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 THAT HAS PASSED THE END DATE: 

Attending to customers 
SAQA US ID UNIT STANDARD TITLE
7633  Attending to customers 
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 2  NQF Level 02  20 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2003-12-03  2006-12-03  SAQA 1351/03 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2007-12-03   2010-12-03  

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 is a core standard towards the qualification of National Certificate in retail/wholesale processes at NQF Level 2. This core standard intends to raise the level and quality of customer care in the retail/wholesale sector. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
English, verbal communication to at least NQF Level 1 equivalent 

UNIT STANDARD RANGE 
  • Customer queries including locations for different categories of merchandise, merchandise prices, discounts, promotions, returns of damaged merchandise 
    		•

    UNIT STANDARD OUTCOME HEADER 
    The demonstrated ability to make decisions and con 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    The demonstrated ability to make decisions and consider options when: 
    OUTCOME NOTES 
  • Responding openly and objectively when attending to a range of customer queries in retail/wholesale outlets?

    Directing customers to appropriate internal resources for resolving customer queries in retail/wholesale outlets

  • Maintaining ongoing customer service during busy trading periods by assisting co-workers attending to customers in retail/wholesale outlets 
    		•

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The ability to produce the following types of evidence: 
    ASSESSMENT CRITERION NOTES 
    The ability to produce the following types of evidence:

    (The evidence must be judged by a registered retail assessor both in-store and at the training centre)?

    Discuss organisational policy for promoting image of retail/wholesale outlet?

    Describe and give examples of the different categories of merchandise stocked by retail/wholesale outlet
  • Discuss organisational policy on customer service delivery in retail/wholesale outlet?

    Produce an illustration of store layout and identify locations for different categories of merchandise ?

    Performance of assisting customers and maintaining ongoing customer service during busy trading periods 
    		•


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Programmes leading to the acquisition of these credits will be accredited by the Retail/Wholesale SETA in conjunction with the FETQA 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The demonstrated understanding of:?

    Organisational policy for promoting image of retail/wholesale outlet?
    Ranges of merchandise stocked by retail/wholesale outlet?
    Different categories of merchandise stocked by retail/wholesale outlet 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work with others as part of a team by supporting co-workers during busy trading periods so that ongoing customer service is maintained 
    		•

    UNIT STANDARD CCFO ORGANISING 
    The ability to:?
    Organise and manage one's activities when attending to customers so that responses are delivered in a professional and open manner 

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when responding to customer queries so that informed advice is given regarding product locations and prices 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Understand the world as a set of related systems where immediate and informed assistance offered to customers leads to the establishment of long-term relationships between customers and retail/wholesale outlets 
    		•

    UNIT STANDARD ASSESSOR CRITERIA 
    The ability to produce the following types of evidence:

    (The evidence must be judged by a registered retail assessor both in-store and at the training centre)?

    Discuss organisational policy for promoting image of retail/wholesale outlet?

    Describe and give examples of the different categories of merchandise stocked by retail/wholesale outlet?

    Discuss organisational policy on customer service delivery in retail/wholesale outlet?

    Produce an illustration of store layout and identify locations for different categories of merchandise ?

    Performance of assisting customers and maintaining ongoing customer service during busy trading periods 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  13718   National Certificate: Retail and Wholesale Processes  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2006-12-03  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. Edutel Wholesale & Retail Academy 
    2. LEWIS STORES PTY LTD 
    3. MASSTORES PTY LTD T/A MAKRO 
    4. Owl Business Training PTY LTD 
    5. P AND L HARDWARE (PTY) LTD 
    6. Tefu And Leah Trading And Business Solutions Pty Ltd 
    7. The Foschini Group 


    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.