Telesales_Nvq

Telesales / Sales Level 2 – Claim for Competence The claim below represents the basis for my competence to assess Telesales / Sales Level 2. The claim refers to my time at ADJ Training Ltd as the Managing Director Mandatory Units Unit 201 – Manage and prioritise time for sales activities Within my role at ADJ I took inbound calls from potential customers or existing customers wanting to book Courses or enquiring about available courses. The office was open 9.30am till 3.30pm Monday to Friday. There was only 1 line within the company that customers could call on, My duties were to answer calls on the customer service line and turn the enquiry into a sale. Unit 202 – Demonstrate compliance with legal, regulatory and ethical requirements for sales In my role, when taking a booking for a Customer, I would enable that the customer details where accurate and the customer’s was aware of adj’s payment policy. Payments for the Course where made by invoicing the customer once they had attended the first day of the courses, payment was then due. We would Read back everything to the customer before confirming booking. Unit 204 – Sell Products over the telephone With in my role, I would answer calls from customers who where enquiring about one of our courses, i would furnish the would be clients with dates, cost and course dates with an over view of the course contents I would turn this quotation into a booking, outlining the benefits of using ADJ training to the customer. Once the booking was made I would cross sell to the customer other courses that may be of interest to them and also supporting materials for example first aid manuals and equipment. Optional Units 205- obtain and analyse sales related information All course information along with product information, are stored in related folders within the office at easy reach. These can be obtained and details given to the customer, or read up on before taking calls to be able to sell the benefits. Unit 207 – Manage your own personal and professional development in sales Within my job role meetings were held on monthly basic with my team of trainers and the office manger, I received feedback on all calls that had been taken that month. A development plan and objectives would be agreed and a SMART target was set in place. I would draw up the office mangers PDP. I would monitor the office calls to allow me to set realistic targets Unit 212 – Handle objections and close sales Many customers would not want to book straight away or would say the price is too high I would always advise them that our prices are very competitive, if the customer still does not want to book, I make sure they take my name, thank them for their call and advise them to call back if they want any further information. Unit 213 – Input and access data in your organisations information system In my role, I would be able to obtain current and previous bookings from my organisations system. If a customer has a query in regards to their booking I can bring the booking up by the customer name or by the course. The information held on the system, has to be relevant and has to comply with the Data Protection Act. Unit 301 – Process customer orders and payments A customer who wanted to book a course, I would take the bookings folder, and complete by taking all the customer details, including name, address and contact details. And make the booking using the correct procedures. I would then complete a confirmation letter detailing the relevant course information eg. Dates times venue etc..within this letter is a declarations for the customer to complete and return once the declaration is back in the office an invoice is then produced and sent out to the customer for payment. Unit 417 – Ensure health and safety requirements are met in your area of responsibility Within my role as Managing Director I followed the HSE guidelines when structuring the Health and Safety Policy, i followed this to the latter, ensuring the safety of myself and all people within the company. With us having an office within a government building there are responsible for maintaining the whole building has Regular Fire drills, when this happened I would make my way to the assembly point. I would report any Health and Safety risks to area building manger. When I worked a late shift or came in to work at weekends I would ensure that I didn’t use the lift.