Edexcel BTEC

Edexcel BTEC Level 2 Certificate in Customer Service (QCF)

The Edexcel BTEC Level 2 Certificate in Customer Service (QCF) is designed for people working in, or aspiring to work in, customer service related roles.

Students will study 3 units over a period of one year.  Each unit must be successfully completed in order for students to pass the course.  Students will gain a Level 3 ‘Pass’ once all units have been assessed by the teacher. 

The specification can be accessed by clicking here.

The three units that are studied, include:

Unit 1: Understanding good customer service

This unit aims to provide learners with knowledge of customers and their customer service expectations. Learners will develop knowledge of the part that customer service practitioners are expected to play in delivering customer service within organisations, best practice in the delivery of customer service and the impact legislation and regulation have on customer service.

Unit 2: Developing effective customer service

This unit aims to develop learners’ understanding of the importance of effective and reliable customer service. Learners will develop knowledge of appropriate behaviour when delivering effective customer service and of how to ensure that the customer service is reliable.

Unit 3: Planning for Self-development in Customer Service

This unit aims to give learners the required knowledge to aid development in customer service. In this unit, learners will learn how to improve personal performance in customer service and how to develop customer service skills.

For further information please contact Mr Harper, Mr Bailey or Miss Sampson from the Business Studies Department.

Edexcel BTEC Level 2 Certificate in Principles of Sales (QCF)

BTEC Specialist qualifications are qualifications at Entry Level to Level 3 in the Qualifications and Credit Framework (QCF) and are designed to provide specialist work-related qualifications in a range of sectors. They give learners the knowledge,

understanding and skills that they need to prepare for employment. The qualifications also provide career development opportunities for those already in work.

The Edexcel BTEC Level 2 Certificate in Principles of Sales (QCF) provides an introduction to the skills, qualities and knowledge that may be required for employment in a particular vocational sector.

The Edexcel BTEC Level 2 Certificate in Principles of Sales (QCF) has been developed to give learners the opportunity to:

  • engage in learning that is relevant to them and which will provide opportunities to develop a range of skills and techniques, personal skills and attributes essential for successful performance in working life
  • achieve a nationally recognised Level 2 vocationally-related qualification
  • progress to employment in a particular vocational sector
  • progress to related general and/or vocational qualifications

 

Edexcel BTEC Level 2 Certificate in Principles of Sales (QCF)

Unit Group A — Mandatory units Credit Level

All students will study 6 units as listed below:

  • Understanding the Sales Environment

This unit concerns understanding the sales market, business foci in sales and

marketing, how to manage time in the sales environment, the use of IT in sales and

how to communicate information in a sales environment.

 

  • Understanding Sales Techniques and Processes

This unit concerns understanding the sales cycle, the buyer decision-making

process, how to generate and qualify sales leads, how to sell by inbound and

outbound telephone calls, how to sell face-to-face, how to close a sale and how to

process sales order.

 

  • Understanding Legal, Regulatory and Ethical Requirements in Sales or Marketing

This unit concerns understanding an organisation’s procedures for dealing with

legal, regulatory and ethical requirements relating to sales or marketing and the

legal, regulatory and ethical limits of the role.

  • Principles of Personal Responsibilities and Working in a Business Environment.

This unit concerns understanding employment rights; health, safety and security,

how to work with others and how to manage and improve own work in a business

environment.

  • Understanding Sales Targets

This unit concerns understanding how sales targets are calculated, how to collect

sales-related data, the use of sales targets and how to evaluate sales performance.

  • Principles of Presentations and Demonstrations in Sales

This unit concerns understanding how to prepare for and deliver a sales

presentation or demonstration and the role of evaluating sales

presentations/demonstration

For further information please see the specification by clicking here.

All units within this qualification are internally assessed.  To achieve a ‘pass’ the student must successfully pass all the assessment criteria for all six units.  Students will either achieve a ‘Pass’ or a ‘Fail’.  The course is delivered over a period of one year academic year.

For more information please contact either Mrs Farrell or Mr West in the Business Studies Department.

 

Edexcel BTEC Level 3 Award in Customer Service (QCF)

The Edexcel BTEC Level 2 Award in Customer Service (QCF) is designed for people working in, or aspiring to work in, customer service related roles.

Students will study 3 units over a period of one year.  Each unit must be successfully completed in order for students to pass the course.  Students will gain a Level 3 ‘Pass’ once all units have been assessed by the teacher. 

The specification can be accessed by clicking here.

Unit 3: Planning for Self-development in Customer Service

Unit aim

This unit aims to give learners the required knowledge to aid development in customer service. In this unit, learners will learn how to improve personal performance in customer service and how to develop customer service skills.

Unit 4: Providing Excellent Customer Service

Unit aim

This unit aims to develop learners’ understanding of customer service offers and how they are designed to meet the needs of customers and the organisation.  Learners will also develop knowledge of the factors that can affect the customer service offer including procedures, regulations and legislation.

Unit 5: Improving Customer Service

Unit aim

In this unit learners will develop their knowledge of customer expectations and the features of products and services that customers find attractive. They will develop knowledge of procedures associated with dealing with customer complaints and of the importance of effective customer service.

For further information please contact Mrs Farrell or Mr West in the Business Studies Department.