CLOSE A DEAL WITH A CUSTOMER
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| 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:
- Applying personal selling skills to sell products or services.
- Applying closing techniques to sell products or services.
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| 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.
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- 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.
- Barriers to communication including distortion, ability, language, FOG index, emotional issues, prejudice and bias, timing and credibility.
- Closing techniques including the credit close, the direct question close, the delivery close, the summing up close, the last chance close and the choice close.
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