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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Advise customers to optimise choice and benefits 
SAQA US ID UNIT STANDARD TITLE
259898  Advise customers to optimise choice and benefits 
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 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
9845  Identify the needs and concerns of customers and advise customers to optimise choice and benefits  Level 4  NQF Level 04  Complete 

PURPOSE OF THE UNIT STANDARD 
This Unit Standard aims to produce informed sales people within the automotive industry. It will be useful for learners who sell retail and commercial motor vehicles, tyres, motor bikes and vehicle parts.

On achievement of this unit standard, the learner will be able to:
  • Establish rapport with a prospective customer.
  • Match and advise a prospective customer to a product or service.
  • Generate choices and options for a customer. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that a learner will be competent in:
  • Communication at NQF Level 3.
  • Mathematical Literacy at NQF Level 3. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Establish rapport with a prospective customer. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Company policies and procedures appropriate to the sales are described in the context of organisational prescripts for employee's manner and appearance. 

    ASSESSMENT CRITERION 2 
    Interactions with customers are demonstrated according to company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Interaction may include but is not limited to being courteous and friendly and referring customers to other divisions or personnel.
     

    ASSESSMENT CRITERION 3 
    Information is conveyed to a prospective customer with reference to a package that meets the needs of a specific customer. 
    ASSESSMENT CRITERION RANGE 
  • Package may include but is not limited to guarantees, warranties, add-ons and after sale options.
  • Conveyed may include but is not limited to oral and or written documents which are prepared according to company policy.
     

  • ASSESSMENT CRITERION 4 
    The customer's needs are identified according to company methodology, policies and procedures. 

    ASSESSMENT CRITERION 5 
    Customer needs are clarified according to company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Clarification may include but is not limited to confirming and qualifying the details of the customer's needs.
     

    SPECIFIC OUTCOME 2 
    Match and advise a prospective customer to a product or service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A prospective customer's needs are analysed in terms of products or services according to standard company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Matched may include but is not limited to aligning the customer needs to the contents, capability and price of the product/service.
     

    ASSESSMENT CRITERION 2 
    A presentation of matching products or services is compiled to provide feedback to a prospective customer. 
    ASSESSMENT CRITERION RANGE 
    Identifying products may include but is not limited to determining the availability, suitability and price.
     

    ASSESSMENT CRITERION 3 
    An explanation of associated costs is presented to a customer according to company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Associated costs may include but are not limited to the costs pertaining to the proposed package, delivery costs and pre-delivery costs.
     

    ASSESSMENT CRITERION 4 
    The sales interview is conducted according to company policy and procedures. 
    ASSESSMENT CRITERION RANGE 
    Conducting a sales interview may include but is not limited to a structured and controlled procedure.
     

    ASSESSMENT CRITERION 5 
    Customer interest is maintained by demonstrating the ability to remain flexible and achieve the defined sales objective. 

    ASSESSMENT CRITERION 6 
    Add-on products or services are demonstrated by presenting these in such a way as to increase the value of the sale. 

    SPECIFIC OUTCOME 3 
    Generate choices and options for a customer. 
    OUTCOME RANGE 
    Generating may include but is not limited to investigating the options pertaining to products/services of selected brands in the specific retail industry. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    An opportunity to fully investigate the available options is given to the customer. 
    ASSESSMENT CRITERION RANGE 
    Investigation may include but is not limited to the customer requesting further information and the sales person responding with value added information.
     

    ASSESSMENT CRITERION 2 
    The features and benefits of a selected option are explained and or demonstrated in accordance with company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    An explanation or demonstration may include but is not limited to giving examples to ensure that customers are given sufficient time to reach an informed decision.
     

    ASSESSMENT CRITERION 3 
    The customer's understanding of the option is enhanced by explaining the range of products or services. 
    ASSESSMENT CRITERION RANGE 
    Explaining the range of products/services may include but is not limited to presenting the customer with examples.
     

    ASSESSMENT CRITERION 4 
    A comparison between products or services is made with reference to selected options of a specific brand to similar products of a competitor. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed against the unit standard (including through RPL) may apply to an assessment agency, assessor or provider institution accredited by the relevant Education and Training Quality Assurance body (ETQA), or one with an appropriate memorandum of understanding (MOU) with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard, or assessing this unit standard, must be accredited as a provider with the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA, or one with an appropriate MOU with the relevant ETQA.
  • Moderation should include both internal and external moderation where applicable. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Differentiate between existing and potential customers.
  • Appropriate manner and appearance for sales context.
  • Factors that affect the buying process.
  • Factors affecting the development of interpersonal relationships. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way in identifying the needs and concerns of the customers. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team in the identification of the needs and concerns of the customers. 

    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 relevant to the identification of the needs and concerns of the customers. 

    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.
  • Understand the world as a set of related systems by recognising that the identification of the needs and concerns of the customers do not exist in isolation. 

  • 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 
    This unit standard replaces unit standard 9845, "Identify the needs and concerns of customers and advise customers to optimise choice and benefits", Level 4, 7 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  64289   Further Education and Training Certificate: Automotive Sales and Support Services  Level 4  NQF Level 04  Reregistered  2023-06-30  MERSETA 
    Elective  65949   Further Education and Training Certificate: Supervision of Construction Processes  Level 4  NQF Level 04  Reregistered  2023-06-30  CETA 


    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. Barloworld South Africa (Pty) Ltd T/A Barloworld-Equipment (ISANDO) (T 
    2. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    3. BPC HR Solutions (PRETORIA) (TP) 
    4. College of Production Technology 
    5. D and E Services Pty Ltd 
    6. Equal Career Services (Pty) Ltd (CENTURION) (TP) 
    7. JAGUAR LAND ROVER (SOUTH AFRICA)(PTY) LTD (Irene)(TP) 
    8. JESUA CONSULTANTS (Hartenbos) (WA) 
    9. Jesua Consultants (Pty) Ltd (MOSSEL BAY) (TP) 
    10. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    11. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    12. Ntongenhle Construction Force 
    13. Ronald Sewell & Associates SA (Pty) Ltd T/A Sewells (BRYANSTON) (TP) 
    14. Sinethemba Visiwe PTY LTD 
    15. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    16. Volkswagen of South Africa (Pty) Ltd (CENTURION) (TP) 
    17. Ziphi Nkomo Training Services 



    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.