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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Address customer queries in a wholesale environment 
SAQA US ID UNIT STANDARD TITLE
243712  Address customer queries in a wholesale 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 3  NQF Level 03  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 all staff in a Wholesale environment who interact with customers either at a counter or over the phone. These persons are able to respond to customer enquiries in a friendly manner, and handle requests for credit/return according to the procedures of the organisation and always presenting a positive image to the customer. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Communication Literacy at NQF Level 2 or equivalent.
  • Mathematical Literacy at NQF Level 2 or equivalent. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Understand and apply the organisation's customer service policy. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The policy on customer service is described in terms of the requirements of the organisation. 

    ASSESSMENT CRITERION 2 
    Customer service standards when addressing customer queries are explained according to the requirements of the organisation. 

    ASSESSMENT CRITERION 3 
    The Customer is acknowledged and greeted according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    The customer is communicated with in a manner that encourages further positive interaction. 

    SPECIFIC OUTCOME 2 
    Address queries regarding product and price. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The customer's query is clearly understood and responded to according to organisational policy. 

    ASSESSMENT CRITERION 2 
    The availability and price of stock is sourced from the organisation's systems according to the procedures of the organisation. 

    ASSESSMENT CRITERION 3 
    The customer is communicated with, in a manner that enhances the image of the organisation. 

    ASSESSMENT CRITERION 4 
    The organisations policy on giving discounts to customers is explained. 

    ASSESSMENT CRITERION 5 
    A customer's request for credit is addressed within organisational requirements. 

    ASSESSMENT CRITERION 6 
    Appropriate internal and external resources to help solve customer queries are identified as they apply to the organisation. 

    SPECIFIC OUTCOME 3 
    Resolve queries regarding receipt of stock. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    A customer's query regarding the receipt of incorrect goods is solved within organisational requirements. 

    ASSESSMENT CRITERION 2 
    A customer's query regarding the receipt of a short delivery is solved within organisational requirements. 

    ASSESSMENT CRITERION 3 
    A customer's query regarding the receipt of items received damaged is solved within organisational requirements. 

    ASSESSMENT CRITERION 4 
    A customer's query regarding the non-receipt of goods within the time promised is solved within organisational requirements. 

    ASSESSMENT CRITERION 5 
    Customer complaints are resolved in a manner that enhances the image of the organisation and within the policies and procedures of the organisation. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA or an ETQA, which has a MOU with the relevant ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA, according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The organisation's customer service policy.
  • Service requirements in respect of own job function.
  • Organisational requirements in respect of greeting customers.
  • Communication skills such as active listening and questioning.
  • How to look up stock availability and price on the organisation's systems.
  • Appropriate internal & external resources to help solve customer query and complaints.
  • 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 requests for credit as they apply to the organisation. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.

    Refer to the following specific outcomes:
  • Address queries regarding product and price.
  • Resolve queries regarding receipt of stock. 
    		•

    UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team.

    Refer to the following specific outcomes:
  • Address queries regarding product and price.
  • Resolve queries regarding receipt of stock. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.

    Refer to the following specific outcomes:
  • Address queries regarding product and price.
  • Resolve queries regarding receipt of stock. 
    		•

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.

    Refer to the following specific outcome:
  • Resolve queries regarding receipt of stock. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to the following specific outcomes:
  • Understand and apply the organisation's customer service policy.
  • Address queries regarding product and price. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.

    Refer to the following specific outcomes:
  • Understand and apply the organisation's customer service policy.
  • Address queries regarding product and price.
  • Resolve queries regarding receipt of stock. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.

    Refer to the following specific outcomes:
  • Understand and apply the organisation's customer service policy.
  • Address queries regarding product and price. 
    		•

    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  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    Elective  72049   National Certificate: Pharmacist Assistance  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Passed the End Date -
    Status was "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. Gemini Training And Development Pty Ltd 
    2. Intellect Management and Training 
    3. Visual Excellence Trading 508 (Pty) Ltd 


    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.