Sales and Client Relationship Management 6M4386

Transcription

1 Sales and Client Relationship (QQI/FETAC Level 6 Major Award) 2014/ Credits The CCMA Ireland Skillnet, the Languages & International Trade Services Skillnet and the Outsourcing Skillnet are funded by member companies and the Training Networks Programme, an initiative of Skillnets Ltd. funded from the National Training Fund through the Department of Education and Skills.

2 Sales and Client Relationship (QQI/FETAC Level 6 Major Award) 2014/ Credits The purpose of this award is to enable the learner to acquire the knowledge skill and competence to work independently in a strategic sales and or customer relationship management role in a range of sales orientated contexts and or to progress to higher education and training. The QQI/FETAC Level 6 Major Sales and Client Relationship Management program is made up of 8 Minor Awards of 15 credits each. It is designed to provide candidates with the ability to: Demonstrate a broad knowledge of sales and customer relationship management principles and practices Demonstrate an in depth understanding of a range of theories and practice pertinent to sales and client relationship management strategy Demonstrate the use of a range of skills and tools required for commercial sales environment Select appropriate sales techniques and tolls to plan and develop client relationships and to determine solutions to diverse challenges in a client relationship context Apply knowledge and skills to a range of sales, customer care and planning contexts Perform a range of sales and client relationship activities independently and within teams or groups The learning outcomes associated with this award are outlined in the associated Component Specifications. The course is open to staff of private sector companies, and to Job Seekers, subject to compliance with eligibility criteria. Assessment and Accreditation Candidates who successfully complete eight minor awards will be awarded QQI/FETAC Level 6 Major Certificate in Sales and Client Relationship Management. The awards numbered 1 7 below are mandatory awards and you will have the option to pick one out of the two under the Paramount QQI/FETAC centre. Mandatory Minor Awards: 1. Sales Negotiation 2. Consultative 3. Customer Service 4. Personal & Professional Development 5. Contact Centre Support Skills 6. Business Management 7. Supervisory Skills You must choose 1 out of the following 2 options: 1. Account Planning & Management 2. Sales Presentation Each minor equates to 15 Credits and the Major award is 120 credits. There will be assessments (eg. Skills demonstration, portfolio of work, project, exam) to be completed at the end of each minor. You will find the learning outcomes of each minor below. Duration This programme can be run full-time over 9 months or part-time over 2 years. Minors Sales Negotiation 6N4338 Learning Outcomes Research a structured negotiation approach to address substantive issues to include a benefits statement that meets the customer needs and adds value to the customer Formulate a negotiation strategy and agenda to include an appropriate model to classify customer behaviour, a focus on issues other than price including the desired outcome, the bottom line, the fallback position and concessions for each customer Predict customer needs using relevant previous customer communications and documentation and strategic account planning information Devise solutions that meet customer needs, add value to the customer s business, anticipate customer s objections and sales barriers and counter these objections Evaluate customer questions and objections confidently and comprehensively and where appropriate, focus on the benefits of the solution Appraise a customer s understanding of, objections to and acceptance of the proposed solution by appropriate listening and questioning techniques

3 Sales and Client Relationship (QQI/FETAC Level 6 Major Award) 2014/ Credits Minors Sales Negotiation 6N4338 Cont d Consultative Selling 6N6054 Customer Service 6N0697 Learning Outcomes Appraise whether an issue is a key negotiating point or a detraction for future resolution Assess when the optimum solution has been achieved for both parties to include specialist knowledge of the various stages of the negotiations process Influence negotiations through a positive, enthusiastic and non-threatening attitude and demeanour, confidence in the value of the proposed customer solution and by maintaining an awareness of the customer s reactions during negotiations Examine the theories, strategies and components of a consultative sales process Analyse customer requirements through analysis of buyer behaviour theories Employ appropriate questioning and listening skills, in a range of consultative sales scenarios, to identify customer requirements Formulate product or service solutions to effectively meet client needs through the use of consultative selling skills and tools Evaluate the principles and practice of customer service in range of public, private and voluntary environments Explain the principles underpinning customer service in a range of organisations, to include domestic and global organisations, those dealing with internal, external, corporate and individual customers, organisations providing products, and those providing services Evaluate how organisational policies and industry-specific quality assurance systems can enhance customer service, to include customer charters, policies on handling complaints, relevant quality rating systems Personal and Professional Development 6N1949 Evaluate the principles and practice of personal development Identify the personal qualities and skills needed for effective participation in a chosen job or organisation, to include opportunities for further personal development and associated action plans Assess the role and practice of time management to include aids and strategies for good time management, the impact of poor time management and own personal time management behaviour Contact Centre Support Skills 6N3925 Examine the development and range of contact centres in Ireland and the importance of the sector to the local and national economy Explore the role and impact of a range of contact centre technologies, systems and processes to include call management platforms, customer relationship management (CRM) applications, automated help lines and metrics and measurements used Analyse the impact of a range of current legislation and regulations on the operation of a contact centre to include Health and Safety, Consumer Protection and Data Protection legislation Business Management 6N4310 Explore a range of organisations to include different organisation types, purpose, mission, vision and objectives and structures Investigate the internal environment of an organisation to include a SWOT analysis (Strengths Weaknesses Opportunities Threats) Analyse the impact of a range of external factors on an organisation to include a PEST analysis (Political Economic Social Technological) Examine the need to and various ways that organisations adapt to and manage change

4 Sales and Client Relationship (QQI/FETAC Level 6 Major Award) 2014/ Credits Minors Supervisory Skills 6N2104 Account Planning and Management 6N4343 Sales Presentation 6N3567 Learning Outcomes Evaluate the principles and practice of supervision in range of public, private and voluntary environments Evaluate different approaches to supervision and or line management, to include key concepts and methods of choosing an approach for a particular context or organisation Analyse the attributes and key skills of an effective supervisor, to include communication, interaction, time management, organisational skills, familiarity with relevant employment and health and safety legislation Explain the role of the supervisor in establishing, maintaining and continuously improving standards and quality in an organisation Utilise a range of organisational skills, to include planning and organising work, time management, arranging, running and following up meetings, documenting relevant elements of personal supervisory practice Develop strategies for overcoming barriers effective supervision, to include recognition of common challenges and problems when working with individuals and teams, and identification of possible resolutions Evaluate a range of client relationship processes and systems to support an account strategy to include a relationship matrix containing relevant customer contacts across a range of disciplines, roles and levels of an organisation and customer relationship management systems Appraise a range of customer profiling processes and systems to support an account strategy to include a customer s organization chart, decision making processes, corporate structure and supplier and customer interactions to include communications processes, volumes and types of transactions, type of equipment used and frequency and timing of key information transmission Assess various account planning and management strategies that will be used to develop customer contacts and or sales opportunities Assess strategic account planning information to position the presentation appropriately Appraise presentation content to ensure the topic is clearly introduced, explained and summarised Evaluate audience questions to include identifying the nature and purpose of questions, answering all questions and objections confidently and comprehensively, using appropriate probes to gauge the audiences understanding and to identify areas of concern or confusion Demonstrate awareness of the importance of the style of sales presentation to include speaking clearly and audibly at a measured pace and confidently presenting the benefits of the solution with commitment and enthusiasm Demonstrate awareness of effective methods of concluding presentations to include the use of benefits statements, summarising the next steps and agreed actions, concluding on a positive note and securing commitment to action from customers Organise presentation content to include clear objectives, a sales message targeted to an audience, appropriate language and jargon and appropriate media, technologies and support aids Use selected media, technologies and support aids competently with commentary that adds value to any visual material Formulate presentations based on a clear structure to include the presentation process, introduction, content and conclusion Alter presentation style to emphasis the key elements of the sales message being conveyed and in response to changes in customer behaviour.

5 APPLICATION FORM/HOW TO REGISTER You are required to return completed application form, closing date. For information on closing dates please contact the Skillnets listed below. CCMA Ireland Skillnet Languages and International Trade Services Skillnet Outsourcing Skillnet Paramount Court Corrig Road Sandyford Industrial Estate Dublin 18 T: PLEASE NOTE THAT INCOMPLETE APPLICATIONS MAY RESULT IN DELAYS IN PROCESSING YOUR APPLICATION.

6 Sales and Client Relationship (QQI/FETAC Level 6 Major Award) 2014/ Credits SALES AND CLIENT RELATIONSHIP MANAGEMENT - APPLICATION FORM COMPLETION OF ALL SECTIONS IS REQUIRED. PLEASE USE BLOCK CAPITALS. PERSONAL DETAILS Membership Number (if a current / previous member of the Institute of Bankers) Surname Name Before Marriage First Name Date of Birth (dd/mm/yyyy) County of Birth (If born outside Ireland, Country of birth) Mother s Maiden Name Title Mr Mrs Ms Mobile Phone Number* Address* * We will send you alerts when new correspondence is posted to your online Student Centre Nationality WORK DETAILS Employer Name Department Staff Number Address County Postcode Phone What is your current level of employment? (please select one box only) Full-time Part-time Short-time Seasonally employed Temporarily employed Unemployed

7 Exam Venues Please select your venue from the choices below. Note that venues are available subject to demand. Athlone Cork Dublin Dundalk Galway Letterkenny Limerick Newbridge Waterford Signature Date

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