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: 

Receive customer, confirm initial requirements and investigate further service and repair concerns 
SAQA US ID UNIT STANDARD TITLE
9855  Receive customer, confirm initial requirements and investigate further service and repair concerns 
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  8 
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
259919  Process vehicle service or repair requests  Level 4  NQF Level 04  8   

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 establishing the customer`s requirements and concerns about the performance of his or her vehicle and advising customer on appropriate service or repair options. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Knowledge:
  • Literacy and numeracy
  • Technical orientation

    Attitude: Customer orientation 
    		•

    UNIT STANDARD RANGE 
    Context
  • Time pressures, complaining customers
  • Literally - verbatim
  • Verification - physical inspection, test drive, questions
  • Safe motoring requirements are highlighted based on a visual inspection - condition of tyres, windscreen wipers, lights, shock absorbers, steering mechanism, mirrors
  • Contents of vehicle - jacks, spare wheel, radios, tool kits.
  • Payment options - credit/debit card, cash, cheques and credit accounts.

    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 
    Receive customer and establish the customer's concerns. 
    OUTCOME NOTES 
    Receive customer and establish the customer's concerns and requirements related to services and repairs. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The customer is acknowledged and greeted promptly. 

    ASSESSMENT CRITERION 2 
    2. Open-ended probing questions are asked. 

    ASSESSMENT CRITERION 3 
    3. Closed directed questions are asked to confirm understanding. 

    ASSESSMENT CRITERION 4 
    4. The customers concerns and requirements are correctly interpreted. 

    ASSESSMENT CRITERION 5 
    5. All necessary documentation is asked for and dealt with. 

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

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The service database is accessed and updated. 

    ASSESSMENT CRITERION 2 
    2. The service history of the vehicle is referred to in order that continuity is maintained. 

    SPECIFIC OUTCOME 3 
    React correctly in various pressured customer interface situations. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The learner remains calm, confident and positive in the face of stressful situations. 

    ASSESSMENT CRITERION 2 
    2. Correct actions are taken or the matter is referred to appropriate levels. 

    SPECIFIC OUTCOME 4 
    Understand, verify and record the concerns and requirements of the customer. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The concerns and requirements of the customer are recorded literally as stated by the customer. 

    ASSESSMENT CRITERION 2 
    2. These concerns and requirements are written legibly on the job card to facilitate understanding by the technician. 

    ASSESSMENT CRITERION 3 
    3. The appropriate steps are taken to understand and verify the customer requirements and concerns. 

    SPECIFIC OUTCOME 5 
    Advise customers on appropriate service and repair options. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Customers are advised on safe motoring requirements. 

    ASSESSMENT CRITERION 2 
    2. The systems and components in a vehicle can be described. 

    SPECIFIC OUTCOME 6 
    Interpret warranties and guarantees and apply accordingly. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The terms and conditions of a specific manufacturer's warranties and guarantees can be described. 

    ASSESSMENT CRITERION 2 
    2. Work to be done under warranty or guarantee is identified, discussed with the customer and processed accordingly. 

    SPECIFIC OUTCOME 7 
    Quote a price for a service or repair and gain the customer's commitment. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Techniques of one-to-one negotiation are demonstrated. 

    ASSESSMENT CRITERION 2 
    2. The range of services and their prices are known. 

    ASSESSMENT CRITERION 3 
    3. The payment options and office procedures are described. 

    SPECIFIC OUTCOME 8 
    Conclude service consultancy process. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Estimated time of collection is agreed with the customer. 

    ASSESSMENT CRITERION 2 
    2. The existing condition and contents of the vehicle is assessed and noted on the job card. 

    ASSESSMENT CRITERION 3 
    3. The job card is finalised and the customer signature is obtained. 

    ASSESSMENT CRITERION 4 
    4. Ensure customer's valuables are secured according to organisational policies and procedures. 

    ASSESSMENT CRITERION 5 
    5. Vehicle protection items are installed in front of the customer. 

    ASSESSMENT CRITERION 6 
    6. Alternative transport is arranged where necessary. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The standard describes competent performance in receiving customers in establishing the customer`s requirements and concerns about the performance of his or her vehicle, 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 
  • 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 manufacturer`s warranties and guarantees.
  • Manufacturers bulletins and technical data 
    		•


    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 customer`s 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 customer`s 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 NOTES 
    This unit standard has been replaced by unit standard 259919, which is "Process vehicle service or repair requests", 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
    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.