Unit 201 Understanding  the sales environment
Unit 202 Understanding sales techniques and processes
Unit 203 Understanding legal, regulatory and ethical requirements in sales
Unit 209 Principles of personal responsibilities in a business environment
Unit 204 Understanding sales targets
Unit 205 Understanding business awareness in sales

It should be noted that if an apprentice enrols on the CSP with sales they would need to complete both the CSP standard as well as the above Sales Certificate course units.

Knowing your customers

• Understand who customers and the difference between internal and external customers.
• Understand the different needs and priorities of your customers and the best way to manage their expectations, .

Understanding the organisation

• Know the purpose of the business its core values and what ‘brand promise’ means
• Know the internal policies and procedures, including any complaints processes and digital media policies

Meeting regulations and legislation

• Know the appropriate legislation and regulatory requirements that affect your business.
• Know your responsibility in relation to this and how to apply it when delivering service.

Systems and resources

• Know how to use systems, equipment and technology to meet the needs of your customers.
• Understand types of measurement and evaluation tools available to monitor customer service levels.

Your role and responsibility

• Understand your role and responsibility within your organisation and the impact of your actions on others.
• Know the targets and goals you need to deliver against.

Customer experience

• Understand how establishing the facts enable you to create a customer-focused experience
• Understand how to build trust with a customer and why this is important.

Product and service knowledge

• Understand the products or services that are available from your organisation and keep up-to-date.

Interpersonal skills

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

Communication

Depending on your job role and work environment:

• Use appropriate communication skills during face-to-face and non-facing customer interactions
• Use an appropriate ‘tone of voice’ in all communications, including written and digital.

Influencing skills

• Provide clear explanations and offer options in order to help customers make choices

Personal organisation

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

Dealing with customer conflict and challenge

• Demonstrate patience and calmness and show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customer’s needs and manage expectations.

Developing self

• Take ownership for keeping your service knowledge and skills up-to-date.
• Consider personal goals and propose development that would help achieve them.

Being open to feedback

• Act on and seek feedback from others to develop or maintain personal service skills and knowledge.

Team working

• Communicate and work with others in the interest of helping customers efficiently.
• Share personal learning and case studies with others to support good practice.

Equality – treating all customers as individuals

• Treat customers as individuals to provide a personalised customer service experience.
• Uphold the organisation’s core values and service culture through your actions.

Presentation – dress code, professional language

• Demonstrate personal pride in the job through appropriate dress and positive and confident language.

“Right first time”

• Use communication behaviours that establish clearly what each customer requires and manage their expectations.
• Take ownership from the first contact and then take responsibility for fulfilling your promise.