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In the fast-changing world of business, and especially IT, everyone in the organisation should be involved in sales. One of the best ways is to give the customer an outstanding experience. The customer experience is the competitive battlefield of today. Sales may be won or lost here. You can either close a sale for a quick buck, or open a long-term relationship to create a high lifetime value customer. By developing excellent communication skills, rapport and, most of all, a desire to serve and listen to the needs of the customer to the best of their ability, both sales teams and other IT professionals will create trust, nurture relationships and develop awareness of other opportunities with the customer. By the end of this course, participants will be able to: Understand the power of a positive customer experience in developing sales opportunities Recognise and develop a sales opportunity when it arises Engage with customers and develop rapport and trust Use verbal and non-verbal communication skills and pick up on signals Ask powerful questions - and listen to the answers Create 'magic moments' for the customer Turn a complaint into an opportunity Know when to ask for referrals and testimonials Pass on leads to the relevant people 1 Introduction Aims and objectives Beliefs about sales 2 Building rapport First impressions Short cuts to rapport Finding common interests 3 Selling or serving? Managing emotions and behaviour - Transactional Analysis Moments of truth - creating 'magic moments' Speed sells - the follow-up 4 Meetings Planning a successful meeting Pre-meeting connection and assistance Sales meeting failure reasons Right v wrong mindset 5 Communication - verbal and non-verbal The 3 Vs - Visual, Verbal, Vocal Picking up on signals 7 power questions Questioning techniques LISTEN - 3 types of listening skills 6 Influencing 6 levels of influence Framing to change perspectives Turning complaints into opportunities 7 Referrals The power of referrals How and when to ask for a referral 5 steps from rapport to referral 8 Presentation and pitching (optional session) Basic presentation structure and delivery Creating powerful impressions Creating a 60-second pitch The elevator 10-second pitch - answering 'What do you do?' Sales presentations Emotion v Intellect - how to engage Using visuals

In today's fast-moving competitive environment, sales are often made or lost on the strength of a telephone conversation or a brief email. This means that not only is customer service everyone's responsibility - so is sales. Customer service staff are failing the customer if they don't think about sales. And sales staff are failing customers if they don't think about service. And anyone failing a customer is failing both themselves and their employer. Too often, customer service staff feel neither capable nor empowered to recognise or capitalise upon a sales opportunity. Too often, sales people pursue the short-term opportunity at the expense of the bigger picture. The good news is - it doesn't have to be this way! Sales and customer service skills can be acquired, developed and polished just like any other skill. This tried-and-tested programme shows you how to do it. As a result of this course, participants will be able to: Take control of a customer conversation, with confidence Refresh and polish their customer service and sales performance Recognise and develop a sales opportunity Engage the customer and build rapport Identify a customer's needs Match the customer's needs to the organisation's products or services Handle objections confidently Ask for the order At the end of the workshop each participant will have developed their own action plan for developing and using their skills in the workplace. 1 Introduction Course overview, objectives and introductions 2 Serving or selling? Feelings and attitudes - How we can affect the outcome by our feelings and behaviour What is selling? - Selling is helping people to buy, identifying the opportunities that exist within the conversation to develop the customer's interest in our products or services 3 Developing the right skills Communication- The impact of body language, voice tone and words- How to make the best impression on the customer and create a 'buying environment' Rapport-building- What makes a good working relationship?- What do customers look for when they call us?- How can we match their expectations in terms of our own interpersonal skills? Relating to different types of people by identifying and matching their communication style on the telephone 4 Making it easy for the customer Starting it right- Opening the conversation positively- Building rapport- How to develop interest in our products or services Gaining and clarifying information- Questioning skills and questioning style- What do we need to know from the customer?- How can we use that information in the conversation? Active listening- The most under-rated skill of all- Picking up on the 'Golden Moments' when a customer shows they may be interested Presenting information confidently- Knowing the benefits of our products or services- How to tell the customer what they need to know in order to enable them to buy Closing on a positive note- When and how to ask for commitment Dealing with the customer's objections and concerns in a positive manner 5 Course summary and action plans Review of main learning points Presentation of personal action plans

When staff are new to sales it can seem daunting, especially when they have targets to meet. If the staff you need to promote your products and services get it wrong then it can knock their confidence and negatively impact how your customers see you as an organisation. This programme provides staff with the basic skills they need to sell. This course will help participants: Profile customers Research and identify potential new customers Use the consultative sales process Build effective rapport with customers Identify customer needs through effective questioning and listening Position products and services effectively Close the sale or gain commitment to further action Manage their customer portfolio to maximise sales 1 Introduction Aims and objectives of the training Personal introductions and objectives Self-assessment of existing sales skills Overview of content 2 Knowing your customers Who are your customers, and what do they want from you? What are your strengths, compared to your competitors? Who are your new potential customers? How do you communicate with new customers? What do you need to know about your customers before you start to sell? Making the initial approach Planning your pipeline - keeping the customers coming 3 The four-step sales process Overview of the consultative sales process Key benefits of using the consultative sales process Focusing on behaviours not targets The behaviours of a good salesperson Common pitfalls and mistakes Personal strengths and weaknesses 4 Building rapport First impressions - Mehrabian theory of communication Short cuts to building rapport Looking out for clues as to how the customer is thinking Looping back to keep the conversation flowing Acknowledging past communication Dealing with emotions such as anger Setting the agenda to keep control Getting past gatekeepers 5 Questioning and listening How to ask open questions to uncover information Left brain questions When closed question can be useful What stops us listening? The four levels of listening How to develop your listening skills 6 Presenting products and services to customers When to present Using benefits not features Making it personal Using reciprocity The tendency towards the middle Using consistency 7 Gaining commitment Testing the water Dealing with objections using ACLEO Asking for the business Getting referrals Ending with a personalised close Following-up 8 Managing your customer pipeline Spotting opportunities for cross-sales Managing your portfolio Maximising sales proactively Review meetings Customer satisfaction measures and surveys Mystery shopping 9 Putting it all together Skills practice Personal learning summary and action plans

This 2-day workshop is offered with an internal and external focus. Day 1 will focus on building your internal network and relationships by focusing on your personal network, your brand, influencing skills and perceptions. Day 2 focuses on your external relationships with suppliers, patient groups etc. This will focus on assertiveness, outcome rather than relationship focus, and influencing and negotiating skills. DAY ONE 1 Can you succeed by yourself? 2 Relationship awareness theory 3 The Strengths Deployment Inventory / Your FACET5 profile 4 Building rapport 5 Influencing power bases 6 Active listening 7 Building your personal internal network 8 Perceptions 9 Your brand DAY TWO 3 Preparing for conflict 2 The negotiation conversation 1 Your stakeholders and what they want from you 4 Influencing others 5 Your communication approaches for success 6 Emotional Intelligence 7 The trust model 8 Knowing your outcomes

The Arts Management course is the best way for you to gain deep insight and knowledge of this topic. You will learn from industry experts and obtain an entrusted certificate after completing the course. This course is designed with the utmost attention and thorough research. Arts Management course is endorsed by the Quality Licence Scheme, ensuring your newly acquired skills will enhance your professional development. Add this course to your basket and creativity to your business skills today. The CPD Certification Service (CPD UK) assure the Arts Management course training and learning activities are relevant, reliable, and up to date. Learning outcomes: Deal with the discipline of arts management combines the tools of business like management, marketing, planning Prepare effective plans, strategies, and tools for fundraising for industrial organisations. Practice leadership management in the arts. Leverage entrepreneurial skills in the arts. Have a good understanding of legal issues related to the arts management. Key Features: Quality Licence Scheme endorsed CPD Certification Service Accredited Lifetime Access & 24/7 Support Self-paced course modules Arts Management Course Curriculum: Module 01: Introduction Module 02: Planning in Arts Management Module 03: Financial Management in Arts Module 04: Fundraising in Arts Management Module 05: Marketing in Arts Management Module 06: Organisational Perspectives Module 07: Leadership and Entrepreneurship Module 08: Arts Management Cultural Policy Module 09: Globalisation and Internationalisation in Arts Management Module 10: Career in Arts Management Method of Assessment MCQ Based Passing Marks 60% Instant Assessment and Feedback CPD 120 CPD hours / points Accredited by The CPD Certification Service Who is this course for? Arts Management course is ideal for- Artistic Director Arts Manager Executive Director Exhibition Planner Gallery Manager Requirements Anyone from any background can enrol in Arts management course. Career path By finishing Arts Management course, you will be able to demonstrate your ability to manage art and will get a major edge in finding exciting jobs, such as - Art Teacher Art Therapist Museum Curator Events Executive In the United Kingdom, the general yearly income for these career opportunities is between £15,000 and £60,000. Certificates Certificate of completion Digital certificate - £9 Certificate of completion Hard copy certificate - £15 Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25 Certificate of completion Hard copy certificate - £89 QLS Endorsed Certificate Hardcopy of this certificate of achievement endorsed by the Quality Licence Scheme can be ordered and received straight to your home by post, by paying - Within the UK: £89 International: £89 + £10 (postal charge) = £99 CPD Certification Service Accredited Certification Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25

Do you want to improve your career prospects in Health and Care? One Education brings a range of high-quality Health and Care courses that are ideal for you, whether you're a beginner or aspire for higher roles in research, leadership, and education. This Personal Protective Equipment (PPE) - CPD Certified Course is excellent for improving your knowledge, skill set and competencies in relevant areas of Health and Care. Learning Outcomes of the Personal Protective Equipment (PPE) - CPD Certified Training: Understand the importance and role of PPE in the workplace Examine different types of PPE that protect specific parts of the body Discover hazards and choosing the right PPE for work activities Learn how to maintain, store, and clean essential PPE at work Recognise the awareness of UK PPE legislation and changes made due to Brexit The course is developed after thorough research and expertise from seasoned professionals. Having prior learning is extremely helpful if you aim to enter the Health and Care sector as a beginner. Why choose CPD Certification Service Accredited (CPD UK) course? World's leading and largest independent CPD accreditation institution Pioneering CPD quality standards since 1996 Over 20 thousand registered CPD Providers and Courses With 25 years experience providing industry-leading CPD certification service and support Take a step towards reaching your true potential by enrolling in this Personal Protective Equipment (PPE) - CPD Certified Training! Learn the importance of the maintenance and use of essential items in the workplace with this Personal Protective Equipment (PPE) course. PPE is a vital part of many jobs and in a wide range of business sectors. From working at heights to protecting your eyes, there will always be a specific item that should be offered to anyone performing their duties. With the help of this course, you will be made fully aware of each type of PPE. To accomplish this, you will learn about items of PPE that protect from impact, exposure, and extreme temperatures, as well as methods for assessing risk and choosing the right protective items. In addition to this, you will learn how to store, clean, and maintain PPE whilst remaining within the legislation and regulations upheld by UK law and government safety acts. All employees must have their health and well-being safeguarded by their company, and this training ensures that this happens. Course Assessment You will immediately be given access to a specifically crafted MCQ test upon completing an online module. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by The CPD Certification Service Who is this course for? The Personal Protective Equipment (PPE) - CPD Certified training is ideal for highly motivated individuals or teams who want to enhance their professional skills and efficiently skilled employees. Requirements There are no formal entry requirements for the course, with enrollment open to anyone! Career path Learn the essential skills and knowledge you need to excel in your professional life with the help & guidance from our Personal Protective Equipment (PPE) - CPD Certified training. Certificates Certificate of completion Digital certificate - £9 Certificate of completion Hard copy certificate - £15 CPD Certification Service Accredited Certification Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25

Are you a new manager with little experience in management? Or perhaps you are looking to advance your career and want to take on managerial roles. In that case, welcome to the Material Management - CPD Certified course. Managing can initially seem daunting. Whether it's a project, task, or team, without good management, it's bound to fail. And in today's competitive field, a slight misstep can set your career back for years. You certainly don't want that, do you? Learning Outcomes of the Material Management - CPD Certified Training: Understand the material management Become expert in store management, planning and manage store for materials Adopt new techniques of material handling and be a pro in the job This is where the Material Management - CPD Certified comes in; its step-by-step lessons, tutor support, and CPD certification provides you with everything you need to become great at management. The course comes with all the additional facilities that all One Education courses have. So, perks like uninterrupted 24/7 access to your course, study at any time from anywhere, and a 100% money-back guarantee comes as standard with the course. Why choose CPD Certification Service Accredited (CPD UK) course? World's leading and largest independent CPD accreditation institution Pioneering CPD quality standards since 1996 Over 20 thousand registered CPD Providers and Courses With 25 years experience providing industry-leading CPD certification service and support The moment you enrol, you gain access to all of the 7 modules of the Material Management - CPD Certified course. So, what are you waiting for? Start now, and we'll see you in the lessons. The Material Management course is the best way for you to gain deep insight and knowledge of this topic. You will learn from industry experts and obtain an endorsed certificate after completing the course. Enrol now for a limited-time discounted price. Like all the courses of One Education, this course is designed with the utmost attention and thorough research. All the topics are broken down into easy to understand bite-sized modules that help our learners to understand each lesson very easily. We don't just provide courses at One Education; we provide a rich learning experience. After purchasing a course from One Education, you get complete 1-year access with tutor support. Our expert instructors are always available to answer all your questions and make your learning experience exquisite. If you want to learn about this topic and achieve a certificate, you should consider this course from One Education. We are very upfront and clear about all the costs of the course. Course Assessment You will immediately be given access to a specifically crafted MCQ test upon completing an online module. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by The CPD Certification Service Who is this course for? The Material Management - CPD Certified training is ideal for highly motivated individuals or teams who want to enhance their professional skills and efficiently skilled employees. Requirements There are no formal entry requirements for the course, with enrollment open to anyone! Career path Learn the essential skills and knowledge you need to excel in your professional life with the help & guidance from our Material Management - CPD Certified training. Certificates Certificate of completion Digital certificate - £9 Certificate of completion Hard copy certificate - £15 CPD Certification Service Accredited Certification Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25

Do you want to improve your career prospects in Health and Care? One Education brings a range of high-quality Health and Care courses that are ideal for you, whether you're a beginner or aspire for higher roles in research, leadership, and education. This Voice Disorders - CPD Certified Course is excellent for improving your knowledge, skill set and competencies in relevant areas of Health and Care. Learning Outcomes of the Voice Disorders - CPD Certified Training: Understand the physiology of voice production Learn how vocal anatomy changes over a lifetime Know which areas of the human body influences and create speech Be aware of all the possible causes of Vocal Disorders Gain awareness of how functional disorders can manifest Become accomplished with counselling and interviewing skills Attain the ability to establish the required rapport with patients and clients Discover the best way to diagnose and treat many disorders The course is developed after thorough research and expertise from seasoned professionals. Having prior learning is extremely helpful if you aim to enter the Health and Care sector as a beginner. Why choose CPD Certification Service Accredited (CPD UK) course? World's leading and largest independent CPD accreditation institution Pioneering CPD quality standards since 1996 Over 20 thousand registered CPD Providers and Courses With 25 years of experience providing industry-leading CPD certification service and support Take a step towards reaching your true potential by enrolling in this Voice Disorders - CPD Certified Training! Learn how to identify the source and effects of communication difficulties with this insightful Vocal Disorders Course. When the ability to speak is taken away or inhibited, it can have a devastating effect on a person. With the skills and information given in this expertly written tutorial, you will be trained in voice therapy practices and understand the psychological and physical aspects that need to be supported. The contents of these online modules have been compiled with the assistance of industry professionals, and you will attain the capability to diagnose and treat those that have had their voice muted by nature, ill-health, or accident. This Vocal Disorders Course provides essential information to assist and support anyone with a condition or injury that affects their vocal communication. You will be taught how the human body produces vocalisation and the anatomical details that enable it. Alongside this, you will be shown the causes of functional and organic disorders, with the recommended treatment methods. You will also be given a detailed masterclass in voice therapy itself and learn all of the values and behaviours that are needed to help those dealing with a related condition on an emotional and medical basis. The course can be taken at any location and at your own pace. Enrol now and help others find their voice again. Course Assessment You will immediately be given access to a specifically crafted MCQ test upon completing an online module. For each test, the pass mark will be set to 60%. Exam & Retakes: It is to inform our learners that the initial exam for this online course is provided at no additional cost. In the event of needing a retake, a nominal fee of £9.99 will be applicable. Certification Upon successful completion of the assessment procedure, learners can obtain their certification by placing an order and remitting a fee of £9 for PDF Certificate and £15 for the Hardcopy Certificate within the UK ( An additional £10 postal charge will be applicable for international delivery). CPD 10 CPD hours / points Accredited by The CPD Certification Service Who is this course for? The Voice Disorders - CPD Certified training is ideal for highly motivated individuals or teams who want to enhance their professional skills and efficiently skilled employees. Requirements There are no formal entry requirements for the course, with enrollment open to anyone! Career path Learn the essential skills and knowledge you need to excel in your professional life with the help & guidance from our Voice Disorders - CPD Certified training. Certificates Certificate of completion Digital certificate - £9 Certificate of completion Hard copy certificate - £15 CPD Certification Service Accredited Certification Hardcopy Certificate (within the UK): £15 Hardcopy Certificate (international): £15 + £10 (postal charge) = £25

Learning From Agile Transformation Journey In this talk, Evelyn will be sharing her experience and insights gained from her decade of experience supporting organizations to transform. Through Ericsson Global Transformation Support Centre, she grew internal coaching capabilities and helped organizations of different sizes to transform. She developed deep insights on agile transformation strategy, agile leadership and transformation tactics at different levels, through her hands-on coaching experience working with different technology, architecture, structure and culture.Some highlights of her talk include: agile transformation patterns, transformation strategy, internal organic transformation, importance of agile leadership and product ownership, and some other learnings that will surely lead to some concrete takeaway messages for you to advance you and your Agile transformation to the next level. This and other IIL Learning in Minutes presentations qualify for PDUs. Some titles, such as Agile-related topics may qualify for other continuing education credits such as SEUs, or CEUs. Each professional development activity yields one PDU for one hour spent engaged in the activity. Some limitations apply and can be found in the Ways to Earn PDUs section that discusses PDU activities and associated policies. Fractions of PDUs may also be reported. The smallest increment of a PDU that can be reported is 0.25. This means that if you spent 15 minutes participating in a qualifying PDU activity, you may report 0.25 PDU. If you spend 30 minutes in a qualifying PDU activity, you may report 0.50 PDU.

Learning to love ourselves, and live in alignment with our children, by applying the principles of unschooling to our own lives.