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

Deal with customers in a retail business 
SAQA US ID UNIT STANDARD TITLE
243806  Deal with customers in a retail business 
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  8 
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 aimed at people who interact with customers at the level where they are expected to be able to solve customer complaints and answer customer queries. Persons credited with this unit standard understand and can implement customer service standards and can operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that learners are competent in:
  • Communications and Mathematical Literacy at NQF Level 2. 
    		•

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the standards for customer service. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The manner in which a positive image is promoted to customers is explained as it applies to the wholesale and retail environment. 

    ASSESSMENT CRITERION 2 
    A policy on customer service is developed for the outlet. 

    ASSESSMENT CRITERION 3 
    Customer service standards for every staff member are explained according to the requirements of the outlet. 

    SPECIFIC OUTCOME 2 
    Deal with customers in a professional manner. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Personal appearance is maintained to present a positive image to the customer. 

    ASSESSMENT CRITERION 2 
    Customers are acknowledged and greeted in a professional manner. 

    ASSESSMENT CRITERION 3 
    Customer needs are identified to ensure customer satisfaction. 

    ASSESSMENT CRITERION 4 
    The customer's needs are understood through appropriate listening and questioning techniques. 

    ASSESSMENT CRITERION 5 
    Customer needs are met in a courteous and professional manner. 

    SPECIFIC OUTCOME 3 
    Respond to customer complaints. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Steps for dealing with customer complaints are explained with examples of good and bad practice. 

    ASSESSMENT CRITERION 2 
    The contact with the customer in carried out in a manner that diffuses the emotions and minimises disruption. 

    ASSESSMENT CRITERION 3 
    The customer's complaint is interpreted and appropriate actions are taken. 

    ASSESSMENT CRITERION 4 
    Ways in which to address queries and complaints in a manner that satisfies both the business and the customer are explained with examples of good and bad practice. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Programmes leading to the award of credits from this unit standard will be accredited by the relevant ETQA. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Importance of the customer and customer service.
  • Procedures for dealing with customer complaints/queries.
  • Techniques to resolve customer complaints.
  • Listening and questioning techniques. 
    		•

    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 outcome:
  • Respond to customer complaints. 
    		•

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

    Refer to the following outcome:
  • Identify the standards for customer service. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.

    Refer to the following outcome:
  • Deal with customers in a professional manner. 
    		•

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

    Refer to the following outcomes:
  • Deal with customers in a professional manner.
  • Respond to customer complaints. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to the following outcomes:
  • Deal with customers in a professional manner.
  • Respond to customer complaints. 
    		•

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

    Refer to the following outcome:
  • Identify the standards for customer service. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.

    Refer to the following outcome:
  • Deal with customers in a professional manner. 
    		•

    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
    Core  58308   National Certificate: Informal Small Business Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  W&RSETA 
    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. 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.