Skillsfirst Awards Ltd · RQF Level 3
Skillsfirst Level 3 NVQ Certificate in Sales (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits25
- Units in this qualification29
Awarded by Skillsfirst Awards Ltd · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
The Level 3 NVQ Certificate in Sales is a QCF qualification for sales professionals. Learners gain skills in areas such as managing sales staff induction, building sales relationships, and analysing buyer behaviour.
These are the units Skillsfirst Awards Ltd 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.
Assessing customers’ credit statusReal unit · Skillsfirst Awards Ltd
It teaches you to assess and monitor customers' credit status using appropriate tools and methods. You'll understand relevant legislation, organisational policies, and risk assessment techniques to manage credit risks effectively.
What you'll be able to do
- Understand how to assess customer credit status, including relevant legislation, organisational policies, and risk assessment techniques
- Assess the credit status of customers, using appropriate tools and methods
- Monitor the credit status of customers, identifying and responding to potential risks
Assisting customers in obtaining finance for purchasesReal unit · Skillsfirst Awards Ltd
You'll gain skills to assist customers in obtaining finance for purchases, including understanding eligibility criteria and regulatory requirements. The unit covers proposing suitable financial options and completing finance arrangements accurately and compliantly.
What you'll be able to do
- Understand the conditions for obtaining finance for purchases, including eligibility criteria and regulatory requirements
- Propose financial options to customers, explaining the terms and conditions of each option
- Complete finance arrangements for purchases, ensuring all necessary documentation is accurate and compliant
Building and retaining sales relationshipsReal unit · Skillsfirst Awards Ltd
You'll explore the benefits and risks of building and investing in sales relationships. The unit covers strategies to establish and maintain long-term customer relationships that enhance satisfaction, loyalty, and organisational performance.
What you'll be able to do
- Understand the benefits of planning and investing in long-term sales relationships for the organisation
- Understand the potential risks associated with planning and investing in sales relationships
- Build strong and effective sales relationships with new and existing customers
- Retain existing sales customers through effective relationship management and customer service
Buyer behaviour in sales situationsReal unit · Skillsfirst Awards Ltd
You'll gain an understanding of buyer behaviour models and their impact on the sales cycle. The unit covers psychological, social, and cultural influences on buyers and how to adapt sales approaches to respond effectively at each stage of the decision-making process.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle
- Respond appropriately to the buyer at each stage of their decision-making process
Communicate information and knowledgeReal unit · Skillsfirst Awards Ltd
You'll learn to communicate information and knowledge effectively. The unit covers identifying required information, assessing reliability, understanding communication techniques, and adapting methods to suit different audiences.
What you'll be able to do
- Identify the information required for communication, and assess its reliability and validity.
- Understand various communication techniques and methods, including verbal, non-verbal, and written communication.
- Communicate information and knowledge using appropriate techniques and methods, ensuring clarity and accuracy.
- Adapt communication techniques and methods according to target audience response, ensuring effective communication and understanding.
Communicating using digital marketing/sales channelsReal unit · Skillsfirst Awards Ltd
You'll understand how to plan, implement, and evaluate communications using digital marketing and sales channels. The unit covers selecting appropriate digital media, ensuring message accessibility, monitoring responses, and making adjustments to improve effectiveness.
What you'll be able to do
- Understand how to plan the use of digital media to communicate a specific message to a defined audience and recipients.
- Plan the use of digital media for a specific message, audience and recipients, taking into account relevant factors.
- Check that the digital message can be accessed and/or delivered effectively to the intended recipients.
- Monitor and evaluate the response to digital activity and take any corrective action as required.
Complying with legal, regulatory and ethical requirements in a sales or marketing roleReal unit · Skillsfirst Awards Ltd
You'll understand the legal, regulatory, and ethical requirements relevant to sales or marketing roles. The unit covers identifying key obligations, understanding the role of regulatory bodies, and complying with organisational policies to ensure lawful and ethical practice.
What you'll be able to do
- Understand the legal requirements relevant to a sales or marketing role.
- Understand the regulatory requirements relevant to a sales or marketing role.
- Understand the ethical requirements relevant to a sales or marketing role.
- Comply with organisational policies and procedures relating to legal requirements in a sales or marketing role.
- Comply with organisational policies and procedures relating to regulatory requirements in a sales or marketing role.
- Comply with organisational policies and procedures relating to ethical requirements in a sales or marketing role.
Contributing to the development and launch of new products and/or servicesReal unit · Skillsfirst Awards Ltd
You'll understand the product development process and the roles of various stakeholders. The unit covers contributing ideas, supporting marketing activities, and assisting in the launch of new products and services.
What you'll be able to do
- Understand the stages of the product development process, from idea generation to launch.
- Understand the roles and responsibilities of different stakeholders involved in the product development process.
- Understand the importance of market research and customer feedback in the product development process.
- Contribute to the product and/or service development process by providing ideas and suggestions.
- Contribute to the product and/or service launch process by assisting with marketing and promotional activities.
- Provide feedback on product prototypes and marketing materials.
Develop, maintain and review personal networksReal unit · Skillsfirst Awards Ltd
This unit covers the development, maintenance, and review of personal networks for professional and business purposes. You'll understand the benefits of networking, the importance of data privacy, and be able to identify relevant contacts and evaluate networking relationships.
What you'll be able to do
- Understand the benefits of networking for professional development and business opportunities, and the need for data privacy when managing contacts
- Develop a personal network of contacts, identifying relevant individuals and organisations
- Review networking relationships to assess their effectiveness and identify areas for improvement
Developing and implementing sales call plansReal unit · Skillsfirst Awards Ltd
It teaches you to develop and implement sales call plans. You'll identify objectives, target customers, plan sales activities, and apply communication techniques to conduct effective sales calls and achieve desired outcomes.
What you'll be able to do
- Develop a sales call plan that identifies objectives, target customers, and planned activities
- Undertake a sales call, applying effective communication and sales techniques
Developing and implementing sales support and customer service programmesReal unit · Skillsfirst Awards Ltd
It teaches you to develop and implement sales support and customer service programmes. You'll understand the impact on customer satisfaction and business performance, and design programmes to meet customer needs.
What you'll be able to do
- Understand the requirement to provide effective sales support and customer service programmes to enhance customer satisfaction and loyalty.
- Develop sales support and/or customer service programmes that address specific customer needs and organisational goals.
- Implement sales support and customer service programmes, ensuring effective communication and resource allocation.
Developing sales proposalsReal unit · Skillsfirst Awards Ltd
You'll understand how to develop effective sales proposals that meet customer needs and organisational objectives. The unit covers structuring proposals, aligning with brand guidelines, and evaluating proposal effectiveness.
What you'll be able to do
- Understand how to write effective sales proposals that meet customer needs and organisational requirements.
- Develop comprehensive sales proposals that include clear objectives, solutions, pricing, and timelines.
- Evaluate the proposal against pre-defined criteria to ensure it meets the customer's needs and organisational objectives.
Lead and manage meetingsReal unit · Skillsfirst Awards Ltd
You'll develop the skills to lead and manage meetings efficiently. The unit includes preparing meeting objectives and agendas, managing procedures, chairing meetings, and completing post-meeting tasks to ensure actions are followed up.
What you'll be able to do
- Prepare effectively to lead a meeting, including setting objectives, creating an agenda, and distributing relevant materials
- Manage meeting procedures effectively, including timekeeping, agenda adherence, and decision-making processes
- Chair a meeting effectively, facilitating discussion, managing conflict, and ensuring all participants have an opportunity to contribute
- Undertake post-meeting tasks, including documenting decisions, distributing minutes, and following up on action items
Leading a sales or marketing teamReal unit · Skillsfirst Awards Ltd
You'll learn to lead a sales or marketing team by setting SMART targets aligned with organisational goals. The unit covers motivating team members, monitoring progress, and evaluating team performance.
What you'll be able to do
- Set clear and measurable targets for the sales or marketing team, aligned with organisational objectives.
- Support the motivation of individual members within the sales or marketing team.
- Monitor and evaluate the progress of the sales or marketing team against agreed targets and performance indicators.
Manage own professional development within an organisationReal unit · Skillsfirst Awards Ltd
It teaches you to manage their own professional development within an organisation. You'll assess career goals, set personal objectives, produce development plans, and implement and monitor progress.
What you'll be able to do
- Assess own career goals and personal development needs, taking into account organisational requirements and opportunities.
- Set personal work objectives that are specific, measurable, achievable, relevant, and time-bound (SMART).
- Produce a personal development plan that outlines activities, resources, and timescales for achieving personal work objectives.
- Implement and monitor own personal development plan, reviewing progress and making adjustments as necessary.
Managing the induction and probation of sales staffReal unit · Skillsfirst Awards Ltd
This unit equips learners with the knowledge to manage the induction and probation processes for new sales staff. You'll understand the purpose and key elements of induction and probation, ensuring new employees are supported and integrated effectively into the organisation.
What you'll be able to do
- Understand the purpose and importance of induction processes for sales staff within an organisation
- Understand the purpose and importance of probation processes for sales staff within an organisation
- Manage the induction of new sales staff, ensuring all relevant information and training is provided
- Manage the probation period of new sales staff, providing feedback and support to ensure performance standards are met
Meeting customers’ after sales needsReal unit · Skillsfirst Awards Ltd
This unit equips learners to investigate and manage customers' after sales needs. You'll identify different needs, communicate effectively, handle requests professionally, and review after sales processes to improve customer satisfaction.
What you'll be able to do
- Investigate and determine customer after sales needs effectively.
- Handle customers’ after sales needs in a professional and timely manner.
- Review the after sales process to identify areas for improvement.
Monitoring and managing sales team performanceReal unit · Skillsfirst Awards Ltd
You'll learn to monitor and manage sales team performance effectively. The unit covers methods for tracking performance, setting measurable KPIs, using technology for analysis, and implementing strategies to improve team outcomes.
What you'll be able to do
- Understand various methods for monitoring the performance of a sales team, including key performance indicators (KPIs)
- Understand how to use performance data to identify areas for improvement within the sales team
- Manage the performance of individual sales team members, providing feedback, coaching, and support as needed
- Implement performance management strategies to improve overall sales team performance
Negotiating, handling objections and closing salesReal unit · Skillsfirst Awards Ltd
This unit provides learners with skills to negotiate, handle objections, and close sales. You'll prepare for objections, apply negotiation techniques ethically, and finalise sales agreements successfully.
What you'll be able to do
- Understand how to handle objections and negotiate effectively with the customer to achieve a mutually beneficial outcome.
- Prepare for potential objections and negotiation points with the customer, anticipating their concerns and developing appropriate responses.
- Handle objections from the customer in a professional and persuasive manner, addressing their concerns and providing solutions.
- Negotiate with the customer to reach an agreement that meets their needs while achieving the organisation's sales objectives.
- Close the sale effectively following negotiation, confirming the agreement and securing the customer's commitment.
Obtaining and Analysing Competitor InformationReal unit · Skillsfirst Awards Ltd
This unit develops learners' ability to obtain, validate, and analyse competitor information for sales activities. You'll understand sources and methods for verifying data and apply competitor insights to inform sales strategies and tactics.
What you'll be able to do
- Understand how to validate information obtained about competitors
- Understand the uses of competitor information for sales-related activities
- Use competitor information effectively for sales-related activities
Obtaining and analysing sales-related informationReal unit · Skillsfirst Awards Ltd
It teaches you to obtain and analyse sales-related information about customers, markets, and competitors. You'll use appropriate tools and methods to interpret data and support informed sales and marketing decisions.
What you'll be able to do
- Understand the various uses of sales-related information in making informed business decisions.
- Understand how to select and use appropriate tools and methods to analyse sales-related information effectively.
- Obtain relevant sales-related information about customers, markets and competitors using appropriate methods.
- Use tools and methods effectively to analyse sales-related information and identify trends and patterns.
Organise the delivery of reliable customer serviceReal unit · Skillsfirst Awards Ltd
This unit covers planning and organising the delivery of reliable customer service. You'll develop service plans, allocate resources, monitor delivery, maintain records, and review processes to meet organisational standards and customer expectations.
What you'll be able to do
- Plan and organise the delivery of reliable customer service in accordance with organisational policies and procedures
- Review and maintain customer service delivery to ensure it meets required standards
- Use recording systems to maintain accurate and reliable customer service records
- Understand how to organise the delivery of reliable customer service, including resource allocation and staff training
Preparing and delivering a sales presentationReal unit · Skillsfirst Awards Ltd
This unit develops learners' ability to prepare and deliver sales presentations. It covers audience analysis, setting objectives, structuring presentations, using visual aids, delivery techniques, and handling questions effectively.
What you'll be able to do
- Understand the key factors for consideration in the preparation of effective sales presentations, including audience analysis and objective setting.
- Understand the importance of structuring a sales presentation to maximise impact and engagement.
- Prepare a sales presentation that is tailored to the target audience and the specific sales objectives.
- Develop visual aids and supporting materials to enhance the sales presentation.
- Understand different delivery techniques and strategies for engaging the audience during a sales presentation.
- Understand how to handle questions and objections effectively during a sales presentation.
- Deliver a sales presentation in a clear, confident, and persuasive manner.
- Use appropriate body language and vocal techniques to enhance the impact of the sales presentation.
Pricing for sales promotionsReal unit · Skillsfirst Awards Ltd
It teaches you to understand and apply price-based promotions within sales strategies. You'll justify promotional choices, develop and present proposals, implement promotions, and evaluate their effectiveness in achieving sales objectives.
What you'll be able to do
- Understand the different types of price-based promotions that can be used in a sales strategy
- Justify the use of price-based promotions as part of a wider promotional strategy, considering their potential impact
- Develop detailed proposals for price-based promotions, including pricing, target audience, and promotional activities
- Present proposals for price-based promotions to relevant stakeholders, clearly communicating the rationale and potential benefits
- Understand the key metrics and methods used to evaluate the effectiveness of price-based promotions
- Implement price-based promotions effectively, ensuring all aspects are managed efficiently
- Evaluate the results of price-based promotions, analysing data and making recommendations for future improvements
Prioritising information for sales planningReal unit · Skillsfirst Awards Ltd
This unit provides knowledge of internal and external information sources that support sales planning. You'll conduct business audits, analyse market and competitor data, and use sales information to inform effective sales planning strategies.
What you'll be able to do
- Understand the different sources of information that can be used to support sales planning activities.
- Understand the different types of information, including market research and competitor analysis, that support sales planning.
- Understand the types of internal information, such as sales data and customer feedback, that support sales planning.
- Carry out a business audit of the internal sales environment, including an analysis of sales performance and resources.
- Carry out a business audit of the external sales environment, including an analysis of market trends and competitor activity.
- Use sales information to identify opportunities and threats in the sales environment to support the sales planning function.
- Use sales information to set realistic and achievable sales targets and objectives.
Recruiting sales team membersReal unit · Skillsfirst Awards Ltd
You'll explore the recruitment and selection process for sales team members, including legal and ethical considerations. The unit covers preparing recruitment plans, defining role requirements, developing selection methods, and making informed selection decisions.
What you'll be able to do
- Understand the recruitment and selection process and its importance in relation to sales team members.
- Understand the legal and ethical considerations involved in the recruitment and selection of sales staff.
- Prepare for the recruitment process by defining the role requirements and person specification for sales team members.
- Prepare for the selection process by developing appropriate selection methods and criteria.
- Make informed selection decisions based on the evidence gathered during the selection process for sales team members.
- Provide constructive feedback to candidates following the selection process.
Selling at exhibitionsReal unit · Skillsfirst Awards Ltd
You'll understand how to assess the relevance of exhibitions and prepare for selling at them. The unit covers stand design, marketing materials, staff training, customer engagement, and evaluating exhibition performance.
What you'll be able to do
- Understand how to assess the relevance of exhibitions for the organisation, considering factors such as target audience and potential return on investment.
- Understand how to prepare for and sell at exhibitions, including stand design, marketing materials, and sales techniques.
- Prepare for an exhibition by organising logistics, training staff, and developing marketing materials.
- Sell at an exhibition by engaging with potential customers, presenting products/services effectively, and closing sales.
- Evaluate own performance at an exhibition by analysing sales figures, gathering feedback, and identifying areas for improvement.
Support learning and development within own area of responsibilityReal unit · Skillsfirst Awards Ltd
You'll identify learning needs within their area of responsibility and develop a supportive learning environment. The unit includes supporting colleagues in learning activities, adapting to different learning styles, and evaluating learning outcomes.
What you'll be able to do
- Identify the learning needs of colleagues in own area of responsibility through observation, feedback, and performance data.
- Document and prioritise the identified learning needs of colleagues.
- Understand how to develop a supportive learning environment in own area of responsibility that encourages participation and knowledge sharing.
- Understand different learning styles and how to adapt support to meet individual needs.
- Support colleagues in learning activities by providing guidance, resources, and feedback.
- Support colleagues in the application of new knowledge and skills in their work.
- Evaluate the outcomes of learning activities in terms of improved performance and skills development of colleagues.
- Identify future learning and development needs of colleagues based on performance and organisational requirements.
Time planning in salesReal unit · Skillsfirst Awards Ltd
You'll learn to manage and prioritise their time effectively within a sales role. The unit covers identifying time-wasting activities, planning tasks based on urgency and importance, and evaluating time management to support sales targets and customer relationships.
What you'll be able to do
- Understand how to manage and prioritise time effectively in a sales role, considering competing demands and deadlines.
- Explain the importance of time management in achieving sales targets and maintaining customer relationships.
- Plan own time effectively in a sales role, using tools and techniques such as calendars, to-do lists, and time-blocking.
- Implement time management strategies to maximise productivity and minimise wasted time.
- Evaluate the effectiveness of time planning in a sales role, identifying areas for improvement and adjusting strategies accordingly.
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.
Assessing customers’ credit statusAssisting customers in obtaining finance for purchasesBuilding and retaining sales relationshipsBuyer behaviour in sales situationsCommunicate information and knowledgeCommunicating using digital marketing/sales channelsComplying with legal, regulatory and ethical requirements in a sales or marketing roleContributing to the development and launch of new products and/or services
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.
Skillsfirst Level 3 NVQ Certificate in Sales (QCF)
- Build and Deliver Customer Service and Customer Care Support
- Contribute to the development of new sales products and services
- Monitor and evaluate information for sales planning
- Monitor and evaluate information to support sales planning
Where this can lead
Sales Training Coordinator
This is a brilliant starting point for a career in sales enablement or learning and development. We're looking for someone eager to learn, who's not afraid of hard work, and who wants to be part of a team that genuinely helps our sales reps succeed. If that sounds like you, we'd love to chat.
See the whole journey →Opens the roleSales Training CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Opens the roleSales Training SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleAssociate Sales Training SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleSales Enablement CoordinatorOne of the jobs this qualification is a route into · 2 near-identical records folded inSee the role →Opens the roleSales Conference ManagerOne of the jobs this qualification is a route intoSee the role →Opens the roleRegional Sales Training ManagerOne of the jobs this qualification is a route into · 1 near-identical record folded inSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 16 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.
Build and Deliver Customer Service and Customer Care SupportContribute to the development of new sales products and servicesMonitor and evaluate information for sales planningMonitor and evaluate information to support sales planning
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.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
This unit enables learners to assess and monitor customers' credit status using appropriate tools and methods. Learners will understand relevant legislation, organisational policies, and risk assessment techniques to manage credit risks effectively.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for Skillsfirst Level 3 NVQ Certificate in Sales (QCF)
29 units in this credential, in the order it lists them, awarded by Skillsfirst Awards Ltd.
- Assessing customers’ credit status
- Assisting customers in obtaining finance for purchases
- Building and retaining sales relationships
- Buyer behaviour in sales situations
- Communicate information and knowledge
- Communicating using digital marketing/sales channels
and 23 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
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
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.