Regulation Concerning Vocational Training As A Merchant For Dialog Marketing / Clerk For Dialogue Marketing

Original Language Title: Verordnung über die Berufsausbildung zum Kaufmann für Dialogmarketing/zur Kauffrau für Dialogmarketing

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Regulation on vocational training for the businessman for dialogue marketing/for dialogue marketing

Non-official table of contents

DialogmKfAusbV

Date of release: 23.05.2006

Full quote:

" Regulation on vocational training as a businessman for dialogue marketing/to the dialogue marketing clerk of the 23. May 2006 (BGBl. I p. 1228) " This

is a training order within the meaning of § 4 of the Vocational Training Act. The training regulations and the coordinated framework curriculum for the vocational school, agreed by the Standing Conference of the Ministers of Education and Cultural Affairs of the Länder in the Federal Republic of Germany, will soon be published as a supplement to the Federal Gazette.

Footnote

(+ + + Text evidence from: 1.8.2006 + + +)

unofficial table of contents

Inbox formula

Based on § 4 paragraph 1 in Connection with § 5 of the Vocational Training Act of 23. March 2005 (BGBl. 931) and § 1 of the Law on Jurisdiction Adjustment of 16. August 2002 (BGBl. 3165), as well as the organization of the 22. November 2005 (BGBl. 3197), the Federal Ministry of Economics and Technology, in agreement with the Federal Ministry of Education and Research, arranges: Non-official Table of contents

§ 1 State Recognition of the Professional Training profession

The training profession Kaufmann for dialogue marketing/Kauffrau for dialogue marketing is recognized by the state. Non-official table of contents

§ 2 Training period

The training lasts three years. Non-official table of contents

§ 3 Objective of vocational training

The skills, knowledge and skills referred to in this Regulation shall be: The trainees are taught that the trainees are empowered to pursue a qualified professional activity within the meaning of Article 1 (3) of the Vocational Training Act, which includes, in particular, self-employed planning, carrying out and controlling. This qualification must also be proven in the examinations according to § § 8 and 9. Non-official table of contents

§ 4 Training professional image

The subject of vocational training shall be at least the following skills, knowledge and Capabilities:
1.
The training operation:
1.1
Position, Legal Form and Structure,
1.2
Vocational Training, Work, Social and Collective Bargaining Rules,
1.3
Safety and health at work,
1.4
Environmental Protection;
2.
Service Offering;
3.
Work organization, cooperation, teamwork;
4.
Operational process organization, quality assurance Actions;
5.
Dialog Processes:
5.1
Language and Written Communication,
5.2
Customer Care,
5.3
Customer Binding,
5.4
Customer Profit;
6.
Information and Communication Systems:
6.1
Software, Networks, and Services,
6.2
Databases, Privacy, and Data Security;
7.
Projects:
7.1
Project Preparation,
7.2
Project Implementation,
7.3
Project Controlling;
8.
Personnel;
9.
Commercial control and control:
9.1
Cost and Performance Accounting,
9.2
Controlling;
10.
Quality assurance in order execution;
11.
Sales and Marketing:
11.1
offer creation and sale,
11.2
Services marketing.
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§ 5 Training Framework Plan

The skills, knowledge and skills according to § 4 are to be based on the skills, knowledge and skills required in Appendixes 1 and 2 provide guidance on the factual and temporal structure of vocational training (training framework plan). A material and time breakdown of the content of the training which deviates from the training framework plan is particularly permissible, insofar as special operational features require the deviation. Non-official table of contents

§ 6 Training plan

The trainees have a training plan for the apprentices on the basis of the training framework plan. Create a training plan. Non-official table of contents

§ 7 Written evidence of formal training

The trainees have a written proof of education. They should be given the opportunity to carry out the written evidence of formal qualifications during the training period. The trainees have to check the written proof of training on a regular basis. Non-official table of contents

§ 8 Intermediate examination

(1) An intermediate examination is to be carried out in order to determine the level of training. It is to take place at the beginning of the second year of training.(2) The intermediate examination shall cover the skills, knowledge and skills referred to in Annexes 1 and 2 for the first year of training and the teaching material to be provided in the course of the vocational education and training course, insofar as it is applicable to vocational training is essential.(3) The intermediate examination must be carried out in writing in no more than 120 minutes. The purpose of the test piece is to process practical tasks or cases from the following areas:
1.
Services in Dialog Marketing,
2.
Communication Processes,
3.
Work and task design,
4.
Economic and social studies.
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§ 9 final examination

(1) The final examination extends to the skills listed in Appendix 1, knowledge and skills, as well as to the teaching material to be taught in the vocational education and training course, to the extent that it is essential for vocational training.(2) The final examination consists of the examination areas:
1.
Design and Sales of Services,
2.
Project Management in Dialog Marketing,
3.
Economic and Social studies,
4.
Case-related expert discussion.
The examination is written in the examination areas according to points 1 to 3 in writing and in the examination area according to the number 4 orally.(3) The requirements in the examination areas are:
1.
in the examination area Design and distribution of Services: In a maximum of 90 minutes, the examinee shall be responsible for practice-related tasks or cases, in particular in the areas of
a)
Offering and selling services,
b)
Core Processes in Dialog Marketing
and Show that they use the instruments and techniques of customer service, customer loyalty and customer acquisition, and that they design and market the services of the dialog marketing industry in a targeted fashion, as well as the legal framework conditions ;
2.
in the examination area Project management in dialogue marketing: In not more than 150 minutes, the examinee is to perform practice-related tasks or cases in particular from
a)
Project Wining,
b)
Resource Control,
c)
Quality-assurance measures,
d)
Business Control
, showing how to organize, coordinate, and manage projects from a commercial point of view, technology and personnel deployment plan, plan project plans and objectives in a quality-oriented way, prepare key figures for the dialog marketing industry and evaluate them. It should also show that it can take account of safety and health protection at work and environmental protection;
3.
in the examination area Economic and Social studies: In a maximum of 60 minutes, the examinee is to process practical tasks or cases, showing that he can represent general economic and social relationships between the working world and the working world;
4.
in the examination area Case-related expert discussion: The examinee is to show, in the course of a technical interview, on the basis of one of two practice-related tasks assigned to him, that he Systematically conduct discussions with clients, communicate in a targeted manner, and apply discussion guidance techniques in a situation-related manner. In addition, he is to prove that he can analyze tasks, identify target positions, take into account aspects of marketing and explain business-related issues. In the case of the task, the main focus of the training operation must be taken into account. The examinee shall be given a preparatory period of not more than 15 minutes for the task he has chosen. The expert discussion shall not exceed the duration of 30 minutes.
(4) The examination achievements in up to two written examination areas with "deficient" and in the other written examination areas with at least "sufficient" , at the request of the test body or at the discretion of the examination board in one of the examination areas rated "deficient", the written examination shall be supplemented by an oral examination of approximately 15 minutes if this is done for the The test may be the result of the test. The examination area shall be determined by the examinee. In determining the result for this examination area, the results of the written work and of the oral supplementary examination in the ratio of 2: 1 shall be weighted.(5) In determining the overall result, the examination area project management in dialogue marketing has double the weight compared to any other examination area.(6) In order to pass the final examination, at least sufficient examination achievements must be provided in the overall result and in at least three of the examination areas referred to in paragraph 2 (1) to (4). If the examination results are rated "insufficiently" in an examination area, the examination has not been passed. Non-official table of contents

§ 10 Continuation of vocational education and training

Vocational training in the training profession Servicefachkraft für Dialogmarketing can in the training profession Kaufmann für Dialogmarketing/Kauffrau für Dialogmarketing will continue according to the regulations for the third training year. Non-official table of contents

§ 11 Entry into force

This regulation occurs on the 1. August 2006, in force. Non-official table of contents

Appendix 1 (to § 5)
Training framework plan for vocational training as a businessman for dialog marketing/for clerk for Dialogue Marketing-Sachliche Outline-

(Fundstelle: BGBl. I 2006, 1231-1235)
Lfd. No. part of the training professional image skills to be mediated, knowledge and skills
1 2 3
1 The training operation
(§ 4 No. 1)
1.1 Position, legal form and structure
(§ 4 No. 1.1)
a)
Business fields of the training company and its position on the market describing
b)
explaining the structure and the structure of the training and the responsibilities in the training establishment
c)
The legal form of the training enterprise
d)
Cooperation of the training establishment with Economic organizations, public authorities, trade unions and professional representatives describe
1.2 Vocational training, labour, social and collective law provisions
(§ 4 No. 1.2)
a)
determine rights and obligations under the training contract and tasks of those involved in the dual system
b)
Compare the company training plan with the training order
c)
Describe positions of your own account calculation
d)
work-, Social and co-determination regulations as well as tariff and working time regulations applicable to the training establishment
e)
essential contents and components of a contract of employment
f)
justify lifelong learning for professional and personal development; represent career advancement and development
1.3 Safety and health at work
(§ 4 No. 1.3)
a)
detect health and safety hazards at work and take action to avoid them
b)
occupational health and accident prevention regulations apply
c)
describe behaviour in case of accidents and initiate first measures
d)
Apply preventive fire protection regulations; describe behaviour in fires and measures to combat firefighting
1.4 Environmental protection
(§ 4 no. 1.4)
contribute to the avoidance of operational environmental pressures in the occupational impact area, in particular
a)
possible environmental pressures due to the training operation and its contribution Explain how to protect the environment
b)
Apply environmental protection regulations to the training establishment
c)
Opportunities for economic and environmental energy use and use of materials use
d)
Avoid waste; feed materials and materials to environmentally friendly disposal
2 Service Offering
(§ 4 No. 2)
a)
The importance and function of dialog marketing in the overall economic How to relate
b)
distinguish services from the dialog marketing industry
c)
represent the capabilities of the training
3 Labor organization, cooperation, teamwork
(§ 4 No. 3)
a)
Considering decision-making processes and information paths in training operation and collaboration between functional areas
b)
Collating work orders that structure your own work, Working with stakeholders
c)
cooperating with internal and external partners, scheduling, preparing, and performing meetings
d)
Schedule and monitor appointments, required for schedule deviations Take action
e)
use work and organization tools as well as learning and working techniques
f)
design your own workplace, ergonomic rules at work, and protective rules for Screen workplaces and recommendations, in particular the professional cooperatives, for jobs in call centres
g)
Measures to improve work organisation and workplace design in its own working area Propose
h)
Edit tasks in a team
i)
support new employees on incorporation
j)
Avoid conflicts and contribute to conflict
4 Operating process organization, quality-assurance measures
(§ 4 No. 4)
a)
categorizing dialog-oriented organizational units into the value chain
b)
In order processing and information propagation, consider interfaces, if problems take action
c)
Customize work flows to changing requirements
d)
Analyze, evaluate, and solve process flow problems
e)
Relationship between process quality and Consider customer satisfaction
f)
implement quality assurance
5 Dialog Processes
(§ 4 No. 5)
5.1 Language and written communication
(§ 4 no.5.1)
a)
Text targeted and the
b)
use rhetorical means
c)
consider language behavior and customer type in conversation
d)
Call guidance techniques
e)
Accept and forward conversations in a foreign language as well
f)
perform inbound and outbound conversations
g)
Take action to create a voice
h)
Actions of stress
5.2 Customer Care
(§ 4 No. 5.2)
a)
Analyze and edit customer requests
b)
Collect and retrieve customer and order data during the conversation
c)
Preferences of the Contracting
5.3 Customer Binding
(§ 4 No. 5.3)
a)
Perform product or service-related deliberations
b)
Perform satisfaction surveys
c)
Hold talks after dismissals
d)
dispose of delivery and payment dates, review customer's creditworthiness
e)
Edit complaints and complaints, complaint management as an instrument for customer retention using
f)
Apply customer binding
5.4 Customer acquisition
(§ 4 No. 5.4)
a)
acquire new customers
b)
identify customer needs
c)
products or services sell, conclude contracts on behalf of the client, comply with legislation
d)
offer other and higher quality products or services
6 Information and communication systems
(§ 4 No. 6)
6.1 Software, networks and services
(§ 4 No. 6.1)
a)
Use communications assets
b)
Apply operating systems, standard software, and operating software
c)
Information networks and services
d)
distinguish industry-specific communication systems by performance, application areas, and cost-effectiveness
e)
Use foreign-language sources of information
f)
communication tariffs and -Compare costs
6.2 databases, data protection and Data security
(§ 4 No. 6.2)
a)
explain the structure of a relational database
b)
use databases
c)
enter data, maintain and backup
d)
Justify the need for data backup, apply legal and operational rules on data protection
e)
explain the need to protect against damage-based programs, safeguard measures
7 Projects
(§ 4 No. 7)
7.1 Project Preparation
(§ 4 No. 7.1)
a)
derive project plans from project goals
b)
develop sub-tasks
c)
information and Set up and use communication structures for project work
d)
Develop project discussion
7.2 Project execution
(§ 4 No. 7.2)
a)
Transform expiration plans
b)
Project tasks coordinate with stakeholders
c)
Report operational deviations in the project flow, participate in the development of solution alternatives
d)
Project runs to change requests from clients customizing
e)
leading working time accounts
7.3 Project controlling
(§ 4 No. 7.3)
a)
document project runs and results
b)
Collect metrics of projects, for order accounting prepare and forward
c)
Create project statistics
d)
Identify and capture costs
e)
participate in the completion report
8 Personal
(§ 4 No. 8)
a)
on the Work with personnel planning and team building
b)
participate in personnel procurement activities, run candidate pre-selection
c)
introduce new employees
d)
Planning your personnel to work in a job-oriented way, with a view to In particular, consider working time regulations and employee needs, create shift plans
e)
use motivation tools, develop suggestions for incentive models
f)
proposals for Develop training and further education concepts, organize employee training, carry out employee briefing
9 Sales control and control
(§ 4 no. 9)
9.1 cost and performance bill
(§ 4 No. 9.1)
a)
Accounting as
b)
Monitor costs
c)
Calculate services
d)
Cost and earnings of services provided and assess
e)
Create performance
9.2 Controlling
(§ 4 No. 9.2)
a)
Apply operational planning, control and control instruments, identifying industry-specific indicators, and Prepare
b)
Evaluate statistics, prepare decisions, create reports
10 Quality assurance of order execution
(§ 4 No. 10)
a)
Organize, perform, and evaluate quality-assurance measures as well as for the client
b)
Monitoring project runs and back-coupling with employees and customers, taking into account complaints, optimizing project processes, conclusions for new projects
11 Sales and Marketing
(§ 4 No. 11)
11.1 offer creation and sale
(§ 4 no. 11.1)
a)
Watch the dialog marketing market, evaluate and use information
b)
Services and Compare the conditions of competitors
c)
Develop proposals to design and improve the service offering
d)
Identify client requests
e)
Offered by the customer create
f)
prepare contracts and prepare contracts
g)
comply with legal requirements and apply general terms and
11.2 Marketing services
(§ 4 No. 11.2)
a)
provide information about services, offer and present services, also in a foreign language
b)
Develop project concepts
c)
Develop sales arguments for service offerings
d)
Note the client briefing
e)
in the planning of sales promotions Take action, implement sales
unofficial table of contents

Appendix 2 (to § 5)
Training framework plan for vocational training as a businessman for dialogue marketing/for dialogue marketing-Time breakdown-

(Fundstelle: BGBl. I 2006, 1236-1237)
First Training year
(1) In a total of three to five months, the skills, knowledge and skills of the vocational education and training positions are focused on the following: style="font-weight:normal; font-style:normal; text-decoration:none; ">
1.1
Position, Legal Form, and Structure,
1.2
VET, labor, social and collective bargaining regulations, learning objectives a to d,
1.3
security and Health at work,
1.4
Environmental protection,
2.
Service Offering,
5.1
Language and Written Communication,
6.1
Software, networks and services, learning goals a and b,
to convey.(2) In a total period of three to five months, the skills, knowledge and skills of the vocational training positions shall be focused on
3.
Work organization, collaboration, teamwork, learning goals e and f,
5.2
Customer Care,
6.1
Software, Networks and Services, Learning Goal c,
6.2
Databases, Data Protection and Data Security, Learning Objectives b and c,
.(3) In a total period of three to five months, the skills, knowledge and skills of vocational training positions are focused on
3.
Work organization, collaboration, teamwork, learning goals a and b,
5.3
customer retention,
6.2
communicating databases, privacy, and data security, learning goals d, and e,
.
Second training year
(1) During a period of time from a total of three to five months, the skills, knowledge and skills of vocational training positions are focused on
5.4
Customer acquisition,
6.1
Software, Networks and Services, Learning Goals d to f,
6.2
Databases, Privacy and Data Security, Learning Target a,
.(2) In a period of a total of two to four months, the skills, knowledge and skills of vocational training positions shall be focused on
1.2
VET, labor, social and collective bargaining regulations, learning goals e and f,
3.
Work organization, cooperation, teamwork, learning goals g to j,
4.
Operational process organization, quality assurance measures
.(3) In a period of a total of four to six months, the skills, knowledge and skills of vocational training positions are focused on
3.
Work organization, collaboration, teamwork, learning goals c and d,
7.1
Project Preparation,
7.2
Project Implementation,
7.3
Project Controlling,
9.1
Cost and Performance Accounting, Learning Goal a,
to mediate.
Third Training year
(1) In a total of three to five months, the skills, knowledge and skills of the vocational education and training position are focused on
8.
Personal
to mediate.(2) In a total period of three to five months, the skills, knowledge and skills of vocational training positions are focused on
9.1
cost and performance accounting, learning goals b to e,
9.2
controlling,
10.
Quality assurance of order execution
to convey and in connection with this the teaching of the skills, knowledge and skills of the job picture position
4.
Operational process organization, quality assurance measures, learning target d,
to be deepened.(3) In a total period of three to five months, the skills, knowledge and skills of vocational training positions shall be focused on
11.1
Offer creation and sale,
11.2
Services Marketing
to mediate and in the Related to the teaching of the skills, knowledge and skills of the vocational training position
5.4
Customer acquisition, learning goal c,
to deepen.