3089 Objective courses in Cardiff delivered On Demand

Understand the steps for reaching agreement, these include making a reasonable offer, suggesting alternative currencies when necessary, summarizing, and confirming the details. Discover how to hold off if possible, on price concessions and use appropriate tactics to avoid a no-sale. Learning Objectives Apply steps for reaching agreement, Describe key components to the agreement, Identify concession tactics for confirming the sale Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Knowledge of the competition to gain competence and confidence are interconnected to professional success. Understand how competitive company information, product information and representative's information can add insight and valuable data for you. Learning Objectives Explain how knowledge of industry competition increases your success, Identify competitive product information representatives need to know, Explain key ingredients of an effective Competitive Knowledge Management System Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Mistakes will happen and the key is how you handle the situation when a mistake happen. Discover eight tips for working through service mistakes and ten customer service mistakes you can avoid. Understand the five service mistakes organizations should avoid. Learning Objectives Apply eight tips for working through service mistakes, Implement ten service mistakes you can avoid in order to keep customers loyal Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Service resiliency is the ability to recover quickly from a challenging, adverse customer situation, disruptive change, crisis, trauma, or negative stress. Learn how to cut down on the frequency of adverse situations. Implement nine steps to increase your service resiliency. Learning Objectives Describe the characteristics of service resiliency, Assess your current levels of service resiliency, Apply nine strategies for remaining R.E.S.I.L.I.E.N.T in adversity Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Customer Experience Management is the process of strategically managing a customer's entire 'touch point' of experiences within an organization. Discover the dangers of ignoring Customer Experience Management and five areas of analysis to enhance your sales and customer service. Learning Objectives Ask questions to identify customer buying paths, Identify four vital dangers of ignoring CEM, Implement five focus areas of customer relationship management Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Sales force automation is an information system used to integrate and manage all sales, service, and marketing functions. Understand the key functions and benefits to sales and service providers. We will show you how to overcome complaints of time consumption and the benefits to managers and marketing. Learning Objectives Describe sales force automation, Summarize the benefits to sales, service, marketing, and management Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Understand the difference between objections and conditions and how you can prevent objections by qualifying early. Discover valuable questions to evaluate how prospects think, controlling mental focus. Anticipate and be ready for objections before your conversation. Learning Objectives Explain the difference between objections and conditions for not buying, Identify the challenge salespeople encounter with objections and conditions, Anticipate and plan for objections Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

There are four relationship styles. Understanding them helps improve how we relate to ourselves and others. Each style has value and strengths. People rarely set out to be difficult. Discover the four styles and how you can identify and manage each one. Learning Objectives Identify the four relationship styles in people, Explain how to use behavioral flexibility with each style, Create positive interpersonal relationships Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

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, 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

Listening is challenged by attention and inference-making problems. Critical listening demands concentration, curiosity, and clarity with organization and evaluation. Discover how to increase understanding and what is the difference between people-orientated, action-orientated, content-orientated and time-orientated. Learning Objectives Demonstrate concentration, curiosity, and clarity as a critical listener, Explain how to give appropriate feedback, Identify five listening styles to meet different needs Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams