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: 

Deal with customers in a retail business 
SAQA US ID UNIT STANDARD TITLE
243806  Deal with customers in a retail business 
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 
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 is aimed at people who interact with customers at the level where they are expected to be able to solve customer complaints and answer customer queries. Persons credited with this unit standard understand and can implement customer service standards and can operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that learners are competent in:
  • Communications and Mathematical Literacy at NQF Level 2. 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the standards for customer service. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The manner in which a positive image is promoted to customers is explained as it applies to the wholesale and retail environment. 

    ASSESSMENT CRITERION 2 
    A policy on customer service is developed for the outlet. 

    ASSESSMENT CRITERION 3 
    Customer service standards for every staff member are explained according to the requirements of the outlet. 

    SPECIFIC OUTCOME 2 
    Deal with customers in a professional manner. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Personal appearance is maintained to present a positive image to the customer. 

    ASSESSMENT CRITERION 2 
    Customers are acknowledged and greeted in a professional manner. 

    ASSESSMENT CRITERION 3 
    Customer needs are identified to ensure customer satisfaction. 

    ASSESSMENT CRITERION 4 
    The customer's needs are understood through appropriate listening and questioning techniques. 

    ASSESSMENT CRITERION 5 
    Customer needs are met in a courteous and professional manner. 

    SPECIFIC OUTCOME 3 
    Respond to customer complaints. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Steps for dealing with customer complaints are explained with examples of good and bad practice. 

    ASSESSMENT CRITERION 2 
    The contact with the customer in carried out in a manner that diffuses the emotions and minimises disruption. 

    ASSESSMENT CRITERION 3 
    The customer's complaint is interpreted and appropriate actions are taken. 

    ASSESSMENT CRITERION 4 
    Ways in which to address queries and complaints in a manner that satisfies both the business and the customer are explained with examples of good and bad practice. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Programmes leading to the award of credits from this unit standard will be accredited by the relevant ETQA. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Importance of the customer and customer service.
  • Procedures for dealing with customer complaints/queries.
  • Techniques to resolve customer complaints.
  • Listening and questioning techniques. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems.

    Refer to the following outcome:
  • Respond to customer complaints. 

  • UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team.

    Refer to the following outcome:
  • Identify the standards for customer service. 

  • UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities.

    Refer to the following outcome:
  • Deal with customers in a professional manner. 

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

    Refer to the following outcomes:
  • Deal with customers in a professional manner.
  • Respond to customer complaints. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively.

    Refer to the following outcomes:
  • Deal with customers in a professional manner.
  • Respond to customer complaints. 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system.

    Refer to the following outcome:
  • Identify the standards for customer service. 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive.

    Refer to the following outcome:
  • Deal with customers in a professional manner. 

  • 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
    Core  58308   National Certificate: Informal Small Business Practice  Level 3  NQF Level 03  Reregistered  2023-06-30  W&RSETA 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  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. A and S Training Consultancy 
    2. Blitz Skills Developers 
    3. CONSUMER GOODS COUNCIL OF SOUTH AFRICA 
    4. Contra-Lit Pty Ltd 
    5. Creative Thinking Trading 524 
    6. Durban University of Technology 
    7. Edutel Wholesale & Retail Academy 
    8. EMANZINI STAFFING SOLUTIONS CC 
    9. Gain-learning Today Leading Tomorrow cc 
    10. Marrian Ridge Computer Centre (Pty) Ltd 
    11. Masiqhame Trading 126 cc 
    12. MHONTO EDUCATIONAL FOUNDATION NPC 
    13. MSC Education Holdings Pty Ltd 
    14. Nela Kahle 80 cc 
    15. Passionate About People 
    16. PHARMACY DEVELOPMENT ACADEMY PTY LTD 
    17. Related Education Pty Ltd 
    18. Shoprite Checkers 
    19. Shumani Training and Hr Solutions Pty Ltd 
    20. Southern Ambition 171 
    21. Spar Group Ltd 
    22. The Ed Agency Pty Ltd 
    23. Thuto- Lore Academy 
    24. Timnet Management Consulting 
    25. Tshimedzwa Development Centre Pty Ltd 
    26. Visual Excellence Trading 508 (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.