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

Make appointments and control flow of customer vehicles 
SAQA US ID UNIT STANDARD TITLE
9859  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  16 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2003-11-07  2006-11-07  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-11-07   2010-11-07  

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
259957  Make appointments and control flow of customer vehicles  Level 4  NQF Level 04  10   

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. 

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

    Skills: Interpersonal skills

    Attitude: A customer orientation 
    		•

    UNIT STANDARD RANGE 
    Context
  • Capturing methods include but is not limited to electronic, manual methods
  • Personal workplace requirements include company uniform, name badges required by the organisation
  • Quoting can be done manually or electronically
  • Incoming and outgoing phone calls

    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 
    Operate clerical systems and apply business practices. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Data is entered accurately using required capturing methods. 

    ASSESSMENT CRITERION 2 
    2. Personal workplace practices in an automotive dealer are carried out. 

    ASSESSMENT CRITERION 3 
    3. Time and stress management principles are applied to reduce customer anxiety. 

    SPECIFIC OUTCOME 2 
    Cost a job for an automotive repair. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The correct quoting format is used and is accurately completed. 

    SPECIFIC OUTCOME 3 
    Book in work for an automotive business. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Available hours for sale are ascertained on a daily basis. 

    ASSESSMENT CRITERION 2 
    2. The service centre database on the customer and vehicle service history is accessed and checked for accuracy to build on the relationship with the customer, where applicable. 

    ASSESSMENT CRITERION 3 
    3. Availability of necessary parts are ascertained. 

    ASSESSMENT CRITERION 4 
    4. An appointment which is most convenient for the customer is arranged. 

    ASSESSMENT CRITERION 5 
    5. The need for courtesy services or transport is ascertained. 

    ASSESSMENT CRITERION 6 
    6. Information related to the customer and required service is disseminated to relevant areas. 

    ASSESSMENT CRITERION 7 
    7. Ideas and information are gathered by participating in teams. 

    SPECIFIC OUTCOME 4 
    Sell goods and services telephonically. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Contact with customer is established. 

    ASSESSMENT CRITERION 2 
    2. The customer's details and vehicle service history are established. 

    ASSESSMENT CRITERION 3 
    3. The product range necessary or on offer and prices are accessed. 

    ASSESSMENT CRITERION 4 
    4. Relevant features, advantages and benefits are explained and prices quoted. 

    ASSESSMENT CRITERION 5 
    5. Closing questions are asked and necessary arrangements are made according to company's practices and customer's needs. 

    SPECIFIC OUTCOME 5 
    Attend to customer inquiries face-to-face and on the telephone. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. A high degree of courtesy is displayed. 

    ASSESSMENT CRITERION 2 
    2. The customer's inquiry is ascertained, understood and handled efficiently. 

    ASSESSMENT CRITERION 3 
    3. The customer is directed to the responsible person with efficiency. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The standard describes competent performance in controlling the flow of customers` vehicles into the department for service and repairs, 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 
  • 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 
    		•


    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 oneself and one`s 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 NOTES 
    This unit standard has been replaced by unit standard 259957, which is " Make appointments and control flow of customer vehicles", 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  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.