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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: |
Develop customer needs and relationships |
SAQA US ID | UNIT STANDARD TITLE | |||
10067 | Develop customer needs and relationships | |||
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 5 | Level TBA: Pre-2009 was L5 | 16 |
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 |
This standard is an Elective unit standard and forms part of the Qualification, National Diploma and is registered at Level 5 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a marketing environment, specialising in Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who wish to start their own formal or informal business, acting as a vendor of products or services. The qualifying learner is capable of: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
UNIT STANDARD RANGE |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Initiate interpersonal communication with sales customers |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Components of the interpersonal communication process are identified in relation to specific sales customers and selling and service situations. |
ASSESSMENT CRITERION 2 |
2. Preferred customer communication styles and methods are identified for specific selling and service situations. |
ASSESSMENT CRITERION 3 |
3. Communication processes initiated provide for acknowledgement of the customer and establishment of customer needs, preferences and expectations of products or services. |
ASSESSMENT CRITERION 4 |
4. Communication processes initiated are consistent with the circumstances of the purchasing situation and the nature of the product or service offered. |
ASSESSMENT CRITERION 5 |
5. Interpersonal techniques used meet the requirements of specific and different purchasing situations. |
SPECIFIC OUTCOME 2 |
Assess and respond to customer needs |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Assessments of customer needs and preferences are used to clarify the nature and extent of products and services required, and to identify gaps in the current product range. |
ASSESSMENT CRITERION 2 |
2. Sales and service strategies for individual customers are designed to foster customer loyalty and develop partnerships with mutual benefits for the customer and the organisation. |
SPECIFIC OUTCOME 3 |
Maintain and improve customer relationship |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
1. Sales and service strategies are designed to establish processes for communication with customers and monitoring of customer satisfaction with products and services. |
ASSESSMENT CRITERION 2 |
2. Sales and service strategies are designed to provide for a level of product support that is consistent with identified customer needs and the resources of the sales organisation. |
ASSESSMENT CRITERION 3 |
3. Sales and service strategies are designed to provide opportunities for, and recognition of, feedback from all participants in the sales process, in relation to maintaining and improving customer relationship. |
ASSESSMENT CRITERION 4 |
4. Sales and service strategies are designed to provide for ongoing identification and evaluation of opportunities to differentiate products, and to supply new products to meet customer needs. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
A demonstrated understanding of:
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 jointly by the relevant educating and training quality assurance body (ETQA) and the services ETQA. |
Critical Cross-field Outcomes (CCFO): |
UNIT STANDARD CCFO IDENTIFYING |
UNIT STANDARD CCFO WORKING |
UNIT STANDARD CCFO ORGANISING |
UNIT STANDARD CCFO COLLECTING |
UNIT STANDARD CCFO COMMUNICATING |
UNIT STANDARD CCFO SCIENCE |
UNIT STANDARD CCFO DEMONSTRATING |
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 | 21789 | National Diploma: Funeral Services Practice | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | SERVICES |
Elective | 58820 | National Certificate: Advertising | Level 5 | Level TBA: Pre-2009 was L5 | Reregistered | 2023-06-30 | MICTS |
Elective | 59201 | National Certificate: Generic Management | Level 5 | Level TBA: Pre-2009 was L5 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 58977 | National Certificate: Publishing | Level 5 | Level TBA: Pre-2009 was L5 | Passed the End Date - Status was "Reregistered" |
2015-06-30 | FPMSETA |
Elective | 20908 | National Diploma: Customer Management | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | 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 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. | A P L CARTONS CT |
2. | ATTI (Advanced Technonogy Training Institute) |
3. | ATTI Nelspruit Pty Ltd |
4. | Beritam Projects and Training Solutions |
5. | Bucks Bub Trading 5 |
6. | Camblish Training Institute |
7. | Cartrack |
8. | CHANGEFOLIO SOUTH AFRICA |
9. | College Africa Group (Pty) Ltd |
10. | CROWN TRAINING PTY LTD |
11. | CSS Credit Solutions Services |
12. | Digital School of Marketing (Pty) Ltd |
13. | DYNAMIC DNA (PTY) LTD |
14. | Eshybrand Pty Ltd |
15. | Euro Blitz |
16. | EYETHU NATIONAL COMPUTER COLLEGE PTY LTD |
17. | Fullimput108 (Pty) Ltd |
18. | Golden Era Group of Companies |
19. | iLearn |
20. | Izithelo Strategic Partners |
21. | KLM Empowered Human Solutions Specialists |
22. | KZN Business Training Centre |
23. | Learning and Performance Academy |
24. | Metanoia Ratings PTY LTD |
25. | Mufuka Business and Technical |
26. | Nlighten Customer Service Improvement Co |
27. | Pax Projects |
28. | Rasinkhu Investment (Pty) Ltd |
29. | Renew-A-Skill |
30. | Richfield Graduate Institute of Technology Pty Ltd |
31. | SA College of Technology (PTY) |
32. | Shirs Vision Compleadev |
33. | The Finishing College (Pty) Lt |
34. | The South Africanist |
35. | Training B2B CC |
36. | TRAINING BUSINESS 2 BUSINESS |
37. | Training Portal Online |
38. | Ukwakhile Training |
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. |