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: 

Describe features, advantages and benefits of a range of products or services 
SAQA US ID UNIT STANDARD TITLE
10324  Describe features, advantages and benefits of a range of products or services 
ORIGINATOR ORIGINATING PROVIDER
SGB Marketing   
QUALITY ASSURING BODY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  6 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2012-07-01  2015-06-30  SAQA 0695/12 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30   2019-06-30  

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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner`s job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:
  • Determining and communicating product features, advantages and benefits.
  • Describing physical specifications, features, advantages and benefits. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
  • Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 
    		•

    UNIT STANDARD RANGE 
  • This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Determine and communicate product features, advantages and benefits. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Product/service features, advantages and benefits are identified and clarified to facilitate the communication of product information to sales clients. 

    ASSESSMENT CRITERION 2 
    2. Product/service features, advantages and benefits are recorded and documented for future use. 

    ASSESSMENT CRITERION 3 
    3. Suppliers are contacted to assist in the clarification of features, advantages and benefits. 

    ASSESSMENT CRITERION 4 
    4. Communication processes are established with existing and potential sales clients that are consistent with identified buyer information. 

    SPECIFIC OUTCOME 2 
    Describe physical specifications of features, advantages and benefits. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Information relating to product/service features, advantages and benefits is communicated to sales clients. 

    ASSESSMENT CRITERION 2 
    2. Communication to sales clients meets their needs and requirements. 

    ASSESSMENT CRITERION 3 
    3. Features, advantages and benefits are detailed in accordance with supplier information. 

    ASSESSMENT CRITERION 4 
    4. Features, advantages and benefits are linked together and are made to fit. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this standard. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of sources for obtaining product/service features, advantages and benefits.
  • A comprehensive understanding of methods and techniques for describing features, advantages and benefits.
  • A broad understanding of communication processes for existing and potential sales clients. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems pertaining to the communication of products, features, advantages and benefits. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information to enable the determination and identification of features, advantages and benefits. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when presenting features, advantages and benefits so that sales clients needs are met. 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Use science and technology when sourcing, describing and presenting product features, advantages and benefits. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
  • Contribute to the full personal development of each learner and the social economic development of society at large, by making it the underlying intention of any learning programme to make the individual aware of the importance of knowing the features, advantages and benefits of a range of products. 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  50479   Further Education and Training Certificate: Advertising  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Core  71489   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 
    Core  59057   Further Education and Training Certificate: Telecommunication Network Operations  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  Was SERVICES until Last Date for Achievement 
    Elective  65409   National Certificate: Building and Civil Construction  Level 3  NQF Level 03  Reregistered  2015-06-30  CETA 
    Elective  49129   Further Education and Training Certificate (FETC): Management and Administration  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 
    Elective  61595   Further Education and Training Certificate: Business Administration Services  Level 4  NQF Level 04  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Elective  60652   Professional Qualification: Management and Administration  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 


    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 Quality Assuring Bodies 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 Quality Assuring Body should be notified if a record appears to be missing from here.
     
    1. Abc Developers 
    2. AGR National Training cc 
    3. Bokgoni Training And Development 
    4. Boston City Campus and Business College (PTY) Ltd 
    5. BRAINWAVE PROJECTS 707 (PTY) LTD 
    6. BRIGHT IDEA PROJECTS 447 PTY LTD T/A MIND -THE- GAP 
    7. CENTRAL BUSINESS ACADEMY (PTY) LTD 
    8. CIETS 
    9. CONNECT SOLUTIONS 
    10. COOL IDEAS 1075 CC 
    11. DIGICALL LEARNING ACADEMY 
    12. DIONYSUS SKILLS DEVELOPMENT INITIATIVE (PTY) LTD 
    13. DIRECTFIN TRAINING SOLUTIONS PTY LTD 
    14. DISTINCT SOLUTIONS 
    15. Feline Technology 
    16. GROWTH LINK 
    17. GROWTH-LINK LEARNING CONSULTING PTY LTD 
    18. In Touch Comm Develop & 
    19. INDUSTRIES EDUCATION & TRAINING INSTITUTE 
    20. Institute for Quality - Education, Training & Development 
    21. INTER-ACTIVE TECHNOLOGIES (PTY)LTD T/A INTER-ACTIVE TECHNOLOGIES 
    22. intuition Computer College (PTY) Ltd 
    23. Junda Training Projects 
    24. KG BUSINESS DEVELOPMENT 
    25. KHULISANE ACADEMY 
    26. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS (PTY)LTD 
    27. KNOWLEDGE QUEST PTY LTD 
    28. Leps Training Consultants 
    29. M CLIFFORD & ASSOCIATES CC 
    30. MARCUS EVANS SA PTY LTD 
    31. MARGIE MIDDLETON AND ASSOCIATES 
    32. NEMISA 
    33. Old Mutual Life Assurance Company South Africa 
    34. Omni HR Consulting Pty Ltd t/a Omni HRC 
    35. OPTIMUM LEARNING TECHNOLOGIES (PTY) LTD 
    36. ORT SOUTH AFRICA 
    37. PC Training & Business College 
    38. PREMIER CONFERENCING CC 
    39. PRIOR LEARNING CENTRE 
    40. QUALITY SOLUTIONS 
    41. SIYANQOBA SEMINARS 
    42. THE DIALOGUE GROUP 
    43. The Independent Institute of Education (Pty) Ltd 
    44. THE INSTITUTE OF PERFORMANCE TECHNOLOGY PTY LTD 
    45. THE LR MANAGEMENT GROUP (PTY) LTD 
    46. Tjeka Training Matters Pty Ltd 
    47. Tlhogi''s Consulting and Projects 
    48. TMS GAUTENG 
    49. WORLD OUTSOURCE HOLDINGS PTY LTD 


    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.