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 QUALIFICATION:

Occupational Certificate: Service Station Attendant

SAQA QUAL ID	QUALIFICATION TITLE
99708	Occupational Certificate: Service Station Attendant
ORIGINATOR
Development Quality Partner - W&RSETA
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
-			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
Occupational Certificate	Field 11 - Services		Wholesale and Retail
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	28	Not Applicable	NQF Level 02	Regular-ELOAC
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Reregistered		EXCO 0425/24	2018-07-01	2025-12-30
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-12-30		2029-12-30

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 qualification does not replace any other qualification and is not replaced by any other qualification.

PURPOSE AND RATIONALE OF THE QUALIFICATION

Purpose:
The purpose of this qualification is to prepare a learner to operate as a Service Station Attendant.

A Service Station Attendant sells and dispenses fuel, lubricants and other accessories, and other automotive accessories, and performs minor checks on motor vehicles at a service station and processes payments.

A qualified learner will be able to:

Interact with customers on a forecourt.

Implement forecourt operations.

Rationale:
One of the central objectives of the National Skills Development Strategy is to alleviate unemployment and increase skills level of the population. This qualification will therefore, give lower level skilled individuals the opportunity to learn service station related competencies.

Learners will be able to access the back office Process Consultant as well as the Retail Supervisor qualifications which will add great value to a sustainable career path. Learners who complete these qualifications will not only be an asset to the Fuel industry, but other industries too, also the economy will benefit as possible employment opportunities will rise from implementing this entry level qualification.

Skilled Service Station Attendants who will be able to increase income and improve the image of the service station will contribute to the profitability of these businesses in the Fuel industry. This will mean reducing unemployment levels in the South African economy.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Recognition of Prior Learning (RPL):
RPL for access to the external integrated summative assessment: Accredited providers and approved workplaces must apply the internal assessment criteria specified in the related curriculum document to establish and confirm prior learning. Accredited providers and workplaces must confirm prior learning by issuing a statement of results or certifying a work experience record.

RPL for access to the qualification: Accredited providers and approved workplaces may recognise prior learning against the relevant access requirements.

Entry Requirements:

NQF Level 1 qualification with Mathematical Literacy and Communication.

RECOGNISE PREVIOUS LEARNING?

QUALIFICATION RULES

This qualification is made up of the following compulsory Knowledge and Practical Skill Modules.

Knowledge Modules:

524501001-KM-01, Principles of customer service, Level 2, 2 Credits.

524501001-KM-02, Forecourt operations, Level 2, 6 Credits.
Total number of credits for Knowledge Modules: 8.

Practical Skill Modules:

524501001-PM-01, Communicate with customers, Level 2, 2 Credits.

524501001-PM-02, Perform forecourt services, Level 2, 4 Credits.
Total number of credits for Practical Skill Modules: 6.

This qualification also requires the following Work Experience Modules:

524501001-WM-01, Processes and procedures for interacting with customers and team members, Level 2, 4 Credits.

524501001-WM-02, Processes and procedures for working on a forecourt, Level 2, 10 Credits.
Total number of credits for Work Experience Modules: 14.

EXIT LEVEL OUTCOMES

1. Provide a level of service that encourages customer loyalty.
2. Provide safe forecourt services.

ASSOCIATED ASSESSMENT CRITERIA

Associated Assessment Criteria for Exit Level Outcome 1:

Appropriate responses are provided for a variety of customer requests and interactions on a forecourt.

Various scenarios in which forecourt attendants greet and direct customers are evaluated and recommendations are proposed to improve service to improve customer service experience.

Appropriate responses are provided for a variety of team interactions on a forecourt.

Appropriate responses are provided where customers are not adhering to safety requirements on a forecourt.

Associated Assessment Criteria for Exit Level Outcome 2:

Various unsafe customer behaviours on a forecourt are identified and corrected.

The various services provided on a forecourt including but not limited to: refuelling, checking and topping up oil, and inflating tyres are identified as generally accepted in the industry.

The steps for refuelling vehicles and checking and topping up oil are listed as generally accepted in the industry.

The correct safety measures are identified when refuelling vehicles and accepting delivery of fuel.

Integrated Assessment:
Integrated Formative Assessment:
The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighing. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

Integrated Summative Assessment:
An external integrated summative assessment, conducted through the relevant Quality Council for Trades and Occupations (QCTO) Assessment Quality Partner is required for the issuing of this qualification. The external integrated summative assessment will focus on the exit level outcomes and associated assessment criteria. The external assessment model requires that the external assessment will be conducted through a combination of written assessment and practical task at an accredited assessment centre.

The written examination will be concluded at an accredited assessment centre and marked by registered assessors. Practical tasks will also be assessed by registered assessors. The combination of the written and practical assessment will be conducted over a period of two days for each type of material.

INTERNATIONAL COMPARABILITY

This qualification has been compared against international practice in the Fuel Retail industry. Reference to service station operations unit standards and qualifications were found in New Zealand and Australia.

The New Zealand National Certificate in Motor Industry (Service Station Sales) NQF Ref: 0026, and the Australian Certificate II in Automotive Sales Service Station Operation (AUR2110)5.
Whilst the related New Zealand qualification includes a number of communication literacy standards and is broader than this qualification, it covers all aspects of this Service station attendant qualification. The Australian qualification makes reference to sales as well as service station operation which is a component of the larger qualification. All aspects of this qualification are covered by the Australian core and elective standards.

Both the New Zealand and Australian qualifications have a strong focus on motor and automotive retail areas of learning rather than specifically forecourt services. In terms of retail and the automotive learning areas, the New Zealand qualification comprises core generic and elective unit standards where the core generic aspects relates to time management, understanding the automotive industry, carrying out personal workplace requirements, maintaining automotive stock, identifying the location of motor vehicle systems and components, displaying goods, selling products, carrying out forecourt duties.

The New Zealand qualification also comprises of maintaining a safe and secure work environment, mastering the fundamentals of consumer behaviour, interpreting the retail distribution legislation and environment, attending to customers, providing customer service, performing calculations, employing customer service techniques.

The electives include automotive administration such as carrying out office functions, determining stock levels, determining warranties and demonstrating the use of automotive products as well as automotive electrical and electronics such as servicing a battery.

The electives further comprise of automotive preventive maintenance and automotive sales, where the latter includes dispensing of Compressed Natural Gas (CNG) and Liquefied Natural Gas (LPG) whilst automotive electrical and electronics includes selecting and applying lubricants and preparing a vehicle for use and shutdown.

The Australian qualification is located within the Australian Apprenticeship Services. The compulsory units of competence include applying safe work practices, establishing customer relations, working effectively with others, communicating effectively in the workplace, applying environmental regulations and best practices in the workplace, selling products, delivering customer service.

The Service Station Descriptors include learning units such as identifying the automotive parts and selecting the products, presenting stock and sales area, carrying out cash/credit/fund transfer transactions, applying legal requirements relating to product sales, using business technology, maintaining workplace safety, applying point of sale handling procedures, minimising theft.

Numerous private service providers offer Forecourt related training and many gave input into the development of this qualification.

Conclusion:
This qualification compares favourably with the international comparisons done in terms of maintaining a safe and secure work environment and mastering the fundamentals of consumer behaviour as well as displaying goods, selling products and carrying out forecourt duties.

ARTICULATION OPTIONS

Horizontal Articulation:

Occupational Certificate: Back Office Process Consultant (Cash Office Clerk), Level 2.

Vertical Articulation:

Occupational Certificate: Sales Assistant General (Retail Sales Advisor), Level 3, (ID 99669).

MODERATION OPTIONS

N/A

CRITERIA FOR THE REGISTRATION OF ASSESSORS

N/A

NOTES

N/A

LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:

NONE

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION:

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.

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