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Written Assessment
Unit National
Code AURACA001 & AURAFA003 (Clustered)
Unit Name Respond to customer needs and enquiries in an automotive workplace & Communicate effectively in an automotive workplace
Unit Descriptor
AURACA001 This unit describes the performance outcomes required to identify customer needs and enquiries, and provide effective information and advice when supplying automotive products and services.
It applies to those working in an automotive workplace.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication.
AURAFA003 This unit describes the performance outcomes required to communicate in an automotive workplace. It involves communicating effectively by conveying and receiving information using verbal and non-verbal techniques and correct automotive technical terminology.
It applies to those working in the automotive service and repair industry.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of publication..
Full details for these units of competency/qualification are available on the government website, www.training.gov.au. Please contact your lecturer for clarification on any aspect of this unit of competency/qualification.
Student Name
Students Signature
Stage / Cluster
Assessment carried out at ( Please Circle ) Apeiro Institute Work Place
Assessment Outcome( Circle one ) Satisfactory Not Satisfactory
Assessor’s Name Assessor’s Signature
Co – Assessor’s Name ( if req ) Co – Assessor’s Signature ( if req )
Assessors Feedback ( if req )
Students Feedback ( if req )
Instruction to Student: Please adhere to the following requirements, Non- Compliance will result in Termination of the assessment and
you will be required to start again
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 RTO Complaints and Appeals Policy and Procedure on their website at insert website link 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 insert website link Yes / No
I have access to all required resources? Yes / No
Cheating & Plagiarism Declaration
Student Declaration: In accordance with The RTO Plagiarism 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______
Note: The assessments are based on Competency Based Training and as such all questions are needed to be answered correctly
Please wait until the assessor authorizes to begin assessment
• Only seek clarifications from the assessor and not with fellow classmates
• Please do not use any electronic devices such as but not limited to Cell / Mobile Phones, Tablets, Computing devices without prior permission from assessor.
• Please refrain from communicating or sharing any information with anyone around you as this may cause the termination of the assessment for you and the person you are communicating with.
• At the end of the assessment hand over your assessment to the assessor or as instructed by the assessor
BEST of LUCK
Q1. Give minimum 3 basic types of communication systems work in automotive workshop? (answers may not be limited to response below)



Q2 What is Communication?
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Q3. Why is effective communication important?


Q4 What form of communication is preferred by the customers generally?
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Q5 What benefits are there in a face to face communication?






Q6 When do you need to communicate with the customer directly working as technician or mechanic?



Q7 When talking on the phone what basic steps should you take?





Q8 What is ASAP technique?
• A
• S
• A
• P
Q9 By end of the phone call, what should you aim for in relation to conveying or achieving?






Q10 What are some of the benefits of written communication?






Q11 What is a quasi-contract and how is this used in the automotive industry?
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___________________________________________________________________________________ Q12 What steps can you take to ensure that your customer understands, what you are trying to convey?




Q13. What are some basic steps to meet and greet customers?





Q14 What is Australian Consumer Law (ACL Law)?
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________________________________________End of Test__________________________________________

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