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: 

Provide customer service in a sales and distribution environment 
SAQA US ID UNIT STANDARD TITLE
110234  Provide customer service in a sales and distribution environment 
ORIGINATOR
SGB Mining and Minerals 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Fabrication and Extraction 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard will be useful to people who are responsible for providing customer service in a sales and distribution environment.

People credited with this unit standard are able to
  • Demonstrate knowledge relating to customer service;
  • Identify customer requirements;
  • Respond to customer requests; and
  • Improve customer service. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The credit calculation is based on the assumption that learners are already competent in terms of the following outcomes or areas of learning when starting to learn towards this unit standard:
  • Communication and numeracy at NQF Level 3
  • Sales and distribution procedures
  • Product knowledge
  • Packing, storage, warehousing and loading procedures. 

  • UNIT STANDARD RANGE 
    Specific range statements are provided in the body of the unit standard where they apply to particular specific outcomes or assessment criteria. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Demonstrate understanding relating to customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Specified requirements pertaining to sales procedures are explained. 

    ASSESSMENT CRITERION 2 
    2. Specified requirements pertaining to the receiving of orders are explained. 

    ASSESSMENT CRITERION 3 
    3. The products distributed by the company are identified. 

    ASSESSMENT CRITERION 4 
    4. Packaging/distribution options available to customers are explained. 

    ASSESSMENT CRITERION 5 
    5. Truck capacities and the implications of overloading are explained. 

    ASSESSMENT CRITERION 6 
    6. Lead times and timing issues are explained in terms of their impact on the sales and distribution of products. 

    ASSESSMENT CRITERION 7 
    7. The functions and layout of product storage facilities are explained. 
    ASSESSMENT CRITERION RANGE 
    Storage facilities must include the following:
  • Warehouse
  • Storage yard
  • Stockpile
  • Silos/bins/bunkers.
     

  • SPECIFIC OUTCOME 2 
    Identify customer requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The basic customer requirements in terms of sales and distribution are explained. 
    ASSESSMENT CRITERION RANGE 
    Customer requirements must include the following:
  • Product type
  • Quantity
  • Quality
  • Delivery
  • Timing
     

  • ASSESSMENT CRITERION 2 
    2. The company/team objectives and key performance indicators are identified in order to meet internal and external customer requirements. 

    ASSESSMENT CRITERION 3 
    3. The role of quality is explained in meeting customer requirements. 

    ASSESSMENT CRITERION 4 
    4. The role of the individual and the team is identified in meeting customer requirements. 

    SPECIFIC OUTCOME 3 
    Respond to customer requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Effective communication techniques are used to identify and respond to customer requirements. 

    ASSESSMENT CRITERION 2 
    2. Telephone manners are in accordance with common good practice and company procedures. 

    ASSESSMENT CRITERION 3 
    3. Quality assurance systems are used to ensure products and services are rendered in accordance with requirements. 

    ASSESSMENT CRITERION 4 
    4. A helpful and courteous attitude is displayed when responding to customer enquiries. 

    ASSESSMENT CRITERION 5 
    5. Customer requests and enquiries are dealt with in a timely manner or referred to the relevant responsible person. 

    ASSESSMENT CRITERION 6 
    6. Customer complaints are handled in accordance with specified requirements. 

    ASSESSMENT CRITERION 7 
    7. Company documentation and records are completed timeously and accurately. 

    ASSESSMENT CRITERION 8 
    8. Customer requests are followed up and feedback given on time. 

    ASSESSMENT CRITERION 9 
    9. Customer details are kept confidential. 

    SPECIFIC OUTCOME 4 
    Improve customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Methods of improving customer service are considered and recommendations made to appropriate personnel for improvements. 
    ASSESSMENT CRITERION RANGE 
    Customer service must include the following:
  • Ergonomics
  • Access
  • Waiting times
  • Loading times
  • Customer facilities
  • Security of customer (personal and property)
  • Problem solving
     

  • ASSESSMENT CRITERION 2 
    2. Improvements to customer service are implemented in accordance with specified requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

    2. Any institution offering learning that will enable achievement of this unit standard must be accredited as a provider through the relevant ETQA by SAQA.

    3. 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 
    Essential embedded knowledge will be assessed through assessment of the specific outcomes in terms of the stipulated assessment criteria. Without knowledge of the listed embedded knowledge, candidates are unlikely to achieve all the specific outcomes to the standards described in the assessment criteria.

    This means that for the most part, the possession or lack of the knowledge can be directly inferred from the quality of the candidate`s performance. Where direct assessment of knowledge is required, assessment criteria have been included in the body of the unit standard. 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems and make decisions using critical and creative thinking.

    Note: The ability of the candidate to identify substandard and hazardous conditions, assess and take appropriate action. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community.

    Note: The ability and willingness of the candidate to accept and interpret work instructions correctly. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage himself / herself and his / her activities responsibly and effectively.

    Note: The ability of the candidate to indicate what methods, tools and personal protective equipment are required, and to communicate to fellow workers his / her intentions and the assistance required. 

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

    Note: The ability of the candidate to reconcile the information from visual and physical examinations and constantly evaluate the changing situation. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively, using visual, mathematical and / or language skills in the modes of oral and / or written presentations.

    Note: The appropriate communication with the relevant personnel with regard to the reporting of hazards and substandard conditions will indicate his / her proficiency in effective communication. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, thus showing responsibility towards the environment and health of others.

    Note: The use of science and technology is not relevant for this unit standard. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.

    Note: The ability of the candidate to identify and refer anomalous behaviour to a specialist confirms his / her understanding of the fact that a specific observation, inference, action or decision may have a devastating effect. 

    UNIT STANDARD ASSESSOR CRITERIA 
    Assessors should keep the following principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the title to ensure assessment is integrated rather than fragmented. Remember we want to declare the person competent in terms of the title. Where assessment at title level is unmanageable, then focus assessment around each specific outcome, or groups of specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the candidate is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgements should be made. in most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • The task of the assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the candidate can achieve the outcomes again and again and again. This means assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent. 

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

    UNIT STANDARD NOTES 
    Terminology :

    Specified requirements include legal and site-specific requirements and are contained in one or more of the following documents:

    Legal
  • Relevant Acts, e.g. Mine Health & Safety Act, 1996 (Act No. 29/1996), and Minerals Act and Regulations, 1991 (Act No. 50/1991)
  • Mandatory Codes of Practice
  • SABS and other relevant standards
  • Chief Inspector of Mines` Directives

    Site-specific
  • Hazard Identification and Risk Assessments (HIRA)
  • Occupational Health and Safety Risk Management Programme
  • Managerial Instructions
  • Mine Standard Procedures
  • List of Recorded OH&S Risks
  • Working Guides
  • Equipment and Materials Specifications. 

  • QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  48902   National Certificate: Abattoir Supervision  Level 3  NQF Level 03  Reregistered  2023-06-30  AgriSETA 
    Elective  57831   National Certificate: Freight Handling  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 


    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. Learning Exchange Pty (Ltd) 
    2. RICHARDS BAY COAL TEMINAL COMPANY LIMITED (Legacy) 



    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.