All-Access: Sales and Service
Course Titles and Descriptions
Business Writing Skills for Employees
The ability to write effectively is a skill everyone needs-no matter what your job. Even if you are called on to write only an occasional message or note, being able to express yourself clearly, accurately, and professionally in writing is an important job skill. Today’s training session is designed to review important writing techniques that can help you make your business communications more effective
Closing Sales Techniques
In the film Glengarry Glen Ross, a top salesman,played by actor Alec Baldwin, is sent to a remote office to shake up the salesforce. “ABC—Always be closing,” he tells them. Among other things.
Good advice,but not always so easy to put in practice. The problems come when the sales professional either can’t get over the psychological hump of asking for the sale, can’t drive to a close in a way that benefits the prospect, or fails to close in a way that leads to a long-term, win-win relationship between your organization and your customer.
This course teaches your sales team how to define closing, recognize and respond effectively to buying signals, use trial closes successfully, choose the right closing technique for each sales interaction, make the most of customer interactions that don’t result in a sale, avoid common closing mistakes, and follow up effectively to preserve the sales relationship.
Coaching for Superior Employee Performance: Techniques for Supervisors (Refresher)
In this course, we will learn some effective techniques you can use every day to coach your employees to higher levels of performance, which means greater success for you, your employees, and your department.
Communication Skills for Employees
This training session is going to talk about the skills required for effective communication on the job. Communication is the process by which people create and share information, and ideas with one another in order to reach mutual understanding and get work done. Effective communication in the workplace is therefore the foundation of positive and cooperative working relationships and productive, successful performance.
Conflict Resolution for Employees
This course is about conflict resolution. We all probably experienced conflict at some times. Conflict is a sharp disagreement. It generally involves the clash of ideas, interests, or personalities. During this session we’re going to show you some basic conflict resolution skills and techniques you can use to manage the conflicts in your workplace more effectively.
Connecting With Customers
To work effectively with customers and provide the kind of service that builds long-lasting relationships, customer service representatives need to connect with their customers. The objective of this online customer service training course is to focus on how to connect with customers. At the end of the training session, trainees will be able to understand the importance of connecting with customers, identify effective methods for making good connections, and communicate well to ensure successful interaction with customers.
Consultative Sales Techniques
No one likes to be sold. And that defensiveness can discourage even the most seasoned sales professional. That’s where consultative sales comes in. This session explains how to shift from a traditional sales approach to a consultative sales approach. You’ll learn how to define consultative sales, recognize the differences between consultative and traditional sales techniques, use research to fill your pipeline, emotionally connect with your prospect, make cold calls more rewarding, craft effective sales presentations, and maintain a consultative sales relationship for the long haul.
Customer Service Skills: How We Can All Improve
Without our customers, we wouldn’t be in business, and none of us would have jobs. That’s why it is important for every employee in every department of every workplace to develop a customer-oriented focus and always provide excellent service. The main objective of this online customer service training course is to teach employees ways to improve the service they provide to customers. By the time this course is over, employees should be able to recognize that we all have customers and share responsibility for customer satisfaction, understand what customers expect from them, handle customers’ problems effectively, and help improve overall customer satisfaction.
Customer Service: How to Promote Excellent Service Among Your Staff
The objective of this online training course is to prepare supervisors to train and encourage their employees to provide the highest level of service to all customers. At the end of this training session supervisors will understand what customers expect from their employees, be able to create a customer-oriented focus in their department, and train employees to deal effectively with customers’ problems, and improve overall customer satisfaction.
E-Mail Best Practices for All Employees
Today we’re going to talk about e-mail best practices. We use e-mail all the time. But do we really use it as efficiently and as effectively as we could? Maybe not. The purpose of this session is to provide you with a lot of useful information about sending and receiving e-mail that you can use to make the most of this important form of business communication.
Gaining Leads and Referrals
Make the best use of leads and referrals to build your customer base and make more sales. This course helps you and your team identify good sources of leads and referrals, take effective action to gain useful leads and referrals, evaluate leads and referrals astutely, and know when and how to contact referrals to increase sales.
Handling Customer Complaints
Effective complaint handling is one of the most important aspects of providing excellent service. The objective of this online training course is to help trainees handle customer complaints successfully. At the end of this training session trainees will be able to view customer complaints as opportunities and identify problems that prompt complaints.
Handling Objections
Improve the way you handle sales objections. This course helps users understand why customers object, recognize different types of objections, and handle objections successfully.
How to Maintain Customer Loyalty
Customers have more choices and are more demanding than ever. If they don’t get the kind of treatment they expect from one business, they can simply go to the competition. And there’s plenty of competition out there. To be successful and profitable, we have to keep satisfying our customers so that they keep coming back to do business with us. Loyal customers are the core of our business. Your job is to help build and maintain customer loyalty. Today, we’re going to talk about how you can do that and why it’s important.
How to Manage Time Wisely: A Guide for Employees
This course focuses on time management. We’re going to suggest ways you can make better use of your valuable time and accomplish more with less effort. We’ll focus on practical techniques and information that you can start using right away to gain more control over your very busy work schedule.
Identifying Customer Needs: A Guide for Sales
Want to better identify customer needs? By the time the session is over, you’ll understand the difference between needs and wants and how each affects the sale. Plus, you’ll learn how to recognize different types of needs, identify key decisions customers make during the sales process, focus your presentation to gain information about customer needs and wants, ask the right questions to uncover needs and wants, and identify those that are hidden or unmet.
Identifying Customers’ Needs
The objective of this online employment training course is help trainees identify and meet customers’ needs, an important step in creating loyal customers. At the end of this training session trainees will be able to recognize the importance of correctly identifying customers’ needs, ask the right questions to accurately identify needs, identify and take advantage of cross-selling opportunities, and present products, services, and solutions that meet customers’ needs.
Maintaining a Positive Attitude
The main objective of this online training course is to suggest ways representatives can maintain a positive attitude to improve the customer experience. At the end of this training session trainees will be able to recognize the value of a positive attitude, understand how to maintain a positive attitude, cooperate with coworkers to create positive experiences for customers, and demonstrate a positive attitude every day on the job.
Making Customers Feel Special
Everyone likes to feel special. People like to feel that others value them and think they are important. But making customers feel special involves more than just professional, courteous service. When customers enjoy doing business with you, they will return.
Motivating Employees: Tips and Tactics for Supervisors
Motivating employees to perform at their best is one of the most important parts of your job. Productive, well-trained employees who work hard to achieve goals make a company strong and successful. But there’s a lot more to motivating employees than just the occasional pat on the back. Successful motivation is a daily activity that requires the use of a combination of techniques and a variety of motivators.
Problem Solving for Employees
This session teaches employees problem-solving techniques. It goes without saying that problem solving is part of any job. Problems can’t be avoided. “Problems” are better looked at as opportunities for improvement. The problem-solving methods covered in this session can help trainees identify and resolve work problems more quickly and effectively, change employee behaviors and attitudes toward problems and, consequently, be more empowered and successful at work.
Qualifying Prospects
When you qualify prospects correctly, you close more sales and achieve ever higher sales goals. This session explains how to identify the information you need to know about prospects, prepare effectively for qualifying prospects, ask useful qualifying questions, listen effectively when qualifying prospects, understand the consequences of failing to qualify prospects properly and identify key issues in the qualifying process.
Recruiting: A Model for Targeting Top Talent
In this course, we will learn the elements of a successful recruiting model, detailing each step, from identifying employment needs to making an offer. If you follow this model, you will be able to attract top talent and determine the best fit for your organization.
Setting Sales Goals
Effective sales goals can enhance the success of any salesperson. This course explains the purpose of sales goals and how to plan efficiently to achieve them. You and your team will learn how to set effective goals for sales calls, allocate resources efficiently to maximize goal achievement, and set challenging but appropriate goals to grow your sales career.
Stress Management
“Stress can be harmful to our health and increase mental health challenges. Mental health challenges can include clinical mental illness and substance use disorders as well as other emotions like stress, grief, or feeling sad and anxious. Fortunately, there are steps you can take to manage stress, as well as improve mental health and well-being. This session is intended for all employees.
Teambuilding for Employees
Teams can be an extremely effective way to get important work done. Teamwork boosts productivity, improves quality, ensures greater safety, and makes companies more profitable and competitive. That’s why team building is a topic everyone should know something about.
At the completion of this module, the participant will be able to:
- Understand how you can build strong, effective teams in your organization
Telephone Etiquette
The main objective of this session is to help you learn about telephone etiquette. By the time the session is over, you should be able to understand why telephone etiquette is important in your job; project a professional image on the phone when you make and receive calls; handle holds, transfers, and voice mail effectively; deal properly with difficult callers; and conclude calls successfully.
Telephone Sales Techniques: Cold Calls and Prospecting
Cold calling is one of the sales professional’s toughest tasks. This course helps you master the cold call, develop prospect interest in your product or service, cut to the chase to overcome objections, apply research results, use a script for cold calls, effectively modulate and articulate your voice to achieve better results, handle rejection that comes with cold calling, and follow up successfully.
The Art of Listening for Enhanced Communication
The main objective of this session is to help you improve your listening skills. By the time the session is over, you should be able to understand the importance of listening; improve listening skills; use skills to listen more effectively on the job; and become more successful as a result of all you learn from listening.
Turning Satisfied Customers into Repeat Customers
Repeat customers are the core of most businesses. Customer service representatives are a key ingredient in turning satisfied customers into repeat customers by the quality of the service they provide. The objective of this online customer service training course is to emphasize the importance of repeat customers and offer ways to build long-lasting relationships with clients. At the end of this course, trainees will be able to define repeat customers, identify what makes them come back, understand their importance, and employ strategies that turn satisfied customers into repeat customers.
Understanding Product Features and Benefits
Features and benefits (FAB)—pretty easy, right? Well, there’s a lot adding sizzle to the steak. This course helps you understand the relationship between features and benefits, identify the differences between features and benefits, and understand how to sell effectively using FAB sales technique.
Upselling
Everyone has their comfort zone. More established products are easy to sell, and pitching new or unfamiliar products will take a sales professional out of that comfort zone. Yet, after selling base products, new opportunities for profit exist at the next level. Established customers can serve as the perfect proving ground for new products and services. Who’s easier to reach, the new customer or the ones with whom you’ve already cultivated a trusting relationship?
Don’t leave money on the table when you learn how to crosssell and upsell. This course explains the essentials of delivering incremental revenue, including how to recognize why upselling is important, get more value out of existing sales relationships, use incentives, identify upselling strategies, upsell effectively, and understand the risks of upselling.
