NZQA Expiring unit standard
15370 version 5
Page 1 of 3
Title
Demonstrate knowledge of business responsibilities towards
customers within the automotive industry
Level
4
Credits
4
Purpose
This unit standard is for people in the automotive industry.
People credited with this unit standard are able to demonstrate
knowledge of consumerism in the automotive industry, and
demonstrate knowledge of an automotive business's
responsibilities to the customer.
Classification
Motor Industry > Automotive Administration
Available grade
Achieved
Explanatory notes
The following legislation and their amendments are required to be followed where
applicable:
–
Consumer Guarantees Act, 1993
–
Fair Trading Act, 1986
–
Health and Safety in Employment Act, 1992
–
Privacy Act, 1993.
Outcomes and evidence requirements
Outcome 1
Demonstrate knowledge of consumerism in the automotive industry.
Evidence requirements
1.1
Factors in the development of consumerism in the motor industry are identified.
Range
1.2
economic development, motor industry development in New
Zealand, availability and selection of automotive product, social
demands and pressures, range of retail facilities, trading hours,
customer demands and expectations, vehicle safety standards.
Customer behaviour patterns are identified.
Range
awareness of consumer rights, purchasing power, lifestyle
changes, work and leisure hours, trading hours.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
1.3
15370 version 5
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The role of technology in the purchasing of goods and services is identified.
Range
credit facilities, point of sale computerisation.
Outcome 2
Demonstrate knowledge of an automotive business's responsibilities to the customer.
Evidence requirements
2.1
The main points of the legislation relating to the consumer are identified.
Range
2.2
Consumer Guarantees Act, Fair Trading Act, Privacy Act.
Ethical considerations in the provision of automotive goods and services are
identified.
Range
2.3
representation of the company and company customer care policy,
the spirit and letter of laws relating to the supply of goods and
services, representation of brand name vehicles and products,
compliance with industry standards and codes of practice,
professional behaviour to customers, prompt and accurate
performance in carrying out of commitments.
Responsibilities relating to information to be given to customers are identified in
accordance with legislation.
Range
information relating to carrying out repairs and selling automotive
components, information on parts labels, responsibilities when
advertising, information on warranty conditions.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
23 February 1999
31 December 2016
Revision
2
16 April 2003
31 December 2016
Review
3
25 June 2007
31 December 2016
Rollover
4
19 November 2010
31 December 2016
Rollover
5
18 February 2016
31 December 2020
Consent and Moderation Requirements (CMR) reference
0014
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
15370 version 5
Page 3 of 3
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA, or
an inter-institutional body with delegated authority for quality assurance, before they can
report credits from assessment against unit standards or deliver courses of study leading
to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Consent requirements and an outline of the moderation system that applies to this
standard are outlined in the Conesnt and Moderation Requirements (CMR). The CMR
also includes useful information about special requirements for organisations wishing to
develop education and training programmes, such as minimum qualifications for tutors and
assessors, and special resource requirements.
NZ Motor Industry Training Organisation
(Incorporated)
SSB Code 101542
 New Zealand Qualifications Authority 2016