What this course is about?

This course acts as a practical 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.  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.

*NOTE: As this is a class-based course, and not an online course, the CAPITEC discount of 50% does not apply

The programme will be facilitated in a 5-day contact session from 08h00 – 16h00.

This programme commences at the discretion of Media24: will only commence once a group of six (6) individuals has signed up.

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.

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.