTY Tyre Report Tech # Job # Time Clock Record

Gear Oil L/H/F R/H/F ON

Auto Oil mm mm OFF

Engine Oil L/H/R R/H/R ON

Diff Oil mm mm OFF

Coolant Brake Report ON