5201 Courses

Everything you do or say sends a message. Be aware of how your verbal, vocal and visual messages convey your intended meaning. We will guide you to present with vocal impact by controlling monotone, volume, rate of speech, and non-words. Understand how to control your posture, movement, eye contact, clothing and gestures. Learning Objectives Identify the challenges of ambiguous messages, Express your message with vocal and visual impact, Close your presentation with impactful results 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

Discover how to open discussion with a positive attitude, keeping an atmosphere of trust and cooperation. Use collaborative win-win negotiation to satisfy underlying needs of both parties. Understand how you can be in control and build high-trust, positive client relationships. Learning Objectives Describe steps for opening a discussion, Explain four ways to build high-trust, positive client relationships, Apply five criteria for high-quality negotiations, Summarize win-win alternatives to positional bargaining Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Objections are an expression of disagreement, opposition, or concern raised by prospects when considering a decision with your proposal. Discover how objections emerge and how to manage the psychological aspects of anxiety called doubt, disruption and decisions. Understand how you can discover your prospect's strongest value that will be the emotional motivator in any sale. Learning Objectives Explain the origins of objections, Dispel four common myths of objections, Manage doubt, disruption and delayed decisions, Apply psychological strategies for resolving concerns Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Negotiation is necessary when a buyer and seller can't agree. Understand the two strategies to negotiate and how to use a variety of techniques to increase your personal negotiating power. We will unpack each step of the negotiation process and guide you through all you need to know to master any negotiation. Learning Objectives Define key negotiation concepts, Explain how negotiations may be used to resolve conflict, Identify opportunities for negotiation, Apply two win-win negotiation strategies Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Etiquette is a set of social behavioral requirements, created over time to give structure to the way to interpersonal rapport and manners are the core of etiquette. Discover the various behaviors involved in mastering manners and we will share the golden rule with you. Go above and beyond customer expectations by using the 6 F's. Learning Objectives Explain why rapport is important, Summarize the cost of poor etiquette, Apply Chart's customer care model, Exceed customer expectations by implementing the 6 F's Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

Call escalation is including others in facilitating the resolution of a customer request. It may take place in person, on the phone, or through electronic communication. We will show you four steps in handling customer issues and call escalation. Learning Objectives Explain when call escalation is appropriate, Apply CORE™ steps for effectively facilitating an escalated call Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

There are two levels of rapport: transactional and relational. Discover the three skills for building instant rapport and the goal of transactional rapport. Discover the technique to turn small talk into SMART talk and increase the emotional connection. Understand how to maintain good relations for long term business. Learning Objectives Discover two levels of rapport, Apply three skills for building instant rapport when time is short, Utilize five tips for working with names, Explain how to turn small talk into SMART Talk Target Audience Managers, Team Leaders, Young Professionals, Sales Professionals, Customer Service Teams

This week long CPD accredited training is ideal for those Real Estate professionals, who are looking to bolster the DCF modelling skills. This course covers Real Estate Investment, Development, Finance & Risk.

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 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