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 THAT HAS PASSED THE END DATE:

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	5
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	20908	National Diploma: Customer Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	20904	National Diploma: Marketing Communications	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	61593	National Diploma: Marketing Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	20896	National Diploma: Marketing Research	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Elective	59201	National Certificate: Generic Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "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.

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