City and Guilds of London Institute · RQF Level 3
City & Guilds Level 3 NVQ in Telesales
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Units in this qualification23
Awarded by City and Guilds of London Institute · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
This Level 3 NVQ is for individuals working in telesales roles. It allows candidates to demonstrate competence in areas such as analysing competitor information, leading a sales team, and delivering professional sales presentations. Successful candidates will develop skills and knowledge applicable to a variety of sales environments.
These are the units City and Guilds of London Institute registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
4.8 Monitor and evaluate sales team performanceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the key metrics used to measure sales performance, including revenue, conversion rates, and customer acquisition cost.
- Monitor the performance of a sales team against agreed targets and key performance indicators (KPIs).
- Evaluate the overall effectiveness of the sales team, identifying strengths and weaknesses.
- Identify specific areas where the sales team's performance can be improved, and recommend appropriate actions.
Analyse competitor informationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand various competitor analysis techniques, including SWOT analysis, Porter's Five Forces, and benchmarking.
- Gather competitor information from various sources, including websites, industry reports, and social media.
- Analyse competitor strategies, including pricing, product development, and marketing campaigns.
- Evaluate the impact of competitor activities on the organisation's market share, profitability, and brand reputation.
- Present competitor analysis findings in a clear and concise manner, using appropriate visual aids and data.
Assess customer creditworthinessReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand creditworthiness principles, including factors that influence credit risk.
- Gather customer credit information from appropriate sources.
- Analyse credit information to determine credit risk.
- Assess credit risk based on analysed information.
- Know relevant legislation and regulations relating to credit assessment.
Assist customers to obtain finance for purchasesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the range of finance options available to customers for making purchases.
- Assist customers in completing finance applications accurately and efficiently.
- Explain finance terms and conditions to customers in a clear and understandable manner.
- Understand the legal requirements and regulations surrounding finance applications and approvals.
Contribute to the development of new products and servicesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the stages and processes involved in product development.
- Contribute ideas and suggestions to the product development process.
- Research and identify customer needs and preferences related to new products and services.
- Evaluate new product concepts and provide feedback.
Demonstrate compliance with legal, regulatory and ethical requirements for sales activitiesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand legal requirements relating to sales activities, including data protection, consumer rights, and advertising standards
- Understand regulatory requirements for sales activities, including industry codes of conduct and licensing requirements
- Understand ethical requirements for sales activities, including honesty, transparency, and fair dealing
- Demonstrate compliance with legal, regulatory, and ethical requirements in all sales activities
Develop and deliver a professional sales presentationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the fundamental principles that underpin effective sales presentations, including audience engagement and persuasive communication techniques.
- Plan a professional sales presentation, taking into account the target audience, objectives, and key messages.
- Deliver a professional sales presentation, utilising appropriate visual aids, delivery techniques, and communication skills.
- Effectively handle questions and objections raised during a sales presentation, providing clear and concise responses.
- Evaluate the effectiveness of a sales presentation, analysing feedback and identifying areas for improvement.
Develop sales proposals and quotationsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose and importance of sales proposals and quotations in securing business
- Develop effective and persuasive sales proposals
- Develop accurate and competitive sales quotations
- Present sales proposals and quotations in a professional and engaging manner
Develop your personal networksReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of personal networks in professional development and career advancement.
- Build personal networks through active participation in relevant events and online platforms.
- Maintain personal networks by nurturing relationships and providing mutual support.
- Understand ethical considerations in networking, including confidentiality, integrity, and respect for others.
Generate and follow up sales leadsReal unit · City and Guilds of London Institute
What you'll be able to do
- Generate sales leads through various methods, such as networking, online marketing, and cold calling
- Follow up sales leads promptly and effectively to qualify prospects and convert them into customers
- Understand lead generation techniques and their effectiveness in different market segments
- Qualify sales leads based on factors such as budget, authority, need, and timescale (BANT)
Handle objections and close salesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand common sales objections that customers may raise during the sales process
- Handle sales objections by using appropriate techniques to address customer concerns and provide solutions
- Use closing techniques to encourage customers to make a purchase
- Close sales effectively by confirming the customer's order and ensuring their satisfaction
Implement changeReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the need for change within an organisation and the factors that drive it
- Plan effectively for the implementation of change initiatives
- Implement planned changes in a structured and organised manner
- Monitor the implementation of change and identify any necessary adjustments
Lead a sales teamReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different leadership styles and techniques, including autocratic, democratic, and laissez-faire leadership.
- Motivate a sales team by setting clear goals, providing incentives, and recognising achievements.
- Set realistic and achievable sales targets and objectives for individual team members and the team as a whole.
- Understand sales performance management processes, including monitoring sales activities, tracking progress, and identifying areas for improvement.
- Provide coaching and feedback to sales team members to improve their skills and performance.
- Manage team conflict effectively by addressing issues promptly and fairly, and promoting a positive team environment.
Lead and Manage sales’ projectsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the core principles of project management, including planning, execution, monitoring, and closure.
- Lead sales projects, providing direction and motivation to the project team.
- Manage sales projects, ensuring that they are delivered on time, within budget, and to the required quality standards.
- Monitor project progress, identifying and addressing any potential issues or risks.
- Manage project resources effectively, including personnel, budget, and equipment.
Manage your own personal and professional development in salesReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify personal development needs in relation to sales skills, knowledge, and performance
- Plan personal and professional development activities to address identified needs and enhance career prospects
- Implement development activities, such as training courses, mentoring, and self-study, to improve skills and knowledge
- Evaluate own development progress and identify further areas for improvement
- Understand the importance of continuous personal and professional development in the sales profession
Meet your customer’s after sales service needsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the different types of after-sales service needs that customers may have.
- Effectively meet customer expectations regarding after-sales service.
- Provide appropriate after-sales support to customers.
- Handle customer complaints effectively and professionally.
Motivate sales professionals and sales partnersReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different motivation theories and their application in a sales context
- Know various motivational techniques suitable for sales professionals
- Motivate sales professionals to achieve sales targets
- Motivate sales partners to effectively promote and sell products or services
- Understand the importance of motivation in achieving sales success and maintaining a positive sales environment
Obtain and analyse sales-related informationReal unit · City and Guilds of London Institute
What you'll be able to do
- Obtain sales-related information from various sources, such as sales reports, customer feedback, and market research
- Analyse sales-related information to identify trends, patterns, and opportunities for improvement
- Understand sources of sales information, including internal databases, external market reports, and customer surveys
- Record sales information accurately and consistently in the appropriate systems
Prepare and run sales meetingsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose of sales meetings, including information sharing, team building, and decision-making.
- Prepare for a sales meeting, including setting an agenda, preparing materials, and inviting participants.
- Run a sales meeting effectively, facilitating discussion, managing time, and achieving objectives.
- Manage meeting participants, encouraging participation, resolving conflicts, and maintaining focus.
- Record and follow up on meeting outcomes, documenting decisions, assigning actions, and tracking progress.
Pricing to promote products and servicesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different pricing strategies, including cost-plus pricing, competitive pricing, value-based pricing, and promotional pricing.
- Know factors affecting pricing decisions, including costs, competition, demand, and market conditions.
- Set prices to promote products and services, considering the target audience, marketing objectives, and competitive landscape.
- Evaluate the impact of pricing on sales, profitability, and market share, adjusting pricing strategies as necessary.
Provide learning opportunities for colleaguesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different learning styles and how they impact individual learning needs.
- Identify learning opportunities for colleagues within the workplace.
- Plan learning activities that are appropriate for the identified learning needs and opportunities.
- Provide constructive and supportive feedback to colleagues on their learning progress.
Sell products or services over the telephoneReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of effective telephone sales techniques and communication
- Prepare for telephone sales calls by researching potential customers and planning a sales pitch
- Sell products or services over the telephone by building rapport with customers and presenting compelling offers
- Handle customer queries over the telephone by providing accurate information and resolving any issues
Use direct marketing to support sales activitiesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the role of direct marketing within the broader sales and marketing strategy of an organisation.
- Know different direct marketing techniques, including mailshots, email marketing, telemarketing, and SMS marketing, and their respective advantages and disadvantages.
- Plan a direct marketing campaign, defining objectives, target audience, budget, and key performance indicators (KPIs).
- Implement direct marketing activities, ensuring compliance with relevant legislation and best practice guidelines.
- Evaluate the effectiveness of direct marketing activities, analysing data and making recommendations for future campaigns.
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 3 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Develop Your Personal Networks
- Implement Change
- Meet Your Customer’s After Sales Service Needs
- Provide Learning Opportunities for Colleagues
- Sell products or services over the telephone in Road Passenger Transport Operations
Where this can lead
Lead Telesales Executive
This Lead role is a fantastic launchpad for a long and successful career in sales leadership. It's challenging, rewarding, and puts you right at the heart of our growth engine. We're looking for someone who's ready to roll up their sleeves, inspire a team, and make a real impact on our bottom line. If that sounds like you, let's chat.
See the whole journey →Showing 6 roles, drawn from 147 job records mapped to this qualification.
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your work in any of these jobs
This unit provides knowledge of key sales performance metrics and methods to monitor and evaluate sales team effectiveness. Learners will analyse sales data to identify trends and recommend improvements to enhance overall sales performance.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 3 NVQ in Telesales
23 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- 4.8 Monitor and evaluate sales team performance
- Analyse competitor information
- Assess customer creditworthiness
- Assist customers to obtain finance for purchases
- Contribute to the development of new products and services
- Demonstrate compliance with legal, regulatory and ethical requirements for sales activities
and 17 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.