IT Technical Sales Apprenticeship

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1 Learning Outcomes and Assessment Criteria for the Microsoft Partner Advanced IT Technical Sales Apprenticeship The Apprenticeship programme is a twelve month programme and consists of the following: Level 3 Diploma in ICT Professional Competence City and Guilds o Customer Care in ICT o Microsoft Office certifications in: Word PowerPoint Excel Outlook o Investigating & Defining Customer Requirements for ICT Systems o Microsoft Technical Associate certification in: Windows operating System Fundamentals o Software Installation and upgrade o Technical Advice and Guidance Level 3 Certificate in ICT Systems and Principles o Install, Configure and Upgrade ICT Software o Business Concepts o IT Consulting Skills o Creative Problem Solving Functional Skills English at level 2 Functional Skills Maths at level 2 Functional Skills ICT at level 2 Employment Rights and Responsibilities Revision - March 2013 Page 1 of 16

2 Diploma in ICT Professional Competence Work Place Assignment Health and Safety in ICT 1. Comply with relevant Health and Safety procedures a) Identify relevant organisational Health & Safety procedures b) Identify available sources of Health & Safety information c) Demonstrate how relevant Health & Safety procedures have been followed Work Place Assignment Develop own effectiveness and professionalism 1. Develop own personal and professional skills And Can: a) identify own development needs and the activities needed to meet them b) obtain and review feedback from others on performance c) agree personal goals and participate in development activities to meet them 2. Work as a member of a team to achieve defined goals and implement agreed plans a) identify own development needs and the activities needed to meet them b) obtain and review feedback from others on performance c) agree personal goals and participate in development activities to meet them 3. Understand what is meant by professional practice a) Describe the implications, and applicability for IT professionals of: Data Protection Act Computer Misuse Act b) Identify the role of professional bodies for IT, and the benefits of membership to individuals and organisations c) Describe quality management systems and standards for systems development 4. Understand the ethical and legislative environment relating to IT activities a) Identify the types of conflicts of interest which can arise for IT professionals b) Describe the impact on an IT organisation of legislation covering: Processing of financial transactions Health and Safety Privacy, Confidentiality and Security Copyright and Intellectual Property Rights Revision - March 2013 Page 2 of 16

3 Sales Academy Learning Session 1 (5 days) Introduction to the Certificate Course, agree learning contract (to include attendance, behaviour, timekeeping) Explanation of programme structure and content, assessment methods and processes Housekeeping including employment contract, equality and diversity, health and safety at work, data protection legislation, working time directive regulations, copyright, intellectual property and security procedures (Introduction to the Employee Rights and Responsibilities Workbook) Legalese and Safety - Legal, H&S, regulatory and ethical considerations in sales situations Initial Sales Toolkit - Grounding in basic Sales Skills Buying Experiences / Customer Reactions understanding how buyers feel The Sales Process the basics of the process and the importance of following a process. Communication / Words, Tone and NVCs Practice in questioning / listening skills Utilising Yes tagging and linking sales presentations using Feature and Benefit descriptors Sales Closing Techniques Using Trial Closing and Effective Final Closes Communication in Complaint Handling Using Empathy and Active Listening Sales Legislation Understanding the importance of complying with Legal and Regulatory requirements. The importance of Follow-Ups Using After sales follow-ups, to increase business. Barriers to success Understanding how to positively influence these Review of research work for next session (On Business Concepts Sales Academy Learning Session 2 (5 days) Business Concepts and Assignment 1. Be able to explain business structures and key business functions a) identify types of business organisations b) identify the structure and management of organisations c) interpret or produce an organisation chart to show the structure of a business d) identify and explain key business functions and the flow of information between them e) specify the roles and responsibilities within an organisation 2. Be able to explain legislative issues for business a) specify legislation affecting organisations b) specify security measures needed to comply with legislation and maintain integrity of data. Revision - March 2013 Page 3 of 16

4 1. Be able to analyse financial information a) select and analyse financial information to support the business decisions b) analyse management accounting information 2. Be able to evaluate strategic information a) investigate sources of finance b) interpret and analyse a business plan c) acquire internal information to monitor organisational key performance indicators d) use performance measurement techniques e) use methods for investment appraisal. Consulting Skills and Assignment 1. Understand the role that the consultant plays in helping to bring about technology driven organisational change a) identify the process by which change projects are initiated, managed and delivered in an organisation b) identify how key business functions in an organisation determine IT needs c) select ways in which key business functions interact with IT providers to deliver the required services d) identify the types of behaviours influencing, rapport building, facilitating requirements definition e) select and use the most appropriate communication style in a given situation f) select appropriate techniques to meet the differing needs of various user groups 2. Structure a client assignment and specify the key management deliverables involved a) use a consulting cycle to structure a client assignment to deliver an IT system b) produce and agree a statement of work for the assignment business outcomes, products to be delivered c) construct an outline plan of work for the assignment d) negotiate, agree and document quality acceptance criteria for the conduct of the assignment e) identify key stakeholders and actions to engage them 3. Capture, document and present back the functional requirements of business users a) construct a set of outcome focused objectives for a given IT system b) draw a process flow diagram for a business problem c) present a process flow diagram to an audience d) capture key performance metrics that must be achieved by the new business process e) define a set of user acceptance criteria for the products and services to be delivered. Revision - March 2013 Page 4 of 16

5 4. Agree and document the manner in which the success of an assignment will be judged a) construct a set of acceptance criteria for an assignment b) select quality procedures appropriate for the type of work to be conducted c) identify the costs and the benefits associated with a given scenario d) construct a business case for the new IT system e) build a benefits realisation plan for the deployment of a new IT system. Sales Academy Learning Session 3 (5 days) Word Processing Software - Microsoft Office Certification Exam 1. Enter and combine text and other information accurately within word processing documents a) Identify what types of information are needed in documents b) Use appropriate techniques to enter text and other information accurately and efficiently c) Select and use appropriate templates for different purposes d) Identify when and how to combine and merge information from other software or other documents e) Select and use a range of editing tools to amend document content f) Combine or merge information within a document from a range of sources g) Store and retrieve document and template files effectively, in line with local guidelines and conventions where available 2. Create and modify layout and structures for word processing documents a) Identify the document requirements for structure and style b) Identify what templates and styles are available and when to use them c) Create and modify columns, tables and forms to organise information d) Select and apply styles to text 3. Use word processing software tools to format and present documents effectively to meet requirements a) Identify how the document should be formatted to aid meaning b) Select and use appropriate techniques to format characters and paragraphs c) Select and use appropriate page and section layouts to present and print documents d) Describe any quality problems with documents e) Check documents meet needs, using IT tools and making corrections as necessary f) Respond appropriately to quality problems with documents so that outcomes meet needs Revision - March 2013 Page 5 of 16

6 Presentation Software Microsoft Office Certification Exam 1. Be able to input and combine text and other information within presentation slides a) Identify what types of information are required for the presentation b) Enter text and other information using layouts appropriate to type of information c) Insert charts and tables into presentation slides d) Insert images, video or sound to enhance the presentation e) Identify any constraints which may affect the presentation f) Organise and combine information of different forms or from different sources for presentations g) Store and retrieve presentation files effectively, in line with local guidelines and conventions where available 2. Be able to use presentation software tools to structure, edit and format slide sequences a) Identify what slide structure and themes to use b) Select, change and use appropriate templates for slides c) Select and use appropriate techniques to edit slides and presentations to meet needs d) Select and use appropriate techniques to format slides and presentations e) Identify what presentation effects to use to enhance the presentation f) Select and use animation and transition effects appropriately to enhance slide sequences 3. Be able to prepare slideshow for presentation a) Describe how to present slides to meet needs and communicate effectively b) Prepare slideshow for presentation c) Check presentation meets needs, using IT tools and making corrections as necessary d) Identify and respond to any quality problems with presentations to ensure that presentations meet needs Preparing Of And Delivering Sales Presentations Preparing sales product presentations and understanding the importance of Features, Benefits and cost savings/benefits understanding how to prepare for and deliver a sales presentation Objection Handling Overcoming Objections looking at Objection Handling Techniques, the use of language in overcoming objections. Understanding the psychology of objections Telephone Sales Techniques Including the skills of telephone sales Prospecting for business Using prospecting to generate business, and using creative ideas for prospecting. (Outbound Calling Phone techniques and voice training) Revision - March 2013 Page 6 of 16

7 Sales Academy Learning Session 4 (3 days) Creative Problem Solving and Assignment 1. Be able to identify and analyse a problem a) select and use a technique to obtain information on a problem b) provide solution criteria c) create a problem statement d) create an impact statement using time, cost, personnel issues e) select and use analysis techniques to look at causes and potential solutions to problems f) compare the main features and risks of each possible solution g) Use tools like BOSCARD to make clear what is required 2. Be able to plan, monitor and evaluate an implementation/a problem solution a) identify the steps to solve the problem using their preferred solution b) use diagrammatic representations or charts to plan the solution implementation c) present the solution to a line manager or experienced person d) collect data around the problem e) analyse data collected using established methodologies f) monitor and evaluate progress as the implementation progresses g) plan tasks in a chronological and logical order h) justify the solution to the decision maker i) log results in a systematic and consistent manner. 3. Review their approach to problem solving and the proposed problem solution a) check if the problem has been solved by gathering and comparing data to benchmarked data b) assess whether the solution met the original criteria for the problem to be deemed solved c) create a logical and easily understood document / presentation showing the results and the degree of success in solving the problem d) create a summary of lessons learned to apply to the next problem e) create a summary of lessons learned for the solution, concerning the approach used in the problem solving process f) run a review session. Revision - March 2013 Page 7 of 16

8 Spreadsheet Software Microsoft Office Certification Exam 1. Use a spreadsheet to enter, edit and organise numerical and other data a) Identify what numerical and other information is needed in the spreadsheet and how it should be structured b) Enter and edit numerical and other data accurately c) Combine and link data across worksheets d) Store and retrieve spreadsheet files effectively, in line with local guidelines and conventions where available 2. Select and use appropriate formulas and data analysis tools to meet requirements a) Identify which tools and techniques to use to analyse and manipulate data to meet requirements b) Select and use a range of appropriate functions and formulas to meet calculation requirements c) Use a range of tools and techniques to analyse and manipulate data to meet requirements 3. Select and use tools and techniques to present and format spreadsheet information a) Plan how to present and format spreadsheet information effectively to meet needs b) Select and use appropriate tools and techniques to format spreadsheet cells, rows, columns and worksheets c) Select and format an appropriate chart or graph type to display selected information d) Select and use appropriate page layout to present and print spreadsheet information e) Check information meets needs, using spreadsheet tools and making corrections as necessary f) Describe how to find errors in spreadsheet formulas g) Respond appropriately to any problems with spreadsheets Using Microsoft Office Certification Exam 1. Use software tools and techniques to compose and send messages a) Select and use software tools to compose and format messages, including attachments b) Determine the message size and how it can be reduced c) Send messages to individuals and groups Revision - March 2013 Page 8 of 16

9 d) Describe how to stay safe and respect others when using e) Use an address book to organise contact information 2. Manage incoming effectively a) Follow guidelines and procedures for using b) Read and respond to messages appropriately c) Use software tools and techniques to automate responses d) Describe how to archive messages, including attachments e) Organise, store and archive messages effectively f) Respond appropriately to problems Sales Academy Learning Session 5 (2 days) Customer Care in ICT and Assignment 1. Know how to provide customer care by establishing customer relationships a) Describe the uses of interpersonal communication techniques such as verbal (e.g. intonation, tone and feedback (sometimes referred to as verbal attends)) and non-verbal techniques (e.g. smiling while talking on the phone, body language) attentive listening (i.e. difference between hearing and listening) positive and negative language active listening (e.g. summarising, paraphrasing, body language) listening barriers (e.g. background noise, distractions, lack of concentration) types of question (e.g. open, closed and probing) b) Describe the relevant parts of the organisational requirements for customer care including; customer service procedures (e.g. how to log customer information, how to initiate service calls, how to complete a sale) authorisation procedures (e.g. how to confirm caller identity, how to validate requests) escalation, resolution and complaint handling quality assurance procedures compliance with relevant legislation and regulations (e.g. data protection, financial services) maintenance and communication of organisational brand or image organisational aims and objectives c) Describe what the implications of customer satisfaction are customer retention working relationships d) Describe the relevant methods of measuring customer satisfaction levels such as predefined formal feedback unsolicited feedback anecdotal feedback Revision - March 2013 Page 9 of 16

10 2. Provide customer care by establishing customer relationships a) Comply with organisational requirements b) Communicate interpersonally on familiar subjects such as: following organisational guidelines and procedures articulating and expressing ideas clearly and concisely listening actively (e.g. by taking notes) clarifying and confirming understanding (e.g. by paraphrasing or repetition) responding to questions with accurate information ensuring content is appropriate to the needs of the audience identifying and avoiding listening barriers maintaining focus on the purpose of the communication c) Providing customer interaction such as; focuses on addressing customer needs interacts in a sensitive and helpful manner with the customer responds to customer requests on time, accurately, pleasantly and professionally builds a trusting relationship with the customer keeps self and customer focused maintains consistent communication style d) Provide service delivery such as recognising own limitations; escalating customer issues following organisational requirements meets own commitments to customers follows up customer problems and issues e) Handle complaints from customers such as using probing questions displaying patience and understanding with demanding or emotional customers f) Gather specified customer satisfaction information Competitor Awareness and Analysis The importance of USP to organisations, geographical competitor and product and service provision awareness. Revision - March 2013 Page 10 of 16

11 Sales Academy Learning Session 6 (3 days) In-Centre Assignment Investigating and Defining Customer Requirements for ICT Systems and Assignment 3. Be able to investigate existing systems and processes a) Use three of the following investigative methods: a. Observations b. examination of existing documents, records or software c. questionnaires d. site surveys b) Record the results of investigations using standard documentation c) Explain the importance of preserving the confidentiality of customer information 4. Be able to analyse information to identify needs and constraints a) Describe the type of defect, including inaccuracy, duplication and omission, which can arise in information b) Describe the types of customer needs and constraints which can affect the design of an ICT system c) Analyse information to identify customer needs for: a. data to be stored and processed b. functionality in terms of inputs, processes and outputs c. capacity including numbers of users, throughput, and data storage d) Analyse information to identify customer constraints e) Record the results of analyses using standard documentation Sales Academy Learning Session 7 (2 days) Telephone Sales Techniques Including the skills of telephone sales Prospecting for business Using prospecting to generate business, and using creative ideas for prospecting (Outbound Calling Phone techniques and voice training) Revision - March 2013 Page 11 of 16

12 Reviewing and Improving Personal Sales Performance monitoring sales performance and analysing success factors to enhance performance Sales Academy Learning Session 8 (3 days) CompTIA Strata - IT Technical for Sales 1. Understand personal computer basics And will: a) define the components that make up a computer b) discuss the software that controls the computer and enables you to use applications c) define how the computing process works d) save items on the computer and configure settings by using the Control Panel 2. Have an understanding of software a) install and register software b) identify the various types of licenses and describe digital rights management c) display the computer s malware protection status d) scan the computer for malware and remove and disable blocked programmes e) display the status of the Windows Firewall and configure firewall exceptions f) use Windows Backup 3. Have an understanding on printers a) compare and contrast printing technologies 4. Gain an understanding of display devices a) understand the proper use of external monitors and of integrated monitors 5. Understand connectors and adapters a) identify serial, parallel, and PS/2 ports and connectors b) identify USB and FireWire ports and connectors 6. Understand multimedia devices a) enable a device and install devices b) install and configure images input devices 7. Understand processors and memory a) describe the functions and features of CPU s and different types of computer buses Revision - March 2013 Page 12 of 16

13 b) describe the function of memory and differentiate among various types of memory chips c) differentiate among the various memory packages d) and monitor memory usage 8. Understand data storage devices a) describe optical data-storage technology b) use USB flash drives c) describe hard drives and hard drive interfaces 9. Understand network basics a) describe the basic components of a network b) describe WAN technologies c) discuss security threat trends and their ramifications d) determine the factors involved in creating a secure network strategy 10. Understand networking protocols and connections a) describe how various types of addresses are used to identify devices on a network and create client network connections by using wired and wireless methods 11. Understand Green IT and preventative maintenance a) describe electrostatic discharge and follow ESD safe practices while working with computer components b) describe how to use technology in ways that save energy and reduce waste c) identify proper methods of disposing of computer equipment and perform preventive maintenance tasks on computer hardware Sales Academy Learning Session 9 (2 days) Software installation and upgrade and Assignment 1. Understand the installation/upgrade process a) Describe the software installation and upgrade process including: procedures to be followed procedures for information recording software storage locations to be used specifications of the software b) Describe the capabilities of software loading facilities 2. Carry out or control a wide range of installations or upgrades. a) Provide guidance on installation/upgrade procedures to immediate colleagues Revision - March 2013 Page 13 of 16

14 b) Obtain and allocate required materials c) Select the installation/upgrade procedures to be followed d) Select software loading facilities to be used Sales Academy Learning Session 10 (3 days) Sales completion and recap Sales Academy Learning Session 11 (2 days) Microsoft Licensing Sales Specialist Lite training Here is the GLR link. Scroll down the page and click on the box. A sign in is required to access the training and exam material. Sales Academy Learning Session 12 (2 days) Technical Advice and Guidance and Assignment 1. Understand the context for providing technical advice and guidance a) describe how technical advice and guidance can be used to: a. resolve problems b. improve performance b) describe the types, sources and applicability of information which can form the basis of technical advice and guidance: a. information from reference sources (e.g. manuals, handbooks, manufacturer s specifications) b. information derived from the analysis of data (e.g. trend analysis, fault logs) c. online information (e.g. manufacturer s websites, technical fora, discussion groups) c) describe the procedures and constraints which can apply to the provision of technical advice and guidance (e.g. escalation, commercial/contractual, legal/regulatory, information security) d) identify circumstances where technical advice and guidance should be provided proactively rather than reactively in response to customer requests (eg to rectify known faults, to provide new functionality 2. Be able to provide reactive technical advice and guidance to customers on a range of topics a) determine the purposes for which technical advice and guidance is required Revision - March 2013 Page 14 of 16

15 b) verify that customers are entitled to receive the requested technical advice and guidance c) communicate effectively with customers to elicit sufficient information to enable correct technical advice and guidance to be provided d) Source and interpret relevant technical information to produce advice and guidance in response to customer requests e) communicate technical advice and guidance to customers in a format and style which meets their needs, confirming customer understanding of the information provided Follow organisational procedures for responding to customer requests including the timely escalation of those for which technical advice and guidance cannot be provided or does not resolve the request 3. Be able to provide proactive technical advice and guidance to customers a) identify the purposes for which the technical advice and guidance is required b) identify the customers, and their level of technical knowledge, to whom the technical advice and guidance should be provided c) develop technical advice and guidance in a format and style which takes into account the customers level of technical knowledge d) follow organisational procedures for providing proactive technical advice and guidance Sales Academy Learning Session 13 (3 days) MTA Windows Operating Systems Fundamentals part 1 1. Understand Operating System Configurations a) Configure Control Panel options b) Configure desktop settings c) Understand native applications and tools d) Understand mobility e) Understand remote management and assistance 2. Understand installing and upgrading Client Systems a) Identify Windows operating systems editions b) Identify upgrade paths c) Understand installation types d) Understand virtualised clients 3. Understand Managing Applications a) Understand application installations b) Understand user account control (UAC) c) Remove malicious software d) Understand services e) Understand application virtualisation Sales Academy Learning Session 13 (3 days) Revision - March 2013 Page 15 of 16

16 MTA Windows Operating Systems Fundamentals part 2 and certification exam 1. Understand Managing Files and Folders a) Understand file systems b) Understand file and print sharing c) Understand encryption d) Understand libraries 2. Understand Managing Devices a) Connect devices b) Understand storage c) Understand printing devices d) Understand system devices 3. Understand Operating System Maintenance a) Understand backup and recovery methods b) Understand maintenance tools c) Understand updates Revision - March 2013 Page 16 of 16

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