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 THAT HAS PASSED THE END DATE:

Implementing Furniture and Appliance Retail/Wholesale practices

SAQA US ID	UNIT STANDARD TITLE
8242	Implementing Furniture and Appliance Retail/Wholesale practices
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 4	NQF Level 04	20
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2003-12-03	2006-12-03	SAQA 1351/03
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2007-12-03		2010-12-03

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 is an elective standard towards the qualification National Certificate in Retail/Wholesale Sales and Service. It will allow progression towards a higher qualification in the specialised area of furniture/appliance retail/wholesale and align these practices with world-class standards

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Verbal English Communication to the equivalent of NQF 3. Numeracy to the equivalent of NQF 3

UNIT STANDARD RANGE

Resources for collecting information including telephone directories, municipality listing, historical customer data, customer feedback systems, referrals? Establishing customer profiles including lifestyles, affordability levels, buying power, size of house, size of family Products including furniture, add-on accessories, appliances Product features and add-on benefits including instructions for using/assembling products, product specifications, wood types/finishes, Scotch Guard, space-saving features, measurements, ? Services including maintenance agreements, money-back guarantees, help-desk facilities, credit granting facilities, extended guarantees, warranties, retrenchment insurance, furniture club services and benefits, after-sales service, home deliveries, 30-day free trial offers, after-hours maintenance services, on-site repairs? Customer record information including paid-up balances, small balances, good current accounts, customer feedback records

UNIT STANDARD OUTCOME HEADER

The demonstrated ability to make decisions and con

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

The demonstrated ability to make decisions and consider options when:

OUTCOME NOTES

Implementing floor layout plans for assembling furniture displays and recommending colour co-ordinations and accessories to enhance displays ensuring payment terms are prominently displayed and promotional material is available at points of sale? Monitoring procedures for receiving, securing, maintaining and delivering stocks of furniture/appliances ensuring that all requirements and precautions for large or custom made furniture/appliance orders are met? Placing consignment orders with suppliers and monitoring work in progress/ status of "non-standard" orders and providing feedback on test results of new stock lines ensuring ongoing communication between suppliers and furniture/appliance outlet ? Monitoring a range of existing customer record information for identifying opportunities for securing additional sales of products and services and advising existing customers of current promotions, negotiating with second-hand dealers and auctioneers on resale prices for customer trade-ins, repossessions and discontinued lines of furniture/appliance stock ? Implementing training sessions for informing delivery staff and factory representatives of new product specifications, enhanced features and benefits ensuring up to date product and service knowledge is maintained in all areas of the business

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The demonstrated ability to make decisions and consider options when:

ASSESSMENT CRITERION NOTES

Implementing floor layout plans for assembling furniture displays and recommending colour co-ordinations and accessories to enhance displays ensuring payment terms are prominently displayed and promotional material is available at points of sale? Monitoring procedures for receiving, securing, maintaining and delivering stocks of furniture/appliances ensuring that all requirements and precautions for large or custom made furniture/appliance orders are met? Placing consignment orders with suppliers and monitoring work in progress/ status of "non-standard" orders and providing feedback on test results of new stock lines ensuring ongoing communication between suppliers and furniture/appliance outlet ? Monitoring a range of existing customer record information for identifying opportunities for securing additional sales of products and services and advising existing customers of current promotions, negotiating with second-hand dealers and auctioneers on resale prices for customer trade-ins, repossessions and discontinued lines of furniture/appliance stock ? Implementing training sessions for informing delivery staff and factory representatives of new product specifications, enhanced features and benefits ensuring up to date product and service knowledge is maintained in all areas of the business

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

The Retail/Wholesale SETA in its ETQA role will accredit providers against this standard. Moderation will be provided by the FETQA

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

NOTES INCLUDING EMBEDDED KNOWLEDGE AND CRITICAL CROSS FIELD OUTCOMES Embedded Knowledge:The demonstrated understanding of:? Techniques for compiling contact lists, negotiating with prospective customers and overcoming objections? Promotion policy and marketing plan of the furniture/appliance outlet and promotion tactics utilised by competitive outlets? In-depth knowledge of products and technical specifications/prices, features and benefits of products, maintenance and material cleaning requirements, product add-ons and accessories, product assembly and disassembly, product measurements? Suppliers of various product ranges, supplier commitment to deadlines and quality of workmanship? Techniques for analysing customer profiles and categorising customers in accordance with furniture/appliance outlet requirements? Company policy and procedures for granting credit terms? Legislation regulating hire purchase agreements, current interest rates and payment periods? Techniques for interpreting and communicating hire purchase legislation to prospective customers? Techniques for calculating payment periods, interest, measurements? Techniques for arranging, lighting up, colour co-ordinating and accessorising furniture/appliance displays? Fleet management policy of furniture/appliance outlet and techniques for planning and scheduling furniture/appliance deliveries? Company policy and procedures for safety, housekeeping and security? Auctioneers and second-hand dealers and procedures for reselling trade-ins and repossessed furniture/appliances? Procedures for placing special orders and supplier terms? Knowledge of customer base, customer categories/profiles and customer record information

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems when implementing floor layout plans so that furniture/appliance displays are arranged in a way that will motivate the customer towards wanting the same style, colour and appearance aesthetics reflected in his/her own home

UNIT STANDARD CCFO WORKING

Work with others as a team when liaising with second-hand dealers and auctioneers so that resale prices negotiated for trade-ins and repossessions reflect the best interests of both the furniture/appliance outlet and the intermediary service provider

UNIT STANDARD CCFO ORGANISING

Organise oneself and ones activities when planning and scheduling delivery routes so that drop-off points are grouped according to areas of proximity ensuring fuel-saving measures are applied and accurate delivery times are communicated to customers

UNIT STANDARD CCFO COLLECTING

Collect, organise, analyse and critically evaluate information when identifying needs and questioning customers on the size of their homes and families so that furniture/appliances representing the style, quality and size described is presented and offered to customers

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with suppliers so that requirements for special or custom-made orders are clearly interpreted and deliveries are effected in accordance with stipulated deadlines

UNIT STANDARD CCFO SCIENCE

Demonstrate an understanding of the world as a set of related systems where courtesy extended to customers after the sale is closed and efficient assistance rendered to rectify out of line situations leads to ongoing customer support and future furniture/appliance sales

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Elective	13719	National Certificate: Retail and Wholesale, Sales and Service Technology	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2006-12-03	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.

NONE

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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.