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

Conduct sales in motor sales and support services 
SAQA US ID UNIT STANDARD TITLE
9848  Conduct sales in 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  16 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2006-11-07  2008-11-26  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2009-11-26   2012-11-26  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
259886  Conduct sales and support services  Level 4  NQF Level 04  16   

PURPOSE OF THE UNIT STANDARD 
Learner is capable of conducting sales in the retail automotive industry (motor sales and support services) by presenting the products and services to the customer in such a way that is conducive to a successful sale. Learner is capable of acting in such a manner to enhance the image of the retail automotive industry. 

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

UNIT STANDARD RANGE 
Context
Practical demonstration, Information/Promotion material
Product, price, terms, conditions, quantity, quality, specifications, delivery, related to automotive industry
Quotes can be in writing, verbal or electronic
Concerns related to product, specifications, conditions, terms in retail automotive industry
Existing and potential customer objections regarding: product, service related, price related, specification related, design related, quality related and availability
Buying signals verbal and non-verbal

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 
Present and/or demonstrate products and services to prospective customer. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Information relating to the product/service is presented in such a manner as to generate and maintain customer interest. 

ASSESSMENT CRITERION 2 
2. Sales interview is structured and controlled while maintaining flexibility to achieve defined sales objectives. 

ASSESSMENT CRITERION 3 
3. Interpret customers' interest correctly. 

ASSESSMENT CRITERION 4 
4. Ability to sell add on products or services. 

SPECIFIC OUTCOME 2 
Negotiate and/or agree to terms and conditions of sales. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Items requiring agreement are identified to the satisfaction of the customer and organisation. 

ASSESSMENT CRITERION 2 
2. Agreement is reached on the supply of the product/service which meet all parties requirements. 

ASSESSMENT CRITERION 3 
3. Agreements are formalised and documented according to organisational requirements. 

ASSESSMENT CRITERION 4 
4. Terms of sales are agreed. 

SPECIFIC OUTCOME 3 
Prepare quotations. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Objectives are clearly defined. 

ASSESSMENT CRITERION 2 
2. Effectively liaise where necessary with internal and external departments. 

ASSESSMENT CRITERION 3 
3. Quotation is submitted/presented according to organisational and legislative and legal requirements. 

SPECIFIC OUTCOME 4 
Handle and deal with customer objections and concerns. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Concerns and objections are clarified by tactful questioning. 

ASSESSMENT CRITERION 2 
2. Proposals meet customers objections and concerns. 

ASSESSMENT CRITERION 3 
3. Objections are restored where possible. 

ASSESSMENT CRITERION 4 
4. Unresolved objections and concerns are referred to relevant person. 

SPECIFIC OUTCOME 5 
Close deal and create customer commitment. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Customers willingness to buy is confirmed. 

ASSESSMENT CRITERION 2 
2. Customers commitment to cause of action is obtained. 

ASSESSMENT CRITERION 3 
3. Demonstrate ability to secure future relationships. 

ASSESSMENT CRITERION 4 
4. Necessary paperwork are completed and submitted to relevant departments. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
The standard describes competent performance conducting sales in the functional areas of the automotive industry, 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 
    Presentation skills related to retail automotive industry
    Product knowledge, FABs, communication skills
    Selling skills (buying psychology)
    Add on products and services
    Negotiation skills related to product, price, terms and conditions
    Organisational policies and procedures
    Legislative requirements
    Organisational policies/Trading concessions
    Market intelligence
    Basic financial and business skills
    Conflict handling skills
    Identification of buying signals
    Features Advantages Benefits 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way when presenting products and services to the customer in such a way that is conducive to a successful sale. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a sales team in the automotive industry. 

    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 conducting sales in the automotive vehicles. 

    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 conducting sales in the automotive industry do not exist in isolation. 
    		•

    UNIT STANDARD NOTES 
    This unit standard has been unit standard 259886, which is "Conduct sales and support services", Level 4, 16 credits. 

    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.