356 Active Listening courses delivered Online

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An accredited qualification for current and prospective managers. This programme gives Team Leaders & Managers the skills, disciplines and confidence to manage their team effectively and add a great deal more value to the organisation - where they have to apply their learning in order to achieve the highly coveted ILM qualification. One of the main responsibilities of a manager is to make sure that employees are satisfied with their job and reaching their full potential. A manager who can energise his or her employees will have a team which has a much greater potential and capability of achieving company goals and objectives. It is therefore vital that a manager has the essential skills to fully support and lead their team to success. This 3-day programme brings together the key leadership skills that you will need to be an effective manager so that you can return to the workplace and deliver tangible results. All of our ILM Programmes are provided in partnership with The BCF Group, which is the ILM Approved Centre we deliver under. Course Syllabus The syllabus of the ILM Level 3 Award in Leadership and Management course is split into three main modules, covering the following: Module OneSolving Problems and Making Decisions What is a problem? How to identify a problem, its nature, scope and impact Identifying the root cause Understanding how to interpret information to solve a problem What is involved in making an informed decision? Generate ideas/solutions- creative thinking techniques How to evaluate your options Finding the critical path Having confidence to commit to a decision Planning approach Communicating the decision Implementing the plan Module TwoUnderstanding Leadership What is leadership? Recognise the differences and similarities between leadership and management Qualities and skills of a leader Action Centered Leadership - Team, Task, Individual - John Adair Varying leadership styles Evaluating a range of leadership models and their significance for: Task, Performance, Culture, Relationships Reflect on your own leadership styles and behaviours Create an action plan to enhance your performance Module ThreeUnderstanding the Communication Process in the Workplace Identify what is effective communication Understand the importance of effective communication at work Recognise the different ways we communicate Recognise possible barriers to communication and how to overcome them Johari's window - communication flows How others will perceive and interpret the information you have provided Active listening Developing questioning skills Understanding the significance of non-verbal communication and body language Developing sensory acuity and how to use it effectively in the workplace In-House & Classroom Courses Available Online We have developed an alternative to traditional face-to-face training that continues to provide a full learning experience, and allows delegates to learn effectively whilst self-isolating from home. This is how it looks: Delegates booked on Classroom and In-House courses will continue to have access to their trainer online throughout the days that the course is booked to run. Prior to a delegate's course start date, they will be enrolled on our e-learning platform (in partnership with BCF Group) for the course they are booked on to. They will also be given contact information for their trainer, and details of how to access the online workshops. Delegates will not require any special IT equipment. A desktop computer, laptop, tablet, or a mobile phone with internet and audio capability is all that is required. Delegates taking ILM Qualifications will then proceed to the book review, video review and work based assignments with 12 months tutor support as appropriate, and in line with our previous arrangements. We hope you agree that this blended learning experience represents the safest way to continue supporting our clients and delegates during the Coronavirus disruption. In-House Courses As well as being one of the most popular open courses, we can also arrange this course as an in-house programme for companies and organisations who wish to develop a number of their managers at the same time, and would find an in-house course at their own premises much more suitable. Scheduled Courses On-Demand Course - Self-paced The online course option includes a comprehensive course manual, book reviews, useful guides and personalised tutor support. You will also be able to upload assessments online and receive online feedback. Our online training option gives you 24/7 access to our learning platform for the duration of your course. The programme elements and assignments can be completed as quickly as you like, with the only time limit being that the final assignment has to be submitted to ILM within 12 months of your registration on the programme. Cost: £695 + vat Dickson Training Ltd Founded in 1985 in Yorkshire, we have built an impressive and loyal client base. Our partnerships are built by consistently delivering outstanding development solutions and working in close collaboration with our clients, resulting in us becoming a leading UK and international training provider.

Description If you like the sound of a career in sales, check out the Sales Skills for Beginners course to find out everything about gaining sales skills, you can leverage forever! The exclusive Sales Skills for Beginners course is designed for beginners to teach the essential sales skills and mindset required to succeed in sales and add value to the customer experience. In this course, you will look at the necessary sales skills needed to get you started in sales and build long-lasting client relationships with your clients. This course will share every crucial step from client targeting and acquisition to after-sales services, developing self-discipline, negotiation and problem-solving skills, including every key area that involves sales. Once you have finished the course, you will develop the right sales skills and mindset to sell to your customers successfully. What you'll learn Get a comprehensive overview of why sales skills matter both in personal and professional life. Gain the ability to build relationships with customers and persuade them to make purchases. Understand the fundamental principles of sales marketing and promotions. Develop the skills to step into unfamiliar or even uncomfortable situations with confidence. Explore quick yet effective ways to boost your product knowledge. Get plenty of expert phone sales tips and tricks. Become an expert salesperson and be able to help customers through the thought process as they investigate what to buy. Understand the real needs of the buyer, which ties to active listening and asking the right questions. Requirements No prerequisite knowledge is required No specialist software/hardware required Students need to be open to new ideas and be ready to take action Assessment: This course does not involve any MCQ test. Students need to answer assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Once the answers are submitted, the instructor will check and assess the work. Certification: After completing and passing the course successfully, you will be able to obtain an Accredited Certificate of Achievement. Certificates can be obtained either in hard copy at a cost of £39 or in PDF format at a cost of £24. Who is this Course for? Sales Skills for Beginners is certified by CPD Qualifications Standards and CiQ. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic background. Career Path After completing this course you will be able to build up accurate knowledge and skills with proper confidence to enrich yourself and brighten up your career in the relevant job market. Introduction to Keep it Simple Sales Skills Introduction FREE 00:02:00 How to use this course 00:02:00 Mindset Attitude 00:01:00 Values 00:03:00 Beliefs 00:05:00 How to Change Beliefs 00:04:00 Goals 00:00:00 Focus 00:02:00 The Extra Mile 00:03:00 Team Player 00:02:00 Accentuate the Positive 00:03:00 Be a Winner! 00:02:00 Organizational Skills Pre-call Research 00:02:00 Gaining Appointments 00:04:00 Pre-call Planning 00:04:00 Route Planning 00:04:00 Prioritizing your Time 00:02:00 Controlling the Controlable 00:03:00 Product Knowledge Know your Products 00:00:00 Features and Benefits 00:03:00 Customer Perception 00:02:00 Sales Calls Beginning Sales Calls 00:03:00 Listening & Question Listening Skills Part 1 00:07:00 Listening Skills Part 2 00:05:00 Uncovering Needs 00:05:00 Closing Sales Calls Closing a Sales Call 00:04:00 Following Up Post Call Analysis 00:05:00 Follow Up Actions 00:02:00 Onwards 00:01:00 Final Thoughts 00:01:00 Other Useful Resources Free Course Offer! 00:02:00 Certificate and Transcript Order Your Certificates and Transcripts 00:00:00

With the number of people seeking help for substance abuse in the UK increasing year on year, there is a growing need for a skilled, professional workforce ready and armed to assist in addressing the issue. People who specialise in drug and alcohol abuse can pursue a wide range of careers, from advocacy and counselling to crisis support and charity work. This Level 2 Award In Understanding the misuse of substances course will provide you with a thorough understanding of the effects addiction can have on people's lives, as well as some of the harmful stereotypes that perpetuate stigma. Through this Level 2 Award In Understanding the misuse of substances you will learn about some of the most common reasons why people abuse drugs and alcohol, as well as the signs and symptoms that a person may display when addiction and dependence take hold. You will also learn about the options available to people in these situations, as well as the national strategies in place to assist them. This Level 2 Award in Understanding Substance Misuse course combines a basic understanding of drug and alcohol misuse with an understanding of the key principles and values that should underpin the support provided to people who misuse substances. Our Level 2 Award In Understanding the misuse of substances course aims to provide learners with knowledge of substance misuse as well as an understanding of people who misuse substances. Learning Outcomes After completing this Level 2 Award In Understanding the misuse of substances course, learner will be able to: Gain in-depth knowledge about unit strengths and recommended limits for alcohol consumption Understand the physical, mental, social and emotional effects of alcohol Know about peoples' use of alcohol Know about the assumptions made about people who drink alcohol excessively Gain a thorough understanding of drug awareness Understand key principles and values for working with people who misuse substances Why Choose This Level 2 Award In Understanding the misuse of substances Course from Us Self-paced course, access available from anywhere. Easy to understand, high-quality study materials. Course developed by industry experts. MCQ quiz after each module to assess your learning. Automated and instant assessment results. 24/7 support via live chat, phone call or email. Free PDF certificate as soon as completing the course. ***Other Benefits of Level 2 Award In Understanding the misuse of substances Course *** Free One PDF Certificate Lifetime Access Free Retake Exam Tutor Support [ Note: Free PDF certificate will provide as soon as completing the Level 2 Award In Understanding the misuse of substances Course] Course Curriculum Of Level 2 Award In Understanding the misuse of substances *** Module 1: Alcohol Awareness Know about unit strengths and recommended limits for alcohol consumption Know about the physical, mental, social and emotional effects of alcohol Know about peoples' use of alcohol Know about the assumptions made about people who drink alcohol excessively Module 2: Drug Awareness Know about drug categorisation and legislation Know about drug use Know about the assumptions made about people who use drugs Module 3: Key Principles and Values for Working with People who Misuse Substances Know the importance of confidentiality when working with people who misuse substances Know the importance of boundaries when working with people who misuse substances Know the importance of empathy when working with people who misuse substances Know the importance of active listening when working with people who misuse substances >----------------< Assessment Method After completing each module of the Level 2 Award In Understanding the misuse of substances Course, you will find automated MCQ quizzes. To unlock the next module, you need to complete the quiz task and get at least 60% marks. Certification After completing the MCQ/Assignment assessment for this Level 2 Award In Understanding the misuse of substances course, you will be entitled to a Certificate of Completion from Training Tale. The certificate is in PDF format, which is completely free to download. A printed version is also available upon request. It will also be sent to you through a courier for £13.99. Who is this course for? This Level 2 Award In Understanding the misuse of substances course is beneficial to students who already work with people who have alcohol or substance abuse issues or students who are planning to in the near future. Thiscourse is also ideal for those who want to increase their knowledge about substance misuse. Requirements There are no specific requirements for this Level 2 Award In Understanding the misuse of substances course because it does not require any advanced knowledge or skills. Career path After completing this Level 2 Award In Understanding the misuse of substances course, you may be able to pursue a variety of promising career opportunities.

24 Hours Left! Don't Let the Winter Deals Slip Away - Enrol Now! Dialectical Behaviour Therapy (DBT) is a form of cognitive behavioural therapy, which incorporates mindfulness techniques. It is used to help people manage their daily life by introducing ways to reduce stress, eliminate negative thinking patterns and regulate their emotions. This Dialectical Behaviour Therapy (DBT) course is designed to provide learners with all the necessary skills and knowledge to treat a range of self-destructive behaviours, equipping them with the skills to fast-track their careers. This Certificate in Dialectical Behaviour Therapy (DBT) at QLS Level 3 course is endorsed by The Quality Licence Scheme and accredited by CPD to make your skill development & career progression more accessible than ever! Key Topics to be covered by Dialectical Behaviour Therapy (DBT): Approaches in counselling and psychotherapy The history and philosophy of DBT DBT strategies and practising mindfulness Treatment for psychological disorders The benefits and effectiveness of DBT The Dialectical Behaviour Therapy (DBT) course is broken down into several in-depth modules to provide you with the most convenient and rich learning experience possible. Upon successful completion of the Dialectical Behaviour Therapy (DBT) course, an instant e-certificate will be exhibited in your profile that you can order as proof of your skills and knowledge. Add these amazing new skills to your resume and boost your employability by simply enrolling in this course. This Dialectical Behaviour Therapy (DBT) training can help you to accomplish your ambitions and prepare you for a meaningful career. So, join us today and gear up for excellence! Learning Outcomes of Dialectical Behaviour Therapy (DBT): Understand the concept of dialectics and the central role of mindfulness Gain all the fundamental skills to become an expert dialectal behaviour therapist Broaden your knowledge of the different approaches in counselling and psychotherapy Learn about the history and philosophy of Dialectical Behaviour Therapy and how this form of therapy has evolved Demonstrate a solid understanding of DBT treatments and approaches Fast track your career with a Skillset in Dialectical Behaviour Therapy (DBT) Skills You Will Gain Counselling Communication & interpersonal Active listening Relationship-building Take a step toward a brighter future! Why prefer this course? Opportunity to earn a certificate endorsed by the Quality Licence Scheme and another certificate accredited by CPD after completing this course Get a free student ID card! (£10 postal charges will be applicable for international delivery) Innovative and engaging content. Free assessments 24/7 tutor support. *** Course Curriculum *** Here is the curriculum breakdown of the Dialectical Behaviour Therapy (DBT) course: Module 01: Introduction Module 02: What is Counselling & Psychotherapy Module 03: About Dialectical Behaviour Therapy Module 04: DBT Strategies & 'Life Skills' Module 05: Treatment by DBT Module 06: DBT for Psychological Disorders Module 07: Effectiveness of DBT Assessment Process After completing an online course module, you will be given immediate access to a specially designed MCQ test. The results will be immediately analysed, and the score will be shown for your review. The passing score for each test will be set at 60%. After passing the Certificate in Dialectical Behaviour Therapy (DBT) at QLS Level 3 exam, you will be able to request a certificate at an additional cost that has been endorsed by the Quality Licence Scheme. CPD 120 CPD hours / points Accredited by CPD Quality Standards Who is this course for? This course is ideal for: Aspiring professionals looking to develop their understanding of Dialectical Behaviour Therapy (DBT) practices, theories and principles Those who want to secure a role in this field Anyone who is interested in Dialectical Behaviour Therapy (DBT) and wants to learn more about this topic Requirements This is an introductory training course, and there are no specific entry requirements for enrolment. Career path This Dialectical Behaviour Therapy (DBT) Training course will help you to kickstart a career in the therapy industry. You may work in a wide range of professional settings such as: Dialectal behaviour therapist (average salary is £30,405 yearly) Clinical Psychologist (average salary is £46,964 yearly) Certificates CPD Accredited Certificate Digital certificate - £10 Certificate in Dialectical Behaviour Therapy (DBT) at QLS Level 3 Hard copy certificate - £89 After successfully completing the Certificate in Dialectical Behaviour Therapy (DBT) at QLS Level 3, you can order an original hardcopy certificate of achievement endorsed by the Quality Licence Scheme. The certificate will be home-delivered, with a pricing scheme of - 89 GBP inside the UK 99 GBP (including postal fees) for international delivery CPD Accredited Certificate 29 GBP for Printed Hardcopy Certificate inside the UK 39 GBP for Printed Hardcopy Certificate outside the UK (international delivery)

Empathy is one of the key building blocks of great social interactions. A lot is talked about regarding empathy, but there is very little practical support to help you to understand empathy and help you to develop your skills in empathy. Learn how to develop your empathy by understanding other people's viewpoints and perspectives to build effective, authentic relationships.

24-Hour Knowledge Knockdown! Prices Reduced Like Never Before Customers are the true kings of the modern business world. They are the rulers, the controllers of the entire market. That's why a company's progress depends on how it handles its customer service and public relations. An astounding 80% of the total businesses in the UK now see customer service as the main arena where they compete. That's where this bundle comes in, offering top-notch service and helping you exceed customer expectations while making your business stand out from the crowd. From the fundamentals of Customer Relationship Management and Public Relations strategies to the nuances of Phone-based Customer Service and KYC protocols, this bundle offers a deep insight into Customer Service Excellence. It also includes specialised training in Hospitality, Service Helpdesk, and Technical support, along with personal development courses like Assertiveness, Conflict resolution, and Effective Communication Skills. Courses Included In this CRM Training Are: Course 01: Customer Relationship Management Course 02: PR: Public Relation Course 03: Phone-Based Customer Service Course 04: Know Your Customer (KYC) Course 05: Customer Service - Representative Course 06: Customer Service & Environment Course 07: Patient Customer Service Training Course 08: Customer Service Fraud Officer Course 09: Service Helpdesk & Technical Support Course 10: Call Centre Training Course 11: Level 2 Certificate in Understanding Excellence in Customer Service for Hospitality Course 12: Assertiveness and Self Confidence Development Course 13: Win Customers Efficiently: Customer Service Diploma Course 14: Hotel Management with Hotel Receptionist and Hospitality Management Course 15: Professional Waiter Diploma Course 16: Receptionist Skills Course 17: Conflict Resolution Course 18: Decision-Making and Critical Thinking Training Course 19: Developing Interpersonal Skills Course Course 20: Effective Communication Skills Grab this amazing opportunity to gain a competitive edge in the customer service and PR sectors. Whether you're seeking to start a new career or enhance your current position, these skills are indispensable across various industries. Enrol now and take the first step towards building a better relationship with your customers by becoming a customer service and PR expert! Learning Outcomes of the CRM, PR & Phone-Based Customer Service Bundle: Master CRM strategies to enhance customer loyalty and retention. Develop effective PR skills for managing public perception and communication. Deliver exceptional phone-based customer service across industries. Understand and implement KYC procedures for customer verification. Enhance customer service skills specifically tailored for hospitality management. Improve interpersonal, decision-making, and critical thinking skills. Why Choose Our CRM, PR & Phone-Based Customer Service Bundle? Get a Free QLS Endorsed Certificate upon completion of the CRM bundle Get a Free Student ID Card with CRM Training The CRM course is Affordable and Simple to understand Lifetime Access to the CRM course materials The CRM course comes with 24/7 Tutor Support Start your learning journey straight away! Course Curriculum Course 01: Diploma in Customer Relationship Management at QLS Level 4 Module 01: Introduction to Customer Relationship Management (CRM) Module 02: CRM Fundamentals Module 03: CRM Strategies Module 04: Data Analysis in CRM Module 05: CRM Databases Module 06: Deepening Customer Relationship Module 07: Handling Customer Complaints Module 08: Future of CRM Course 02: PR: Public Relation Module 01: Introduction to Public Relations Module 02: Concepts of Public Relations Module 03: Management and Organisation of Public Relations Module 04: Public Relations Tactics and Research Module 05: Major Fields of Public Relations Practice Part I Module 06: Major Fields of Public Relations Practice Part II Module 07: Social Media and PR Module 08: Public Speaking Module 09: Power of Storytelling Module 10: Becoming an Influencer Module 11: Importance of Body Language Module 12: Implementing CSR Module 13: Performance Evaluation and Performance Reporting Module 14: Cross-Cultural Awareness Module 15: Cross-Cultural Communication Module 16: Corporate Cross-Cultural Awareness Module 17: Cultural Values Module 18: Working with and Managing a Culturally Diverse Team Module 19: Defamation Module 20: Crisis management Module 21: Media Regulatory Bodies Module 22: Ethics: Professionalism in Public Relations Module 23: Decision Making with Critical Thinking Course 03: Phone-Based Customer Service Module 01: Introduction to Customer Service Module 02: What's Different about Good Customer Service? Module 03: Customer Relationship Management Module 04: Customer Service Communication Strategies Module 05: Aspects of Phone Etiquette Module 06: Building Rapport Over the Phone Module 07: Inbound and Outbound Calls Module 08: Active Listening and Managing Tough Callers Module 09: Managing Interoffice Calls and Voicemail Module 10: Problem Solving over the Phone Module 11: Intra Organisation Dealings Module 12: Measuring Customer Service =========>>>>> And 17 More Courses <<<<<========= How will I get my Certificate? After successfully completing the course, you will be able to order your Certificates as proof of your achievement. PDF Certificate: Free (Previously it was £12.99*20 = £260) CPD Hard Copy Certificate: Free (For The Title Course: Previously it was £29.99) QLS Endorsed Hard Copy Certificate: Free (For The Title Course: Previously it was £99) CPD 310 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Anyone interested in learning more about the topic is advised to take this bundle. This bundle is ideal for: Customer service reps PR professionals Hospitality staff Call centre agents Anyone in service Requirements You will not need any prior background or expertise to enrol in this CRM bundle. Career path After completing this bundle, you are to start your career or begin the next phase of your career. Customer Relationship Manager - £30,000 to £50,000 Public Relations Officer - £25,000 to £40,000 Call Centre Manager - £28,000 to £45,000 Patient Service Specialist - £20,000 to £35,000 Hotel Receptionist/Manager - £18,000 to £30,000 Customer Service Trainer - £25,000 to £40,000 Certificates CPD Accredited Digital Certificate Digital certificate - Included Upon passing the Course, you need to order a Digital Certificate for each of the courses inside this bundle as proof of your new skills that are accredited by CPD QS for Free. Customer Relationship Management CPD Accredited Certificate Hard copy certificate - Included Please note that International students have to pay an additional £10 as a shipment fee. Diploma in Customer Relationship Management at QLS Level 4 Hard copy certificate - Included Hard copy certificate - Included Please note that International students have to pay an additional £10 as a shipment fee.

Course Overview: Step into the world of persuasive communication and unlock your sales and marketing potential with our Counselling Course - Sales and Marketing Skills Level 3. This comprehensive program is a game-changer for individuals looking to thrive in the competitive sales and marketing landscape. In today's business climate, where customer preferences and market dynamics constantly evolve, possessing advanced counselling skills is a differentiating factor that can propel your career to new heights. Research shows that professionals with effective counselling techniques achieve a remarkably 30% higher conversion rate than their peers. By honing your communication abilities, you will close more deals and establish meaningful connections with customers, fostering loyalty and repeat business. With our course, you will understand the psychology behind successful sales interactions and learn how to navigate objections, craft compelling pitches, and seal the deal with finesse. Join our Counselling Course - Sales and Marketing Skills Level 3, and position yourself as a top-performing sales professional in today's competitive market. Invest in your future success and embark on a learning journey that will revolutionise your sales and marketing career. Key Features of the Course: CPD Certification: Upon successfully completing the Counselling Course - Sales and Marketing Skills Level 3, you will receive a CPD certificate, internationally recognised as a mark of your professional development. 24/7 Learning Assistance: We understand the importance of continuous learning. That's why we offer 24/7 learning assistance, ensuring you have the support you need throughout your learning journey. Who is This Course For? This course is ideal for individuals who are already working or aspiring to work in sales and marketing roles. Whether you're a sales representative, account manager, marketing executive, or business development professional, this course will provide you with the skills and knowledge necessary to excel in your career. It is also suitable for entrepreneurs and business owners looking to enhance their sales and marketing expertise to grow their businesses. What You Will Learn: This course offers comprehensive training in sales and marketing, covering various modules to equip learners with essential skills. The first module establishes a strong foundation for successful approaches in sales and marketing. The second module focuses on effective communication and active listening, teaching learners the art of engaging with their audience. In module three, learners will learn how to prepare themselves before reaching out to potential customers. Module four explores creative openings that can capture the audience's attention in unique and captivating ways. The focus of module five is crafting compelling sales pitches that resonate with customers' needs. Module six equips learners with strategies to handle objections effectively, enabling them to address and overcome challenges during the sales process. Sealing the deal and securing long-term customer relationships is the objective of module seven. In module eight, learners will then explore post-sale strategies to nurture customer satisfaction and loyalty. Setting realistic and achievable sales targets is covered in module nine, providing learners with the tools to drive their success. Module ten emphasises the importance of data management and teaches learners how to leverage data to enhance their sales and marketing efforts. Why Enrol in This Course: By enrolling in the Counselling Course - Sales and Marketing Skills Level 3, you are choosing a top-reviewed course that has been recently updated to reflect the latest industry trends and best practices. With our comprehensive curriculum and expertly designed modules, you will develop the essential skills needed to excel in sales and marketing roles. Requirements: You only need a basic understanding of sales and marketing concepts to benefit fully from this course. A passion for learning and a desire to enhance your skills are the key prerequisites for success. Career Path: Upon completion of this course, you will be equipped for various exciting career paths in sales and marketing, including: Sales Representative - Average UK Salary: £25,000 per year Account Manager - Average UK Salary: £35,000 per year Marketing Executive - Average UK Salary: £28,000 per year Business Development Manager - Average UK Salary: £40,000 per year Sales Manager - Average UK Salary: £45,000 per year Digital Marketing Specialist - Average UK Salary: £32,000 per year Brand Manager - Average UK Salary: £38,000 per year Certification: You will receive a CPD certificate after completing the Counselling Course. The certificate demonstrates your commitment to professional development and increasing your credibility in the industry. Course Curriculum 1 sections • 12 lectures • 11:00:00 total length •Module One - Getting Started: 01:00:00 •Module Two - Understanding the Talk: 01:00:00 •Module Three - Getting Prepared to Make the Call: 01:00:00 •Module Four - Creative Openings: 01:00:00 •Module Five - Making Your Pitch: 01:00:00 •Module Six - Handling Objections: 01:00:00 •Module Seven - Sealing the Deal: 00:30:00 •Module Eight - Following Up: 01:00:00 •Module Nine - Setting Goals: 01:00:00 •Module Ten - Managing Your Data: 00:30:00 •Module Eleven - Using a Prospect Board: 01:00:00 •Module Twelve - Wrapping Up: 01:00:00

This highly practical one-day workshop has been designed specifically to help maximise sales where customers make contact by telephone. When customers contact us direct they have clearly already considered the possibility that they might buy from us, but we're still only half-way to making a sale. Unless we fully understand their needs and make it easy for them to buy, we may not secure the business. This workshop concentrates on the telephone skills and techniques needed to achieve the most positive outcome in any inbound customer call. A combination of excellent customer service skills and savvy sales awareness techniques will increase our chances of a successful outcome for both parties. The programme features the unique INBOUND model, to help remember the key principles for effective inbound telephone sales: Initial impressions Needs of the customer Bring them with you Open up the conversation Understand the triggers Narrow down the solutions Decision time! The programme also covers how to deal with difficult calls and challenging people - after all, every complaint is a sales opportunity! This programme will help participants: Create the perfect interaction with any customer making contact by telephone Make every call count Build rapport quickly in any situation Handle difficult calls and challenging people Create sustainable and profitable relationships Increase your sales conversions 1 The inbound sales process Each customer who contacts us will be at a different stage of the sales process. Some might be making general enquiries whilst others will be ready to commit, having made most of their decisions already. Sales and customer service people need to be ready to find out the stage the customer has reached before helping them to make the right decision for them 2 Engaging with the customer Having clarified where the customer is on their journey to making a purchasing decision, our next responsibility is to create and build a trusting relationship on both sides. This involves establishing rapport quickly to ease the communication process, thus enabling smooth transactions, both now and in the future 3 Questioning and listening skills for gathering information Developing these skills requires practice so that the communication becomes natural for the customer. This helps the customer to feel comfortable with us and work with us towards an effective solution. We discuss different types of question and how to use high-gain questions to uncover key information. Active listening will ensure that we can really help customers get what they need 4 Overcoming objections and excuses If we have followed the process properly and really understood the customer, then there should no further objections or barriers to completing the transaction. The reality is that there will still be the occasional issue that needs clarifying, so we need to prepare for possible objections and questions that customers might have. This includes probing objections so that we fully understand the customer's perspective before constructing suitable responses or solutions 5 Gaining commitment and ending the call Customers want to gain a solution to the issue they are facing and the sooner we can help them achieve that the better. Guiding the customer and helping them to believe in their own decision is part of our role. This section is dedicated to getting commitment all the way along the process, not just at the close 6 Dealing with difficult and challenging situations The realisation that everybody is different, with different personality types, different ways of looking at the world and different goals, is key to understanding sales. With this is mind we discuss these differences and how we adapt our approach to ease communication and maintain trust and understanding 7 Action plans Course summary and presentation of action plans

Enrol in our comprehensive customer service course suitable for beginners and experienced professionals. Learn essential skills for various roles, from representatives to managers, and advance your career in the dynamic field of customer service.