The content of this Pathway has been agreed by Instructus. This is the only Apprenticeship Pathway in the Business & Management sector approved for use in Wales that is eligible for Welsh Government funding.
Learning Programme Content
The Learning Programme provision shall comprise of three mandatory elements:
- Qualifications,
- Essential Skills
- On/off the job training
The total minimum credit value required for the Level 2 Pathway Sales & Telesales is 52 credits.
The total minimum credit value required for the Level 3 Pathway Sales & Telesales is 65 credits.
Entry requirements
There are no mandatory entry requirements for this Apprenticeship Pathway. However employers are looking to attract apprentices who have a strong interest in working in Sales or Telesales and who enjoy communicating with customers. They expect applicants to demonstrate a "can do" attitude and have basic numeracy, literacy and communication skills on which the Apprenticeship will build. Some Sales & Telesales roles require shift working, whilst others require significant amounts of travel.
There are no mandatory entry requirements for this apprenticeship Pathway. However, employers are looking to attract applicants who have a keen interest in providing excellent customer service and working as part of a team. They expect applicants to demonstrate a "can do" attitude and have basic numeracy and literacy skills on which to build their Customer service skills.
Entrants will come from diverse backgrounds and will come with a range of experience, age, personal achievements and, in some cases, prior qualifications and awards which may count towards the achievement of an Apprenticeship programme. The examples below, which are in no particular order of preference, include having:
- held a position of responsibility at school or college; or
- undertaken work experience or work placement experience; or
- completed the Duke of Edinburgh Award or similar award; or
- achieved the Welsh Baccalaureate, including the Principal Learning Qualifications of
- Business, Administration and Finance, Retail Business or Hospitality; or
- achieved GCSEs or A levels; or
- achieved QCF/RQF Awards, Certificates or Diplomas
Apprentices who are undertaking the Sales & Telesales Apprenticeship are likely to have Some prior experience in a sales role, although this is not a formal requirement.
Apprenticeship pathway learning programme(s)
Level 2: Sales & Telesales
Level 2: Sales & Telesales Qualifications
Participants must achieve one of the following competence and knowledge qualification(s) below.
| Level 2 NVQ Certificate in Sales | |||||
|---|---|---|---|---|---|
| Awarding Body | Qualification No. | Credit Value | Total Qualification Time | Combined / Competence / Knowledge | Qualification Assessment Lanaguage(s) |
| City & Guilds | C00/0340/3 600/0930/5 | 22 | 220 | Competence | English Only |
Essential Skills Wales (ESW)
| Level 2: Sales & Telesales | Level | Minimum Credit Value |
|---|---|---|
| Communication | 1 | 6 |
| Application of number | 1 | 6 |
Essential Skills Wales qualifications assessment languages are English-
On/Off the Job training
| Pathway | Minimum On the Job Training Hours | Minimum Off the Job Training Hours |
|---|---|---|
| Level 2: Sales & Telesales | 280 | 158 |
On/Off the Job Qualification details (Minimum Credit & Hours)
Sales & Telesales - Minimum of 52 credits
Competence qualification - 22 credits & Knowledge qualification - 18 credits
Total on the job and off the job training hours are - Level 2 Sales & Telesales - 438 hours
On/Off the Job Essential Skills details (Minimum Credit & Hours)
- 6 credits/60 GLH Level 1 Essential Skills Wales Communication
- 6 credits/60 GLH Level 1 Essential Skills Wales Application of Number
Level 3: Sales & Telesales
Level 3: Sales & Telesales Qualifications
Participants must achieve one of the following competence and knowledge qualification(s) below.
Essential Skills Wales (ESW)
| Level 3: Sales & Telesales | Level | Minimum Credit Value |
|---|---|---|
| Communication | 1 | 6 |
| Application of number | 1 | 6 |
Essential Skills Wales qualifications assessment languages are English-Welsh
On/Off the Job training
| Pathway | Minimum On the Job Training Hours | Minimum Off the Job Training Hours |
|---|---|---|
| Level 3: Sales & Telesales | 328 | 150 |
On/Off the Job Qualification details (Minimum Credit & Hours)
Sales & Telesales - A minimum of 65 credits
Competence qualification - 37 credits & Knowledge qualification - 16 credits
Total on the job and off the job training hours are - Level 3 Sales & Telesales - 478 hours
On/Off the Job Essential Skills details (Minimum Credit & Hours)
- 6 credits/60 GLH Level 1 Essential Skills Wales Communication
- 6 credits/60 GLH Level 1 Essential Skills Wales Application of Number
Progression
Level 2: Sales & Telesales
Progression into the Sales & Telesales Foundation Apprenticeship
Progression into this Foundation Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Such routes will include having:
- achieved Awards, Certificates or Diplomas, either in Sales or Telesales related areas or in sector specific areas
- achieved a Welsh Baccalaureate, including any of the Principal Learning Qualifications at foundation and higher level
- achieved GCSEs or A levels.
Learners may also progress into the Foundation Apprenticeship without prior qualifications.
Progression from the Sales & Telesales Foundation Apprenticeship Foundation apprentices, with support and opportunities in the workplace, can progress onto
- the Level 3 Apprenticeship in Sales & Telesales
- other Level 3 Apprenticeships such as Customer Service or Management
- the Welsh Baccalaureate , including one of the Principal Learning Qualifications in a range of related sectors, such as Business, Administration and Finance, Information Technology,
- Public Services and Retail Business
- further education to undertake sales related or other qualifications.
With additional training, Foundation apprentices may be able to progress in their careers to roles such as senior sales representative, senior telesales agent, sales manager, area manager, customer retention manager or customer service manager for sales.
Level 3: Sales & Telesales
Progression into the Sales & Telesales Apprenticeship
Progression into this Apprenticeship may be from a wide number of routes due to the varying backgrounds and past academic and work related experiences of apprentices. Such routes will include having:
- undertaken a Level 2 Foundation Apprenticeship in Sales & Telesales
- undertaken other Level 2 Foundation Apprenticeships, such as customer service or marketing
- achieved QCF Awards, Certificates or Diplomas
- achieved a Welsh Baccalaureate Principal Learning Qualification at Foundation or Higher Level
- achieved GCSEs or A levels.
Learners may also progress into the Apprenticeship without prior qualifications.
Most learners progressing into the Sales & Telesales Apprenticeship have some prior experience in a sales or telesales job role, although this is not a formal requirement. Learners who do not have any prior experience in a sales or telesales job role may be better suited to the Sales & Telesales Foundation Apprenticeship, although all individuals should be judged on their own merits, experiences and capabilities.
Progression from the Apprenticeship in Sales & Telesales
Apprentices, with support and opportunities in the workplace, can progress onto:
- the Level 4 Higher Apprenticeship in Business & Professional Administration
Equality and diversity
It is important that apprenticeship Pathways are inclusive and can demonstrate an active approach to identifying and removing barriers to entry and progression. Pathways should advance equality of opportunity between persons who share protected characteristics and those persons who do not as identified in the Equality Act 2010.
The Protected characteristics identified in the Equality Act are age, disability, gender re-assignment, race, religion or belief, sex, sexual orientation, pregnancy and maternity. Marriage and civil partnership is also included although only in respect of the requirement to eliminate discrimination in employment.
Training providers and employers must also comply with the other duty under the Equality Act 2010 to ensure that applicants are not discriminated against in terms of entry to the industry based upon those nine protected characteristics.
According to National Statistics data, approximately 60% of the Sales & Telesales workforce is female, although this figure varies considerably depending upon which sector of the economy and job level is being considered. The workforce is heavily dominated by younger workers, although again, at higher levels the age profile of the workforce changes considerably, as one would expect.
The ethnicity of the Sales & Telesales workforce is relatively reflective of the UK population as a whole, with around 10% of the workforce being from Black, Asian and Minority Ethnic communities.
The workforce is evenly split between those working in full-time roles and those in part-time roles, which may be a factor in explaining the high proportion of female Sales & Telesales professionals. Research suggests that part-time roles across all industries tend to be relatively favoured (on aggregate) by female members of the workforce.
There is no data available on the proportion of the Sales workforce that has a disability or learning difficulty.
Research suggests that the age imbalance within the industry is caused by a number of factors, including:
- a perception that the sector favours younger workers, with a lack of clear progression routes and opportunities allowing long term career development
- a lack of ‘career’ sales people, likely caused by graduate entry into the profession, with graduates remaining in the profession for a short period of time only.
The development of this Apprenticeship Pathway aims to mitigate these potential factors by developing an open, clear and fit-for-purpose Apprenticeship Pathway that provides a non-graduate entry route into the profession and supports recognised progression routes through the profession.
As the UK workforce and customer base becomes more diverse, Sales & Telesales needs to reflect that diversity and manage it effectively. This requires not only sensitivity to issues such as ethnicity, culture, gender and disability, but an awareness of the potential for different and more creative approaches that diversity in general brings.
Apprenticeships are seen as a vital route to encourage and facilitate a diverse set of individuals entering into Sales & Telesales. Entry conditions into this Pathway do not discriminate against any individuals, with the Pathway being open and accessible to all potential apprentices.
Mentoring is also promoted within the Apprenticeship to provide additional support and increase the chances of apprentices completing the Pathway.
Race
Skills CFA will monitor take-up and achievement of all apprenticeships and take steps to address any barriers to take-up and achievement.
Employment responsibilities and rights
Employment Responsibilities and Rights (ERR) is no longer compulsory. But it is recommended that all apprentices (especially the 16 years -18 year group) receive a company induction programme.
Responsibilities
It is the responsibility of the Training Provider and Employer to ensure that the requirements of this pathway are delivered in accordance with the Welsh Government Apprenticeships Guidance.
Further information may be obtained from: Welsh Government