SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Address customer requests and queries in a Distribution Centre 
SAQA US ID UNIT STANDARD TITLE
258220  Address customer requests and queries in a Distribution Centre 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is intended for staff in a Distribution Centre who interacts with customers of the DC. Customers could refer to stores serviced by the DC or customers external to the organisation if applicable to the organisation.

These persons are able to investigate and resolve queries regarding incorrect deliveries to the customer and are able to handle phoned requests for merchandise by customers. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that a learner will be competent in:
  • Communication at NQF Level 2. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain organisation policies and procedures for orders and queries regarding discrepancies on deliveries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The method for investigating customer queries in respect of incorrect deliveries is explained as it applies to the organisation. 
    ASSESSMENT CRITERION RANGE 
    Incorrect deliveries includes but is not limited to over delivery of items, short delivery of items, incorrect goods delivered, delivery not received within agreed timeframes, items received damaged.
     

    ASSESSMENT CRITERION 2 
    The policy and procedure for handling phones requests for orders is explained as it applies to the organisation. 

    ASSESSMENT CRITERION 3 
    The method for handling urgent/emergency orders is explained as it applies to the organisation. 

    SPECIFIC OUTCOME 2 
    Record order. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The availability of stock requested is sourced from the organisation's systems according to the procedures of the organisation. 

    ASSESSMENT CRITERION 2 
    Customer requests for stock are recorded according to organisation procedures. 

    ASSESSMENT CRITERION 3 
    The order is processed according to organisational policies and procedures. 

    SPECIFIC OUTCOME 3 
    Resolve queries regarding receipt of stock. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer's queries regarding the receipt of goods are solved within organisational requirements. 
    ASSESSMENT CRITERION RANGE 
    Customer queries includes but is not limited to over delivery of items, short delivery of items, incorrect goods delivered, delivery not received within agreed timeframes, items received damaged.
     

    ASSESSMENT CRITERION 2 
    Appropriate internal and external resources to help solve customer queries are identified as they apply to the organisation. 

    ASSESSMENT CRITERION 3 
    The interaction with the various types of customers is demonstrated in a way that enhances the relationship. 
    ASSESSMENT CRITERION RANGE 
    Types of customers include but is not limited to the angry customer, the nagging customer, the bribing customer, the threatening customer and the sweet talk customer.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.
  • Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • Communication skills such as active listening and questioning.
  • The organisation's procedure for handling queries where incorrect goods were delivered.
  • The organisation's procedure for handling short deliveries reported by customers.
  • The organisation's procedure for handling items reported by customers as received damaged.
  • The procedure for the handling of orders and emergency orders.
  • Procedures for processing orders/emergency orders. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems associated with orders that have a direct impact on customer relationships. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group or role-players when controlling orders. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in discharging ones duties and responsibilities within the W&R business. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using appropriate modes of oral and/or written persuasion in dealing with customer queries. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world, as a set of related systems by recognising that the business unit and customer are interdependent. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  59365   National Certificate: Freight Forwarding and Customs Compliance  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  W&RSETA 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. Centre for Logistics Excellence (Pty) Ltd 
    2. College for Business and Maritime Studies 
    3. Global Maritime Legal Solutions Pty Ltd 
    4. Learning Exchange Pty (Ltd) 
    5. Nela Kahle 80 cc 
    6. P and R Development and Training (Pty) Ltd 
    7. Robertsons Cargo Consultancy (Pty) Ltd 
    8. School of Shipping 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.