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

Identify the needs and concerns of customers and advise customers to optimise choice and benefits 
SAQA US ID UNIT STANDARD TITLE
9845  Identify the needs and concerns of customers and advise customers to optimise choice and benefits 
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  7 
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
259898  Advise customers to optimise choice and benefits  Level 4  NQF Level 04  7   

PURPOSE OF THE UNIT STANDARD 
The qualifying learner is capable of establishing customer needs that will enable him/her to advise customers on different options available in order to optimise choice and benefits within the retail automotive industry and to enhance the image of the organisation and to promote future sales. 

UNIT STANDARD RANGE 
Contact place: On sales premises, on customer`s premises and other premises
Future action: Provision of information, further contact, sale and provision of products and services

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 
Establish rapport with prospective customers. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. The learner's manner and appearance is appropriate to the sales context and conforms to organisational requirements. 

ASSESSMENT CRITERION 2 
2. Customers are dealt with in a courteous and friendly manner. 

ASSESSMENT CRITERION 3 
3. Relevant information relating to products and services is conveyed to customers clearly and accurately. 

ASSESSMENT CRITERION 4 
4. A readiness to listen and understand the customer's need is demonstrated. 

SPECIFIC OUTCOME 2 
Establish and confirm the customers' needs and interest in relation to the product/service. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Using relevant methods to demonstrate the ability to identify the customers needs promptly and accurately. 

ASSESSMENT CRITERION 2 
2. Customers needs are clarified and confirmed in detail with the customer. 

ASSESSMENT CRITERION 3 
3. When customers needs are unclear the desired products/services function, features and application are identified accurately. 

SPECIFIC OUTCOME 3 
Advise the customer on options based on identified needs. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Explain features, advantages and benefits of specific products/services that relate to the identified customers needs. 

SPECIFIC OUTCOME 4 
Give customer the opportunity to fully investigate products/services. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Customers are given sufficient time to reach an informed decision. 

ASSESSMENT CRITERION 2 
2. Demonstrate the ability to enhance the customers understanding of the products/services. 

SPECIFIC OUTCOME 5 
Suggest alternative course of action. 
OUTCOME NOTES 
Suggest alternative course of action, where the product/service does not suit the customer's requirements. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Alternative courses of action likely to meet customer requirements or needs are accurately established and confirmed with customer. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
The standard describes competent performance in identifying the needs and concerns of the customers, 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 
    Differentiate between existing and potential customers
    Appropriate manner and appearance for sales context
    Factors that affect the buying process
    Factors affecting the development of interpersonal relationships 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way in identifying the needs and concerns of the customers. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team in the identification of the needs and concerns of the customers. 

    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 the identification of the needs and concerns of the customers. 

    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 the identification of the needs and concerns of the customers do not exist in isolation. 
    		•

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 259898, which is "Advise customers to optimise choice and benefits", Level 4, 10 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48889   Further Education and Training Certificate: Hiring Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 
    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 
    Elective  49276   Further Education and Training Certificate (FETC): Trade Exhibitions  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 


    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.