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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Demonstrate skills and techniques required to build a relationship with a client in a financial services environment 
SAQA US ID UNIT STANDARD TITLE
243137  Demonstrate skills and techniques required to build a relationship with a client in a financial services environment 
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  3 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "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 replaces: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
113903  Demonstrate skills and techniques required to build a relationship with a client in a financial services environment  Level 4  NQF Level 04  3   

PURPOSE OF THE UNIT STANDARD 
This Unit Standard is intended for learners in a financial services environment. It will add value to Trainee Financial Planners, Intermediaries, Product Developers, Coordinators of Medical Schemes, Financial Call Centre Agents and Trustees of Medical Schemes and Retirement Funds. It complies with the current legislated practices in giving financial advice.

The qualifying learner is capable of:
  • Projecting a professional image in a financial services environment.
  • Relating appropriately to a prospective client.
  • Explaining the importance of industry knowledge in building a relationship with a client.
  • Adapting a communication to the needs of a client. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in Communication and Mathematical Literacy at Level 3. 

    UNIT STANDARD RANGE 
    The typical scope of this Unit Standard is:
  • Sensitivities and issues include, but not limited to, culture, gender, age, education level, socio economic situation, lifestyle, value systems and/or religion. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Project a professional image in a financial services environment. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Dress appropriate for an interaction in a specific client scenario is selected and an indication is given of why the selected dress is considered appropriate and the possible consequences of dressing inappropriately. 

    ASSESSMENT CRITERION 2 
    The intention behind an interaction with the client is stated clearly and credibly and indication is given of why a concise introduction is important. 

    ASSESSMENT CRITERION 3 
    Behaviour that could be considered to be professional in a selected situation is inferred from observation of joint calls or meetings with clients. 

    SPECIFIC OUTCOME 2 
    Relate appropriately to a prospective client. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The language appropriate in a specific client interaction is identified based on an informal assessment of the client's knowledge of financial services. 

    ASSESSMENT CRITERION 2 
    Sensitivities and issues of diversity in a specific situation are identified and an indication is given of the consequences of stereo-typing. 

    ASSESSMENT CRITERION 3 
    The importance of confidentiality in a relationship with a client is explained and an indication is given of the consequences of non-compliance. 

    ASSESSMENT CRITERION 4 
    Ability to adapt approach and style in relating to a client is demonstrated for different scenarios. 

    SPECIFIC OUTCOME 3 
    Explain the importance of industry knowledge in building a relationship with a client. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The importance of knowing the industry and the wider financial services environment is explained with reference to how it impacts on advice. 

    ASSESSMENT CRITERION 2 
    The importance of competitor intelligence in a relationship with a client is explained and an indication is given of why this is particularly important in a financial services environment. 

    ASSESSMENT CRITERION 3 
    Questions are anticipated in a specific situation and appropriate answers are formulated within own level of license and authority. 

    SPECIFIC OUTCOME 4 
    Adapt a communication to the needs of a client. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Vocabulary is selected that is appropriate to a client's level of understanding and needs. 

    ASSESSMENT CRITERION 2 
    Misperceptions on the part of the client are corrected diplomatically and respectfully for different scenarios. 

    ASSESSMENT CRITERION 3 
    The implications of an on-going relationship on communication with a client are explained with examples. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Anyone assessing a candidate against this Unit Standard must be registered as an assessor with the relevant ETQA or ETQA where a Memorandum of Understanding (MOU) exists with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this Unit Standard must be accredited as a provider through the relevant ETQA or ETQA where a Memorandum of Understanding (MOU) exists with the relevant ETQA.
  • Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines and the agreed ETQA procedures. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is capable of identifying and solving problems and making decisions in informally assessing a client's knowledge and adapting communication accordingly. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is capable of organising him/herself and his/her own activities in preparing for an interaction with a client. 

    UNIT STANDARD CCFO COMMUNICATING 
    The learner is capable of communicating effectively in using language that is appropriate to the client. 

    UNIT STANDARD CCFO CONTRIBUTING 
  • The learner is capable demonstrating cultural sensitivity is dealing with a client and understanding the consequences of stereo-typing.
  • The learner is capable of demonstrating aesthetic sensitivity in dressing appropriately for a specific client interaction. 
    		•

    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 113903, "Demonstrate skills and techniques required to build a relationship with a client in a financial services environment", level 4, 3 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  66613   Further Education and Training Certificate: Wealth Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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. African Resources & Financial Training (Pty) Ltd 
    2. CKP Development Agency (Pty) Ltd 
    3. De Vries Management & Training Services cc 
    4. Faisit (Pty) Ltd 
    5. Ray Strodl Consulting (Pty) Ltd 
    6. The Graduate Institute of Financial Sciences (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.