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: 

Sell car rental products and services and maintain customer satisfaction 
SAQA US ID UNIT STANDARD TITLE
117041  Sell car rental products and services and maintain customer satisfaction 
ORIGINATOR
SGB Hiring Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Cleaning, Domestic, Hiring, Property and Rescue Services 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5 
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 
The person credited with this unit standard is able to obtain customer information required to quality the customer, they are also able to identify and match products and services to meet the customer's needs. Learners are able to complete the required documentation accurately and are able to check customer satisfaction levels on the return of the vehicle and take appropriate action to ensure future satisfaction

The qualifying learner is capable of:
  • Identifying needs of the customer
  • Presenting car rental features, advantages and benefits to the customer
  • Demonstrating car rental features, advantages and benefits
  • Applying closing techniques to sell products or services
  • Dealing with unexpected situations
  • Establishing levels of customer satisfaction on return of vehicle 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this qualification will have demonstrated competence in numeracy, literacy and information technology at NQF level 4 or equivalent. 

  • UNIT STANDARD RANGE 
  • Customer details include but is not limited to: age, driver licence.
  • Solutions to customers needs include but are not limited to: rates, car size, rental packages, baby seat, snow chains, tow bar. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify needs of the customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer car rental need are identified through the use of questions. 

    ASSESSMENT CRITERION 2 
    Significant factors are established and developed in relation to developing customer relationships. 

    ASSESSMENT CRITERION 3 
    Customer buying motives are identified by linking car rental products features, advantages and benefits to them. 

    ASSESSMENT CRITERION 4 
    Customer needs are identified and assessed in terms of car rental product quality, price and usage. 

    SPECIFIC OUTCOME 2 
    Present car rental features, advantages and benefits to the customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Car rental features, advantages and benefits are presented in accordance with customer needs. 

    ASSESSMENT CRITERION 2 
    Credibility is established of the car rental organisation through the quality of the presentation. 

    ASSESSMENT CRITERION 3 
    Major features of the car rental products/services are established and presented that emphasise advantages and benefits in relation to identified needs. 

    ASSESSMENT CRITERION 4 
    Customers responsiveness to the car rental features, advantages and benefits is assessed to evaluate their acceptance. 

    SPECIFIC OUTCOME 3 
    Demonstrate car rental features, advantages and benefits. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Car rental product/service features, advantages and benefits are demonstrated that match clients needs. 

    ASSESSMENT CRITERION 2 
    Demonstration is carried out in accordance with operating instructions and highlights product features, advantages and benefits. 

    ASSESSMENT CRITERION 3 
    Demonstration is consistent with the sales clients needs for the uses of the products. 

    SPECIFIC OUTCOME 4 
    Apply closing techniques to sell products or services. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Closing or buying signals are observed and response is applied according to observations and responses. 

    ASSESSMENT CRITERION 2 
    Closing the sale is demonstrated in terms of confirmation of commitment or decision to purchase. 

    ASSESSMENT CRITERION 3 
    Closing techniques are applied to close the deal. 

    ASSESSMENT CRITERION 4 
    All relevant documentation to confirm the deal is completed in accordance with organisational procedures. 

    ASSESSMENT CRITERION 5 
    Follow-up procedures wit customers are applied in terms of monitoring the fulfilment of the deal. 

    SPECIFIC OUTCOME 5 
    Deal with unexpected situations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Unexpected sales situations are handled according to organisational procedures. 

    ASSESSMENT CRITERION 2 
    Unexpected sales situations are recorded in required format and reported to authorised individual within required time frame. 

    SPECIFIC OUTCOME 6 
    Establish level of customer satisfaction on return of vehicle. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Satisfaction levels are obtained through questioning and recorded in required format. 

    ASSESSMENT CRITERION 2 
    Dissatisfaction is recorded in required format and reported to authorised individual. 

    ASSESSMENT CRITERION 3 
    Feedback is given to the customer within required timeframe. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Knowledge of the selling skills and techniques
  • Understanding of closing techniques
  • Knowledge of problem solving skills and techniques
  • Knowledge of customer satisfaction skills and techniques 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems relating to qualifying the customers and handling their objections 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information when qualifying the customer and matching products and services to meet their needs 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively dealing with customer objections and completing their hire rental documentation 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology to identify and match products and services to customers needs as well as completing their required documentation 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of reflecting on and exploring a variety of strategies to learn more effectively 

    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  48888   National Diploma: Hiring Operations Management  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2016-12-31  SERVICES 


    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.
     
    NONE 



    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.