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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Provide after-sales customer service in an Asset Based Financing environment 
SAQA US ID UNIT STANDARD TITLE
12759  Provide after-sales customer service in an Asset Based Financing environment 
ORIGINATOR
SGB Banking and Micro Finance 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
BANKSETA - Banking Sector Education and Training Authority 
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 
Persons credited with this Unit Standard are able to identify after-sales customer needs, and then propose and implement satisfactory solutions. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
To be effective in handling after-sales queries, the learner would typically be multi-skilled and have worked in a number of different areas within the asset based financing environment. Because they will deal with a variety of queries, some at a fairly high level, they should have a broad base of general knowledge about the environment, and products, policies and procedures and should be able to provide legal information and do relevant calculations when required.
Unit Standards that should be done concurrently with or prior to this one include Unit Standard ABF009, Adhere to the legal and statutory requirements pertaining to the Asset Based Financing environment, and ABF010, Perform basic mathematical calculations in a banking environment. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Identify the nature of a variety of customer queries. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1.The customer is greeted and acknowledged in accordance with company standards. 

ASSESSMENT CRITERION 2 
2.The client's identity and authority on the account is confirmed through approved verification mechanisms. 

ASSESSMENT CRITERION 3 
3.Questioning skills are used to clarify the nature of the query. 

ASSESSMENT CRITERION 4 
4.Active listening techniques are used to identify the type of solution required by the customer. 

ASSESSMENT CRITERION 5 
5.Ownership of the query is taken with a view to providing a satisfactory solution or answer. 

SPECIFIC OUTCOME 2 
Discuss and propose possible options and solutions. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1.Alternatives appropriate to the query are identified and proposed to the client. 

ASSESSMENT CRITERION 2 
2.The implications of each alternative are explained to the client's satisfaction. 

ASSESSMENT CRITERION 3 
3.Any specific information requested is supplied as per the authority of the client on the account and within the mandate of the learner. 

ASSESSMENT CRITERION 4 
4.Cross selling opportunities are recognised and presented to the client. 

ASSESSMENT CRITERION 5 
5.A verbal contract is reached with the client. 

SPECIFIC OUTCOME 3 
Attend to the customer query. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1.Agreement to a specific solution is reached with the client. 

ASSESSMENT CRITERION 2 
2.All customer requirements are recorded for validation. 

ASSESSMENT CRITERION 3 
3.All customer requirements are attended to in accordance with company policy. 

ASSESSMENT CRITERION 4 
4.Client satisfaction is confirmed verbally. 

ASSESSMENT CRITERION 5 
5.Customer ratings are obtained where appropriate. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Accreditation for this Unit Standards shall be from the relevant education and Training Quality Assurer through formative and summative assessment by a registered Assessor. Assessment should be contextual and be conducted in the workplace as far as possible.

The relevant NSB and SGB should be notified of any feedback related to this qualification.
  • Assessors must be registered as an Assessor with the relevant ETQA.
  • Moderators must be registered as assessors with the relevant ETQA.
  • Training providers must be accredited by the relevant ETQA.
  • Moderation should include both internal and external moderation where applicable.
  • The relevant ETQA will co-ordinate all moderation activities in accordance with their policies and procedures. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • Verbal and written communication skills.
  • Telephone skills.
  • Advanced customer service skills.
  • Negotiation skills - communication skills from FET standards.
  • Selling skills.
  • Detailed product knowledge.
  • Company policies and procedures. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • The learner is able to identify and solve problems using critical and creative thinking processes when identifying customer needs and proposing solutions. 

  • UNIT STANDARD CCFO ORGANISING 
  • The learner is able to organize and manage oneself and one's activities responsibly and effectively by ensuring they are in a position to offer the best solution to the client, and to deliver promptly and according to company standards as agreed with the client. 

  • UNIT STANDARD CCFO COLLECTING 
  • The learner is able to collect, analyse, organise and critically evaluate information in order to correctly identify solutions for customer queries. 

  • UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate effectively using visual, mathematical and / or language skills in the modes of oral and / or written persuasion when dealing with customer queries. 

    UNIT STANDARD CCFO SCIENCE 
  • The learner is able to use science and technology effectively and critically when accessing the system to identify information required by the customer, and when communicating in writing with a customer. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    UNIT STANDARD NOTES 
    LEGAL REQUIREMENTS

    The legal and statutory knowledge required is described in the Unit Standard ABF009.
    All procedures should meet recognised codes of practice as well as the obligations required under current legislation within South Africa. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57901   Further Education and Training Certificate: Credit Management  Level 4  NQF Level 04  Reregistered  2023-06-30  FASSET 
    Elective  20185   Further Education and Training Certificate: Banking  Level 4  NQF Level 04  Reregistered  2023-06-30  BANKSETA 


    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. Absa Learning & Development 
    2. Bidvest Bank 
    3. Chartall Business College 
    4. Cornerstone Performance Solutions (Pty) Ltd 
    5. Felix Risk Training Consultants 
    6. Firstrand Bank - Benmore 
    7. Nedbank Ltd 
    8. The Facilitation Workshop 



    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.