Occupational Standard - SSC/N1102 | SSC

Occupational Standard - SSC/N1102

Occupational Standard - SSC/N1102
Code SSC/N1102
Version 0.1
Industry Sub-Sector IT-ITeS/IT Services
Title Contribute to new business generation
Description This unit is about making specific contributions to generating new business for your organization.
Scope

Scope

This unit/task covers the following:

Appropriate people:

·     line manager

·     colleagues

·     subject matter experts

Communication modes:

·     face-to face

·     telephone

·     e-mail

·     webinars

·     referrals

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.      Establish how you are required to contribute to generating new business in line with procedures

PC2.      Obtain sufficient information from your organization’s knowledge base and appropriate people to understand the markets you are operating in and your organization’s or work group’s sales plans

PC3.      Obtain relevant information from the customer relationship management (CRM) database or other sources to create a database of suspects

PC4.      Obtain sufficient information from the CRM database and appropriate people to understand the history of relationships with suspects

PC5.      Contact suspects using the communication modes and at frequencies specified in sales plans

PC6.      Communicate with suspects using approved scripts in line with your organization’s business communication guidelines and standards

PC7.      Convert suspects to new business prospects and clients as specified in sales plans

PC8.      Record new business generation activities and suspect responses on the CRM database

Knowledge

Knowledge and Understanding (K)

A.   Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.    Your organization’s policies, procedures and priorities  for generating new business and your role in applying these

KA2.    Your organization’s knowledge base and how to access this

KA3.    The purpose of the CRM database and how to use this to record and extract information

KA4.     How to create and use a database of suspects

KA5.    Information from within your organization about markets and sales plans

KA6.    Your organization’s guidelines and procedures for converting suspects to new business prospects and clients

KA7.    Your organization’s sales plans and the ways in which you must contribute to these

B. Technical  

     Knowledge

You need to know and understand:

KB1.      Different markets in which your organization operates

KB2.      Market developments and competitive practices within the sector

KB3.     The range and purpose of communication modes used and how to apply these

KB4.      Different scripts used to communicate with suspects and when to use these

KB5.      The importance of taking feedback from suspects and how to record this

Skills

A.      Core Skills/ Generic Skills

 Writing Skills

You need to know and understand how to:

SA1.    Communicate with colleagues and suspects in writing

Reading Skills

You need to know and understand how to:

SA2.     Read instructions, guidelines, procedures, rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA3.     Ask for clarification and advice from line managers

SA4.     Communicate orally with colleagues and suspects

SA5.     Listen effectively and orally communicate information accurately

SA6.     Communicate with people in a positive and constructive manner

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.    Identify anomalies in data

SB2.    Make decisions on suitable courses of action

Plan and Organize

You need to know and understand how to:

SB3.     Plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB4.     Check your own work meets customer requirements

SB5.     Work effectively in a customer facing environment

SB6.     Deliver consistent and reliable service

SB7.     Build and maintain positive and effective relationships with colleagues and stakeholders

Problem Solving

You need to know and understand how to:

SB8.      Refer anomalies to the line manager

Analytical Thinking

You need to know and understand how to:

SB9.     Analyze data and activity

Critical Thinking

You need to know and understand how to:

SB10.    Apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB11.    Check your work is complete and free from errors

SB12.    Get your work checked by peers

Team Working

You need to know and understand how to:

SB13.    Work effectively in a team environment

C.      Technical Skills

You need to know and understand how to:

SC1.    Use information technology effectively, to input and/or extract data accurately

SC2.    Keep up to date with changes, procedures and practices in your role

Attachment os_attachments/SSC_N1102_V0.1.pdf
Last Review On June 23, 2015, 3:35 p.m.
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