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  • 1. 2942 version 3 12-May-10 1 of 5 GENERIC MARKETING Develop and apply telemarketing skills level: 3 credit: 5 planned review date: December 2001 sub-field: Marketing purpose: This unit standard is for people who need or seek to gain telemarketing skills. People credited with this unit standard are able to identify classifications of telemarketing; and identify telemarketing objectives and telemarketing services. They are also able to identify and apply telemarketing skills; and identify and apply ethical and security requirements for telemarketing operations. entry information: Open. accreditation option: Evaluation of documentation by NZQA. moderation option: A centrally established and directed national moderation system has been set up by Moderation Services. © New Zealand Qualifications Authority 2010
  • 2. 2942 version 3 12-May-10 2 of 5 GENERIC MARKETING Develop and apply telemarketing skills special notes: Assessment guidance This unit standard can be assessed in a work based environment, or in a training or education environment if simulated marketing conditions are able to be provided, or in a combination of both environments. Elements and Performance Criteria element 1 Identify classifications of telemarketing. performance criteria 1.1 Categories of telemarketing are differentiated. Range: inbound and outbound operations. element 2 Identify telemarketing objectives and services. performance criteria 2.1 Telemarketing objectives are confirmed for inbound and outbound operations. © New Zealand Qualifications Authority 2010
  • 3. 2942 version 3 12-May-10 3 of 5 GENERIC MARKETING Develop and apply telemarketing skills 2.2 Inbound telemarketing services are identified. Range: customer service, incoming sales, debt collection, service enquiries, general enquiries. 2.3 Outbound telemarketing services are identified. Range: customer service, sales, prospecting, debt collection, research, list updating. element 3 Identify and apply telemarketing skills. Range: inbound and outbound operations. performance criteria 3.1 Telephone call management skills that meet telemarketing objectives and service requirements are identified and applied. 3.2 Communication skills that meet telemarketing objectives and service requirements are identified and applied. 3.3 Customer relations management skills that meet telemarketing objectives and service requirements are identified and applied. 3.4 Selling skills that meet telemarketing objectives and service requirements are identified and applied. © New Zealand Qualifications Authority 2010
  • 4. 2942 version 3 12-May-10 4 of 5 GENERIC MARKETING Develop and apply telemarketing skills 3.5 Negotiation skills that meet telemarketing objectives and service requirements are identified and applied. 3.6 Research skills that meet telemarketing objectives and service requirements are identified and applied. element 4 Identify and apply ethical and security requirements for telemarketing operations. performance criteria 4.1 Privacy and legislation requirements that affect telemarketing operations are identified and complied with. Range: privacy legislation, fair trading legislation. 4.2 Organisational requirements for internal security of telemarketing information and resources are identified and complied with. © New Zealand Qualifications Authority 2010
  • 5. 2942 version 3 12-May-10 5 of 5 GENERIC MARKETING Develop and apply telemarketing skills Comments to: NZQA Business and Management Unit Revision PO Box 160 WELLINGTON by December 2001. Please Note: Providers must be accredited by the Qualifications Authority before they can offer programmes of education and training assessed against unit standards. Accredited providers assessing against unit standards must engage with the moderation system that applies to those unit standards. [Please refer to relevant Plan ref: 0113] © New Zealand Qualifications Authority 2010