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: 

Liaise with a range of customers of a business 
SAQA US ID UNIT STANDARD TITLE
252218  Liaise with a range of customers of a business 
ORIGINATOR ORIGINATING PROVIDER
SGB Marketing   
QUALITY ASSURING BODY
-  
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  4 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2012-07-01  2015-06-30  SAQA 0695/12 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2016-06-30   2019-06-30  

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
10024  Liaise with a range of customers of a business  Level 4  NQF Level 04  4  Complete 

PURPOSE OF THE UNIT STANDARD 
The person credited with this unit standard will be able to explain the benefits of customer service they are able to initiate contact with customers, maintain contact with them, administer the contact with customers to ensure effectiveness.

The qualifying learner is capable of:
  • Explaining the benefits of customer liaison.
  • Initiating contact with a range of customers.
  • Maintaining contact with a range of customers.
  • Administering contact with a range of customers. 
    		•

    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 NQF Level 3 or equivalent. 
    		•

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Customers include walk-in customers, canvassed customers, and telephonically contacted customers, customers obtained through marketing communications, e-mail customers and customers contacted through electronic means. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain the benefits of customer liaison. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The value of prospective customer is identified by the organisation. 

    ASSESSMENT CRITERION 2 
    The value of existing customers is identified by the organisation. 

    ASSESSMENT CRITERION 3 
    The benefits of liaising with selected customer groups is explained to appropriate internal authority. 

    ASSESSMENT CRITERION 4 
    The risks of not liaising with selected customer groups is explained to appropriate internal authority. 

    ASSESSMENT CRITERION 5 
    The selection of cost effective contact methods is agreed with appropriate internal stakeholders. 

    SPECIFIC OUTCOME 2 
    Initiate contact with a range of customers. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The range of customers are identified according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    Current status of satisfaction is identified, assessed and maintained according to organisational procedures. 

    ASSESSMENT CRITERION 3 
    Customers are informed of the relevant business activities. 

    ASSESSMENT CRITERION 4 
    The situation is reported on to appropriate internal authority. 

    SPECIFIC OUTCOME 3 
    Maintain contact with a range of customers. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Communication processes with customers are established according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    Customers are contacted at predetermined intervals. 

    ASSESSMENT CRITERION 3 
    A reason to contact the customer is established according to organisational requirements. 

    ASSESSMENT CRITERION 4 
    Partnerships are built with a range of customers. 

    SPECIFIC OUTCOME 4 
    Administer contact with a range of customers. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Contact reports are completed as per company requirements. 

    ASSESSMENT CRITERION 2 
    Customers are graded according to specific methods of grading customers as per organisational requirements. 

    ASSESSMENT CRITERION 3 
    Analysis and/or report is presented to correct individuals. 

    ASSESSMENT CRITERION 4 
    Trends and/or problems are identified in report. 


    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 
  • A broad understanding of how to initiate, maintain and administer contacts with a range of customers.
  • A basic understanding of methods and techniques for grading customers.
  • A comprehensive understanding of methods and techniques for visiting or telephoning customers.
  • A general, broad understanding of the company or organisations business activities. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others when making contacts with a range of customers. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities so that contacts made with customers are initiated, maintained and administered to enhance a business. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively when making contacts with a range of customers. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology to administer contacts with customers. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Being culturally sensitive to a range of social contacts when making contact with range customers, so that this contact is acceptable to a broad range of cultural background individuals. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE QUALITY ASSURING BODY
    Core  61450   Further Education and Training Certificate: Film and Television Production Operations  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Core  67464   Further Education and Training Certificate: Marketing  Level 4  NQF Level 04  Reregistered  2015-06-30  As per Learning Programmes recorded against this Qual 
    Core  71729   Further Education and Training Certificate: Public Relations Practice  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 
    Elective  65409   National Certificate: Building and Civil Construction  Level 3  NQF Level 03  Reregistered  2015-06-30  CETA 
    Elective  49081   National Certificate: Construction: Advanced Plant Operations  Level 3  NQF Level 03  Reregistered  2015-06-30  CETA 
    Elective  50479   Further Education and Training Certificate: Advertising  Level 4  NQF Level 04  Reregistered  2015-06-30  MICTS 
    Elective  80546   Further Education and Training Certificate: Auctioneering Support Services  Level 4  NQF Level 04  Reregistered  2015-06-30  SERVICES 


    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 Quality Assuring Bodies 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 Quality Assuring Body should be notified if a record appears to be missing from here.
     
    1. AGON TRAINING PTY LTD 
    2. AGR National Training cc 
    3. Bokgoni Training And Development 
    4. Boston City Campus and Business College (PTY) Ltd 
    5. CIETS 
    6. Damelin -Boksburg 
    7. Damelin -Braamfontein 
    8. Feline Technology 
    9. Fernwood Business College (Pty) Ltd 
    10. FILM Mentorship & Training 
    11. INDUSTRIES EDUCATION & TRAINING INSTITUTE 
    12. Junda Training Projects 
    13. KAJAL & ASSOCIATES 
    14. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS (PTY)LTD 
    15. KNOWLEDGE BROKERS INTERNATIONAL PTY LTD 
    16. KNOWLEDGE QUEST PTY LTD 
    17. Leps Training Consultants 
    18. LNT Trading Enterprise 
    19. MAXIMUS BUSINESS TURNAROUND (PTY) LTD T/A MAXIMUS 
    20. MERCURI INTERNATIONAL SA 
    21. MSC College 
    22. NEMISA 
    23. Open Learning Group 
    24. OPTIMUM LEARNING TECHNOLOGIES (PTY) LTD 
    25. SESTO (PTY) LTD 
    26. The Independent Institute of Education (Pty) Ltd 
    27. Tjeka Training Matters 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.