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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Process vehicle service or repair requests 
SAQA US ID UNIT STANDARD TITLE
259919  Process vehicle service or repair requests 
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 
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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
9855  Receive customer, confirm initial requirements and investigate further service and repair concerns  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
The qualifying learner is capable of receiving customers in such a way that their natural anxiety is reduced to a minimum and to establish the customer's requirements and concerns about the performance of his or her vehicle and advising the customer on appropriate further service or repair options.

This unit standard makes provision for the automotive retail industry with special reference to the service of vehicles in the following categories: Light commercial vehicles, passenger vehicles, recreational vehicles, Motor cycles, Tri-cycles, Quad cycles, Boats, Off Road (ATR) vehicles and earth moving equipment.

On achievement of this unit standard, the learner will be able to:
  • Establish customers concerns.
  • Use a customer's service history to ensure continuity of the service relationship.
  • Manage various pressured customer interface situations.
  • Sell service and repair options to a customer.
  • Interpret warranties and guarantees and apply accordingly.
  • Conclude service consultancy process. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that a learner will be competent in:
  • Communication at NQF Level 3.
  • Mathematical Literacy at NQF Level 3. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Establish customers concerns. 
    OUTCOME RANGE 
    Establishing customer concerns relates to the services and repairs of automotive vehicles. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer concerns are determined by using s open-ended probing questions. 

    ASSESSMENT CRITERION 2 
    Customer concerns are confirmed by using closed directed questioning methods. 

    ASSESSMENT CRITERION 3 
    Service documentation is processed according to company procedures. 

    SPECIFIC OUTCOME 2 
    Use a customer's service history to ensure continuity of the service relationship. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A customer's service history is retrieved from the service database according to standard operating procedures. 

    ASSESSMENT CRITERION 2 
    A customer's service information updated according to standard procedures. 

    ASSESSMENT CRITERION 3 
    The service history of the vehicle is referenced to ensure that service continuity is maintained. 

    SPECIFIC OUTCOME 3 
    Manage various pressured customer interface situations. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The concerns and requirements of a customer are communicated to the service division as part of the service plan. 

    ASSESSMENT CRITERION 2 
    Calm, confident and positive communication is maintained with a client in the face of stressful situations. 

    ASSESSMENT CRITERION 3 
    Concerns and requirements of a customer are referred according to company policies and procedures. 

    ASSESSMENT CRITERION 4 
    Communication with a client and or other persons/divisions is recorded as per company policy and procedure. 

    SPECIFIC OUTCOME 4 
    Sell service and repair options to a customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The systems and components identified in the vehicle for further servicing are described in accordance with company/manufacturers service policies. 

    ASSESSMENT CRITERION 2 
    A customer is advised on further requirements for safe motoring. 

    ASSESSMENT CRITERION 3 
    Quotations for servicing/repairs are compiled according to standard company procedures. 

    ASSESSMENT CRITERION 4 
    Approval for the further service or repair is obtained and agreed with a customer according to company policy and procedure. 

    SPECIFIC OUTCOME 5 
    Interpret warranties and guarantees and apply accordingly. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Specific manufacturer's warranties and guarantees are described and explained in terms of terms and conditions. 

    ASSESSMENT CRITERION 2 
    Actions to be taken are explained in relation to warranty and guarantee documentation. 

    ASSESSMENT CRITERION 3 
    Warranty or guarantee actions are explained to a customer and processed according to company policy and procedures. 

    SPECIFIC OUTCOME 6 
    Conclude service consultancy process. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The estimated time of collection is agreed with a customer in terms of workshop loads. 

    ASSESSMENT CRITERION 2 
    The existing condition and contents of the vehicle is assessed and noted in accordance with company procedures. 

    ASSESSMENT CRITERION 3 
    A job card is made out in accordance with company procedures. 

    ASSESSMENT CRITERION 4 
    Customer valuables are secured according to organisational policies and procedures. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed against the unit standard (including through RPL) may apply to an assessment agency, assessor or provider institution accredited by the relevant Education and Training Quality Assurance body (ETQA), or one with an appropriate memorandum of understanding (MOU) with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard, or assessing this unit standard, must be accredited as a provider with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Moderation should include both internal and external moderation where applicable. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Listening and questioning techniques.
  • Communication techniques.
  • Assertiveness techniques.
  • Organisation structure and practices.
  • Organisational policies and procedures.
  • Legal requirements related to services sales.
  • Product knowledge.
  • Knowledge of manufacturers' warranties and guarantees.
  • Manufacturers bulletins and technical data. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way in receiving customers in establishing the customer's requirements and concerns about the performance of his or her vehicle. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team when receiving customers in establishing the customers' requirements and concerns about the performance of his or her vehicle. 

    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 when receiving customers in establishing the customers requirements and concerns about the performance of his or her vehicle. 

    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. 

    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 
    This unit standard replaces unit standard 9855, "Receive customer, confirm initial requirements and investigate further service and repair concerns", Level 4, 8 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  64289   Further Education and Training Certificate: Automotive Sales and Support Services  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 


    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. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    2. BPC HR Solutions (PRETORIA) (TP) 
    3. College of Production Technology 
    4. JESUA CONSULTANTS (Hartenbos) (WA) 
    5. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    6. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    7. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    8. Ronald Sewell & Associates SA (Pty) Ltd T/A Sewells (BRYANSTON) (TP) 
    9. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    10. Volkswagen of South Africa (Pty) Ltd (CENTURION) (TP) 
    11. Ziphi Nkomo Training Services 



    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.