Clarify the customer service and requirements

Unit End Date

Assessment Due Date

Yes / No

I am aware of my right to appeal an assessment decision.

Yes / No

I am aware that I can locate the RTO’s Complaints and Appeals Policy and Procedureon their website at (insert website address)

Yes / No

Cheating & Plagiarism Declaration

Date

______ / ______ / 20______

Assessment Results



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.

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Assessment 2 – Direct Observation
Practical Demonstration of Tasks

Task 1: AURTNA001 Estimate and quote automotive vehicle or machinery modifications
Upon completion of this task, you should be able to demonstrate how to prepare an estimate and quote modifications to three [3] different vehicles or machinery.

Student instructions:
You MUST prepare an estimate and quote modifications to three [3] different vehicles or machinery, including:

	Three (3) different vehicles or machinery Manufacturer and component repair and replacement costing guides OEM specifications and workplace procedures Office equipment, including calculators, computer, internet and software. Manufacturer and component refurbishing costing guides.

Protective Clothing:

WARNING!
The Assessment will be STOPPED IMMEDIATELY if you are attempting to carry out any step in an unsafe or dangerous way.

CRICOS Code: 03595K RTO Provider ID: 70252	AURTNA001 Estimate and quote automotive vehicle or machinery modifications

Protective Clothing:

   

3.Clarify the needs of the customer through questioning and active listening and accurately assess their modification requirements at your worksite. If you do not understand what is wanted, it is important to ask questions until you are sure.

4.Work out the time required to complete the repairs. Itemise each task.

10. Present the estimate to the customer for approval.

11. Once the customer has approval the estimate, prepare and present the customer a quotation for carrying out the modification to their vehicle.

CRICOS Code: 03595K

Job Card 1

Customer Details

Make:	Model	Colour:	License No:

:

Customer Concern

Declaration by The Customer

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XJ Smith / / 20
Signature of Owner Date (Fill in the date)

3.	
	
		“You’re (the customer) name is __________?”
	“Mr./Mrs./Miss/Ms./Dr. (customer’s name), how may we help you?” is the next question?

Note it on the back of the Job Card
8. Inspect the vehicle or equipment to confirm the fault? If required, take photographs to attach to the estimate. 9. Work out the estimate. Note down itemised repairs, including parts and labour.

10. Discuss with the customer, roughly what it may cost to repair the vehicle from the faults you found, and if they would like to proceed with a written quotation?

CRICOS Code: 03595K	AURTNA001 Estimate and quote automotive vehicle or machinery modifications

	Model	Colour:	License No:

Totals

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Date: ______________________________________________________________________________

Quotation of Auto Repairs 1

	Contact Details:	State:	Post code:
	City	State:	Post code:

Vehicle Details

	Odometer Reading:	Sublet
Engine No:	Engine Type:
	Parts
	Cost
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Practical Demonstration of Tasks –
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AURTNA001		Page 9 of 37

Total Sublet

Other Charges

Date:

Time:

		Tyre Report	Tech #	Job #	Time
		Tyre Report	Tech #	Job #	Time

CRICOS Code: 03595K

Job Card 1: AURTNA001 Estimate and quote automotive vehicle or machinery modifications
Student’s Name (Must fill in)

Tool and Materials:

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.

6. Contact the part supplier, work out the cost of the replacement (new, refurbished or used) components and add the workplace mark-up on each part and note the components of the estimate and quotation.

7. If any work needs to be subcontractors, if necessary, charge your customer for the time involved in dealing with the subcontractors. Note the subcontractors of the estimate and quotation

CRICOS Code: 03595K

	Model	Colour:	License No:

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.

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Signature of Owner Date (Fill in the date)

2. Firstly, you should state the name of the facility to tell customers they dialled the correct phone number. Next, states your name.

3.	
	
	

4. “Write down the customer’s name, contact details, vehicle information
5. Allow the customer to state a variety of concerns or requests from a service concern. Write down the customer’s concerns or requests on the front of the Job Card.

6. Clarify the customer service and requirements. Is the customer concern or request regarding to a mechanical or electrical fault in their vehicle?

11. Work out the quotation. Note down itemised repairs, including parts and labour.

12. Work out the cost of the replacement components and add the workplace mark-up on each part.

CRICOS Code: 03595K

RTO Provider ID: 70252

Estimate of Auto Repairs 2

Vehicle Details

Make:	Model	Colour:	License No:

The details and the estimate provided above are based on our first inspection and do not constitute a Total Parts

guarantee that no further work / parts will be required. The total bill of work will be as per the details Total Labour

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RTO Provider ID: 70252

available on completion of the work. Other terms and conditions as applicable. Total Sublet

Customer Details

Customer:	Contact Details:	State:	Post code:
	City	State:	Post code:

:

VIN No:		Odometer Reading:	Sublet

Item s	Description	Parts
Item s	Description	Cost
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RTO Provider ID: 70252

Totals

You are hereby authorized to make the above repairs and I agree to pay in full TAX (GST)

Customer Signature: __________________________________________________________________ Total

Service Advisor:

Conversation:

Fluids	QT	Tyre Report	Tech #	Job #	Time
Fluids		Tyre Report	Tech #	Job #	Time

CRICOS Code: 03595K	AURTNA001 Estimate and quote automotive vehicle or machinery modifications

RTO Provider ID: 70252


	Student’s Signature (Must fill in)	Date of Assessment (Must fill in)

CRICOS Code: 03595K RTO Provider ID: 70252	AURTNA001 Estimate and quote automotive vehicle or machinery modifications

Protective Clothing:

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.

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 modification requirements at your worksite. If you do not understand what is wanted, it is important to ask questions until you are sure.

9. Prepare the estimate.

10.Present the estimate to the customer for approval.

CRICOS Code: 03595K

RTO Provider ID: 70252

Job Card 3

Vehicle Details (Must fill in the vehicle details) If simulated vehicle used please tick 

Make:	Model	Colour:	License No:

Customer Concern

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