SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

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
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

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.

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