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: 

Interact with customers 
SAQA US ID UNIT STANDARD TITLE
114903  Interact with customers 
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 2  NQF Level 02 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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 is intended for new entrants in Wholesale and Retail who interact with either internal or external customers. Persons credited with this standard function under general supervision and carry out established and familiar procedures in familiar environments.

These persons are able to present a positive image to customers, respond to general customer enquiries in a friendly and pro-active manner, and provide basic information about the location and the price of products stocked in a wholesale or retail outlet. This person who is declared competent on this unit standard will not be required to deal with customer complaints. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner has completed the following areas of learning before attempting this unit standard.
  • Numeracy and Literacy at NQF Level 1. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the standards for customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The manner in which a positive image is promoted to customers is explained as it applies to wholesale and retail 

    ASSESSMENT CRITERION 2 
    The policy on customer service is described in terms of the organisation. 

    ASSESSMENT CRITERION 3 
    Customer service standards in respect of own job is explained according to the requirements of the organisation. 

    SPECIFIC OUTCOME 2 
    Present a positive image to customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal appearance is checked if it is consistent with organisation's specific guidelines. 

    ASSESSMENT CRITERION 2 
    Customers are acknowledged and greeted according to organisational requirements. 

    ASSESSMENT CRITERION 3 
    The work area, stationery and equipment are checked if they meet the housekeeping standards. 

    SPECIFIC OUTCOME 3 
    Respond to customer enquiries in a positive manner. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Customers are approached in a pro-active manner according to the organisation's procedures 

    ASSESSMENT CRITERION 2 
    Special needs of customers are understood in relation to the assistance that can be offered 

    ASSESSMENT CRITERION 3 
    The customer's query is clearly understood and responded to according to organisational policy. 

    ASSESSMENT CRITERION 4 
    Customer is communicated with, in a manner that enhances the image of wholesale and retail 

    ASSESSMENT CRITERION 5 
    Customers are advised of the need to escalate the enquiry in a manner that satisfies both parties 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant SETA ETQA.

    Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learning programme covering this unit standard must address the following knowledge areas:
  • Generally accepted methods for promoting the image of organisations.
  • The organisation's customer service policy
  • Service requirements in respect of own job function.
  • Organisation's requirements in respect of personal appearance
  • Organisational requirements in respect of greeting customers
  • Basic principles of non-verbal communication
  • Organisation's policy and procedures of escalating queries.
  • Location of products and categories of merchandise
  • Communication skills such as active listening and questioning
  • Organisational housekeeping standards 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.

    Specific outcome
  • Respond to customer enquiries in a positive manner.

    Assessment criteria
  • The customer's query is clearly understood and responded to according to organisational policy. 

  • UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team

    Specific outcome
  • Respond to customer enquiries in a positive manner.

    Assessment criteria
  • Customers are advised of the need to escalate the enquiry in a manner that satisfies both parties. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.

    Specific outcome
  • Present a positive image to customer.

    Assessment criteria
    All 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.

    Specific outcome
  • Identify the standards for customer service.

    Assessment criteria
    All 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Specific outcome
  • Present a positive image to customer.

    Assessment criteria
  • Customers are acknowledged and greeted according to organisational requirements. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.

    Specific outcome
  • Respond to customer enquiries in a positive manner.

    Assessment criteria
    All 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.

    Specific outcome
  • Respond to customer enquiries in a positive manner.

    Assessment criteria
  • Special needs of customers are understood in relation to the assistance that can be offered. 

  • 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 
  • Internal customers in this unit standard refers to all members of the store team
  • External customers in this unit standard refers to shopper
  • Respond to customer enquiries refers to location of merchandise, merchandise prices, discounts, promotions, returns of merchandise, escalating query to relevant parties. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48763   National Certificate: Retail Shop Floor Practices  Level 2  NQF Level 02  Passed the End Date -
    Status was "Registered" 
    2007-05-02  Was W&RSETA until Last Date for Achievement 
    Core  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2018-06-30  W&RSETA 
    Core  49792   National Certificate: Retail Perishable Food  Level 3  NQF Level 03  Passed the End Date -
    Status was "Registered" 
    2008-10-22  Was W&RSETA until Last Date for Achievement 
    Elective  50307   National Certificate: Bread and Flour Confectionery Baking  Level 2  NQF Level 02  Reregistered  2018-06-30  FOODBEV 
    Elective  50541   National Certificate: Locksmithing  Level 3  NQF Level 03  Reregistered  2018-06-30  SAS SETA 


    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. 2013/077851/07 South Africa (Pty) Ltd 
    2. 2Inspire skills Training 
    3. Aluwa Training 
    4. Anchor Yeast Baking School (Pty) Ltd 
    5. Ave Amagora General Trading 
    6. Award Media (Pty) Ltd T/A Award Training (PORT ELIZABETH) (TP) 
    7. Bibi Cash & Carry(Pty)Ltd 
    8. Boland College Head Office 
    9. BP SOUTHERN AFRICA (PTY) LIMITED 
    10. BPC HR Consultants 
    11. Braune Training (Pty) Ltd 
    12. Bright Training Services Pty Ltd 
    13. C C S SKills Development 
    14. Centre For Business Education & Training 
    15. Complete Specialized Retail Solutions 
    16. Contra-Lit Pty Ltd 
    17. Creative Thinking Trading 524 
    18. Eagle Greek Inverstment T/A Mollo consulting 
    19. Edcon Ltd 
    20. Edutel Wholesale & Retail Academy 
    21. Esayidi FET College - Central Office 
    22. Freddy Hirsch Butchers Training School 
    23. Golden Ratio College (Pty) Ltd 
    24. Grow Makhosikati Trading 
    25. Guest Resource Services (Pty) Ltd 
    26. Hibiscus Skills Training College (HILLCREST) (TP) 
    27. HPS ACADEMY (PTY) LTD 
    28. Kaelo Skills Development 
    29. Khangela Hygiene Services 
    30. Kingston College (PTY) Ltd 
    31. Liza Gresse Consulting 
    32. Lizanne's Training and Development Solutions CC 
    33. LOCKSMITHS ASSOCIATION OF SOUTH AFRICA 
    34. LVZ Projects 
    35. Mahlasedi Training Matters 
    36. Makwedeng Training 
    37. Marrian Ridge Computer Centre (Pty) Ltd 
    38. Martiq 1223 cc 
    39. Masscash Pty Ltd 
    40. Massdiscounters, Game, Dion and Dion Wired 
    41. Masstores (Pty) Ltd 
    42. Michris Consulting And Global Skills 
    43. Mnambithi FET College - Central Office 
    44. Mthashana FET College - Nongoma Campus 
    45. Mvelaphanda Technologies 
    46. New Clicks South Africa (Pty) Ltd 
    47. NOFESA cc 
    48. Occupation-Defined Learning 
    49. Open Learning Group (Pty) Ltd 
    50. Owl Business Training (Pty) Ltd 
    51. Passionate About People 
    52. Poshido Training 
    53. Primeserv Corporate Solutions (Pty) Ltd 
    54. PRIMESERV CORPORATE SOLUTIONS (PTY) LTD T/A PRIMESERV HR SOLUTIONS 
    55. REATS Training Services 
    56. Resonance Institue of Learning 
    57. Rutisa Training and Recruitment cc 
    58. SDTSA Training Providers 
    59. Seasons Find 990 
    60. Sesfikile Events Management Cc 
    61. Shoprite Checkers 
    62. SIYAYA HYGIENE AND SKILLS INSTITUTE 
    63. SIYAYA SKILLS INSTITUTE EASTERN CAPE 
    64. Southern Ambition 653 CC 
    65. SOUTHPRO SKILLS DEVELOPMENT 
    66. SSD Consultants 
    67. Sylman Training Consultants 
    68. Thahameso Training and Development Services 
    69. The Ed Agency Pty Ltd 
    70. The Iscariota Group (Pty) Ltd 
    71. THE SCHOOL OF ADVANCED LOCKSMITHING PTY LTD 
    72. THEKWINI FURTHER EDUCATION AND TRAINING INSTITUTION 
    73. Thutoboswa 
    74. TRI-ANAGRAM (PTY) LTD 
    75. Truworths Ltd 
    76. UBUHLE HR & Management Consultants 
    77. Vumbhoni Trading (Pty) Ltd 
    78. Woolworths 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.