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: 

Establish and develop banking sales client relationships 
SAQA US ID UNIT STANDARD TITLE
7254  Establish and develop banking sales client relationships 
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  15 
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 unit standard is for people with the responsibility of establishing and developing the sales client relationship. People credited with this unit standard are able to demonstrate an in-depth understanding of consumer behaviour; initiate interpersonal communication with sales clients; assess and respond to client needs; and maintain and improve client relationships. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Open. 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Demonstrate an in-depth working knowledge of consumer behaviour 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Personal, social, cultural and psychological factors are distinguished in terms of their relationship to and impact on consumer behaviour. 

ASSESSMENT CRITERION 2 
2. Consumer buying roles and decision processes are differentiated in relation to market type, customer base and product range. 

ASSESSMENT CRITERION 3 
3. Sales and service strategies developed for individual clients recognise and are consistent with the information obtained from differentiation of client buying decision motives and behaviours and client buying roles and decision processes. 
ASSESSMENT CRITERION RANGE 
Evidence is required of strategies developed for two different, actual or simulated industry contexts or selling situations.
 

SPECIFIC OUTCOME 2 
Initiate interpersonal communication with sales clients 
OUTCOME RANGE 
Evidence is required of initiation of interpersonal communication processes and techniques in two different, actual or simulated industry contexts or selling situations. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Components of the interpersonal communication process are identified in relation to specific sales clients and selling and service situations. 
ASSESSMENT CRITERION RANGE 
May include but not be limited to - sender, message, medium, receiver and feedback mechanism.
 

ASSESSMENT CRITERION 2 
2. Preferred client communication styles and methods are identified for specific selling and service situations. 

ASSESSMENT CRITERION 3 
3. Communication processes initiated acknowledge the client's needs, preferences and expectations of the product(s). 

ASSESSMENT CRITERION 4 
4. Communication processes initiated are consistent with the circumstances of the buying situation and the nature of the product offered. 

SPECIFIC OUTCOME 3 
Assess and respond to client needs 
OUTCOME RANGE 
Evidence is required of assessments and responses to client needs in two different, actual or simulated industry contexts or selling situations. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Client needs and preferences are matched with available products and services. 

ASSESSMENT CRITERION 2 
2. Sales and service strategies are developed for individual clients and acknowledge the extent to which the organisation can assist clients to maximise product value and benefits. 

ASSESSMENT CRITERION 3 
3. Sales and service strategies that identify client needs and preferences from a client perspective are developed for individual clients. 

ASSESSMENT CRITERION 4 
4. Assessments of client needs and preferences clarify the nature and extent of products and services required, and identify gaps in the current product range. 

ASSESSMENT CRITERION 5 
5. Sales and service strategies are designed to meet individual client needs, foster client loyalty and develop partnerships with mutual benefits for the client and the sales organisation. 

SPECIFIC OUTCOME 4 
Maintain and improve client relationships 
OUTCOME RANGE 
Evidence is required of examples of strategies and processes for maintaining and improving client relationships in two different, actual or simulated industry contexts or selling situations 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
1. Sales and service strategies are designed to establish processes for communication with clients, and monitor client 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 client needs and the resources of the 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 order to maintain and improve client relationships. 

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 client needs. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Accreditation process (including moderation):
  • 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 overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

    Therefore anyone wishing to be assessed against this unit standard may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Learner are able to:
  • Differentiate between features and benefits pertaining to the products and services offered by the organisation
  • Identify organisational products and services that will meet client needs
  • Explain and interpret the concept of consumer behaviour
  • Comprehend the elements of an interpersonal communication process with sales clients
  • Evaluate sales and service strategies and select appropriate strategies to meet client needs
  • Recognise strategies and processes for maintaining and improving client relationships 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems when designing sales and service strategies, ensuring decisions regarding strategies and actions focus on meeting individual client's needs. 

    UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information when developing sales and service strategies, initiated communication processes and assessing client needs, ensuring the constant maintenance and improvement of client relationships. 

    UNIT STANDARD CCFO COMMUNICATING 
    The learner is able to communicate effectively both verbally and in writing when designing sales and service strategies. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to demonstrate an understanding of the relationship between and impact of personal, social, cultural and psychological factors on consumer behaviour, ensuring effective sales client relationships. 

    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:

    Code of Banking Practice

    Terminology:

    Assessment against unit standard:

    Assessment practices against this unit standard should meet the requirements of established assessment principles, such as validity, reliability and fairness. Assessment activities and tools, which are appropriate to the context in which learners are working, should be used. The assessment should ensure that all the specific outcomes, critical cross-field outcomes, and essential embedded knowledge are assessed. Learners are required to demonstrate that they can perform the specific outcomes with understanding and reflexivity and, where applicable, within all the situations and circumstances defined by the range statement(s). 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    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. Compuscan Academy 
    5. Cornerstone Performance Solutions (Pty) Ltd 
    6. Felix Risk Training Consultants 
    7. Firstrand Bank - Benmore 
    8. Nedbank Ltd 
    9. 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.