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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Explore strategies to retain or expand existing business in the insurance/investment industry 
SAQA US ID UNIT STANDARD TITLE
14319  Explore strategies to retain or expand existing business in the insurance/investment industry 
ORIGINATOR
SGB Insurance and Investment 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Finance, Economics and Accounting 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04 
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 
The key purpose of this unit standard is to provide learners with the knowledge and skill required to retain business when faced with possible terminations.

The qualifying learner is capable of:
! Identifying opportunities to retain clients and expand business.
! Understanding the organisational and legislative environment in order to offer alternative insurance/investment solutions.
! Demonstrating principles of good customer care and client service.
! Understanding legal and financial aspects of alternatives for insurance and investment solutions. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
There is open access to this unit standard. Learners should be competent in communication and mathematical literacy at Level 3. 

UNIT STANDARD RANGE 
The typical scope of this unit standard is:

Constraints of the product relate to premiums, payments, updates, structure and term. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Identify opportunities to retain clients and expand business. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The retention policy for a specific organisation is explained and applied to five case studies. 

ASSESSMENT CRITERION 2 
2. Opportunities to expand business are identified based on an existing client database. 

ASSESSMENT CRITERION 3 
3. Five requests to decrease or terminate business are analysed in terms of changed needs and attitudes and a decision is made to accede to the requests or to attempt to retain the business in each case. 

ASSESSMENT CRITERION 4 
4. The implications of losing the client and growing the business are explained with reference to the organisation and the employee. 

SPECIFIC OUTCOME 2 
Demonstrate knowledge and understanding of the organisational and legislative environment. 
OUTCOME NOTES 
Demonstrate knowledge and understanding of the organisational and legislative environment in order to offer alternative insurance/investment solutions. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. The products/instruments offered by a specific organisation are identified and the constraints of and alterations to the product/instrument are explained for four different products/instruments. 

ASSESSMENT CRITERION 2 
2. The internal procedures required to effect a change are explained with reference to a specific company policy. 

ASSESSMENT CRITERION 3 
3. A solution to retain business is offered and the benefits to the client are explained in terms of cost and product features. 

ASSESSMENT CRITERION 4 
4. Threats to move business on the basis of cost to client are analysed and a possible counter action is offered within own limits of authority for three different scenarios. 

SPECIFIC OUTCOME 3 
Demonstrate principles of good customer care and client service. 
OUTCOME NOTES 
Demonstrate principles of good customer care and client service in attempting to retain existing business. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Empathy is demonstrated in role play for three authentic scenarios. 

ASSESSMENT CRITERION 2 
2. Persuasive techniques are demonstrated in role play for three authentic scenarios within own level of accreditation in terms of FAIS and Policyholder Protection legislation. 

ASSESSMENT CRITERION 3 
3. Ways of dealing with conflict and damage control are demonstrated in role play for three authentic scenarios within own level of accreditation in terms of FAIS and Policyholder Protection legislation. 

SPECIFIC OUTCOME 4 
Demonstrate knowledge and understanding of legal and financial aspects. 
OUTCOME NOTES 
Demonstrate knowledge and understanding of legal and financial aspects of alternatives for insurance/investment solutions. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Legal and financial implications associated with different products/instruments marketed by an organisation are explained and an indication is given of the consequences of giving incorrect information. 

ASSESSMENT CRITERION 2 
2. The need to refer the client to a specialist in situations where the advice needed exceeds the level of accreditation is explained and an indication is given of who the client could be referred to for best advice and the client's interests. 

ASSESSMENT CRITERION 3 
3. Potential problems in a product, product group and/or group of clients are identified, the cause of the problem is analysed from daily case load and a recommendation is made that could possibly assist in resolving the problems. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
This unit standard will be internally assessed by the provider and moderated by a moderator registered by INSQA or a relevant accredited ETQA. The mechanisms and requirements for moderation are contained in the document obtainable from INSQA, INSQA framework for assessment and moderation. 


Critical Cross-field Outcomes (CCFO): 

UNIT STANDARD CCFO IDENTIFYING 
Learners are able to identify and solve problems in which responses show that responsible decisions using critical and creative thinking have been made in identifying and analyzing potential problems in a product or group of clients; recommending possible ways of resolving the problems; deciding whether to accede to a request to terminate business or attempt to retain the business; offering solutions to retain business. 

UNIT STANDARD CCFO WORKING 
Learners are able to work effectively with others as a member of a team organisation in knowing when to refer a client and suggesting an alternate adviser in the client`s best interests. 

UNIT STANDARD CCFO ORGANISING 
Learners are able to organise themselves and their own activities in that they are required to plan their own work programme to ensure that they meet their income requirements. 

UNIT STANDARD CCFO COLLECTING 
Learners are able to collect, organise and critically evaluate information in analysing changed needs and attitudes and offering alternate insurance/investment solutions. 

UNIT STANDARD CCFO COMMUNICATING 
Learners are able to communicate effectively using visual, mathematics and language skills in the modes of oral and/or written presentations in explaining constraints of different products, offering alternate insurance/investment options and demonstrating principles of good customer care and client service. 

UNIT STANDARD CCFO DEMONSTRATING 
Learners are able to demonstrate an understanding of the world as a set of related systems by explaining the implications of losing a client for the organisation and the employee. 

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  48888   National Diploma: Hiring Operations Management  Level 5  NQF Level 05  Passed the End Date -
Status was "Reregistered" 
2016-12-31  SERVICES 
Elective  61595   Further Education and Training Certificate: Business Administration Services  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
Elective  49649   Further Education and Training Certificate: Long-term Insurance  Level 4  NQF Level 04  Reregistered  2023-06-30  INSETA 
Elective  66610   Further Education and Training Certificate: Short Term Insurance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
Elective  57613   Further Education and Training Certificate: Short-Term Risk Management  Level 4  NQF Level 04  Passed the End Date -
Status was "Reregistered" 
2012-06-30  INSETA 
Elective  48640   National Certificate: Financial Services Management  Level 4  Level TBA: Pre-2009 was L4  Reregistered  2023-06-30  INSETA 
Elective  20773   National Certificate: Long Term Insurance  Level 4  NQF Level 04  Passed the End Date -
Status was "Registered" 
2004-12-05  INSETA 
Elective  21796   National Certificate: Short Term Insurance  Level 4  NQF Level 04  Passed the End Date -
Status was "Registered" 
2005-06-12  Was INSETA until Last Date for Achievement 


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. Alcari Learning Centre (Pty) Ltd 
2. Boston City Campus and Business College (PTY) Ltd 
3. BRC Solutions (Pty) Ltd 
4. Business Management Training College (Pty) Ltd 
5. CKP Development Agency (Pty) Ltd. 
6. De Vries Management & Training Services cc 
7. EJW Financial Services (Pty) Ltd 
8. EXECU PRIME TRAINING 
9. Executive People Development Solutions (Pty) Ltd 
10. Faisit (Pty) Ltd 
11. IKHWEZI MANAGEMENT AND TRAINING INSTITUTE CC 
12. Intec College 
13. Intelligo Solutions Pty (Ltd) 
14. Invuya Institute of Learning (Pty) Ltd 
15. Masifunde Training Centre (Pty) Ltd 
16. Octomate (Pty) Ltd 
17. Outsurance Insurance Company Ltd 
18. Ripple Effect 4 (Pty) Ltd 
19. Umfolozi FET College - Central Office 



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.