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: 

Providing and demonstrating funeral product and service information to individuals to enable informed decision-making 
SAQA US ID UNIT STANDARD TITLE
14174  Providing and demonstrating funeral product and service information to individuals to enable informed decision-making 
ORIGINATOR
SGB Funeral Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Personal Care 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  10 
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 forms part of the Qualification, National Certificate in Funeral Services Practice and is registered at Level 3 on the National Qualifications Framework. Learners working towards this standard will be learning towards the full qualification, or will be involved in or working within a funeral services environment, specialising in Embalming, Marketing and Merchandising or Disaster Management, where the acquisition of competence against this standard will add value to each individual and the Funeral Industry as a whole.

The qualifying learner is capable of:
  • Identifying client needs and expectations to meet client requirements
  • Analysing client needs and providing solutions / options to meet client needs
  • Closing encounter (sale) and completing documentation and follow-up procedures
  • Understanding product and service specifications 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competency in:
  • Numeracy at NQF Level 2 or equivalent.
  • English, verbal and written communication at NQF Level 2 or equivalent. 

  • UNIT STANDARD RANGE 
  • Range statements which are applicable to the unit standard titles, specific outcomes and assessment criteria are found beneath the applicable assessment criteria.
  • The following range statements are general to the qualification:
  • Individuals will include family, relatives, friends, religious leaders, ceremonial leaders, and executors.
  • Sales techniques will include approach, greeting, qualifying, questioning, presenting features, advantages and benefits, product demonstrations and closing. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify client needs and expectations to meet client requirements 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Active listening techniques are used to elicit and give information 

    ASSESSMENT CRITERION 2 
    2. Questions to elicit information are personalised to client and are open-ended 

    ASSESSMENT CRITERION 3 
    3. Pace of questions to elicit information is matched to client's emotional frame of mind 

    ASSESSMENT CRITERION 4 
    4. Various cultural needs are identified and provided for. 
    ASSESSMENT CRITERION RANGE 
    Cultural differences will include religious, ethnic differences and customs.
     

    ASSESSMENT CRITERION 5 
    5. Clients with cultural differences are communicated with in accordance with established procedures 

    SPECIFIC OUTCOME 2 
    Analyse client needs and provide solutions/options to meet client needs 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Client needs and expectations are identified, analysed and catered for. 

    ASSESSMENT CRITERION 2 
    2. Solutions/options to meet client needs and expectations are presented and explained to the client 

    ASSESSMENT CRITERION 3 
    3. Client information is recorded in accordance with organisational requirements 

    ASSESSMENT CRITERION 4 
    4. Client needs are met in accordance with requirements 

    ASSESSMENT CRITERION 5 
    5. Clients needs outside immediate job responsibilities are referred to relevant authorised individuals 

    ASSESSMENT CRITERION 6 
    6. Products are demonstrated to show product features, advantages and benefits to enable informed decision making 

    SPECIFIC OUTCOME 3 
    Close encounter (sale) and complete documentation and follow-up procedures 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Encounter (sale) is closed in accordance with established procedures 

    ASSESSMENT CRITERION 2 
    2. Documentation is completed within agreed format and time frames 

    ASSESSMENT CRITERION 3 
    3. Follow-up procedures are brought into action to meet requirements of client and organisation. 

    SPECIFIC OUTCOME 4 
    Understand product and service specifications 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Products and services required are identified and listed 

    ASSESSMENT CRITERION 2 
    2. Differences in a general range of products and services are described 

    ASSESSMENT CRITERION 3 
    3. The application of products and services are explained in line with client needs. 

    ASSESSMENT CRITERION 4 
    4. Features of products and services are identified and explained. 

    ASSESSMENT CRITERION 5 
    5. Advantages and benefits to meet client needs are explained. 

    ASSESSMENT CRITERION 6 
    6. Potential improvements to products and services are identified, recorded and communicated to relevant authorised individuals. 
    ASSESSMENT CRITERION RANGE 
    Products will include coffins, caskets, wreaths, urns, handles, shrouds, ornamental fittings, lining, tombstones, ledger, niches, pre-need finance products, funeral societies, funeral clothes, funeral programmes, videos.
    Services will include burials, embalming, cremation, repatriation, hearses, mourning cars (family), grave equipment, buses, public address systems, cement mixers, catering services, musicians, tents, chairs, portable toilets.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this standard will be accredited and assessors registered by the relevant Education Training Quality Assurance body (ETQA) 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A broad understanding of the methods, principles and techniques for opening the sale, eliciting information, presenting products and closing the sale.
  • A comprehensive understanding of product and service knowledge and specifications
  • A general understanding of legislation and local regulations pertaining to the sale of funeral products and services.
  • An all-rounded understanding of cultural differences and needs for products and services available. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to client`s requirements for products and/or services. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others when identifying and analysing client needs and when presenting alternative solutions 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one`s activities before, during and after the sales presentation so that everything runs smoothly 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information when identifying and analysing client needs and expectations to enable informed decision making 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with clients during the sales presentation, showing clients their needs and expectations will be met. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that meeting client needs and expectations leads to customer satisfaction 

    UNIT STANDARD CCFO CONTRIBUTING 
    In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: developing entrepreneurial opportunities assisting individuals. 

    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  21787   National Certificate: Funeral Services Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  SERVICES 


    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.
     
    NONE 



    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.