IQ SQI Level 2 Certificate in Principles of Selling (SQI ... · The IQ Level 2 Certificate in Principles of Selling ... personal responsibilities ... All units in this qualification

Quality Management System 601/4825/1 Specification

Page 1 of 28 IQB/0.2/324 | Version 1.0 | 18/03/2015 | Author SQI

IQ SQI Level 2 Certificate in Principles of Selling (SQI) (QCF)

Specification

Regulation Number: 601/4825/1



Contents Page

Sales Qualifications Institute ............................................................................................................................................................... 3

Industry Qualifications ......................................................................................................................................................................... 3

Association of Professional Sales ....................................................................................................................................................... 3

Introduction.......................................................................................................................................................................................... 3

Version number ................................................................................................................................................................................... 3

About this Qualification (Description, Objectives, Aims, Purpose) ...................................................................................................... 4

Sector .................................................................................................................................................................................................. 4

Structure (Credit, Rules of Combination, Guided Learning Hours) ...................................................................................................... 4

Delivery ............................................................................................................................................................................................... 4

Assessment ......................................................................................................................................................................................... 5

Age range and Geographical Coverage .............................................................................................................................................. 5

Learner entry requirements ................................................................................................................................................................. 5

Tutor requirements .............................................................................................................................................................................. 5

Unit 1: Understanding legal, regulatory and ethical requirements in sales or marketing F/502/8206 .................................................. 6

Unit 1 Guidance on Delivery and Assessment .................................................................................................................................... 8

Unit 2: Understanding the sales environment T/502/8204................................................................................................................... 9

Unit 2 Guidance on Delivery and Assessment .................................................................................................................................. 12

Unit 3 Principles of presentations and demonstrations in sales L/502/8211 ..................................................................................... 13


Unit 4 Understanding sales techniques and processes A/502/8205 ................................................................................................. 16


Unit 5: Sales targets K/502/7485 ....................................................................................................................................................... 22


Unit 6: Principles of personal responsibilities and working in a business environment L/601/7638 .................................................. 24


Resources ......................................................................................................................................................................................... 28



Sales Qualifications Institute

The Sales Qualifications Institute (SQI) is a professional sales qualifications body committed to the professionalisation of all members of the sales force, both in the UK and Internationally. It supports all those who work at every level of the sales function and ensures they have access to relevant career progression opportunities through learning, development and recognition. SQI is an Awarding Organisation partner of Industry Qualifications, a nationally regulated awarding organisation, and is dedicated to professional sales development. It also combines its awarding organisation activities with a nationally recognised sales membership body, the Sales Leadership Alliance. In this way it ensures nationally recognised sales profession opportunities through nationally regulated development, national recognition and dedicated support. Further information can be found on the SQI web-site www.thesqi.org Industry Qualifications

IQ is an awarding organisation, approved by the UK’s national regulator of qualifications Ofqual and by the Scottish regulator SQA Accreditation. It works with SQI, an awarding organisation partner, to provide the sales profession with the objective of achieving the highest levels of assessment integrity, customer service and sector engagement. Further information can be found on the IQ web-site www.industryqualifications.org.uk Association of Professional Sales The APS is an internationally recognised sales membership body, run and created by sales professionals for the sales profession. APS activities include professional membership, developing standards and ethics for the profession and ensuring appropriate recognition and rewards for its members. APS has members from all areas of the sales force and being enrolled on an IQ SQI qualification entitles learners to a year’s free student membership of the Association of Professional Sales. Further information can be found on the APS web-site www.associationofprofessionalsales.com Introduction

This IQ SQI specification is intended for trainers, centres and learners. General information regarding centre approval, qualification approval, assessment, registration, certification, quality assurance requirements, reasonable adjustments, special consideration, appeal procedures, etc are available from the SQI or IQ websites. This document should be read in conjunction with the SQI or IQ Centre guide available from the appropriate website. Website: www.thesqi.org Enquiries: [email protected]

Version number

Please ensure that you have the latest and most up to date version of documents. Please check the website for the most up to date version. To check which version you have please see the footer which will give you the version number.

http://www.thesqi.org/

http://www.industryqualifications.com/

http://www.associationofprofessionalsales.com/

http://www.thesqi.org/

mailto:[email protected]



About this Qualification (Description, Objectives, Aims, Purpose)

The IQ Level 2 Certificate in Principles of Selling (SQI) (QCF) has been developed in association with SQI and is a qualification aimed at individuals who intend to develop and gain formal recognition of their knowledge and understanding of working in sales. The qualification is suitable for individuals working, or with access to work, in a variety of sales roles in which selling and sales service is a major component. By achieving the qualification learners will cover the knowledge and understanding essentials of selling at this level. There are only mandatory units at this level and the mandatory units cover the required areas of learning at this level, including but not limited to: legal and ethical requirements, the sales environment, sales techniques and processes, sales targets, presentations and demonstrations, personal responsibilities and working in a business environment. Objectives of the qualification include: preparing learners to progress to a qualification in the same subject area but at a higher level or requiring more specific knowledge, achieving relevant skills and understanding, meeting relevant programmes of learning, preparing learners for employment and supporting a role in the workplace. The qualification is the knowledge based component of the Intermediary Apprenticeship in Sales and Telesales. A statement of purpose is available on the website. Sector 15.4 Marketing and Sales. Structure (Credit, Rules of Combination, Guided Learning Hours) To achieve this qualification, learners must complete a minimum of 18 credits. Learners must achieve all the mandatory units (18 credits) from the Mandatory Group.

Unit Level Credit Guided Learning Hours

Mandatory Group

1 Understanding legal, regulatory and ethical requirements in sales or marketing F/502/8206

2 2 15

2 Understanding the sales environment T/502/8204 2 3 20

3 Principles of presentations and demonstrations in sales L/502/8211 2 2 15

4 Understanding sales techniques and processes A/502/8205 2 5 40

5 Sales targets K/502/7485 2 2 16

6 Principles of personal responsibilities and working in a business environment L/601/7638

2 4 32

Delivery Guided learning hours are 138. It is the responsibility of training centres to decide the appropriate course duration, based on their learners’ ability and level of existing knowledge. It is possible, therefore, that the number of Guided Learning Hours can vary from one training centre to another according to learners' needs. Guided learning hours are all times when a member of provider staff is present to give specific guidance towards the learning aim being studied on the programme. This definition includes lectures, tutorials, and supervised study. It does not include hours where supervision or assistance is of a general nature and is not specific to the study of the learners.



Assessment All units in this qualification are assessed by vocationally related assignment and/or portfolio (internally set and marked and quality assured by IQ SQI). An Achievement Record for this qualification which includes the forms necessary to map and claim knowledge and competence is available to download from the SQI or IQ websites on request. All assessment criteria of the selected units must be met and mapped and the location of the evidence must be indicated in the achievement record. This qualification is not graded, successful learners achieve a pass. Age range and Geographical Coverage This qualification is approved for learners 16 plus in England, Wales and Northern Ireland. Learner entry requirements There are no formal entry requirements. However, learners should be able to work at level 1 or above and be proficient in the use of English Language. Progression Learners who achieve this qualification can progress to further apprenticeship qualifications including the IQ Level 2 NVQ Certificate in Sales (SQI) (QCF) or the IQ Level 3 certificate in the Principles of Selling (SQI) (QCF). They can also progress to the IQ Level 3 Certificate or Diploma in Sales (SQI) (QCF). Tutor requirements

All trainers delivering this qualification must be sector competent and/or experienced and possess relevant knowledge up to at least the level of this qualification. A training qualification or training experience is also be desirable.

Centre Requirements

Centres must be approved by IQ SQI in order to offer this qualification.



Unit 1: Understanding legal, regulatory and ethical requirements in sales or marketing F/502/8206 Guided Learning Hours: Unit Level: Unit Credit:

15 2 2

Unit grid: Learning outcomes/Assessment Criteria/Content

Learning Outcome - The learner will: Assessment Criteria - The learner can: Indicative Contents:

1. Understand an organisation’s procedures for dealing with legal, regulatory and ethical requirements relating to sales or marketing

1.1 Describe an organisation’s procedures for raising legal, regulatory and ethical concerns

Organisation’s procedures: Understand how these appear, where and the responsibility of the individual to learn them and adopt best practices. Use key stakeholders from relevant departments e.g. written policy, staff handbook, manager, HR manager, legal department etc.

1.2 Explain the scope of legal, regulatory and ethical requirements in sales or marketing

Legal scope: Understand these in context of own business as well as the wider sales/business environment e.g. areas covered by laws, industry codes of conduct, industry regulations etc.

1.3 Explain how the legal, regulatory and ethical requirements relate to the business of selling or marketing

Relating to selling: Understand this in the context of own business and the wider sales and marketing community; covering: Unfair Contract Terms Act 1977, Consumer Protection Act 1987, Consumer Credit Act 1974, Fair Trading Act 1973, Trade Descriptions Act 1968, Data Protection Act 1998, Sale of Goods Act 1979, Weights and Measures Act 1985, Bribery Act 2010, Sunday Trading Act 1994, buyers' terms and conditions, trading standards, product labeling and packaging, returns and refunds, warranties and complaints etc.

1.4 Describe internal and external sources of information on legal, regulatory and ethical requirements

Sources of information: These could be across internal stakeholders, industry bodies and any applicable regulatory body e.g. external: Internet, business link, consumer groups and citizen’s advice; internal: code of conduct, staff handbook, helpline, human resources, legal department, company policies and procedures etc.

1.5 Explain how an “ethical approach” affects organisations in the sales or marketing environment

Ethical approach: Ethical benefits including generating sales, attracting investment, customer loyalty, motivation, enhancing trust, boosting revenue, saving money etc.

https://rits.ofqual.gov.uk/Units/AssessmentCriteria/Details/1778812




1.6 Explain the importance of contract law in sales Contract law: Understand the implications of security as well as the softer values around management of expectation, setting service level agreements and KPI’s. Protection and consequences of contracts.

2. Understand the legal, regulatory and ethical limits of the sales or marketing role

2.1 Explain the legal, regulatory and ethical requirements relevant to the role

Legal relevance: Look at the internal business environment as well as the wider specifics of working in a client facing environment e.g. Unfair Contract Terms Act 1977, Consumer Protection Act 1987, Consumer Credit Act 1974, Fair Trading Act 1973, Trade Descriptions Act 1968, Data Protection Act 1998, Sale of Goods Act 1979, Weights and Measures Act 1985, Bribery Act 2010, Sunday Trading Act 1994, buyers' terms and conditions, trading standards, product labeling and packaging, returns and refunds, warranties and complaints etc.

2.2 Describe the potential consequences of not complying with legal, regulatory or ethical requirements

Consequences of not complying: Look at the regulatory and legal implications as well as damages to reputation (individual and company) impact on business gained e.g. customer, fines, imprisonment, reputation, loss of business, going into liquidation, gifts, bribes etc.

2.3 Explain the importance of working within the limits of the role, responsibilities and authority

Working within limits: Understand the consequences of working outside remit, how this effects colleagues and team, confusion caused and impact on customers e.g. consequences of exceeding authority levels for self and company giving incorrect information on products, price, timescales etc.

2.4 Explain the process for reporting legal, regulatory and ethical concerns

Reporting concerns: Understand what this is, how it is reported and to whom e.g. timescales, information required, processes, forms etc.

2.5

Explain the importance of clarity of communication with the customer to ensure common understanding of agreements and expectations

Customer communication: Understand the value of managing expectation, setting SLA’s or KPI’s to help demonstrate value through the account as well as clarity in communication of desired goals (misunderstanding of what is agreed can lead to loss of trust, reputation and business) etc.








Unit 1 Guidance on Delivery and Assessment

Delivery This unit is about the legal, regulatory and ethical requirements in sales/marketing and includes; understanding the procedures that organisations’ have for dealing with the requirements, and understanding the legal, regulatory and ethical limits of the sales/marketing role. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio

Question and answer test (written)

Multiple choice questions

Question and answer verbal (ensure records are kept)

Other Links This unit is based upon the NOS for sales and telesales.



Unit 2: Understanding the sales environment T/502/8204 Guided Learning Hours: Unit Level: Unit Credit:

20 2 3



1. Understand the sales market 1.1 Describe the characteristics of the sales market (e.g. hospitality, retail, business, public sector, not for profit sector)

Characteristics: Look at different vertical markets, how they operate and what sales mean within these segments/verticals etc.

1.2 Explain the features, benefits and unique selling propositions of an organisation’s products and/or services

Features/benefits: Understand the differences between features and benefits, what advantages are, where differentiation lies and what USP’s are, why they are and how they look against competition etc.

1.3 Describe an organisation’s position in the market

Market positioning: Understand the position in regards to internal and external perception of value, client reputation and how and where value is added and perceived by the customer and market etc.

1.4 Describe an organisation’s products and/or services in comparison with competitors’ offerings

Comparison: Look at the way competitors’ products are positioned in comparison, what USP’s they promote and the strengths and weaknesses of own offering against competitors etc.

2. Understand different types of business focus in sales and marketing

2.1 Describe the differences between product focus, production focus, sales focus and customer focus

Focus differences: Understand how and where these are used, why they are used and how these effect strategic decisions e.g. product, production, sales and marketing orientations etc.

2.2 Explain the effect of customer focus in an organisation

Customer focus: How this is seen within the business and how it is translated into the day to day operation etc.

2.3 Describe how to overcome the barriers to achieving customer focus

Overcoming barriers: Understand potential barriers internally and externally, look at what is being done to overcome them and what could be added to do more etc.

3. Know how to manage time in the sales environment

3.1 Explain the importance of effective time management and its impact on business objectives

Time management: Understand urgency and importance, also looking at sales centric time management such as values of accounts, potential








values and use of time against revenue generating activities etc.

3.2 Explain how to differentiate between urgent and routine tasks

Tasks: Look at account base, activities needing to be complete, tasks that add value, add revenue or retain customer contact. Understand which are applicable against job role, targets, strategy and objectives e.g. goal setting and prioritising, the benefits of to do lists/logs and the importance of managing interruptions/disruptions etc.

3.3 Describe the tools and techniques available for effective time management

Tools/techniques: Look at generic company provided tools such as outlook and any internal systems as well as CRM’s and wider sales related technology etc.

4. Understand the use of IT in sales 4.1 Explain the role, uses and importance of IT systems and information in sales

IT systems role: Understand what resources are available, where they add value to the business and how they are used for own role etc.

4.2 Describe how to plan and organise information searches

Information searches: Understand what systems to use, what the goal of the search is and to ensure that objectives are completed etc.

4.3 Describe how to carry out a data audit

Data audit: Understand who is involved, why this is done and the objectives and benefits of completing etc.

4.4 Describe how to identify issues and trends in sales-related data

Issues and trends: Understand historical information and how this can be used for forecasting, question validity and any bias that may exist etc.

4.5 Explain the implications of inaccurate sales data

Data inaccuracies: Understand how this can effect forecasting as well as existing business and how this can affect the relationships and strategy for individual accounts etc.

4.6

Explain sales-related information confidentiality and security requirements

Confidentiality and security: How this sits within companies own processes and regulations as well as the external legal environment etc.

5. Understand how to communicate information in a sales environment

5.1 Describe the characteristics of effective communication in a sales environment

Communication characteristics: Understand verbal and non-verbal communication and how these effect the sales process etc.

5.2 Describe the information needs of the target audience (colleagues and customers)

Information needs: Understand the information needed using techniques such as TAP (target audience profiling) and profiling to match the correct information to the needs of the target audience etc.

5.3 Describe the importance of and reason for checking the audience’s understanding

Audience understanding: How and where this can take place and the value of clarity in moving the sales cycle forward etc.

5.4 Explain the importance and uses of non-verbal Non-verbal communication: How this can assist in communication to clarify










communication to the sale messaging as well as the value in moving the sale forward etc.

5.5 Describe the advantages and disadvantages of different media used to communicate with customers

Advantages and disadvantages: Understand what media to use and why, how it adds value and where it should and should not be used. How this media assists the sale or can hinder it when not used effectively etc.




Delivery This unit is about understanding the sales environment including; the sales market, different types of business focus, managing time in a sales environment, the use of IT in sales and communicating information in sales. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence, consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio







Unit 3 Principles of presentations and demonstrations in sales L/502/8211 Guided Learning Hours: Unit Level: Unit Credit:

15 2 2



1. Understand how to prepare for a sales presentation or demonstration

1.1 Describe how organisational sales strategies, plans and activities are relevant to the presentation/demonstration

Sales strategies: Understand the importance of recognising the strategy, plan and activities of the customer when presenting solutions back to them. How solutions presented that are complimentary to these goals assist in moving forward the sale etc.

1.2 Describe how the presentation/demonstration is intended to help meet sales targets

Presentation: Understand the importance of presentations/demonstrations in assisting the sale and contributing to sales targets etc.

1.3 Describe the features and benefits of the products and/or services to be promoted

Features and benefits: Understand the differences as well as how these need to be positioned against the customers’ objectives. Understand further how the benefits for one customer may be different to another.

1.4 Explain how to set up the venue and equipment to be used for the presentation/demonstration

Set up: Understand the importance of where people sit, the location of visual aids and that of a presenter. What the interaction between individuals in the meeting should look like, how active they should be and how this contributes to the end goal of the presentation/demonstration.

2. Understand how to deliver a sales

presentation or demonstration

2.1 Explain how to identify an audience’s wants, needs and likely interests

Wants and needs: Understand the importance of pre-presentation research and questioning to understand the needs or potential needs of the audience to ensure that individuals have expectations delivered.

2.2 Explain how to deliver a presentation/demonstration in a way that meets an audience’s information needs and captures and retains their attention

Presentation delivery: Look at techniques to maintain engagement, personalisation and involvement. Ensure relevance to all parties, addressing individual’s needs and expectations.

2.3 Explain the importance of anticipating and meeting problems, constraints and objections

Anticipating objections: Understand the importance and benefit of pre-empting problems, constraints and objections, how to bring them out of the meeting, why this is useful and how to deal with them when they are on the table etc.







2.4 Explain why it is important to provide an audience with opportunities to raise questions and objections

Raising questions: Understand the best time to do this, how to set up the meeting to allow time for these questions, what value they add to the business and how they assist with the sale e.g. pre-empting an objection by identifying a particular product/service benefit etc.

2.5 Explain how gaining commitment contributes to the achievement of a sale

Gaining commitment: Understand what commitment is required, when to position commitment as an expectation/objective of the meeting and why this can contribute to moving the sale forward etc.

3. Understand the role of evaluating sales presentations/demonstrations

3.1 Describe how the effectiveness of sales presentations/demonstrations is evaluated

Evaluation: Look at SMART (specific, measurable, achievable, realistic and timed) objectives of the presentation, as well as ensuring that the objectives of presentations are always to contribute to moving the sale forward.

3.2 Explain how evaluative information is used to contribute to enhanced sales performance

Information contribution: Understand the importance of examining positive and negative outcomes of the meeting, encouraging where things were positive and how to deliver more, as well as improving any negative aspects.






Delivery This unit is about presentations and demonstrations in sales and includes; preparing for a sales presentation/demonstration, delivering a sales presentation/demonstration and evaluating presentations/demonstrations. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence, consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio







Unit 4 Understanding sales techniques and processes A/502/8205 Guided Learning Hours: Unit Level: Unit Credit:

40 2 5



1. Understand the sales cycle 1.1 Describe the characteristics of the sales cycle Characteristics: Understand how the sales cycle helps to move sales forward, what it is there for in describing buyer behaviour and the importance of a cycle tailored to the company’s sales process etc.

1.2 Explain how the different stages of the sales cycle affects the approach to the sale

Stages: Understand the objectives and the treatment of customers in different stages of the sales cycle, how to communicate, when and where to communicate and with what messages etc.

1.3 Describe the uses of the sales cycle in structuring and progressing sales contacts

Sales contacts: Understand own organisations process and cycle, how these can assist the sales professional and how these can be used along with internal technology (CRM) to manage opportunities or prospects etc.

2. Understand the buyer decision-making process

2.1 Describe an organisation’s procedures for dealing with buyers

Buyer procedures: Understand Decision Making Units (DMUs) that exist internally in way of process and communication to customers.

2.2 Explain how buyer behaviour affects the achievement of targets

Target achievement: Understand why the behavior of the client can have an effect on targets, why understanding these behaviours assists in achieving and forecasting targets etc.

2.3 Explain the distinction between customer wants and needs

Needs and wants: Understand the differences and why these are important, make reference to Maslow’s hierarchy of needs in assisting with explaining these differences in the context of a sales environment.

2.4 Explain the difference between consumer buyer decision-making and business-to-business decision-making

Consumer and Business buyers: Understand how these take place, the different personal and commercial factors that influence them, how these look in own sales environment, the typical DMU’s for the different sales environment etc.







2.5 Describe the pressures on customers that influence their buying behaviour

Buying influences: Understand commercial and personal pressures, where the pressures come from and how they affect decisions. Look at examples and triggers that prompt action and how these need to be managed against the sales cycle.

3. Understand how to generate and qualify sales leads

3.1 Explain how to segment customers Segmentation: Look at how the organization divides up, verticals or segments, why it does this and what value it adds to the sales organisation e.g. homogenous groups, mass markets, niche markets etc.

3.2 Explain how to target market customers and prospects

Targeting: Look at buying reasons attached to the different segments and the way propositions can be put together to assist in effective sales communication e.g. demographic (age, family size, life cycle, occupation, income) geographic (states, regions, countries) and psychographic (lifestyle, product knowledge, usage, attitudes, benefits sought, loyalty, values, personality, buyer readiness) etc.

3.3 Describe how to source and gather information about the market and the prospect

Sources: Understand where information can be gathered, the bias that may exist depending on source and reliability of information. Understand how this information can add value to the sales process.

3.4 Explain the process for qualifying the sales contact

Qualifying: Look at qualifying criteria and advancement in technology that allow lead scoring. Understand internal processes of qualification and why these are used e.g. do they have a need for your product/service, financial capacity, decision making authority, location, size, compatibility with organization objectives etc.

3.5 Explain the importance of accurate record keeping Records: Look at what technology and processes are used to maintain accurate records, the importance of this and how it adds value to the sales organisation etc.

4. Understand how to sell by inbound telephone call

4.1 Explain the characteristics, advantages and disadvantages of inbound telephone selling

Inbound Characteristics: Understand how inbound calls affect the way in which we sell, how this can be positive and any disadvantages or considerations needed for this type of sales activity.

4.2 Explain the characteristics of reactive selling

Reactive selling: Look at the advantages of this in terms of generated interest against the challenges around qualification, targeting and building pipeline etc.







4.3 Describe the verbal, listening and questioning techniques that are most suited to telephone selling

Techniques: Understand the importance of voice tone, listening and asking good questions to understand the motivations and objectives of the inbound caller. Look at techniques that exist within the business against other ‘known’ techniques etc.

4.4 Describe how to manage customer behaviour during inbound calls

Managing behavior: Understand the importance of listening skills, emphasis and playback as well as confirmation of outcomes and that the customer is happy. Moderate this into next steps that are agreed by the customer.

4.5 Describe how to interpret the customer’s reaction as the sale progresses during inbound calls

Customer interpretation: Listen for buying signals, encouragement, motivations to move the sale forward, this includes tone of voice, rapport etc. Understand ways in which the sales professional can assist in encouraging this.

4.6 Describe how to involve the customer in closing the sale during inbound calls

Closing: Understand the importance of agreed next steps, obtaining commitment, mini-closes or other ways of moving the sale forward in a call.

5. Understand how to sell by outbound telephone call

5.1 Describe the preparations to be made prior to telephone selling

Preparations: Understand the tools needed, any specific equipment or technology. Understand the importance of knowing the proposition, any opening benefit statement or a question bank. Also understand the importance of own environment to ensure it is conducive to selling.

5.2 Explain the characteristics, advantages and disadvantages of outbound telephone selling

Outbound characteristics: Understand the benefits of effective targeting, proactivity and building pipeline, against the difficulties of building interest and the ability to obtain conversations with key personnel.

5.3 Explain the characteristics of proactive selling Proactive selling: Targeting and effective profiling, effective questioning, achieving volume and building multiple relationships and interest – cost effective over marketing generated leads etc.

5.4 Describe how to manage customer behaviour during outbound calls

Managing behavior: Understand the importance of listening skills, building rapport, demonstrating meaningful value based statements etc.

5.5 Describe how to interpret the customer’s reaction as the sale progresses during outbound calls

Customer interpretation: Use paraphrasing and voice tone, confirmation and agreement to work with customer to move sale forward or qualify out etc.

5.6 Describe how to involve the customer in closing the sale during outbound calls

Closing: Understand different closing techniques, appreciate what will work for your product as well as your own personal comfort levels. Look at ways that commitment can be agreed with the customer.






6. Understand the principles of selling face to face

6.1 Explain the characteristics, advantages and disadvantages of face to face selling

Characteristics: Understand the importance of time that has already been committed by the client as a buying signal, but also look at how this may sit from a competitive buying process. Understand the added value in building rapport, committing more time to exploration as a means to be able to understand more of the client and present back viable solutions.

6.2 Explain the importance of preparing for the contact

Preparing: Understand the importance of equipment, prospect information, research etc.

6.3 Describe the stages of selling face to face Stages: Understand the sales cycle and the role of the sales professional to bring the sale forward through the prescribed stages.

6.4 Describe how to manage customer behaviour during face to face sales contacts

Managing behavior: Understand the importance of good questions (not interrogation) as well offering value to the customer through the meeting.

6.5 Describe how to interpret the customer’s reaction as the sale progresses during face to face contacts

Customer interpretation: Look for verbal and non-verbal communication, understand how these signals can give insight into where the customer is in the sales cycle.

6.6 Describe how to involve the customer in closing the sale during face to face contacts

Closing: Look at agreeing next steps and committing to actions in preparation of next steps, look at commitment that the professional needs from the buyer to confirm where commitment is etc.

7. Understand how to close a sale 7.1 Explain how to overcome objections Objections: Look at techniques such as feel, felt, found and how they can assist. Look for real and ‘fake’ objections, understand the importance of addressing them or accepting them etc.

7.2 Explain how to identify verbal and non-verbal buying signals

Buying signals: Look at rapport and communication tone, where the customer is in terms of looking at next steps, demeanor, enthusiasm etc.

7.3 Explain how to overcome barriers to closing the sale

Barriers to sale: Understand where you are in the sales cycle so the ‘close’ is organic, understand where barriers are and confirm they have been accepted before asking for commitment etc.

7.4 Explain how to identify further potential add-on, up-selling or cross-selling opportunities prior to closing the sale

Further selling: Understand the buying reasons to further look at up and cross sell opportunities. Look at the importance of good questioning at exploration phase to see how further opportunities can be introduced.

7.5 Describe different methods of closing sales Closing: Understand the different techniques, their value and where they may put the sale at risk.






8. Understand how to process sales orders 8.1 Describe the process for ordering products and/or services

Ordering products/services: Understand company process such as any IT systems and standards terms of order.

8.2 Describe an organisation’s payment methods Payment methods: Look at different ways of paying, why they are used and why others are not.

8.3 Describe the requirements of customer credit checks

Credit checks: Look at organisational requirements and processes for credit checks.

8.4 Explain the role of the despatch function Despatch: Look at the importance of getting orders and services to clients, understand the importance of this as part of the sales function etc.

8.5 Describe order completion service standards Order completion: Look at the company’s internal policy and process and why these are set.

8.6 Describe the importance of discounts and special offers

Discounts and offers: Understand why these are conducted how they work and the impact on the sales function.

8.7 Describe the importance of keeping the customer informed of developments relating to their order

Keep customer informed: Understand this as part of the SLA (service level agreement), management of customer expectation as well as the impact on the sales function.




Delivery This unit is about understanding sales techniques and processes and includes; the sales cycle, buyer decision making process, generating and qualifying sales leads, selling by inbound and out bound telephone sales call, face to face selling, closing a sale and processing sales orders. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence, consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio







Unit 5: Sales targets K/502/7485 Guided Learning Hours: Unit Level: Unit Credit:

16 2 2



1. Understand sales targets 1.1 Explain the purpose of sales targets in an organisation

Purpose: Reasoning, recognition, individual targets, sales team targets, the sales person and their fit into the process etc.

1.2 Explain how sales targets are set

Setting targets: Set to develop sales forecasts, based on past and present data, collection of relevant information, using forecasts based on value and volume measures, for motivation etc.

1.3 Explain the need for monitoring sales targets

Monitoring targets: Actual performance against forecast sales, purpose of targets, achievement, motivation, variance etc.

1.4 Describe factors that can cause variances to sales targets

Target variance: Market conditions, product and service developments, sales target annotations, internal and external business environment, personal situation etc.

1.5 Identify actions to bring sales back on target when there is a negative variance

Target actions: Propose different actions to increase sales, increase activity levels, verticals, market pricing, commission, revise sales forecasts etc.

1.6 Describe consequences to self and organisation of not meeting own sales targets

Consequences: Non-achievement issues, de-motivational issues, impact of good or bad forecasting, impact to self, line manager, team and organisation etc.






Delivery This unit is about sales targets, understanding what they are, their purpose, their setting and their monitoring, as well as sales variances and actions to bring sales back on target. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence, consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio







Unit 6: Principles of personal responsibilities and working in a business environment L/601/7638 Guided Learning Hours: Unit Level: Unit Credit:

32 2 4



1. Know the employment rights and responsibilities of the employee and employer

1.1 Identify the main points of contracts of employment Employment contract: Look at job description, terms of contract and any additional information kept in staff handbooks, intranet or any other internal system.

1.2 Identify the main points of legislation affecting employers and employees

Legislation: Look at generic legal obligations around racial discrimination, health and safety and equal opportunities e.g. Health and Safety at Work Act 1974, Employment Relations Act 2004, Equality Act 2010 etc.

1.3 Identify where to find information on employment rights and responsibilities both internally and externally

Information: Look at internal documentation such as staff handbooks and intranets as well as external resources, journals, trade bodies or the internet to understand further information needed.

1.4 Describe how representative bodies can support the employee

Representative bodies: Look at where they add value for career progression, updates on legislation, guidance, information, conflict resolution etc.

1.5 Identify employer and employee responsibilities for equality and diversity in a business environment

Equality and diversity: Look at internal and external policy, understand further the obligation on both employee and employer within own relationship and the wider business environment, customers, partners, suppliers etc.

1.6 Explain the benefits of making sure equality and diversity procedures are followed in a business environment

Benefits: Understand the benefits of diverse workforces in terms of skill set, opinions and dealing with complex marketplaces, different buyers etc.

2. Understand the purpose of health, safety and security procedures in a business environment

2.1 Identify employer and employee responsibilities for health,

safety and security procedures in a business environment

Health and Safety: Understand internal and external policy and resources and how this effects the individual and the employer as well as the wider business community, partners, colleagues, suppliers etc.





2.2 Explain the purpose of following health, safety and security procedures in a business environment

Purpose: Understand the importance of healthy workforces, the possible implications of recklessness, creating working environments conducive to high productivity etc.

2.3 Identify ways of maintaining a safe and secure environment in a business environment

Secure environment: Look at training, information supplied, key messages, reporting processes to update teams etc.

3. Understand how to communicate effectively with others

3.1 Describe different methods of communication Methods: Understand face to face, remote and via different media or technologies.

3.2 Explain how to choose the most appropriate method of communicating with others

Choosing methods: Look at where face to face, group or individual communications are of value, where documents over presentations hold more or less value etc.

3.3 Describe ways of actively listening Active listening: Understand the importance of listening, active listening and rapport to demonstrate engagement.

4. Understand how to work with and support colleagues

4.1 Explain the purpose of agreeing standards for own work with others

Purpose: Understand the value of this as part of a development plan and as part of setting SMART objectives to contribute to the strategy of the business.

4.2 Explain the purpose of taking on new challenges and adapting to change

New challenges: Understand how this improves skillset and contributes to the overall strategy of the organisation.

4.3 Explain the purpose of treating others with honesty and consideration

Honesty and consideration: Understand how this improves working relationships which increase productivity and can aid the sales process.

5. Know how to plan own work and be

accountable to others

5.1 Explain the purpose of meeting work standards and deadlines when completing tasks

Work standards: Understand how this can contribute to the overall strategy of the business and how this builds confidence and personal reputation within the business.

5.2 Identify ways of planning own work

Plan work: Look at internal methods of managing tasks, understand theory of how to prioritise and look at technology that can assist in planning work etc.

5.3 Compare ways of keeping other people informed about progress

Informing people: Look at reporting structures and existing processes, updating on individual tasks against timescales as well as overall development of work etc.

6. Understand the purpose of improving 6.1 Explain the purpose of continuously improving own performance in a business environment

Purpose: Understand the value of contributing to the overall business strategy e.g. continuous improvement, maintaining standards, reliability,







own performance in a business

environment and how to do so

improving skills, increasing customer satisfaction etc.

6.2 Describe ways of improving own performance in a business environment

Improve own performance: Look for feedback and appraisals to understand where improvements can be made and how development can be achieved.

6.3 Identify different types of career pathways that are available

Career paths: Look at internal resources or other stakeholders in the business to understand the possible career path that can be built.

7. Understand the types of problems that

may occur in a business environment

and how to deal with them

7.1 Identify the types of problems that may occur in a business environment

Problems: Understand the basic day to day issues around functionality of equipment, missing resource in key departments to wider more serious problems that can happen around staff interaction and wellbeing.

7.2 Explain ways of dealing with problems that may occur in a business environment

Problem handling: Understand internal policies as well as external advice to deal with problems that may occur in the business.

7.3 Explain how and when to refer problems to relevant colleagues

Problem referral: Understand any internal procedures for dealing with certain issues and what reporting structures look like for resolution and escalation.



Unit 6 Guidance on Delivery and Assessment Delivery This unit is about personal responsibilities and working in a business environment including; employment rights and responsibilities, health, safety and security procedures, effective communication, working with and supporting colleagues, planning work and improving own performance. Assessment All learning outcomes in this unit must be assessed using methods appropriate to the assessment of knowledge, understanding and competence, consequently, they can be assessed using a variety of assessment methods including:

Assignment

Portfolio







Resources Training Resources

Centres may use their own, or published learner support materials in delivering the qualification. Whatever support materials centres choose to use, they should ensure that their delivery methodology adequately prepares the learner for assessment. IQ SQI endorses published training resources and learner support materials by submitting the materials to a rigorous and robust quality assurance process, thus ensuring such materials are relevant, valid and appropriately support the qualification. Resources and Useful websites Health and Safety Executive www.hse.gov.uk CfA (Council for Administration) http://www.cfa.uk.com/sectors/business-and-administration.html Business and Administration Sector Equalities and Human Rights Commissions http://www.equalityhumanrights.com

http://www.hse.gov.uk/

http://www.cfa.uk.com/sectors/business-and-administration.html

http://www.equalityhumanrights.com/

Documents

IQ SQI Level 2 Certificate in Principles of Selling (SQI ... · The IQ Level 2 Certificate in Principles of Selling ... personal responsibilities ... All units in this qualification