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: 

Conduct follow-up with customers to evaluate satisfaction levels 
SAQA US ID UNIT STANDARD TITLE
252214  Conduct follow-up with customers to evaluate satisfaction levels 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
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  2015-07-01  2018-06-30  SAQA 10105/14 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2019-06-30   2022-06-30  

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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
10038  Conduct follow-up with customers to evaluate satisfaction levels  Level 4  NQF Level 04  14  Complete 

PURPOSE OF THE UNIT STANDARD 
The person credited with this unit standard will be able to monitor the recording of customers order verbally as well as monitor the acceptance and recording of customers' written order. Learners will also be able to monitor the completion and administering order procedures and documentation, and confirm and distribute orders while ensuring the sales team follow up on orders and ensure that the customer is satisfied.

The qualifying learner is capable of:
  • Monitoring the recording of customers order verbally.
  • Monitoring the acceptance and recording of customers written order.
  • Monitoring the completion and administering order procedures and documentation.
  • Monitoring the confirmation and distribution of orders.
  • Ensuring sales teams follow up on orders placed.
  • Ensuring overall customer satisfaction and relationships. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this unit standard will have demonstrated competence in:
  • Communication at NQF Level 3 or equivalent.
  • Mathematical Literacy at NOF Level 3 or equivalent. 

  • UNIT STANDARD RANGE 
  • Order status including out of stock, end of line products, orders awaiting delivery, redundant stock.
  • Sales Management refers to the overall management of a team of sales people involved in the selling of singular and basic products and services.
  • Sales includes all forms of Sales Management in a region/territory/area/department.
  • Communication strategies including listening, use of questions, observation, and body language.
  • Product knowledge including features, advantages, benefits, uses, technical knowledge, assembly knowledge, add-ons, special features.
  • Sales Management refers to the overall management of a team of sales people involved in the selling of singular and basic products and services.
  • Sales includes all forms of Sales Management in a region/territory/area/department. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Monitor recording of customers' orders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The described and demonstrated elements of the sales process in the workplace are checked in accordance with organisational and customer requirements. 

    ASSESSMENT CRITERION 2 
    Assessments of the competitive environment determine implications for selling techniques to be managed. 

    ASSESSMENT CRITERION 3 
    Customers' needs identified and goods and/or services offered checked to determine whether in line with these needs. 

    ASSESSMENT CRITERION 4 
    Add-on opportunities identified and communicated to customers monitored. 

    ASSESSMENT CRITERION 5 
    Orders clarified and details recorded accurately to the satisfaction of customers are monitored. 

    SPECIFIC OUTCOME 2 
    Monitor acceptance and recording of customers' written orders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Elements of the sales process are described and demonstrated in the workplace in accordance with organisational and customer requirements. 

    ASSESSMENT CRITERION 2 
    Assessments of the competitive environment determine implications for selling techniques to be used. 

    ASSESSMENT CRITERION 3 
    Confirmed orders and recorded details thereof are monitored to ensure customer satisfaction. 

    ASSESSMENT CRITERION 4 
    Acceptance and recording of the customers' orders are checked to ensure compliance with organisational, customer and legal requirements. 

    SPECIFIC OUTCOME 3 
    Monitor completion and the administration of orders' procedures and documentation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Order documentation is checked to ensure done according to organisational and customer's requirements. 

    ASSESSMENT CRITERION 2 
    Order administration procedures are maintained in relation to recording, analysing and reporting processes and checked in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    Order documentation information is checked and ensured to be available for reference purposes. 

    ASSESSMENT CRITERION 4 
    Order documentation is checked to be within agreed time frames. 

    SPECIFIC OUTCOME 4 
    Monitor confirmation and distribution of orders. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Confirmed orders and the relevant communication to the relevant parties within the agreed time frames are checked. 

    ASSESSMENT CRITERION 2 
    Documentation and processes relating to confirming of orders are checked to be complete, concise and in the required format and location. 

    ASSESSMENT CRITERION 3 
    Relevant communication equipment used to convey and distribute orders is checked to comply with organisational requirements. 

    ASSESSMENT CRITERION 4 
    Order deliveries aligned with customer delivery schedules and delivery times booked are monitored. 

    ASSESSMENT CRITERION 5 
    Variances in the orders that are identified and corrective action taken are checked. 

    SPECIFIC OUTCOME 5 
    Ensure sales team follow-up on orders placed. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Good customer relations are monitored through awareness of order status. 

    ASSESSMENT CRITERION 2 
    Order documentation is checked to confirm whether reconciled and processed in accordance with organisational requirements. 

    ASSESSMENT CRITERION 3 
    Order administration procedures and systems are monitored to ensure adherence with company policies. 

    ASSESSMENT CRITERION 4 
    Variances in orders placed and orders received by the sales team are managed. 

    ASSESSMENT CRITERION 5 
    Damaged goods uplifted inline are checked against organisation requirements. 

    SPECIFIC OUTCOME 6 
    Manage overall customer satisfaction levels and relationships. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Processes that establish communication with customers in accordance with company requirements are monitored. 

    ASSESSMENT CRITERION 2 
    Product and service support provided that is consistent with identified customer needs and the resources of the organisation is monitored. 

    ASSESSMENT CRITERION 3 
    Opportunities for feedback from all stakeholders are monitored in relation to maintaining and improving customer satisfaction and relationships. 

    ASSESSMENT CRITERION 4 
    Methods and techniques that provide for the ongoing identification of customer satisfaction are checked in accordance with established requirements. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • An individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Methods, techniques and elements for conducting order transactions.
  • Systems, policies and procedures for processing order documentation.
  • The industry, the product and the industry role players.
    > Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out by the relevant Educational and Training Quality Assurance Body (ETQA).
  • Methods and techniques for following up outstanding and back orders.
  • Methods and techniques for responding to customer needs and requests.
  • Methods and techniques for measuring and evaluating customer satisfaction levels.
  • Methods and techniques for improving customer satisfaction levels.
  • Methods and techniques for communicating with individual customers and groups of customers.
  • The industry, the product and the industry role players.
    > Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out by the relevant Educational and Training Quality Assurance Body (ETQA). 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems pertaining to the way the sales team reacts to issues around orders, deliveries and stock in an organisation. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in order to ensure that all problems and queries related to orders and incomplete orders are processed. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that alternative strategies exist in the event of order/delivery related problems occurring. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, evaluate, organise and critically evaluate information so the teams customer satisfaction problems are solved. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with sales teams when dealing with customers and suppliers regarding delivery of goods problems. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that order delivery problems impact on customer satisfaction and loyalty. 

    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 
    This unit standard replaces unit standard 10038, "Conduct follow-up with customers to evaluate satisfaction levels", Level 4, 14 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  65409   National Certificate: Building and Civil Construction  Level 3  NQF Level 03  Reregistered  2018-06-30  CETA 
    Elective  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Reregistered  2018-06-30  As per Learning Programmes recorded against this Qual 
    Elective  67354   Further Education and Training Certificate: Piano Technology  Level 4  NQF Level 04  Reregistered  2018-06-30  CATHSSETA 


    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. Bokgoni Training And Development 
    2. Goitsebasadi Construction Project 
    3. Leps Training Consultants 
    4. Primeserv Corporate Solutions (Pty) Ltd 
    5. Situational HR Trainers cc 



    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.