level 2 certificate in telesales (6849) · skills for a brighter future ... accurate spelling and...

Level 2 Certificate in Telesales (6849) 6849-121 www.cityandguilds.com

July 2010 Version 1.0 Sample Assignment

contains instructions for assessors QAN 501/0696/X

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Level 2 Certificate in Telesales (6849) www.cityandguilds.com

July 2010 Version 1.0 6849-121

Sample Assignment contains instructions for assessors

QAN 501/0696/X

6849-02 Certificate in Telesales Unit 121 Sample Assignment

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City & Guilds Skills for a brighter future

www.cityandguilds.com


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Level 2 Certificate in Telesales Sample Assignment Assessor assignment guide

Assignment 6849-121

Version Sample


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Level 2 Certificate in Telesales Sample Assignment Assessor assignment guide

Notes for guidance This assignment comprises the assessment for Unit 121 The selling process in a competitive market. The importance of safe working practices, the demands of the appropriate national and local Health and Safety legislation, associated regulations and Codes of Practice associated with the particular industry, must always be stressed. Candidates have responsibilities for maintaining the safety of others as well as their own. Anyone behaving in an unsafe fashion must be stopped and suitable warnings given. A candidate should never be allowed to continue working on an assignment if they have contravened these requirements. This may seem rather strict but, apart from the potentially unpleasant consequences, each candidate must acquire the habits required for the workplace. The following notes for guidance are provided to assist assessors in planning the delivery of this assignment to candidates.

1 Location of assignment

Any suitable location in the organisation or learning environment. 2 Equipment required for this assignment 2.1 It is recommended that candidates have access to word processing software and a printer,

however this is not compulsory. 2.2 Candidate’s work may be either handwritten or produced electronically. 3 Notes on the content of this assignment 3.1 This assignment can be taken as part of real work activity, in a realistic working environment or

as part of any suitable learning activity such as a training workshop. Submitted assignments must be the work of the individual candidate.

3.2 Candidates will need to carry out research for Tasks A and B prior to taking the assignment, the results of which can be included in evidence.

3.3 For the tasks where the candidate is not work-based, the Assessor should select a suitable organisation that will enable the candidate to fulfil the task requirements.

4 Evidence and recording 4.1 All work produced by the candidate should be kept together. The candidate is required to put

their name and enrolment number on all pieces of work. 4.2 Candidates will need to be able to organise their information clearly and coherently with

accurate spelling and grammar.


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5 Time considerations 5.1 There is a recommended time allowance of 3 hours for the completion of the assignment, which

should take place under supervised conditions. Therefore all research activities for Tasks A and B should be carried out prior to the session and excluded from the time allowance.

5.2 If a candidate fails a task they should take an alternative assignment. A recommended minimum period of 7 days should have elapsed before an unsuccessful candidate can take an alternative assignment. Further training/feedback should be given to candidates before an assignment is retaken.

6 Additional information 6.1 Answers given in the marking and grading criteria are indicative of the type of answers

candidates should give. They are not definitive.


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Level 2 Certificate in Telesales Sample Assignment Assignment overview

Tasks There are four tasks to this assignment. Assignment coverage

Task Evidence Learning outcomes covered

A Carried out research and using the research complete an induction pack of approx 300 words.

1.11, 2.1, 2.2, 2.3, 2.4, 2.5, 4.6, 4.7, 4.9, 4.10

B Carried out research and produce six slides for a presentation

1.4, 1.5, 1.6, 1.7, 1.8, 1.10, 3.1, 4.1

C Analysed and discussed your personal time management

3.2, 3.4, 3.5, 3.6, 3.7

D Completed 12 short answer questions.

1.2, 4.2, 1.3, 1.9, 2.6, 3.8, 1.8, 4.8, 4.3, 1.12, 3.6, 3.5


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Level 2 Certificate in Telesales Sample Assignment Candidate instructions

Assignment 6849-121

Version Sample


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Level 2 Certificate in Telesales Sample Assignment Candidate instructions

The following are general instructions which should be followed alongside any specific instructions for each assignment:

• Read all the assignment text carefully before starting work.

• Check with your Assessor/ Tutor, if necessary, to ensure that you have fully understood the process.

• You must, at all times, observe all relevant Health and Safety precautions.

• Ensure that your name and enrolment number is on all your documentation.

• At the conclusion of this assignment, hand all paperwork to your Assessor.

There is a recommended time allowance of 3 hours for this assignment. Task A requires you to carry out research and using the research produce an induction pack of approx 300 words. Task B requires you to carry out research and produce six slides for a presentation Task C requires you to analyse and discuss your personal time management Task D requires you to complete 12 questions. Policy for appeals The policy on Reviews, appeals and complaints against assessments can be found on the City & Guilds website www.cityandguilds.com


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http://www.cityandguilds.com/

Level 2 Certificate in Telesales Sample Assignment Candidates are advised to read all of the instructions carefully before starting work and to check with the assessor, if necessary, to ensure that they have fully understood what is required. They must, at all times, observe all relevant Health & Safety precautions. Task A

1. You are required to produce an induction pack in two sections for a new employee. Section A

This section should cover the legal, regulatory and ethical requirements within the telesales environment including

• two health and safety requirements

• two company policies and/or procedures

• two regulatory requirements

• why the legal, regulatory and ethical requirements are important within telesales

• two sources where these policies and procedures can be found within the organisation

Section B This section should cover:

i) A script for making and/or taking telesales calls including

• opening and closing of calls

• three questioning techniques

• how to handle rejection/objections. ii) An explanation of the Customer Complaints Procedure.

The pack should be approximately 300 words.


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Task B You have been asked to prepare a presentation for a prospective customer. You are required to produce six slides to include the following:

• the details of the products and/or services offered by your organisation

• the sector your organisation operates in and its target market

• the organisation’s main competitors in this sector and the products and/or services they offer which will compete with your organisation

• what makes your organisation unique and what makes customers buy the organisation’s products/services

• your organisation’s strategy

• your organisation’s approach to selling using the sales cycle These slides may be produced either electronically using appropriate software or using the handwritten template provided.


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Slide (photocopy as required)

Candidate name:

Candidate enrolment no:

Date:


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Task C 1. Analyse over a day how you organised your time and record your findings. Your analysis should

include:

• The tasks carried out over the day

• What the daily priorities were and why they were priorities

• How you organised the day

• Why you organised it the way you did

• An improvement you would make in the way you organise your time and why

Record of analysis


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2. Identify two time management techniques that you could use to improve and monitor time management.

Technique 1 Technique 2

3. Choose one of the techniques identified above and state three improvements that could be

made as a result of using the time management technique. ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________ 4. Describe why it is important to set targets within a telesales environment. ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________

Candidate name:


Date:


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Task D Answer the following questions either using the spaces provided or using a separate sheet, ensuring that your name and enrolment number are clearly shown.

1. Explain the difference between cold and warm sales. _______________________________________________________________________ _______________________________________________________________________ 2. Explain the importance of meeting customer needs in the telesales process. _______________________________________________________________________ _______________________________________________________________________ 3.Give one reason why leads should be prioritised. _______________________________________________________________________ _______________________________________________________________________ 4.Explain what is meant by one and two stage selling in telesales. _______________________________________________________________________ _______________________________________________________________________ 5. Describe one reason why contract law is important in selling. _______________________________________________________________________ _______________________________________________________________________ 6. Explain why it is important to set personal targets which are SMART. _______________________________________________________________________ _______________________________________________________________________ 7. Describe one technique used to personalise a telesales call. _______________________________________________________________________ _______________________________________________________________________

(2 marks)

(1 mark)

(1 mark)

(2 marks)

(1 mark)

(1 mark)

(1 mark)


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8. Identify two buying signals. _______________________________________________________________________ _______________________________________________________________________ 9. Explain what is mean by explicit and implied needs within telesales. _______________________________________________________________________ _______________________________________________________________________ 10. Give one reason why customer feedback and unsuccessful telesales is important

to an organisation and how this may be used to improve telesales. _______________________________________________________________________ _______________________________________________________________________ 11. a) Describe what is meant by delegation. _______________________________________________________________________ _______________________________________________________________________ b) Identify one task you could delegate and why. _______________________________________________________________________ _______________________________________________________________________ 12. Describe what is meant by a) ‘work life balance’ and b) give two reasons why it is important that you have a good ‘work life balance’. _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________

(2 marks)

(2 marks)

(2 marks)

(1 mark)

(1 mark)

(3 marks)

Candidate name:


Date:


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Level 2 Certificate in Sales Sample Assignment Marking and grading criteria

(Not to be shown to candidates until grading is complete)

Assignment 6849-121

Version Sample

I confirm that all the work in this assignment is my own. Candidate name:

Enrolment no:

Signature:

Date:

Pass /Merit/Distinction/Fail

Assessor name:

Signature

Date:

Internal Quality Sampled by:

Signature:

Date:


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Each of the following points should be ticked if satisfactorily met and crossed if not. If a point does not apply it should be crossed through and annotated with reasons why it is not applicable. Answers given in the marking criteria are indicative of the type of answers candidates should give. They are not definitive. Pass – Candidates must meet all criteria shown as and 6 criteria shown as for Task A; all criteria shown as and 11 criteria shown as for Task B; 9 criteria shown as for Task C and 13 criteria shown as for Task D. Overall – this should be calculated by adding all from each of the four tasks together. Candidates must also meet all criteria shown as �

PASS – Candidates must meet all criteria shown as and 39 criteria shown as Merit – Candidates must meet all criteria shown as and 44 criteria shown as Distinction – candidates must meet all criteria shown as and 50 criteria shown as Candidates must meet the pass criteria for the four tasks to pass overall. If they fail a task they should be given an alternative assignment to complete.


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Task A Possible mapping to the NVQ

Outcome reference

Marking criteria Marking

1

201 ind1, 202 pc1, pc2, ind1, cs207 ind2 204 gk7, gk10, gk13

2.1 2.2 2.4 2.5 2.3 4.6 4.7 4.10 4.9/ 1.11

Produce an induction pack in two sections for a new employee. Section A This should cover the legal, regulatory and ethical requirements within the telesales environment including

• two health and safety requirements

• two company policies and or procedures

• two regulatory requirements

• why the legal, regulatory and ethical requirements are important within telesales

• two sources where these policies and procedures can be found within the organisation

Section B i) A script for telesales to include

• opening and closing calls

• 3 questioning techniques

• handling rejection/objection ii) Customer complaints procedure

OO OO OO O

OO

OO OOO OO

O

To pass Task A candidates must meet all criteria shown as and 11 criteria shown as Pass / Fail

Candidate name Candidate enrolment no:

Assessor name Assessor signature Date


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Task B Possible mapping to NVQ

Outcome Reference


A 203 gk1, cs2 204 cs 1, cs2, cs4, cs5 205 ind4 206 cs7

1.6 1.4 1.5 1.7/1.8 3.1 4.1 1.10

Carried out research on the organisation and the main competitors. The research should be detailed and able to be used to construct the slides. Create six slides. Slides have accurately covered:

• the details of the products and/or services offered by the organisation

• the sector the organisation operates in and its target market

• the organisation’s main competitors in this sector and the products and/or services they offer which will compete with the learner’s organisation

• what makes the organisation unique and what makes customers buy the organisation’s products/services

• the organisations strategy

• the organisations approach to selling using the sales cycle

O OO OO OO O O

To Pass Task B candidates must meet all criteria shown as and 6 criteria shown as Pass / Fail




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Task C Possible mapping to the NVQ

Outcome reference


1 2 3

201.2 201.5 201.7 201.11 General 201KU 5 201 KU6

3.4 3.5 3.7 3.6 3.7

The candidate analysed over a day how organised time and recorded findings Candidate’s analysis included:

• The tasks carried out over the day

• What the daily priorities were and why they were priorities

• How they organised the day

• Why they organised it the way they did

• An improvement they would make in the way they organise time and why Identified two time management techniques that could be used to improve and monitor time management eg schedule, action plan, diary Stated three improvements that could be made as a result of using a time management technique from above eg identified priorities; reduced non productive work; stress was reduced.

O OO O O O

OO

OO

OOO 4

3.2

Described why it is important to set targets within a telesales environment Possible answers: It offers clarity of vision and purpose; it drives performance; encourages collective effort and teamwork to achieve common purpose; improves performance by clear milestones and objectives; links all activities and objectives at team and individual level to a common goal; promotes healthy competition to improve performance.

O

To pass Task C candidates must meet all criteria shown as and 9 criteria shown as Pass / Fail




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Task D Possible mapping to the NVQ

Outcome reference


1 1.2 Explain what is meant by cold and warm sales. Answer: Cold sales refer to contacts who have no existing relationship with the organisation. Warm sales refer to either an existing customer or a customer who has made contact previously.

OO

2 4.2 Explain the importance of meeting customer needs in the telesales process. Possible answer: you can only selling what the customer needs by matching the requirements.

O

3 4

204 pc2, pc3

1.9 1.3

Give one reason why leads should be prioritised. Answer: To ensure returns are maximised; to assess the potential value and concentrate on those likely to give return; to assess the probability of closure and concentrate on those likely to lead to a successful closure. Explain what is meant by one and two stage selling in telesales. Answer: One stage selling occurs where the telesales person is to make the sale on their first contact with the customer and two-stage selling occurs when the aim is to make the sale within a two-stage process.

O

OO

5 2.6 Describe one reason why contact law is important in telesales Possible answers: A contract ensures that a sale cannot be cancelled without financial penalty unless a breach of contract can be proven; a contract details whether in selling the customer may be able to cancel the contract and get their money back but unless the goods are faulty this is not an automatic right. An organisation is likely to have a returns policy that will outline this; a contract details the rights of both the organisation and the customer.

O


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6 3.8 Explain why it is important to set personal targets which are SMART. Answer:to motivate self; to have ambition; to improve self esteem; achieve personal goals.

O

7 204 pc11 GK10, 12 207 b 1, 4

4.4 Described one technique used to personalise a telesales call. Possible Answer: personalising the call by building a good rapport and using the prospects data eg name of customer, always being ethical in the approach, being polite at all times

O

8 302gk2 4.8 Identify two buying signals. Possible answer: these are signals given by the customer to show they are interested in buying and could include the customer asking the price, delivery, opinions, extras etc.

OO

9 4.3 Explain what is mean by explicit and implied needs within telesales. Possible answer: an implied need is something that the customer says which suggests they have a further need as it is not stated openly. The implied need may be a difficult, embarassing or contentious issue; the customer is not yet fully aware of their implied need (it may actually be an explicit need which is just developing.

OO

10 1.12 Give one reason why customer feedback and unsuccessful telesales is important to an organisation and how this may be used to improve telesales. Answer: an organisation needs to know about an unhappy customer as they may never use the organisation again and tell others in the process about how unhappy they were with it; one unhappy customer could result in a considerable loss of business the organization needs to find out what makes someone unhappy and make changes to ensure it doesn’t happen again; the organisation with happy customers should find out why they are happy with their organisation and use that information to improve their techniques; the organisation should consistently get feedback from customers to help make changes and improve.

OO

ate in Telesales Unit 121 28

11 a) b)

201 cs9 3.6 Describe what is meant by delegation. Possible answer: Delegation is about having responsibility for certain work and then passing some of it to others to do; delegation does not mean the learner can forget about the work they have passed to others – they still retain some responsibility to make sure the work is carried out; delegation is asking others to help when timescales cannot be met. Identify one task you could delegate and why.

O

O

12 201 gk2 3.5 Describe what is meant by a) ‘work life balance’ and b) give two reasons why it is important that you have a good ’work life balance’. Possible answer: a) Work life balance is ensuring work does not take over life but also that life does not take over work. b) We obviously spend a lot of time at work but it is important to make sure we leave time to enjoy life outside work; spending little time away from work can cause stress and could make us less efficient at work; not taking sufficient time away from work can also cause loss of concentration and possibly cause us to be more irritated by customers.

OOO

To pass Task D candidates must achieve 13 marks out of 20 Total Pass / Fail



6849-02 CertificSample Assignment

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6849-02 Certificate in Telesales Unit 121 0Sample Assignment

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level 2 certificate in telesales (6849) · skills for a brighter future ... accurate spelling and...

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