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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Identify the importance of customer service in the wholesale and retail environment 
SAQA US ID UNIT STANDARD TITLE
259938  Identify the importance of customer service in the wholesale and retail environment 
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 1  NQF Level 01 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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 
The purpose of this unit standard is the establishment of a foundational understanding of the importance of customer service in the Wholesale and Retail environment.

Individuals credited with this unit standard will gain an awareness of the importance of customer service and will recognise customer service and how it applies to the business environment in the Wholesale and Retail Sector.

Learners found competent against this unit standard will be able to:
  • Recognise and describe the importance of customer service in a Wholesale and Retail environment.
  • Identify good customer service standards.
  • Illustrate the handling of basic customer queries. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that the learner is competent in Communication and Mathematical Literacy at ABET Level 3. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Recognise and describe the importance of customer service in a Wholesale and Retail environment. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer service is described to indicate the relationship between an organisation, its workforce and customers in an organisation. 

    ASSESSMENT CRITERION 2 
    The term "Moments of truth" is described as it applies to customer service. 

    ASSESSMENT CRITERION 3 
    "Moments of truth" in a store are described through the provision of relevant examples. 

    ASSESSMENT CRITERION 4 
    The effect of the concept "treat others as you would like to be treated" is described as an approach to customer service. 

    ASSESSMENT CRITERION 5 
    The impact of personal conduct on the workplace, the organisation and the customer is recognised and described. 

    ASSESSMENT CRITERION 6 
    The value of satisfied customers to the organisation is described. 

    ASSESSMENT CRITERION 7 
    The consequences of poor customer service on the organisation are recognised and described. 

    ASSESSMENT CRITERION 8 
    The difference between internal and external customers in an organisation is described. 

    SPECIFIC OUTCOME 2 
    Identify good customer service standards. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Examples of good customer service in at least three formal retail and wholesale organisations are identified. 

    ASSESSMENT CRITERION 2 
    Examples of good customer service in at least three informal outlets are identified. 

    ASSESSMENT CRITERION 3 
    Good customer service standards for an informal outlet are identified and described. 

    SPECIFIC OUTCOME 3 
    Illustrate the handling of basic customer queries. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The use of effective listening skills to understand customer queries is illustrated. 

    ASSESSMENT CRITERION 2 
    The use of effective questioning techniques to understand customer queries is illustrated. 

    ASSESSMENT CRITERION 3 
    Repeating of a query in one's own words to confirm understanding of a query when dealing with a customer is illustrated. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing an individual against this unit standard must meet the assessor requirements of the relevant ETQA. In particular, such assessors must demonstrate that they assess in terms of the scope and context defined in all the range statements. Any institution offering learning towards this unit standard must be accredited as a provider with the relevant ETQA.
  • External moderation of assessment will be conducted by the relevant ETQA at its discretion according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Customer service concepts.
  • Customer service requirements.
  • Difference between internal and external customers.
  • The term "Moments of Truth" as used in the industry.
  • Effective listening skills.
  • Effective questioning skills.
  • Handling of basic complaints.
  • Importance of customer service. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The correct identification of customer needs and the handling of queries and requests require the identification and solving of problems.

    Refer to the following Specific Outcome:
  • Illustrate the handling of basic customer queries.

    Refer to all Assessment Criteria. 

  • UNIT STANDARD CCFO WORKING 
    The provision of customer service as part of contact base to customers and clients as well as the effective addressing of queries and complaints requires teamwork.

    Refer to the following Specific Outcomes:
  • Recognise and describe the importance of customer service in a Wholesale and Retail environment.
  • Identify good customer service standards.

    Refer to all Assessment Criteria. 

  • UNIT STANDARD CCFO COLLECTING 
    The collecting of organisation to enable effective provision of customer service is analysed to understand the correct way of addressing customer service in the Wholesale and Retail environment.

    Refer to the following Specific Outcome:
  • Identify good customer service standards.

    Refer to all Assessment Criteria. 

  • UNIT STANDARD CCFO COMMUNICATING 
    The identification and clarification of needs and requirements as well as the addressing of requests and queries in the provision of customer service in the Wholesale and Retail environment requires effective communication skills.

    Refer to the following Specific Outcome:
  • Illustrate the handling of basic customer queries.

    Refer to all Assessment Criteria. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    The impact of internal and external customer service on the Wholesale and Retail environment enables an understanding of a set of related systems.

    Refer to the following Specific Outcomes:
  • Recognise and describe the importance of customer service in a Wholesale and Retail environment.
  • Identify good customer service standards.

    Refer to all Assessment Criteria. 

  • UNIT STANDARD CCFO CONTRIBUTING 
    The provision of internal customer service contributes to the maintaining of effective working relationships.

    Refer to the following Specific Outcome:
  • Illustrate the handling of basic customer queries.

    Refer to all Assessment Criteria. 

  • 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  71751   General Education and Training Certificate: Adult Basic Education and Training  Level 1  NQF Level 01  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 


    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. BOLAND COLLEGE 
    2. CAPE COLLEGE 
    3. Guest Resource Services (Pty) Ltd 
    4. South Cape Public FET College - George Campus 



    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.