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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Minimise defaulting customer accounts 
SAQA US ID UNIT STANDARD TITLE
114898  Minimise defaulting customer accounts 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
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 intended for people who are responsible for responding to identified potential defaulting customers and contacting a customer to promote payment thereby reducing potential bad debt for the organisation.

Persons credited with this unit standard operate in a number of contexts, of which some may be non-routine. They demonstrate the ability to make comparisons and interpret available information. These persons are able to action reports, establish contact with the customer, negotiate payments, update or record customer commitments in respect of the credit account and ensure follow up on the customer's payment commitments (promise to pay). 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner attempting this unit standard has a good knowledge of different types of credit facilities within the organisation.

It is also assumed that the learner has achieved competence against the Wholesale and Retail unit standard "Resolve customer queries/complaints, NQF Level 3" before attempting this standard. 

UNIT STANDARD RANGE 
N/A 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Contact a customer using information on the customer default listing. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Information on the customer default listing is verified according to organisational policies and procedures 
ASSESSMENT CRITERION RANGE 
Listing information includes but is not limited to date of the report, instalments/payments credited to the customer's account, methods of payments, last payment date, amount in arrears.
 

ASSESSMENT CRITERION 2 
All possible avenues for making contact with the customer are explored according to the organisation's procedures 
ASSESSMENT CRITERION RANGE 
Contact methods include but are not limited to telephone, emails, telegrams, registered mail, tracing family members, tracing agents
 

ASSESSMENT CRITERION 3 
Evidence of customer contact and changes to the customer's contact details are verified and recorded following organisational procedures 

SPECIFIC OUTCOME 2 
Obtain payment commitment and minimise future risk. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
The currency of the account status is confirmed with the customer 

ASSESSMENT CRITERION 2 
The reason for default of the account is established in order to update the customer records 

ASSESSMENT CRITERION 3 
The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer 

ASSESSMENT CRITERION 4 
The original terms and conditions of the credit agreement are reinforced with the customer 

ASSESSMENT CRITERION 5 
The customer is educated on the impact of continued default status on his/her credit worthiness 

SPECIFIC OUTCOME 3 
Finalise administrative duties related to debtor follow up. 

ASSESSMENT CRITERIA
 

ASSESSMENT CRITERION 1 
Customer contact is recorded promptly and accurately as required by the organisation 

ASSESSMENT CRITERION 2 
Customer's payment agreement is recorded according to organisational procedures 

ASSESSMENT CRITERION 3 
The necessary information is forwarded to the relevant parties as required by the organisation 

ASSESSMENT CRITERION 4 
Administration functions are completed as required by the organisation 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
Programmes leading to the award of credits from this unit standard will be accredited by the relevant SETA in its ETQA role. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

Internal Moderations will be performed by the Accredited Providers whilst the specific ETQA will perform external moderations of assessments across the Accredited Providers according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures. 

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
Learning programme covering this unit standard must address the following knowledge areas:
  • Interpreting the customer default listing.
  • Organisational procedures on recording changes to customer contact details.
  • Organisational procedures for recording customer contact and agreed payment details. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Solving problems
    Evident in specific outcome
  • Contact a customer using information on the customer default listing

    and assessment criteria
  • All possible avenues for making contact with the customer are explored according to the organisation's procedures
    Range: Contact methods include but are not limited to telephone, emails, telegrams, registered mail, tracing family members, tracing agents 

  • UNIT STANDARD CCFO WORKING 
    Working effectively with others as a member of a team
    Evident in specific outcome
  • Finalise administrative duties related to debtor follow up

    and assessment criteria
  • The necessary information is forwarded to the relevant parties as required by the organisation 

  • UNIT STANDARD CCFO ORGANISING 
    Organise oneself and ones activities
    Evident in specific outcome
  • Finalise administrative duties related to debtor follow up

    and assessment criteria
  • Customer contact is recorded promptly and accurately as required by the organisation
  • Customer's payment agreement is recorded according to organisational procedures
  • The necessary information is forwarded to the relevant parties as required by the organisation
  • Administration functions are completed as required by the organisation 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information
    Evident in specific outcome
  • Contact a customer using information on the customer default listing

    and assessment criteria
  • Information on the customer default listing is verified according to organisational policies and procedures
    Range: Listing information includes but is not limited to date of the report, instalments/payments credited to the customer's account, methods of payments, last payment date, amount in arrears. 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively
    Evident in specific outcome
  • Obtain payment commitment and minimise future risk

    and assessment criteria
  • The currency of the account status is confirmed with the customer
  • The reason for default of the account is established in order to update the customer records
  • The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer
  • The original terms and conditions of the credit agreement are reinforced with the customer
  • The customer is educated on the impact of continued default status on his/her credit worthiness 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related system
    Evident in specific outcome
  • Obtain payment commitment and minimise future risk

    and assessment criteria
  • The currency of the account status is confirmed with the customer
  • The reason for default of the account is established in order to update the customer records
  • The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer
  • The original terms and conditions of the credit agreement are reinforced with the customer
  • The customer is educated on the impact of continued default status on his/her credit worthiness 

  • UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally and aesthetically sensitive
    Evident in specific outcome
  • Obtain payment commitment and minimise future risk

    and assessment criteria
  • The currency of the account status is confirmed with the customer
  • The reason for default of the account is established in order to update the customer records
  • The organisation's payment requirement is proposed, and a payment commitment that is acceptable to both parties is agreed to with the customer
  • The original terms and conditions of the credit agreement are reinforced with the customer
  • The customer is educated on the impact of continued default status on his/her credit worthiness 

  • 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 
    Customer default listing refers to any report or list that contains information on customer's payment arrears. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  49280   National Certificate: Wholesale and Retail Distribution  Level 2  NQF Level 02  Reregistered  2023-06-30  W&RSETA 
    Elective  58206   National Certificate: Wholesale and Retail Operations  Level 2  NQF Level 02  Reregistered  2023-06-30  W&RSETA 
    Elective  63409   National Certificate: Wholesale and Retail Operations  Level 3  NQF Level 03  Reregistered  2023-06-30  W&RSETA 
    Elective  48764   National Certificate: Wholesale and Retail Sales Practice  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2008-10-22  Was W&RSETA until Last Date for Achievement 


    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. Edutel Wholesale & Retail Academy 
    2. Homechoice 
    3. Nela Kahle 80 cc 
    4. SSD Consultants 
    5. The Ed Agency Pty Ltd 
    6. Truworths 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.