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: 

Selling goods and services 
SAQA US ID UNIT STANDARD TITLE
8284  Selling goods and services 
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
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 is a core unit standard towards the National Certificate in Retail/Wholesale Sales and Service. It is optional to provide flexibility to those retail/wholesale outlets requiring transformative sales practice 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Verbal english communication to NQF 3 equivalent 

UNIT STANDARD RANGE 
  • Customer needs and requests including information about goods and services offered, prices of goods and services, benefits of services offered, complaints about goods and services, return of goods purchased, ?

    Goods including consumables, perishables, indoor and outdoor appliances, electronic hardware, electronic gadgets, software, compact discs, clothing, footwear, accessories, toiletries, stationery, novelty items
  • Services including maintenance agreements, money-back guarantees, help desk facilities, credit granting facilities, home deliveries, 30-day free trial offers, after hours maintenance services, on site repairs, 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    The demonstrated ability to make decisions and consider options. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Implementing goals and targets towards achieving professional excellence in sales of goods and services. 

    ASSESSMENT CRITERION 2 
    2. Identifying and responding to a range of customer needs and requests for goods and services offered by retail/wholesale outlets. 

    ASSESSMENT CRITERION 3 
    3. Stimulating customer interest by demonstrating applications and features for a range of goods and services offered by retail/wholesale outlets. 

    ASSESSMENT CRITERION 4 
    4. Extending customer service delivery by informing customers of supplementary applications and complementary features adding value to goods and services offered by retail/wholesale outlets. 

    ASSESSMENT CRITERION 5 
    5. Acknowledging customer needs and requests by recommending alternative goods and services offered in retail/wholesale outlets. 

    ASSESSMENT CRITERION 6 
    6. Maintaining customer service by responding objectively to customer complaints or queries relating to goods and services offered by retail/wholesale outlets. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers will be accredited through the Retail and Wholesale SETA in its ETQA role. Moderation will be provided by the FETQA 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The demonstrated understanding of:?

    Self-motivation and goal setting techniques?

    Principles of marketing goods and services?

    Local marketing and customer service trends?

    Organisational strategy for promoting goods and services?

    Organisational customer care and service policy?

    Procedures for handling customer queries and complaints?

    Internal and external communication channels for resolving customer queries and complaints?

    Basic human needs theories?

    Verbal and written presentation techniques?

    Negotiating techniques for handling difficult customers 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems when offering alternative goods and services to customers so that recommendations are appropriate to customer requirements 

  • UNIT STANDARD CCFO WORKING 
  • Work with others as a team by informing sales people of customer complaints regarding goods, services and shortfalls in customer service so that there is a joint effort towards monitoring merchandise quality and uplifting customer service standards 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise and manage oneself and ones activities when performing sales related tasks and delivering customer service so that goals set towards achieving professional excellence in sales and customer service are attainable 

  • UNIT STANDARD CCFO COLLECTING 
  • Understand the world as a set of related systems where ongoing commitment towards offering dedicated customer service is directly linked to achieving professional excellence in sales of goods, services and customer service delivery 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when demonstrating applications and features of goods and services so that customers appreciate the long-term benefits of purchasing goods and services 

  • UNIT STANDARD ASSESSOR CRITERIA 
    Assessment Criteria:

    The ability to produce at least four of the following types of evidence:This evidence should be validated by a Store Manager:?

    Describe organisational policy for promoting goods and services?

    Explain organisational customer care and service policy?

    Describe procedures for dealing with customer queries and complaints?

    Demonstrate negotiating techniques for handling difficult customers?

    Performance of promoting and selling goods and services to customers?

    Produce evidence of sales performance against goals/targets set for achieving professional excellence 

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  48666   Further Education and Training Certificate: Postal Frontline Service  Level 4  NQF Level 04  Reregistered  2018-06-30  SERVICES 
    Core  14854   National Certificate: Agric Sales and Services  Level 4  NQF Level 04  Reregistered  2018-06-30  AgriSETA 
    Core  13719   National Certificate: Retail and Wholesale, Sales and Service Technology  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered" 
    2006-12-03  W&RSETA 
    Elective  22154   National Certificate: Wholesale and Retail Operations Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2008-11-01  Was W&RSETA 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.
     
    1. Balemi Consulting Pty Ltd 
    2. Boland College Head Office 
    3. CAPE COLLEGE 
    4. Edutel Wholesale & Retail Academy 
    5. Elsenburg Agricultural Training Institute 
    6. Lewis Stores (pty) Ltd 
    7. New Clicks South Africa (Pty) Ltd 
    8. Northlink College - Protea Campus 
    9. RCL Foods-Sugar & Milling 
    10. Shoprite Checkers 
    11. Suidwes Beleggings Eiendoms Beperk 
    12. VKB LANDBOU (PTY) LTD 
    13. 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.