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: 

Close a deal with a customer 
SAQA US ID UNIT STANDARD TITLE
10047  Close a deal with a customer 
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 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
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:
  • Applying personal selling skills to sell products or services.
  • Applying closing techniques to sell products or services. 

  • 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 
  • 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. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Apply personal selling skills to sell products or services 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Product, service and client information is established in relation to selling the product or service. 

    ASSESSMENT CRITERION 2 
    2. Techniques are incorporated in relation to listening, observation and questioning in relation to closing the deal. 

    ASSESSMENT CRITERION 3 
    3. Techniques are incorporated and applied that identify and qualify the customers and their needs. 

    ASSESSMENT CRITERION 4 
    4. Sales presentation techniques are applied to enable the deal to be closed. 

    ASSESSMENT CRITERION 5 
    5. Techniques are incorporated and applied that allow for the handling of objections by the customer. 

    SPECIFIC OUTCOME 2 
    Apply closing techniques to sell products or services 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Closing or buying signals are observed and response is applied accordingly. 

    ASSESSMENT CRITERION 2 
    2. Closing the sale/deal in terms of confirmation of commitment or decision to purchase is demonstrated. 

    ASSESSMENT CRITERION 3 
    3. Closing techniques are applied to close the deal. 

    ASSESSMENT CRITERION 4 
    4. All relevant documentation to confirm the deal is completed. 

    ASSESSMENT CRITERION 5 
    5. Processes for follow-up with customers are applied in terms of monitoring the fulfilment of the deal. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The relevant Educational Training Quality Assurance Body (ETQA) will accredit providers offering learning towards this unit standard. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • A comprehensive understanding of principles, methods and techniques for closing deals.
  • A broad and general understanding of closing questions and techniques.
  • A broad understanding of follow-up techniques for customers. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems pertaining to closing techniques. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information so as to make a decision as to when to apply closing techniques to close the deal. 

  • UNIT STANDARD CCFO COMMUNICATING 
  • Communicate effectively with customers when establishing the time to close the deal. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Understand the world as a set of related systems in that asking for the order is part of closing the deal and obtaining the sale. 

  • 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 sensitive across a range of social contexts when closing the deal so that customers do not feel pressurised into saying yes. 

  • 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  58063   Further Education and Training Certificate: Labour Recruitment Services  Level 4  NQF Level 04  Reregistered  2023-06-30  SERVICES 
    Core  20908   National Diploma: Customer Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  20904   National Diploma: Marketing Communications  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  61593   National Diploma: Marketing Management  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  20896   National Diploma: Marketing Research  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 


    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.
     
    1. KMS COLLEGE 
    2. KUKHULA GLOBAL PROJECTS PTY LTD 
    3. VALE DEVELOPMENT PTYLTD 



    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.