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: 

Take orders from customers 
SAQA US ID UNIT STANDARD TITLE
243680  Take orders from 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 3  NQF Level 03  12 
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 all staff members who interact with customers by taking orders either at a counter or over the phone.
  • These persons are able to respond to customer queries in a manner that promotes a positive image for the organisation, check customer details to ensure the organisation's systems are kept up to date, record the customer's order, handle "buy-out" and part orders and promote additional sales when taking orders. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Communication Literacy at NQF Level 2 or equivalent.
  • Mathematical Literacy at NQF Level 2 or equivalent. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Understand and apply the organisation's customer service policy. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The policy on customer service is described in terms of the requirements of the organisation. 

    ASSESSMENT CRITERION 2 
    Customer service standards in respect of taking orders from customers are explained according to the requirements of the organisation. 

    ASSESSMENT CRITERION 3 
    Customers are acknowledged and greeted according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    The customer is communicated with, in a manner that encourages further positive interaction. 

    SPECIFIC OUTCOME 2 
    Update and maintain the customer's information. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Policies and procedures for maintaining accuracy of customer information are explained in terms of organisational requirements. 

    ASSESSMENT CRITERION 2 
    Changes to the details of a customer are recorded in terms of the procedures of the organisation. 

    ASSESSMENT CRITERION 3 
    The status of the customer's account is determined and the various statuses that apply to the organisation explained. 

    ASSESSMENT CRITERION 4 
    The procedure to follow in the event the account is not "open to buy" is explained as it applies to the organisation. 

    SPECIFIC OUTCOME 3 
    Record the customer's order. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Standard and back up procedures for recording the customer's order are explained as required by the organisation. 

    ASSESSMENT CRITERION 2 
    Where the original product ordered by the customer is not available but an alternative product is, the alternative product is offered to the customer. 

    ASSESSMENT CRITERION 3 
    Orders are recorded correctly and in accordance with organisational procedure. 

    ASSESSMENT CRITERION 4 
    Documentary proof of the order is handled according to organisation's procedures. 

    ASSESSMENT CRITERION 5 
    The importance of accurately recording customer orders is explained in terms of the effect on the organisation and customer service. 

    SPECIFIC OUTCOME 4 
    Special/problem orders are recorded and controlled. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The policies and procedures for the handling of "Buy-Outs" and back orders is explained as they apply to the organisation. 

    ASSESSMENT CRITERION 2 
    A "Buy-outs" is placed and controlled to ensure it arrives/is delivered according to the procedures in the organisation. 

    ASSESSMENT CRITERION 3 
    Where stock for a full order is not available the balance of the order is processed according to the procedures of the organisation. 

    SPECIFIC OUTCOME 5 
    Additional items are promoted. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The store's policy for selling additional products is explained as per organisational requirements. 

    ASSESSMENT CRITERION 2 
    Additional products that support the original sale are identified and offered as per the customer's need. 

    ASSESSMENT CRITERION 3 
    Items on promotion or new items that could be useful to the customer are identified and promoted to the customer according the products of the organisation. 

    ASSESSMENT CRITERION 4 
    The customer is thanked in a way that will encourage future support and in accordance with organisational policy. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA or an ETQA, which has a MOU with the relevant ETQA. Moderation of assessment will be overseen by the relevant ETQA, according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The organisation's customer service policy.
  • Service requirements in respect of own job function.
  • Organisational requirements in respect of greeting customers.
  • Communication skills such as active listening and questioning face to face and on the telephone.
  • Handling customers with cultural/language differences.
  • Policies and procedures for maintaining accuracy of customer information.
  • The procedure to follow in the event a customer's details have changed.
  • How to identify the status of the customer's account.
  • The organisationa's procedure in the event a customer's account is not open to buy.
  • Standard and back up procedures for recording sales transactions.
  • Organisational requirements in respect of forwarding of documents relating to sales.
  • The effect of incorrectly recorded and processes orders on the organisation and customer service.
  • The policies and procedures adopted by the organisation in terms of "buy-outs" and back orders.
  • Add-on/Link selling techniques.
  • Organisational policy in respect of selling add-on products. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.
  • Update and maintain the customer's information.
  • Special/problem orders are recorded and controlled. 

  • UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team.
  • Update and maintain the customer's information.
  • Record the customer's order. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.
  • Record the customer's order.
  • Special/problem orders are recorded and controlled. 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information.
  • Update and maintain the customer's information.
  • Record the customer's order. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to all spefic outcomes. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.
  • Understand and apply the organisation's customer service policy.
  • Record the customer's order.
  • Additional items are promoted. 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.
  • Understand and apply the organisation's customer service policy.
  • Record the customer's order. 

  • 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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2018-06-30  W&RSETA 
    Elective  72049   National Certificate: Pharmacist Assistance  Level 3  NQF Level 03  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Reregistered  2018-06-30  W&RSETA 


    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. Boland College Head Office 
    2. BPC HR Consultants 
    3. Braune Training (Pty) Ltd 
    4. Edutel Wholesale & Retail Academy 
    5. Gemini Training And Development Pty Ltd 
    6. Golden Ratio College (Pty) Ltd 
    7. Liza Gresse Consulting 
    8. LVZ Projects 
    9. Mahlasedi Training Matters 
    10. Nela Kahle 80 cc 
    11. Passionate About People 
    12. Pharmacy Training and Development Project Sefako Makgatho Health Scie 
    13. REATS Training Services 
    14. Resonance Institue of Learning 
    15. Rutisa Training and Recruitment cc 
    16. Southern Ambition 653 CC 
    17. SSD Consultants 
    18. Thahameso Training and Development Services 
    19. The Ed Agency Pty Ltd 
    20. UBUHLE HR & Management Consultants 
    21. ULM Campus Pharmacy Training and Development 



    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.