SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Implement Contact Centre specific sales techniques to generate sales through a Contact Centre 
SAQA US ID UNIT STANDARD TITLE
10323  Implement Contact Centre specific sales techniques to generate sales through a Contact Centre 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  12 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard forms part of the qualification, National Certificate in Contact Centre Operations NQF Level 4. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to learner's job. This unit standard is intended to enhance the provision of intermediate level service within the Contact Centre industry.


The qualifying learner is capable of:

Identifying client types and needs.
Cross-selling products in a Contact Centre.
Closing sales in order to meet targets. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Learners accessing this unit standard or qualification will have demonstrated competency against unit standards in Contact Centres at NQF Level 2 or equivalent.
Learners are expected to have demonstrated competency in language, numeracy, literacy and communication at NQF Level 4 or equivalent. 

UNIT STANDARD RANGE 
  • Sales includes but is not limited to Rand value, Units, sales.
    This standard applies to Contact Centres that are in-bound and/or out-bound within a commercial or emergency context and will include appropriate subject matter in the area in which the learner chooses to operate. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify client types and needs. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Sales opportunities are identified. 

    ASSESSMENT CRITERION 2 
    2. Client needs are accurately identified within an industry specific context. 

    SPECIFIC OUTCOME 2 
    Cross-sell products in a Contact Centre. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Multi sales are generated as per industry specific requirements. 

    ASSESSMENT CRITERION 2 
    2. All product related information is accurately provided. 

    ASSESSMENT CRITERION 3 
    3. Company specific procedures and industry regulations are adhered to. 

    SPECIFIC OUTCOME 3 
    Close sales in order to meet targets. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. The client's needs are met. 

    ASSESSMENT CRITERION 2 
    2. The sale is confirmed and authorised according to company specific procedures and legislative requirements. 

    ASSESSMENT CRITERION 3 
    3. The number of sales closed complies with company specific targets. 
    ASSESSMENT CRITERION RANGE 
    Sales includes but is not limited to Rand value, units, sales.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Learning programmes leading to the acquisition of these credits will be accredited by the relevant Education, Training, Quality Assurance Body (ETQA). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • An in-depth understanding of industry specific products and/or services offered.
  • An in-depth understanding of Contact Centre sales procedures, guidelines and
    Policies.
  • A basic understanding of basic sales techniques in a Contact Centre.
  • A broad overall understanding of negotiation skills and techniques.
  • A general understanding of handling objections by customers. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO WORKING 
  • Work with others as part of a team in order to finalise and close sales. 
    		•

    UNIT STANDARD CCFO COLLECTING 
  • Collect, analyse and critically evaluate client information in order to accurately identify client needs. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively when responding to client needs. 
    		•

    UNIT STANDARD CCFO SCIENCE 
  • Use science and technology effectively to access and generate relevant product and industry specific information systems. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
  • In order to contribute to the full personal development of each learner and the social and economic development of society at large, it must be the intention underlying any programme of learning to make an individual aware of the importance of: being culturally and aesthetically sensitive across a range of social contexts when implementing specific sales techniques. 
    		•

    REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  93996   Further Education and Training Certificate: Contact Centre Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  21791   National Certificate: Contact Centre Operations  Level 4  Level TBA: Pre-2009 was L4  Passed the End Date -
    Status was "Reregistered"     		 2009-05-05  Was SERVICES until Last Date for Achievement 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    NONE 


    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.