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 THAT HAS PASSED THE END DATE:

Attending to customers

SAQA US ID	UNIT STANDARD TITLE
7633	Attending to customers
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 2	NQF Level 02	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 a core standard towards the qualification of National Certificate in retail/wholesale processes at NQF Level 2. This core standard intends to raise the level and quality of customer care in the retail/wholesale sector.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

English, verbal communication to at least NQF Level 1 equivalent

UNIT STANDARD RANGE

Customer queries including locations for different categories of merchandise, merchandise prices, discounts, promotions, returns of damaged merchandise

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

Responding openly and objectively when attending to a range of customer queries in retail/wholesale outlets?

Directing customers to appropriate internal resources for resolving customer queries in retail/wholesale outlets

Maintaining ongoing customer service during busy trading periods by assisting co-workers attending to customers in retail/wholesale outlets

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

The ability to produce the following types of evidence:

ASSESSMENT CRITERION NOTES

Discuss organisational policy on customer service delivery in retail/wholesale outlet?

Produce an illustration of store layout and identify locations for different categories of merchandise ?

Performance of assisting customers and maintaining ongoing customer service during busy trading periods

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Programmes leading to the acquisition of these credits will be accredited by the Retail/Wholesale SETA in conjunction with the FETQA

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

The demonstrated understanding of:?

Organisational policy for promoting image of retail/wholesale outlet?
Ranges of merchandise stocked by retail/wholesale outlet?
Different categories of merchandise stocked by retail/wholesale outlet

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO WORKING

Work with others as part of a team by supporting co-workers during busy trading periods so that ongoing customer service is maintained

UNIT STANDARD CCFO ORGANISING

The ability to:?
Organise and manage one's activities when attending to customers so that responses are delivered in a professional and open manner

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively when responding to customer queries so that informed advice is given regarding product locations and prices

UNIT STANDARD CCFO SCIENCE

Understand the world as a set of related systems where immediate and informed assistance offered to customers leads to the establishment of long-term relationships between customers and retail/wholesale outlets

UNIT STANDARD ASSESSOR CRITERIA

The ability to produce the following types of evidence:

(The evidence must be judged by a registered retail assessor both in-store and at the training centre)?

Discuss organisational policy for promoting image of retail/wholesale outlet?

Describe and give examples of the different categories of merchandise stocked by retail/wholesale outlet?

Discuss organisational policy on customer service delivery in retail/wholesale outlet?

Produce an illustration of store layout and identify locations for different categories of merchandise ?

Performance of assisting customers and maintaining ongoing customer service during busy trading periods

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	13718	National Certificate: Retail and Wholesale Processes	Level 2	NQF Level 02	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.

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