Neftaly Online Course SAQA 11516699669

Associated Assessment Criteria for Exit Level Outcome 1:
The generally accepted ways of greeting and acknowledging diverse customers in order to promote customer service and create a positive first impression are explained.
The way in which different types of customers encountered in a wholesale and retail environment should be handled is explained with examples appropriate to the scenarios given.
The impact that personal appearance, grooming, the use of professional language and housekeeping has on the customer is explained in terms of the image of the sales assistant and the store.
Responses to customer queries on product location, stock availability and promotions are appropriately made and information given in regard to the query.

Associated Assessment Criteria for Exit Level Outcome 2:
The importance of acknowledging customers waiting for service is explained in terms of its impact on customer service, sales and the image of the store.
The impact that good and poor service has on sales in a business is explained in terms of its effect on getting customers to return to the store.
Suggestions to build relationships with customers are given for situations where the customer is dissatisfied with the service received in the past and also in cases where customers are happy with the service received so as to motivate them to recommend the store to others.

Associated Assessment Criteria for Exit Level Outcome 3:
The sale process of a sales advisor in a visual or written scenario is evaluated in terms of the approach, questioning techniques used, the presentation of the product, meeting the customer’s buying needs, overcoming the customer’s objections, and closing the sale and where incorrect, the correct action is suggested appropriate to the scenario.
The ways that customers could be approached are described using examples that are correct in terms of the scenario given.
The manner in which a customer is approached to engage the customer and starts the sales process is demonstrated.
The customer is questioned in a manner that results in the sales advisor identifying the buying needs.
The product is demonstrated to the customer in a manner where features, advantages, and benefits are linked to the buying motive or customers buying needs.
Objections are dealt with in a manner that results in the sale being positively closed.
The sale is closed.
The use of advanced selling skills including selling add-on products, selling up, selling alternative products or selling supplementary services is demonstrated in a manner that results in sales.

Integrated Assessment:
Integrated Formative Assessment:
The skills development provider will use the curriculum to guide them on the stipulated internal assessment criteria and weighting. They will also apply the scope of practical skills and applied knowledge as stipulated by the internal assessment criteria. This formative assessment leads to entrance into the integrated external summative assessment.

Integrated Summative Assessment:
An external integrated summative assessment, conducted through the relevant Quality Council Trading Occupation Assessment Quality Partner is required for the issuing of this qualification. The external integrated summative assessment will focus on the Exit Level Outcomes and Associated Assessment Criteria.