2533 Courses delivered Online

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F's. Learning Objectives Summarize a formula for improving customer satisfaction, Apply suggestions to manage product and process expectations, Identify the 6 F's for exceeding customer expectations, Describe how to manage expectations through communication standards Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Learn enough facts about a buyer's current status to advance the conversation purposefully. Discover how to ask relevant questions about necessary information designed to keep the prospect talking for the sake of conversation. Understand how to mix open and close ended questions but ask close-ended questions which are likely to be answered with a 'yes'. Learning Objectives Apply guidelines for asking Status Questions, Demonstrate how to ask three types of status questions Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The most important qualifier is to help prospects recognize a buying need. Utilize the three objectives for developing interest and uncover dissatisfaction by asking questions. We will help you to ask the right questions Develop dissatisfaction by asking questions that explore the impact of problems on a prospect's current situation. Learning Objectives Describe objectives for developing buyer interest, Explain how to uncover dissatisfaction, Set criteria for call objectives, Control the focus of dissatisfaction Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand why concentration, curiosity and clarity is so important in communication. Understand the many pitfalls and benefits to listening. The bottom line is that it builds effective relationships-the heart of earning and keeping customers. Use listening to increase understanding in any situation you experience. Learning Objectives The following are some of the key outcomes in this course: Assess your listening skills Test your listening and interpretations skills Describe the benefits of effective listening Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

The most important communication behavior is being able to communicate in an open, safe, and supportive culture. High performance teams use a wide variety of effective communication skills, the bottom line is to be understood. We will show you how to practice the three R's - be reliable, responsible, and reasonable. Understand how to maintain optimal levels of communication awareness. Learning Objectives Explain common team communication challenges. Implement 20 communication traits of effective team members Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Resiliency is the capacity to deal with change and continue to adapt or develop. Emotional resilience is determined partly qualities you're born with. With a little effort however, resiliency can be strengthened over time by anyone. Discover the characteristics of resilient people and how to ensure you don't only use resiliency in times of adversity. Learning Objectives Provide examples of resilient people, Answer questions about building resiliency, Develop resiliency as a way of life Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the difference between trends and fads and we will guide you how to identify fourteen consumer trends. Discover four trends that your business can satisfy and promote to stay ahead of the curve and how to offer trend advice for your buyers to position yourself as the go-to person for industry advice. Learning Objectives Explain the difference between trends and fads, Describe how to become an industry trend resource for your clients Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand how to use trustworthiness and expertise to inspire belief with those people around you. Discover ways to build credibility and playing devil's advocate against your case. Understand how to restore lost credibility using tools such as apologizing, explaining and recovering with a plan. Learning Objectives Explain why credibility is the core of influence and its two dimensions, Apply seven ways to build credibility to increase your influence, Implement three steps to restore damaged credibility Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

We will help you discover on-going strategies for promotability and looking for fast-track options. Understand the four stage of a career path and plan for career detours such as recessions, millennial competition and late retirements. Understand the value and importance of packaging yourself for promotion with a career portfolio. Learning Objectives Apply on-going strategies for becoming promotable, Build awareness of five possible career detours or paths, Package your skills for promotion Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

We will show you how to engage audiences throughout your presentation by being interactive and keeping it conversational. Understand how to keep your verbal, vocal, and visual messages congruent to increase likeability, believability, credibility, and persuasiveness. Be prepared and think through the presentation from start to finish and anticipate any problems. Learning Objectives Define the new language in sales persuasion, Identify the three V's of communication, Select objectives for your presentation, Analyze your audience Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams