Qualification specification - Sales and Telesales - L2-L3 · Those completing the Level 2 qualifications as part of an Intermediate Level Apprenticeship could progress onto: • the

Qualification Specification

Sales & Telesales (England)

Intermediate Apprenticeship in Sales & Telesales

Advanced Apprenticeship in Sales &

Telesales

Version 2.0

(September 2016)

Qualification Specification: Sales & Telesales: Intermediate and Advanced Apprenticeships

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This qualification specification covers the following qualifications:

Qualification Title Qualification

Number

Gateway Qualifications Level 2 NVQ Certificate in Sales 601/6750/6

Gateway Qualifications Level 2 Certificate In Principles of Sales 601/6752/X

Gateway Qualifications Level 3 NVQ Diploma in Sales 601/6753/1

Gateway Qualifications Level 3 Certificate in Principles of Sales 601/6754/3


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About this qualification specification

This qualification specification is intended for Tutors, Assessors, Internal Quality Assurers, Centre Quality Managers and other staff within Gateway Qualifications recognised centres and/or prospective centres. It sets out what is required of the learner in order to achieve the qualification. It also contains information specific to managing and delivering the qualification(s) including specific quality assurance requirements. The guide should be read in conjunction with the Gateway Qualifications Centre Handbook and other publications available on the website which contain more detailed guidance on assessment and verification practice. In order to offer this qualification, you must be a Gateway Qualifications recognised centre. If your centre is not yet recognised, please contact our Development Team to discuss becoming Gateway Qualifications Recognised Centre: Telephone: 01206 911211 Email: [email protected] Website: www.gatewayqualifications.org.uk/recognition

http://www.gatewayqualifications.org.uk/recognition


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Contents 1. Qualification Information .................................................................................................. 6

1.1 About the qualifications ................................................................................................. 6

1.2 Objective ...................................................................................................................... 6

1.3 Key Facts ..................................................................................................................... 6

1.4 Funding ........................................................................................................................ 7

1.5 Achievement methodology ............................................................................................ 7

1.6 Geographical Coverage ................................................................................................ 7

1.7 Progression Opportunities ............................................................................................ 7

1.8 Relationship with other frameworks .............................................................................. 8

2 Learner Entry Requirements ............................................................................................. 9

2.1 Age ............................................................................................................................... 9

2.2 Prior Qualifications or Units .......................................................................................... 9

2.3 Prior Skills/Knowledge/Understanding .......................................................................... 9

2.4 Restrictions ................................................................................................................... 9

2.5 Access to qualifications for learners with disabilities or specific needs ........................ 10

2.6 Additional Requirements/Guidance ............................................................................. 10

2.7 Recruiting Learners with Integrity ................................................................................ 10

3 Achieving the Qualification ............................................................................................. 11

3.1 Qualification Structure (Rules of Combination and Unit List) ....................................... 11

For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies ...................... 11

Gateway Qualifications Level 2 NVQ Certificate in Sales ................................................... 11

Gateway Qualifications Level 2 Certificate In Principles of Sales ....................................... 13

Gateway Qualifications Level 3 NVQ Diploma in Sales ...................................................... 14

Gateway Qualifications Level 3 Certificate In Principles of Sales ....................................... 16

3.2 Recognition of Prior Learning (RPL) ........................................................................... 17

3.3 Links to other qualifications ......................................................................................... 17

4 Assessment and Quality Assurance .............................................................................. 18

4.1 Method of Assessment ............................................................................................... 18

4.2 Assessment Materials ................................................................................................. 18

4.3 Qualification-Specific Centre Requirements ................................................................ 18

4.4 Qualification-Specific Tutor/Assessor Requirements ................................................... 18

4.5 Qualification-Specific Quality Assurance Requirements .............................................. 19

4.6 Additional Requirements/Guidance ............................................................................. 19

4.7 Employee Rights and Responsibilities ........................................................................ 20

4.8 Total Guided Learning Hours for Apprenticeships ....................................................... 20

4.9 Personal Learning and Thinking Skills ........................................................................ 21

5 What to do next ................................................................................................................ 23


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6 Gateway Qualifications ................................................................................................... 23

7 Appendices ...................................................................................................................... 24

Appendix 1 – Assessment Strategy for Sales Qualifications............................................... 24


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1. Qualification Information

1.1 About the qualifications

The qualifications have been approved by the Office of Qualifications and Examinations Regulation (Ofqual) that regulates qualifications, examinations and assessments in England. The aim of these qualifications is to support the aims and objectives of the Sales & Telesales (England) Apprenticeship Framework. Intermediate Apprenticeship in Sales & Telesales The Gateway Qualifications Level 2 NVQ Certificate in Sales meets the competence qualification requirements of the Intermediate Apprenticeship in Sales & Telesales. The Gateway Qualifications Level 2 Certificate In Principles of Sales meets the knowledge qualification requirement of the Intermediate Apprenticeship in Sales & Telesales. Advanced Apprenticeship in Sales & Telesales The Gateway Qualifications Level 3 NVQ Diploma in Sales meets the competence qualification requirements of the Advanced Apprenticeship in Sales & Telesales. The Gateway Qualifications Level 3 Certificate In Principles of Sales meets the knowledge qualification requirements of the Advanced Apprenticeship in Sales & Telesales.

1.2 Objective

The objective of the Gateway Qualifications Levels 2 and 3 Diploma in Customer Service is to confirm competence in an occupational role to the standards specified within the Apprenticeship Framework for Customer Service (England).

1.3 Key Facts

Qualification Title in full Credit Value

Min and Max Guided

Learning Hours

Gateway Qualifications Level 2 NVQ Certificate in Sales 22 124-167

Gateway Qualifications Level 2 Certificate In Principles of Sales

18 131-156

Gateway Qualifications Level 3 NVQ Diploma in Sales 37 210-271

Gateway Qualifications Level 3 Certificate in Principles of Sales

16 119-141

1 credit is 10 hours of notional learning time. Learning time is defined as the time taken by learners at the level of the unit, on average, to complete the learning outcomes of the unit to the standard determined by the assessment criteria. Guided Learning Hours is the number of hours of teacher-supervised or directed study time required to teach a qualification or unit of a qualification.

https://rits.ofqual.gov.uk/Qualifications/Qualifications/Details/66740




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Some learners will be able to achieve these units in a shorter time, other learners, particularly those with additional support requirements will take much longer.

1.4 Funding

For information regarding potential sources of funding please visit the following websites; The Education Funding Agency http://www.gov.uk/efa The Skills Funding Agency https://www.gov.uk/sfa or, contact your local funding office.

1.5 Achievement methodology

The qualification will be awarded to learners who successfully achieve an approved combination of units through a Portfolio of Evidence that has been successfully verified and monitored through Gateway Qualifications’ Quality Assurance process. Achievement is therefore determined by successful completion of unit assessment with no further requirement for additional/summative assessment.

1.6 Geographical Coverage

The qualifications have been approved by Ofqual to be offered in England.

1.7 Progression Opportunities

Those completing the Level 2 qualifications as part of an Intermediate Level Apprenticeship could progress onto:

• the Level 3 Advanced Apprenticeship in Sales & Telesales

• other Level 3 Advanced Apprenticeships such as Customer Service or Management

• further education to undertake sales related or other qualifications. Learners completing the Level 3 qualifications as part of an Advanced Level Apprenticeship could progress onto:

• the Level 4 Higher Apprenticeship programme in Business and Professional Administration

• the Level 4 Higher Apprenticeship in Leadership & Management

• the Level 5 Higher Apprenticeship in Leadership & Management

• further or higher education to undertake sales related or other qualifications, including Foundation Degrees

• a range of sales management undergraduate programmes

• a range of sales professional qualifications at level 4 and above.

http://www.gov.uk/efa

https://www.gov.uk/sfa


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1.8 Relationship with other frameworks

The Gateway Qualifications’ qualifications in Sales and Telesales are related to the National Occupational Standards (NOS) developed by The Marketing & Sales Standards Setting Body. They provide a significant amount of knowledge, understanding and skills development that underpins occupational competence in sales and telesales. Relevant units within the qualification have been carefully developed according to the relevant standards in sales and telesales.


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2 Learner Entry Requirements

2.1 Age

The approved age range for these qualifications is: 16+.

2.2 Prior Qualifications or Units

There is no requirement for learners to have achieved prior qualifications or units.

2.3 Prior Skills/Knowledge/Understanding

There is no requirement for learners to have prior skills, knowledge or understanding, but centres must ensure that learners have the potential and opportunity to achieve the qualification(s) successfully.

2.4 Restrictions

There are no formal entry requirements for learners undertaking these qualifications.. To be awarded an NVQ in Sales, learners must demonstrate that they are able to perform the job or an appropriate task competently. Competence may be demonstrated in the private sector, not-for-profit sector or public sector. Learners may be employed as full-time, part-time, paid or voluntary members of staff. The assessment of all units at any level of a Sales NVQ or competence-based qualification, ‘... may be based on either candidate performance at work or through RWE, as necessary’1. As part of the assessment for this qualification, learners must have access to a work or realistic work environment (RWE). Realistic work environments Where the learner is subjected to a work environment and is producing performance evidence subject to all of the following conditions:

• time pressures • work problems • interruptions • accountabilities • office environment • tools to do the job.

e.g. a candidate in a model or virtual office.


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2.5 Access to qualifications for learners with disabilities or specific needs

It is Gateway Qualifications’ aim that there shall be equal opportunities within this organisation and in all the services it provides and within its recognised centres and via the services they provide and so meet the organisation’s legal responsibilities to prevent discrimination. In particular it is the organisation’s intention that there should be no discrimination on the grounds of a protected characteristic including age, disability, gender assignment, marriage and civil partnership, pregnancy and maternity, race, religion and belief, sex, sexual orientation. It is acknowledged that this is not an exhaustive list. Gateway Qualifications and recognised centres have a responsibility to ensure that the process of assessment is robust and fair and allows the learner to show what they know and can do without compromising the assessment criteria. Details on how to make adjustments for learners is set out in the Reasonable Adjustment and Special Considerations Policy.

2.6 Additional Requirements/Guidance

There are no additional rules or guidance regarding learner entry requirements.

2.7 Recruiting Learners with Integrity

It is vital that centres recruit with integrity with regard to qualifications. Centres must ensure that learners have the correct information and advice on their selected qualification(s) and that the qualification(s) will meet their needs. The recruitment process must include the centre assessing each potential learner and making justifiable and professional judgements about the learner’s potential to successfully complete the assessment and achieve the qualification. Such an assessment must identify, where appropriate, the support that will be made available to the learner to facilitate access to the qualification(s).


Level 2 NVQ Certificate in Sales Page 11 of 29

3 Achieving the Qualification 3.1 Qualification Structure (Rules of Combination and Unit List)

The knowledge, skills and understanding that will be assessed as part of the qualification are set out within the unit specifications. These include the learning outcomes and associated assessment criteria. The units can be accessed by logging into the Gateway Qualifications Prism system. Please refer to the Appendix for details of barred units.

For information on Recognition of Prior Learning/Exempt and Equivalent units please see section 3.2 Recognition of Prior Learning (RPL)/Exemptions/Equivalencies

Gateway Qualifications Level 2 NVQ Certificate in Sales Learners must achieve a total of 22 credits including 9 credits from the Mandatory Group M, a minimum of 4 credits and a maximum of 8 credits from Optional Group OA and a minimum of 5 credits from Optional Group OB. Mandatory Group The learner must achieve 9 credits from this group. Unit Reference Number

Title Level Credit Value

GLH

F/502/8559 Time planning in sales Level 2 2 13

A/502/8561 Complying with legal, regulatory and ethical requirements in a sales or marketing role

Level 2 2 13

J/601/1210 Deliver reliable customer service Level 2 5 33

Optional Group OA Learners must achieve a minimum of 4 credits and a maximum of 8 credits from this group. Unit Reference Number


GLH

L/502/8564 Selling face to face Level 2 4 25

J/502/8577 Selling by telephone - inbound Level 2 4 27

J/502/8580 Selling by telephone - outbound Level 2 4 27


Level 2 NVQ Certificate in Sales Page 12 of 29

Optional Group OB Learner must achieve a minimum of 5 credits from this group. Unit Reference Number


GLH

D/502/8584 Inputting and accessing sales or marketing data in information systems

Level 2 2 15

M/502/8587 Processing sales orders Level 2 2 17

J/502/8594 Selling at exhibitions Level 2 5 28

T/502/8588 Preparing and delivering a sales demonstration Level 2 3 20

L/502/8595 Monitoring sales deliveries Level 2 2 10

Y/502/8597 Supporting customers in obtaining finance for purchases Level 2 3 22 H/502/8599 Generating and qualifying sales leads Level 2 2 15

R/502/8601 Meeting customers’ after sales needs Level 2 3 14

R/502/8615 Obtaining and analysing sales-related information Level 3 4 24

H/502/8618 Obtaining and Analysing Competitor Information Level 3 3 18

K/502/8622 Buyer behaviour in sales situations Level 3 3 27

T/502/8624 Communicating using digital marketing sales channels Level 3 4 26

F/600/9469 Manage personal development Level 2 4 20

H/600/9688 Participate in meetings Level 2 2 10

H/600/9724 Communicate information and knowledge Level 2 3 10


Level 2 Certificate In Principles of Sales Page 13 of 29

Gateway Qualifications Level 2 Certificate In Principles of Sales Learners must achieve a total of 18 credits including 14 credits from the Mandatory Group M and a minimum of 4 credits from the Optional Group O. Mandatory Group Learners must achieve 14 credits from this group.

Optional Group Learners must achieve a minimum of 4 credits from this group.

Unit Reference Number


GLH

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

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

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

Level 2 2 15

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

Level 2 4 32



GLH

L/502/8208 Understanding sales targets Level 2 2 13

R/502/8209 Understanding business awareness in sales Level 2 2 11

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

A/502/8219 Principles of selling at trade fairs and exhibitions Level 2 2 18

J/502/8224 Customer service in sales Level 2 3 25

F/502/8223 Understanding the relationship between sales and marketing

Level 3 3 21

Y/502/8227 Principles of online selling Level 3 3 24

H/502/8232 Understanding customers’ creditworthiness for sales purposes

Level 3 2 16

M/502/8234 Competitor analysis in the sales environment Level 3 2 20


Level 3 NVQ Diploma in Sales Page 14 of 29

Gateway Qualifications Level 3 NVQ Diploma in Sales Learners must achieve a total of 37 credits including 6 credits from the Mandatory Group M and a further 31 credits from Optional Groups OA and OB, of which a maximum of 13 credits can be completed from Group C. A minimum of 22 credits must be achieved at level 3. Mandatory Group Learners must achieve 6 credits from this group.

Optional Group OA Learners must achieve a minimum of 18 credits from this group.



GLH

F/502/8612 Negotiating, handling objections and closing sales Level 3 4 22

A/502/8561 Complying with legal, regulatory and ethical requirements in a sales or marketing role

Level 2 2 13



GLH

J/502/8594 Selling at exhibitions Level 2 5 28

R/502/8601 Meeting customers’ after sales needs Level 2 3 14

F/502/8559 Time planning in sales Level 2 2 13

R/502/8615 Obtaining and analysing sales-related information Level 3 4 24 H/502/8618 Obtaining and Analysing Competitor Information Level 3 3 18

K/502/8622 Buyer behaviour in sales situations Level 3 3 27

L/502/8628 Pricing for sales promotions Level 3 5 34

L/502/8631 Preparing and delivering a sales presentation Level 3 4 28

D/502/8634 Developing and implementing sales call plans Level 3 3 22

K/502/8636 Assisting customers in obtaining finance for purchases Level 3 2 11

T/502/8638 Assessing customers’ credit status Level 3 4 26

T/502/8624 Communicating using digital marketing sales channels Level 3 4 26

A/502/8639 Contributing to the development and launch of new products and or services

Level 3 4 26

D/502/8651 Prioritising information for sales planning Level 4 3 20

M/502/8654 Monitoring and managing sales team performance Level 4 5 32

A/502/8656 Developing sales proposals Level 4 5 30

F/502/8657 Building and retaining sales relationships Level 4 5 34

L/502/8659 Developing and implementing sales support and customer service programmes

Level 4 5 35

H/600/9724 Communicate information and knowledge Level 2 3 10

L/600_9586 Manage own professional development within an organisation

Level 3 4 20


Level 3 NVQ Diploma in Sales Page 15 of 29

Optional Group OB Learners can achieve a maximum of 13 credits from this group.



GLH

R/600/9587 Develop, maintain and review personal networks Level 4 4 25

Y/600/9686 Lead and manage meetings Level 3 4 20

Y/601/1230 Organise the delivery of reliable customer service Level 3 6 40

M/600/9676 Support learning and development within own area of responsibility

Level 4 5 25

T/502/8641 Leading a sales or marketing team Level 3 4 25

F/502/8643 Managing the induction and probation of sales staff Level 3 3 15

L/502/8662 Recruiting sales team members Level 4 4 23


Level 3 Certificate In Principles of Sales Page 16 of 29

Gateway Qualifications Level 3 Certificate In Principles of Sales Learners must achieve 16 credits including 12 credits from the Mandatory Group M and achieve a minimum of 4 credits from the Optional Group O including at least 2 credits at Level 3. Mandatory Group Learners must achieve 12 credits from this group.

Optional Group Learners must achieve a minimum of 4 credits from this group, of which at least 2 credits must be at Level 3.



GLH

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

Level 2 2 15

J/502/8207 Understanding the sales environment Level 3 2 15

J/502/8210 Understanding sales techniques and processes Level 3 4 30

D/601/7644 Principles of personal responsibilities and how to develop and evaluate own performance at work

Level 3 4 32



GLH

L/502/8208 Understanding sales targets Level 2 2 13

R/502/8209 Understanding business awareness in sales Level 2 2 11

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

A/502/8219 Principles of selling at trade fairs and exhibitions Level 2 2 18

J/502/8224 Customer service in sales Level 2 3 25

F/502/8223 Understanding the relationship between sales and marketing

Level 3 3 21

Y/502/8227 Principles of online selling Level 3 3 24

H/502/8232 Understanding customers’ creditworthiness for sales purposes

Level 3 2 16

M/502/8234 Competitor analysis in the sales environment Level 3 2 20


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3.2 Recognition of Prior Learning (RPL)

Recognition of prior learning is a process that considers if a learner can meet the specified assessment requirements through knowledge, understanding or skills that they already possess and that can contribute towards the attainment of a qualification for which they are undertaking. Where Recognition of Prior Learning is permitted then the evidence must be mapped against the criteria for which it is being claimed for and be valid, authentic, sufficient, reliable, valid and current. The process for claiming RPL is set out in the Gateway Qualifications’ policy on Recognition of Prior Learning. As well as requirements covering those units which are mandatory, the following further requirements are made upon the choice of units available to candidates attaining different level NVQs/SVQs:

• Those candidates who have attained a level 2 Sales/Key Customer Management/Telesales NVQ/SVQ, and who go on to progress a level 3 Sales NVQ/SVQ, will only be permitted to include up to two of those units (mandatory and/or optional) attained at level 2 amongst those selected for level 3,

• Those candidates who have attained a level 3 Sales/Key Customer Management/Telesales NVQ/SVQ, and who then go on to progress a level 4 NVQ/SVQ, will only be permitted to include up to two of those units (mandatory/optional) attained at level 3 amongst those selected for level 4.

3.3 Links to other qualifications

If learners wish to undertake the intermediate or advanced apprenticeship in Sales &Telesales, they must complete and achieve the relevant knowledge and competence qualifications at either Level 2 or Level 3.


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4 Assessment and Quality Assurance

The following are in addition to the standard assessment and quality assurance requirements set out in the Gateway Qualifications Centre Handbook.

4.1 Method of Assessment

The method of assessment for the qualifications is through a portfolio of evidence. Competence based units must be completed in either the workplace or a realistic working environment (see Section 2.4) 4.2 Assessment Materials

There are no specific assessment materials provided for this qualification.

4.3 Qualification-Specific Centre Requirements

Centres must ensure that they have the appropriate resources in place when delivering performance units from vocational areas. This includes ensuring that there is sufficiently qualified staff to deliver, assess and quality assure the qualifications.

4.4 Qualification-Specific Tutor/Assessor Requirements

Tutor/Assessors must be fully qualified and experienced in the subject area in which they are delivering, details of which must be provided to Gateway Qualifications as part of the Qualification Approval application. Staff delivering Sales units within these qualifications must be able to demonstrate that they meet the following occupational expertise requirements. They should:

• be occupationally competent to make Sales assessment judgements about the level and scope of individual candidate performance at work or in Realistic Working Environments; and, occupationally competent to make assessment judgements about the quality of assessment and the assessment process

• be occupationally knowledgeable in the area(s) for which they are delivering training. This knowledge must be at least to the same level as the training being delivered

• have credible experience of providing training. Delivery staff or assessors of competence based units/qualifications must:

• hold or be working towards, the relevant D/A/V/T for their role in delivering, assessing and verifying these qualifications or

• seek guidance and approval from Gateway Qualifications to demonstrate that the organisation has appropriate processes in place to facilitate assessment, moderation or verification functions


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• the trainer, supervisor or manager is able to map their assessment, moderation or verification skills and knowledge 100 per cent to the NOS upon which the qualifications above are based.

Further information can be found in Appendix 1 in the Assessment Strategy. Continuing professional development (CPD)

• Centres must support their staff to ensure that they have current knowledge of the occupational area, that delivery, mentoring, training, assessment and verification is in line with best practice, and that it takes account of any national or legislative developments.

4.5 Qualification-Specific Quality Assurance Requirements

IQAs for the NVQ in Sales must:

• Have relevant expertise and experience in Sales relevant to the level of NVQ that they are seeking to internally quality assure, and to the NVQ being progressed,

• Possess the required qualifications and requirements for IQAs as specified at the time and agreed in national codes of practice,

• Keep up to date with developments in relevant Sales practice,

• Have a thorough understanding of the national occupational standards making up the NVQ which they are seeking to internally quality assure, and be able to provide advice upon the interpretation of the standards.

Again, as a guide, it is considered preferable that internal quality assurers will have worked in the Sales occupational area and at an appropriate level for at least two years, with such experience gained within the last four/five years.

4.6 Additional Requirements/Guidance

There are no additional requirements that learners must satisfy in order for assessment to be undertaken and the unit/qualification to be awarded. To achieve the full intermediate apprenticeship framework, learners must achieve Level 1 Functional Skills English and Mathematics or have already achieved the relevant transferable skills as identified in the Intermediate Apprenticeship framework for Sales and Telesales. It should be noted that learners should be stretched on intermediate apprenticeships and, where possible, should be encouraged to work towards Level 2 Functional Skills. To achieve the full advanced apprenticeship framework, learners must achieve Level 2 Functional Skills English and Mathematics or have already achieved the relevant transferable skills as identified in the Advanced Apprenticeship framework for Sales and Telesales.


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4.7 Employee Rights and Responsibilities

Employee rights and responsibilities are embedded within the knowledge and competence qualifications which automatically cover the key Employee Rights and Responsibilities. Learners may choose to complete the Instructus Skills ERR workbook, available from the Instructus Skills E-learning portal (elearning.instructus.org), although this is not a mandatory requirement within this pathway. The workbook has been designed to enable apprentices to work their way through a series of questions and activities which will bring ERR to life, making the learning more meaningful and long lasting and enhancing the employability skills of the apprentice. Evidence of achievement of ERR There is no longer a requirement to evidence ERR completion when applying for apprenticeship certificates. If the ERR component has been achieved, please mark the relevant tick box on ACE. However, we recommend that an internal record of ERR achievement is retained.

4.8 Total Guided Learning Hours for Apprenticeships

Level 2 Apprenticeship in Sales and Telesales: The minimum Guided Learning Hours (GLH) for the Sales & Telesales Intermediate Apprenticeship is 433 hours. It is expected that the apprenticeship will last a minimum of 12 months, but a flexible approach to learning is encouraged for learners who have prior learning or experience. To comply with SFA requirements, learners aged 16-18 must spend a minimum of 12 months on this apprenticeship programme. Learners aged 19+ must also spend a minimum of 12 months on this apprenticeship programme, unless they have documented evidence of accredited or recognised prior learning. Where documented evidence of accredited or recognised prior learning is provided, learners aged 19+ must still spend a minimum of six months on this apprenticeship. Level 3 Advanced Apprenticeship in Sales and Telesales: The minimum Guided Learning Hours (GLH) for the Sales & Telesales Advanced Apprenticeship is 507 hours. It is expected that the apprenticeship will last a minimum of 18 months, but a flexible approach to learning is encouraged for learners who have prior learning or experience. To comply with SFA requirements, learners aged 16-18 must spend a minimum of 12 months on this apprenticeship programme. Learners aged 19+ must also spend a minimum of 12 months on this apprenticeship programme, unless they have documented evidence of accredited or recognised prior learning. Where documented evidence of accredited or recognised prior learning is provided, learners aged 19+ must still spend a minimum of six months on this apprenticeship.

http://elearning.instructus.org/


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4.9 Personal Learning and Thinking Skills

All six Personal Learning and Thinking Skills (PLTS) must be achieved and evidenced by the apprentice as part of the framework requirements. The PLTS have been mapped to the mandatory units of the competence and knowledge qualifications to demonstrate where these skills are likely to naturally occur. The mapping can be downloaded from the Skills CFA website: www.skillscfa.org Where the mapping shows PLTS are not fully covered by the mandatory units of the competence and knowledge qualifications, the PLTS must be integrated into the Apprenticeshipprogramme either within the competence and knowledge qualifications themselves, or within other areas of the programme, such as the ERR workbook, Functional Skills, or through the general activities performed by the apprentice in the course of their job role or Apprenticeship. A Guide for Practitioners has been developed by Skills CFA to provide additional information onhow to integrate the achievement of all 6 PLTS, which is available from the Skills CFA website. Creative Thinking The learning outcomes of the Creative Thinking PLTS are:

• generate ideas and explore possibilities;

• ask questions to extend their thinking;

• connect their own and others’ ideas and experiences in inventive ways;

• question their own and others’ assumptions’

• try out alternatives or new solutions and follow ideas through;

• adapt ideas as circumstances change. Independent Enquiry The learning outcomes of the Independent Enquiry PLTS are:

• identify questions to answer and problems to solve

• plan and carry out research, appreciating the consequences of decisions

• explore issues, events or problems from different perspectives

• analyse and evaluate information, judging its relevance and value

• consider the influence of circumstances, beliefs and feelings on decisions and events

• support conclusions, using reasoned arguments and evidence. Reflective Learning The learning outcomes of the Reflective Learning PLTS are:

• assess themselves and others, identify opportunities and achievements

• set goals with success criteria for their development and work

• review progress, acting on the outcomes

• invite feedback and deal positively with praise, setbacks and criticism

• evaluate experiences and learning to inform future progress

• communicate their learning in relevant ways for different audiences. Team Working The learning outcomes of the Team Working PLTS are:

http://www.skillscfa.org/


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• collaborate with others to work towards common goals

• reach agreements, managing discussions to achieve results

• adapt behaviour to suit different roles and situations, including leadership roles

• show fairness and consideration to others

• take responsibility, showing confidence in themselves and their contribution

• provide constructive support and feedback to others. Self Management The learning outcomes of the Self Management PTLS are:

• seek out challenges or new responsibilities and show flexibility when priorities change

• work towards goals, showing initiative, commitment and perseverance

• organise time and resources, prioritising actions

• anticipate, take and manage risks

• deal with competing pressures, including personal and work related demands

• respond positively to change, seeking advice and support when needed

• manage their emotions and build and maintain relationships. Effective Participation The learning outcomes of the Effective Partnership PLTS are:

• discuss issues of concern, seeking resolution where needed

• present a persuasive case for action

• propose practical ways forward, breaking these down into manageable steps

• identify improvements that would benefit others as well as themselves

• try to influence others, negotiating and balancing diverse views to reach workable solutions

• act as an advocate for views and beliefs that may differ from their own.


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5 What to do next

For existing centres please contact your named Development Manager or Development Officer. For organisations, not yet registered as Gateway Qualifications centre please contact: Gateway Qualifications Gateway House 3 Tollgate Business Park Colchester CO3 8AB Tel: 01206 911211 Email: [email protected]

6 Gateway Qualifications

Gateway Qualifications, a not for profit registered charity, is an Awarding Organisation based in Colchester. We work with learning providers and industry experts to design and develop qualifications that benefit the learner and the employer. We support flexible, responsive and quality assured learning opportunities whether it’s in the classroom, at work, in the community or through distance learning. We are recognised by Ofqual, to design, develop and submit qualifications to the Regulated Qualifications Framework (RQF).

mailto:[email protected]


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7 Appendices

Appendix 1 – Assessment Strategy for Sales Qualifications This assessment strategy, and therefore the purpose of this document, sets out the overarching principles for the assessment of NVQs in Sales/Key Customer Management. These principles complement the associated requirements of the regulatory bodies for NVQs. The primary audience for this document is awarding bodies wishing to offer NVQs in Sales/Key Customer Management/Telesales. Centres delivering the NVQs should also be aware of, and meet, the relevant requirements of this strategy. The assessment strategy should also be a requirement for other Standards Setting Bodies and awarding bodies that import the Sales/Key Customer Management/Telesales national occupational standards into NVQs are not designed primarily for sales professionals. MSSSB believes that awarding bodies delivering the Sales/Telesales/ Key Customer Management NVQs are responsible for providing quality assurance processes for the assessment of the standards within these NVQs. The awarding bodies are in the best position to provide detailed assessment guidance requirements regarding evidence of competence. Assessment should be effective without being burdensome, and suitably qualified and experienced assess internal verifiers and external verifiers must be allowed to apply their professional judgment, whilst ensuring that they comply with the assessment guidance requirements regarding evidence in a consistent manner. As above prospective or approved centres offering NVQs in Sales/Key Customer Management/Telesales, need to be aware of the requirements of this document. Indeed, they do need to see, and to work within the overall documentation, procedures and systems proposed by their chosen awarding body for operation of the NVQs in Sales/Key Customer Management/Telesales. This assessment strategy will be available for view and to download from the MSSSB website (www.MSSSB.org). External quality control of assessment Adherence to the national guidelines The national guidelines prepared by the regulatory bodies set out quality assurance principles, and the MSSSB believes that these offer sufficient guidance awarding bodies regarding the quality assurance and control of NVQs in Sales/Key Customer Management/Telesales. Should the MSSSB have concerns regarding the effectiveness of an awarding body, it has the right to raise such concerns with that body, and if necessary, the regulatory authorities. Risk management An integral part of the ongoing process of improving the quality of assessments is the identification and management of risks associated with NVQs assessment. In recent years, the regulatory authorities and awarding bodies have worked together in developing approaches towards identifying and responding to such risks, where the aim is to ensure effective and consistent assessment across individual approved centres. The MSSSB will expect awarding bodies to apply relevant risk management systems in the awarding of NVQs in Sales/Key Customer Management/Telesales, and to deploy resources accordingly to address identified risks.

http://www.msssb.org/


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Assessment in the workplace The MSSSB considers it essential to the validity of the NVQs that performance be assessed in the workplace. All of the units of competence within the Sales/Key Customer Management/Telesales standards are designed to reflect best practice by practitioners in real workplace settings. The standards have been tested to ensure that performance evidence can be collected in a reasonable time and cost. There are no circumstances where performance cannot be assessed by the use of one or more of the established assessment methods, including observation, the scrutiny of documentary evidence and reports, and the use of witness testimony. Assessment of NVQs in Sales/Key Customer Management/Telesales must involve observation by the assessor of the candidate's performance. However it is not anticipated that such observation will be the only form of assessment. As above, there are several further established methods of assessment, and all are acceptable for use when assessing these NVQs. Where a candidate is not in a position to provide evidence across aspects of a particular unit(s) due to their current assignment or position, they will need to agree upon suitable opportunities to generate evidence, such as through work placement or simulation. This must be planned and agreed with the assessment centre and, if necessary, with the employer at the start of the qualification. The evidence provided, together with information gained from discussion with, and questioning by, the assessor, should enable candidates to show that they:

• Have achieved all of the stated outcomes of effective performance,

• Have demonstrated all of the behaviours which underpin effective performance,

• Possess, and are capable of applying, all of the required aspects of knowledge and understanding.

Use of expert witness testimony Observation of the candidate's performance will include some observation by the assessor and it is also anticipated that observation may also be undertake relevant 'subject matter' expert(s). A subject matter expert, or 'expert-witness', must:

• Be occupationally competent in the activity which they witness and would be considered to be a 'good role model' for the candidate,

• Understand the national occupational standards covering the activity about which they are providing witness testimony.

Use of simulation The MSSSB believes that the most reliable evidence is generated through work activities occurring naturally in the workplace. As there are no aspects of the standards which cannot be assessed by using one or more of the established assessment methods, the use of simulation is not permitted.


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Occupational expertise of assessors and verifiers It is important that assessors, internal verifiers (IVs) and external verifiers (EVs) of NVQs/SVQs have appropriate occupational expertise to fulfil their roles. This is required in addition to the achievement of the further requirements specified in national codes of practice and encompassed within the quality assurance procedures of the awarding bodies. The assessment process must be credible, and assessors and verifiers perform an essential role in achieving this. The MSSSB does recognise that the search for experience and ability has to be tempered with the availability of assessors and verifiers. However, awarding bodies must ensure that the assessors and verifiers recruited by assessment centres fulfil all of the relevant requirements. The requirements for the occupational expertise of assessors, IVs and EVs are set out below, and it will be the responsibility of the Awarding Body Forum to monitor their effectiveness and to provide any recommendations for modifications. Occupational expertise of assessors Assessors for the NVQs/SVQs in Sales/Key Customer Management/Telesales must:

• Have relevant expertise and experience in Sales/Key Customer Management/Telesales relevant to the level of the NVQ/SVQ that they are seeking to assess, and to the NVQ/SVQ being progressed by the candidate. To assess NVQs/SVQs at:

o level 5, the assessor must have worked at an appropriate level of seniority,

o level 4, the assessor must have operated at an equivalent level or above, o levels 2 and 3, the assessor must have operated at a

technical/operational level or above in a sales function,

• Possess the required qualifications and requirements for assessors as specified at the time and agreed in national codes of practice,

• Keep up to date with developments in relevant Sales/Key Customer Management/Telesales practice,

• Have a thorough understanding of the national occupational standards making up the NVQs/SVQs which they are seeking to assess.

For example, and as a guide, it is considered preferable that assessors will have worked in the Sales/Key Customer Management/Telesales occupational area and at an appropriate level for a least one year, with such experience gained within the last four/five years. The MSSSB will be pleased to offer further guidance, particularly upon the use of assessors who do not fulfil these guidelines. Occupational expertise of internal quality assurers IQAs for the NVQs/SVQs in Sales/Key Customer Management/Telesales must:

• Have relevant expertise and experience in Sales/Key Customer Management/Telesales relevant to the level of NVQ/SVQ that they are seeking to internally quality assure, and to the NVQ/SVQ being progressed,

• Possess the required qualifications and requirements for IQAs as specified at the time and agreed in national codes of practice,

• Keep up to date with developments in relevant Sales/Key Customer Management/Telesales practice,


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• Have a thorough understanding of the national occupational standards making up the NVQs/SVQs which they are seeking to internally quality assure, and be able to provide advice upon the interpretation of the standards.

Again, as a guide, it is considered preferable that internal quality assurers will have worked in the Sales/Key Customer Management/Telesales occupational area and at an appropriate level for at least two years, with such experience gained within the last four/five years. Again, the MSSSB will be pleased to offer further guidance. Occupational expertise of external quality assurers EQAs for the NVQs/SVQs in Sales/Key Customer/Telesales Management must:

• Have an occupational understanding of working within Sales/Key Customer Management/Telesales at a level, and within the operational area(s), appropriate to the qualifications which they are externally quality assuring,

• Possess the required qualifications and requirements for EQAs as specified at the time and agreed in national codes of practice,

• Have a thorough understanding of the national occupational standards making up the NVQs/SVQs which they are seeking to externally quality assure.

It is highly desirable that EQAs have occupational experience of working within Sales/Key Customer Management/Telesales, and if not, they must at least have experience of working in related occupational areas, for example, management. The MSSSB will be pleased to offer further guidance.


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Appendix 2 – Barred Unit Tables Level 2 NVQ Certificate in Sales

This Unit Is Barred Against These Units

Selling by telephone - inbound (J/502/8577) Selling by telephone – outbound

(J/502/8580)

Level 2 Certificate In Principles of Sales

This Unit Is Barred Against These Units

Principles of presentations and

demonstrations in sales (L/502/8211)

Principles of selling at trade fairs and

exhibitions (A/502/8219)

Gateway Qualifications Gateway House 3 Tollgate Business Park Colchester CO3 8AB 01206 911211 [email protected] www.gatewayqualifications.org.uk

Documents

Qualification specification - Sales and Telesales - L2-L3 · Those completing the Level 2 qualifications as part of an Intermediate Level Apprenticeship could progress onto: • the