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: 

Create and maintain a positive relationship with the customer within motor sales and support services 
SAQA US ID UNIT STANDARD TITLE
9847  Create and maintain a positive relationship with the customer within motor sales and support services 
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  14 
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 learner is capable of promoting, maintaining and evaluating levels of customer satisfaction and market trends to retain customers in order to ensure optimisation of sales. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Knowledge: Computer literacy
Skills: Basic financial and business skills 

UNIT STANDARD RANGE 
Context
Formal and informal procedures and practices within the organisation`s quality management system.
Phone/e-mail/letters/sms/brochures/invitations
Manual/electronic data capturing processes
Documentation related to procedures, products and services and customer feedback

Level
A learning programme leading to the award of this unit standard should develop learners who demonstrate:
(a) A foundational knowledge base as indicated in the embedded knowledge component
(b) An understanding of the discipline/field`s fundamental terms, rules, concepts and principles
(c) Familiarity with some of the essential procedures, operations and techniques of this field
(d) An ability to use a range of procedures to solve routine problems
(e) Basic information gathering, analysis and presentation skills
(f) An ability to communicate and present information clearly and reliability following prescribed formats and conventions 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Promote and maintain quality and customer service standards according to organisational requirements 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Systems and procedures for maintenance of quality and customer service standards are adhered to at all times. 

ASSESSMENT CRITERION 2 
2. Explain organisational policies and practices with regard to customer service. 

ASSESSMENT CRITERION 3 
3. Apply a range of communication techniques appropriate to context when interacting with customers. 

SPECIFIC OUTCOME 2 
Update and maintain customer records. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Data is comprehensive, correct in detail and contains relevant facts. 

ASSESSMENT CRITERION 2 
2. Records are readily checked updated and corrected. 

ASSESSMENT CRITERION 3 
3. Records can be easily retrieved. 

SPECIFIC OUTCOME 3 
Deal with customer complaints and queries. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Complaints are received and dealt with in accordance with organisation policies/procedures relating to customers in a professional manner. 

ASSESSMENT CRITERION 2 
2. Individual complaints are fully researched and suitable solutions are presented and agreed upon. 

ASSESSMENT CRITERION 3 
3. Explain understanding of levels of accountability in providing solutions and refer to relevant department/person where applicable. 

ASSESSMENT CRITERION 4 
4. Past customer complaints are analysed and used to inform and improve future practise. 

ASSESSMENT CRITERION 5 
5. Apply a range of communication techniques appropriate to context when interacting with customers. 

SPECIFIC OUTCOME 4 
Obtain and evaluate marketing information and trends to enhance customer service. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Relevant marketing information and trends are sought from a variety of sources. 

ASSESSMENT CRITERION 2 
2. To evaluate and analyse the information to identify strengths and weaknesses for improved service delivery. 

ASSESSMENT CRITERION 3 
3. Investigate and establish customers needs and interests. 

ASSESSMENT CRITERION 4 
4. Generate customers' interest in products and services. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
The standard describes competent performance in creating and maintaining a lasting relationship with the customer, and lay down the criteria by which competence should be judged, as well as the range of circumstances in which competence should be demonstrated.

Integrated assessment methods and tools will allow the candidate to demonstrate that she/he has acquired knowledge of and can safely and effectively apply competence identified in this unit standard.

These tools include the following:
  • In-situ (on-the-job) observations
  • Role-play simulations
  • Structured group discussions
  • Written reports (e.g. tests, exams, case studies, projects, registers, logbooks, workbooks)
  • Verbal report backs (presentations)
  • Portfolios of evidence
  • Projects (physical visits to Government Departments)
  • Experiential learning
  • Working in teams
  • Scenario sketching

    These methods must be carefully selected based on the purpose of the assessment (for example, the written method of assessing knowledge or on-job demonstration of practical competence). The assessment must integrate a number of different methods in order to give the assessor reliable and valid proof of competence and evidence of required attitudes.

    Candidates are assessed against these assessment criteria. Currently employed candidates are observed carrying out their normal work duties by an assessor. They may also be asked to carry out simulated tasks and to answer written and/or oral questions. Candidates studying towards a Unit Standard, and who are not currently employed, will also be assessed using variety of assessment tools.

    Training providers offering the qualifications, or part thereof, shall be accredited in terms of the criteria laid down by the relevant SETA/ETQA.

    Qualified Assessors will be appointed by the training institutions offering the qualifications and must be registered and accredited with the relevant SETA/ETQA.

    Requirements of a portfolio

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience which serves to supplement the assessment of applied competence.

    The portfolio may include inter alia:
  • Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
  • Relevant certificates or awards
  • Previous assessment records
  • Journals/logbook 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Organisational policies and practices
    Methods of storing and retrieving records.
    Customer care
    Conflict resolution/negotiation Skills
    Communication skills and techniques
    Levels of accountability
    Sources of market information
    Market conditions
    Sales and Trends
    Competitor skills
    Market research methods 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way when promoting, maintaining and evaluating levels of customer satisfaction and market trends. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team when promoting, maintaining and evaluating levels of customer satisfaction and market trends. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one`s personal activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information relevant to the promotion, maintenance and evaluation of levels of customer satisfaction and market trends. 

    UNIT STANDARD CCFO DEMONSTRATING 
  • Understand and apply a range of office management-related techniques, procedures and experimental approaches required in the different specific programmes leading up to this qualification.
  • Understand the world as a set of related systems by recognising that promoting, maintaining and evaluating levels of customer satisfaction and market trends do not exist in isolation. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21003   National Certificate: Motor Sales and Support Services  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2008-11-26  Was MERSETA until Last Date for Achievement 


    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.