What this course is about?

This course is the accredited 5-day practical in-house component to Contact Centre Sales (Telesales) Part 1 and is aligned to the unit standard Implement Contact Centre specific sales techniques to generate sales through a Contact Centre (SAQA ID: 10323).  This unit standard is part of the National Certificate - Further Education and Training Certificate: Contact Centre Operations NQF Level 4. Learners completing this learning programme will achieve 12 credits towards this qualification.

Learners who successfully complete this practical module will be placed on a Media24/On The Dot shortlist for potential jobs within their Telesales environment.

The programme is facilitated in a 5-day contact session from 08h00 – 16h00 daily, and is only available in Cape Town.

The following modules are covered:

• Induction
• Sales information
• Effective Questioning
• CPA Law
• POPI Act
• Sales techniques
• Objection handling
• Product training
• Role plays
• Live calls

The programme will be facilitated by using activities that support learning styles, adult learning principles and learning theories. 

During the programme the learner will be expected to complete tasks/activities either as an individual or group as part of the learning process.

Who should be doing this course?

Individuals doing this course:

• have completed and passed Educate24’s Contact Centre Sales (Telesales) Part 1 course.
• have an official Matric certificate.
• are based in Cape Town.

This course is also a building block for people who want to obtain credits towards the national certificate – Further Education and Training Certificate: Contact Centre Operations NQF Level 4.

Learning outcomes

• Have a better understanding of sales in business
• Learn about all aspects of the telesales industry
• Speak and understand the sales language
• Understand the communication cycle involved in sales
• Identify the difference between good and bad service/Sales
• Effectively manage customer expectations during a sale
• Apply effective, customer-focused sales communication techniques in the workplace
• Identify client types and needs
• Cross-sell products in a Contact Centre
• Close sales in order to meet targets

Assessment

A formal assessment process is followed based on the unit standard to confirm competence in the outcomes and assessment criteria. Registered assessors will assess this unit standard. This formative and summative assessment will assist in managing the progress of the learner.