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: 

Make appointments and control flow of customer vehicles 
SAQA US ID UNIT STANDARD TITLE
259957  Make appointments and control flow of customer vehicles 
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  10 
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
9859  Make appointments and control flow of customer vehicles  Level 4  NQF Level 04  16  Complete 

PURPOSE OF THE UNIT STANDARD 
Qualifying learners are capable of controlling the flow of customers' vehicles into the department for service and repairs so as to provide customers' with optimum convenience while ensuring maximum facility and manpower utilisation and thus service centre profitability.

This unit standard makes provision for the automotive retail industry with special reference to making appointments and controlling the flow of customer 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:
  • Operate clerical systems and apply business practices.
  • Provide the customer with a quote for an automotive repair and or service.
  • Book in work for an automotive service and repair business.
  • Attend to customer inquiries in accordance with company policies and procedures. 

  • 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. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Operate clerical systems and apply business practices. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Data is entered using company standard data capturing methods. 
    ASSESSMENT CRITERION RANGE 
    Data capturing methods may include but is not limited to electronic and manual methods.
     

    ASSESSMENT CRITERION 2 
    Appointments are made in accordance with standard workplace procedures and practices. 
    ASSESSMENT CRITERION RANGE 
    Appointments may include but are not limited to entertaining incoming and outgoing phone calls.
     

    ASSESSMENT CRITERION 3 
    Time and stress management principles is applied to overcome customer anxiety in accordance with company policies and procedures. 

    SPECIFIC OUTCOME 2 
    Provide the customer with a quote for an automotive repair and or service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer details and vehicle service history are established according to company standards. 

    ASSESSMENT CRITERION 2 
    Prices of repairs and services are accessed in terms of the product range necessary or on offer with reference to company strategies. 

    ASSESSMENT CRITERION 3 
    The quote is formatted in accordance with company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Quoting can be done manually or electronically but the format must ensure that prices quoted are accurate and up to date.
     

    ASSESSMENT CRITERION 4 
    The quoted price is verified according to company policies and procedures. 

    SPECIFIC OUTCOME 3 
    Book in work for an automotive service and repair business. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Available hours for sale are ascertained on a daily basis in accordance with standard procedures. 

    ASSESSMENT CRITERION 2 
    The customer and vehicle service history is maintained on the service centre record keeping system in terms of building a relationship with the customer. 
    ASSESSMENT CRITERION RANGE 
    Maintaining a record keeping system may relate to but is not limited to accessing, checking data for accuracy and updating information on either a manual or electronic database.
     

    ASSESSMENT CRITERION 3 
    The availability of parts is ascertained with reference to the job requirements. 

    ASSESSMENT CRITERION 4 
    An appointment is agreed with reference to ensuring customer convenience and workshop availability. 

    ASSESSMENT CRITERION 5 
    Courtesy services are arranged in terms of customer needs and in accordance with company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Arranging courtesy services must include but is not limited to ascertaining the customers need and matching this with a company offered service.
     

    ASSESSMENT CRITERION 6 
    Information related to the customer and required service is disseminated to the relevant service and repair areas in accordance with standard company procedures. 

    SPECIFIC OUTCOME 4 
    Attend to customer inquiries in accordance with company policies and procedures. 
    OUTCOME RANGE 
    Attending to inquiries may include but is not limited to face-to-face and or telephone interventions. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customer courtesy is displayed in accordance with company policies and with reference to acceptable language communication at all times. 

    ASSESSMENT CRITERION 2 
    The customer's inquiry is handled efficiently and in accordance with company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Handling an inquiry efficiently must include but is not limited to ascertaining, interpreting and understanding the customers inquiry.
     

    ASSESSMENT CRITERION 3 
    The customer is directed to the responsible person in accordance with company 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 
  • Organisational data recording system.
  • Organisational practices regarding personal appearance, greeting, telephone etiquette, office practices and clerical systems.
  • Stress management.
  • Time management.
  • Flat rate times.
  • Labour rates.
  • Parts pricing system.
  • Outwork contractor pricing.
  • Parts ordering system.
  • Manufacturer`s servicing requirements.
  • Vehicle identification plates and specifications.
  • Product knowledge.
  • Telephone skills.
  • Selling skills and selling cycle.
  • Closing techniques.
  • Conflict management.
  • Organisational structure. 

  • 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 controlling the flow of customers' vehicles into the department for service and repairs. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team when controlling the flow of customers' vehicles into the department for service and repairs. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage one-self and ones personal activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information when controlling the flow of customers' vehicles into the department for service and repairs. 

    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 9859, "Make appointments and control flow of customer vehicles", 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
    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.