Ultimate Call Centre Training Online Bundle, 10 Certificate Courses

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Ultimate Call Centre Training Online Bundle, 10 Certificate Courses

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Get Call Centre Training, Overcoming Sales Objections, Handling a Difficult Customer, Sales Fundamentals, Telephone Etiquette, Coaching Salespeople, Facilitation Skills, Top 10 Sales Secrets, Negotiation Skills and Motivating Your Sales in this Bundle

1. Call Centre Training: Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

2. Overcoming Sales Objections: Understand Objections and How To Handle Them

Experiencing a sales objection can be a disheartening event. Through this course your will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

By the end of this course, you will be able to:

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognise different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale

3. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

4. Sales Fundamentals: Learn Key Skills to Achieve Sales Targets

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals course will give you a basic sales process, plus some basic sales tools, that you can use to seal the deal, no matter what the size of the sale. You will become more confident, handle objections, and learn how to be a great closer.

By the end of this course, you will be able to:

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Begin the discussion on the right foot
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect board

5. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.

With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.

By the end of this Telephone Etiquette Online Short Course, you will be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

6. Coaching Salespeople: Discover The Specifics Of How To Develop Coaching Skills

Coaching is not just for athletes. More and more organizations are choosing to include coaching as part of their instruction. Coaching salespeople, when done correctly, will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring

With our “Coaching Salespeople” course, you will discover the specifics of coaching salespeople.

By the end of this course, you will be able to:

  • Understand coaching
  • Identify the difference between coaching and training
  • Monitor data
  • Practice coaching activities
  • Affect company culture

7. Facilitation Skills: How to Lead Meetings and Discussions More Effectively

Facilitation is often referred to as the new cornerstone of management philosophy with its focus on fairness and creating an easy decision making process.Creating a comfortable environment through better facilitation will help you understand what a good facilitator can do to improve any meeting or gathering and put the theory into practice yourself.

This Facilitation Skills course can help any scale of organization make better decisions, you will gain a strong understanding of what facilitation is all about, as well as learn new tools that you can use to facilitate small meetings. Additionally you will learn to command a room and dictate the pace of a meeting, skills that will set you up to become a great facilitator yourself.

By the end of this course, you will be able to:

  • Define facilitation and identify its purpose and benefits
  • Clarify the role and focus of a facilitator
  • Differentiate between process and content in the context of a group discussion
  • Provide tips in choosing and preparing for facilitation
  • Identify a facilitator's role when managing groups in each of Tuckman and Jensen's stages of group development: forming, storming, norming and performing
  • Identify ways a facilitator can help a group reach consensus: from encouraging participation to choosing a solution
  • Provide guidelines in dealing with disruptions, dysfunctions and difficult people in groups
  • Define what interventions are, when they are appropriate and how to implement them

8. Top 10 Sales Secrets: Learn Key Skills to Achieve Sales Targets

No one is born a sales person. No one has a special gift that makes customers buy products/services. Everyone can however, learn how to sell successfully. By learning to communicate with customers, build lead lists, and sell the company’s services with authority, anyone can be a successful sales person.

With our “Top 10 Sales Secrets” course, you will discover the specifics of how to develop the traits that will make them successful sales people and how to build positive, long lasting relationships with their customers!

By the end of this course, you will be able to:

  • Learn how to develop effective traits
  • Learn how to “know” your clients better.
  • Better represent the product/service
  • Cultivate effective leads
  • Sell with authority
  • Learn how to build trusting, long term relationships with customers

9. Negotiation Skills: Understand The Phases Of Negotiation

Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time.

This course will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.

The Negotiation Skills course will give you a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.

By the end of this Negotiation Skills Online Short Course, you will be able to:

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

10. Motivating Your Sales: Keep Your Sales Team Motivated to Pursue Leads and Close Deals Day After Day

Everyone can always use some inspiration and motivation. This course will help you target the unique ways each team member is motivated. Finding the right incentive for each member of your sales team is important as motivation works best when it is developed internally. Harness this through better communication, mentoring, and developing the right incentives.

Motivating Your Sales Team will help you create the right motivating environment that will shape and develop your sales team with right attitude and healthy competition. Instilling that unique seed which grows the motivation in your team will ensure an increase in performance and productivity. Have the best sales team you can have through better motivation.

By the end of this Motivating Your Sales Team Online Short Course, you will be able to:

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization

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This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Receive Lifetime Access to Course Materials, so you can review at any time.

Ultimate Call Centre Training Bundle, 10 Courses includes the following courses, below is a summary of each course: 

Course 1 - Ultimate Call Centre Training Bundle, 10 Courses

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Course 2 - Overcoming Sales Objections

Module One - Getting Started

Module Two - Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling

Module Three - Seeing Objections as Opportunities

  • Translating the objection to a question
  • Translating the objection to a reason to buy

Module Four - Getting to the Bottom

  • Asking appropriate questions
  • Common objections
  • Basic strategies

Module Five - Finding a Point of Agreement

  • Outlining features and benefits
  • Identifying your unique selling position
  • Agreeing with the objection to make the sale

Module Six - Have the Client Answer Their Own Objection

  • Understand the problem
  • Render it inobjectionable

Module Seven - Deflating Objections

  • Bring up common objections first
  • The inner workings of objections

Module Eight - Unvoiced Objections

  • How to dig up the "Real Reason"
  • Bringing their objections to light

Module Nine - The Five Steps

  • Expect them
  • Welcome them
  • Affirm them
  • Complete answers
  • Compensating benefits

Module Ten - Do's and Don'ts

  • Do's
  • Don'ts

Module Eleven - Sealing the Deal

  • Understanding when it's time to close
  • Powerful closing techniques
  • The power of reassurance
  • Things to remember

Module Twelve - Wrapping Up

Course 3 - Handling a Difficult Customer

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors) 

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis 

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult 

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone 

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person 

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers 

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer 

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Course 4 - Sales Fundamentals

Section One: Getting Started

  • Objectives

Section Two: Learn the Lingo

  • Types of Sales
  • More Common Sales Approaches
  • Glossary of Common Terms

Section Three: Preparing to Make the Call

  • Identifying the Right Person to Contact
  • Research and Planning
  • Creating Potential Solutions

Section Four: Make the Appointment

  • First Impressions
  • Making the Cold Call
  • Using the Referral Opening

Section Five: Pitch your Product

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • What’s in it for me?

Section Six: Managing Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies

Section Seven: Closing the Sale

  • Understanding Buying Signals
  • Closing Techniques
  • Things to Remember

Section Eight: Following Up

  • Thank You Notes
  • Customer Service Issues
  • Staying in Touch

Section Nine: Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals

Section Ten: Managing Your Data (CRM)

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems

Section Eleven: Using a Prospect Board

  • The Layout of a Prospect Board
  • How to use the prospect board
  • A Day in the Life of Your Board

Section Twelve: Wrapping Up

Course 5 - Telephone Etiquette

Module One : Getting Started

  • Course Objectives

Module Two : Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller

Module Three : Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t

Module Four : Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation

Module Nine: Handling Voicemail Messages

  • Ensure the Voicemail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving a Message for Others

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys

Module Twelve: Wrapping Up

Course 6 - Coaching Salespeople

Module One: Getting Started

Module Two: What Is a Coach?

  • Be a Coach 
  • Roles 
  • Responsibilities 
  • Face Challenges 

Module Three: Coaching

  • Be Confident 
  • Build Connections 
  • Communicate 
  • Focus on the Process

Module Four: Process

  • Define Effective Salespeople 
  • Coaching vs. Training 
  • How Coachable Is an Employee (A. G.R.O.W.T.H.) 
  • Avoid the Gap

Module Five: Inspiring

  • Individualize 
  • Personalize Rewards 
  • Acknowledge Success 
  • Provide Opportunities Over Punishment

Module Six: Authentic Leadership

  • Vulnerability 
  • Be Yourself and Encourage Individuality 
  • Listening 
  • Appreciate Effort

Module Seven: Best Practices

  • SMART Goals 
  • Be Realistic 
  • Brainstorm Options 
  • Take Away

Module Eight: Competition

  • Social Pressure 
  • Gamification 
  • Rewards 
  • Don’t Go Overboard

Module Nine: Data

  • Provide Clear Metrics 
  • Measurable Results 
  • Analyze Data 
  • Visualize Trends

Module Ten: Maintenance Strategies

  • Benefits of Internal Program 
  • Choose a Method 
  • Create a Culture 
  • Train Coaches

Module Eleven: Avoid Common Mistakes

  • Poor Leadership 
  • Ineffective Communication 
  • Incomplete Data 
  • Don’t Be Afraid to Let Go

Module Twelve: Wrapping Up

Course 7 - Facilitation Skills

Module One - Getting Started

Module Two - Understanding Facilitation

  • What is facilitation?
  • What is a facilitator?
  • When is facilitation appropriate?

Module Three - Process vs Content

  • About process
  • About content
  • A facilitator's focus

Module Four - Laying the Groundwork

  • Choosing a facilitated approach
  • Planning for a facilitated meeting
  • Collecting data

Module Five - Tuckman and Jensen's Model of Team Development

  • Stage One - Forming
  • Stage Two - Storming
  • Stage Three - Norming
  • Stage Four - Performing

Module Six - Building Consensus

  • Encouraging participation
  • Gathering information
  • Presenting information
  • Synthesizing and Summarising

Module Seven - Reaching a Decision Point

  • Indentifying the options
  • Creating a short list
  • Choosing a solution
  • Using the multi-option technique

Module Eight - Dealing with Difficult People

  • Addressing disruptions
  • Common types of difficult people and how to handle them
  • Helping the group resolve issues on their own

Module Nine - Addressing Group Dysfunction

  • Using ground rules to prevent dysfunction
  • Restarting and reframing issues
  • Some of the ways of restarting and reframing includes
  • Getting people back on track

Module Ten - About Intervention

  • Why intervention may be necessary
  • When to intervene
  • Levels of intervention

Module Eleven - Intervention Techniques

  • Using your processes
  • Boomerang it back
  • ICE it - Identify, Check for agreement, Evaluate how to resolve

Module Twelve - Wrapping Up

Course 8 - Top 10 Sales Secrets

Module One: Getting Started 

Module Two: Effective Traits

  • Assertiveness 
  • Emotional Intelligence 
  • Solve Problems 
  • Close 

Module Three: Know Clients

  • Research 
  • Customer Values
  • Customer Needs 
  • Anticipate Needs 

Module Four: Product

  • Know Your Product 
  • Believe in the Company and Product 
  • Be Enthusiastic 
  • Link Product to Customer’s Values 

Module Five: Leads

  • Sift Leads 
  • Time vs. Cost of Pursuing Leads 
  • Let Go of Leads Going Nowhere 
  • Focus on Positive Leads

Module Six: Authority

  • Develop Expertise 
  • Know Your Competition 
  • Continue Education 
  • Solve Customer Problems Using Authority 

Module Seven: Build Trust

  • Testimonials 
  • Be Transparent 
  • Be Genuine 
  • Take on Customers’ Point of View 

Module Eight: Relationships

  • Listen Actively 
  • Communicate Often 
  • Rewards 
  • Build New Relationships 

Module Nine: Communication

  • Be Prepared, Not Scripted 
  • Use Humor 
  • Be Yourself 
  • Thank and Reward 

Module Ten: Self-Motivation

  • Value Your Work 
  • Reward Achievements 
  • Focus on Success 
  • Do Not Procrastinate 

Module Eleven: Goals

  • SMART Goals 
  • Long-Term Goals 
  • Short-Term Goals 
  • Track and Modify 

Module Twelve: Wrapping Up

Course 9 - Negotiation Skills

Module One - Getting Started

Module Two - Understanding Negotiation

  • Types of negotiations
  • The three phases
  • Skills for successful negotiation

Module Three - Getting Prepared

  • Establishing your WATNA and BATNA
  • Identifying your WAP
  • Identifying your ZOPA
  • Personal preparation

Module Four - Laying the Groundwork

  • Setting the time and place
  • Establishing common ground
  • Creating a negotiation framework
  • The negotiation process

Module Five - Phase One - Exchanging Information

  • Getting off on the right foot
  • What to share
  • What to keep to yourself

Module Six - Phase Two - Bargaining

  • What to expect
  • Techniques to try
  • How to break an impasse

Module Seven - About Mutual Gain

  • Three ways to see your options
  • About mutual gain
  • Creating a mutual gain solution
  • What do I want?
  • What do they want?
  • What do we want?

Module Eight - Phase Three - Closing

  • Reaching consensus
  • Building an agreement
  • Setting the terms of the agreement

Module Nine - Dealing with Difficult Issues

  • Being prepared for environmental tactics
  • Dealing with personal attacks
  • Controlling your emotions
  • Deciding when it's time to walk away

Module Ten - Negotiating Outside the Boardroom

  • Adapting the process for smaller negotiations
  • Negotiating via telephone
  • Negotiating via email

Module Eleven - Negotiating on Behalf of Someone Else

  • Choosing the negotiating team
  • Covering all the bases
  • Dealing with tough questions

Module Twelve - Wrapping Up

Course 10 - Motivating Your Sales

Module One: Getting Started

Module Two: Create a Motivational Environment

  • Conduct Frequent Team Check-Ins
  • Train Your Team
  • Emulate Best Practices
  • One Size Does Not Fit All!

Module Three:  Communicate to Motivate

  • Regular Group Meetings
  • Regular One on One Meetings
  • Focus on Strengths and Development Areas
  • Ask for Feedback

Module Four: Train Your Team

  • Focus on Training and Development
  • Peer Training
  • Mentoring
  • Keep the Focus Positive!

Module Five: Emulate Best Practices

  • Look to Industry Leaders
  • Solicit Team Member Suggestions
  • Take a Field Trip!    
  • Leverage Outside Expertise

Module Six: Provide Tools

  • The Right Tools
  • Ask Team Members What Tools They Need
  • Provide High Quality Tools
  • Allow for Training

Module Seven: Find Out What Motivates Employees

  • One Size Does Not Fit All!
  • Find Out What Motivates Individuals
  • Discover What Motivates the Team
  • Tailor Rewards to Employees

Module Eight: Tailor Rewards to the Employee

  • Motivation is Personal!
  • Choose 1-3 Motivators
  • Employee’s Personal Goals
  • Reward Achievements

Module Nine: Create Team Incentives

  • Incentives Foster Teamwork
  • Team Goals    
  • Choose 1-3 Motivators
  • Reward Achievements

Module Ten: Implement Incentives

  • Regular Incentives
  • Mark Milestones
  • Encourage Friendly Competition
  • Keep the Value Reasonable

Module Eleven: Recognize Achievements

  • Recognition Motivates!
  • Recognize Achievements Regularly
  • Recognize Achievements Publically
  • Document Achievements

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

Customer Reviews

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(957)
Average rating 4 out of 5 stars

Jonathen Rodriguez

29 November 2021 10:18:51 AM

Great class

Troy Liao

16 November 2021 07:29:42 PM

I have learned a lot from this course especially the interuption skill.

Hannah Martin

16 November 2021 04:13:32 AM

good

Kimberley Chaney

3 November 2021 05:58:59 AM

Good course!

Shelley Gallagher

27 October 2021 08:11:15 AM

Good information and examples.

Mariya Edwin

20 October 2021 07:32:23 AM

Excellent

Nivin Youkhana

16 October 2021 06:55:51 PM

good

Nivin Youkhana

13 October 2021 02:52:08 PM

informative course... Love it

Shelley Gallagher

9 October 2021 03:01:13 PM

Lots of interesting information and examples

Nivin Youkhana

8 October 2021 06:05:38 PM

Love this course

Nivin Youkhana

6 October 2021 10:32:06 PM

Good Course Love it.

Penelope Richardson

30 July 2021 08:28:48 PM

Very interesting course with some helpful and useful information.

Kevin James Lundt

10 June 2021 03:15:10 AM

Interesting.

Kevin James Lundt

10 June 2021 03:08:21 AM

Enjoyable, easy to access and understand the content.

Jacey Smithson

13 April 2021 08:46:45 AM

The greatest ever.

Alicia Brown

13 April 2021 08:16:02 AM

This Course is laid out perfect! I love Courses For Success they have helped me in my career growth and will continue to do so in the future!

Sandra Turner

24 March 2021 04:37:41 PM

content was good

Sandra Turner

24 March 2021 02:54:12 PM

very helpful content

Boniface Philip

2 March 2021 11:11:45 AM

Informative

Donna Christine R. Ramos

11 February 2021 05:13:33 PM

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1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

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The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

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This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

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All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

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10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

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12.  How long will you have access to the online course?

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13.  How long will my course take?

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If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

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  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
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All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

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17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

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You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

About this Course

Get Call Centre Training, Overcoming Sales Objections, Handling a Difficult Customer, Sales Fundamentals, Telephone Etiquette, Coaching Salespeople, Facilitation Skills, Top 10 Sales Secrets, Negotiation Skills and Motivating Your Sales in this Bundle

1. Call Centre Training: Lift Your Confidence & Your Sales Numbers To New Heights 

A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.

By studying this course you will gain practical skills and confidence to lift your sales numbers or even improve the value of a sales team once you move into a management position, all of this contributing to the growth and success of your workplace. 

By the end of this course, you will be able to:

  • Define and understand call centre strategies
  • Identify different types of buying motivations
  • Creat SMART Goals
  • Familiarise yourself with strategies to sharpen effective communication
  • Use proper phone etiquette
  • Set benchmarks

2. Overcoming Sales Objections: Understand Objections and How To Handle Them

Experiencing a sales objection can be a disheartening event. Through this course your will learn how to eliminate the objection and push through to get that sale. Even the best quality services or items can be turned down, and learning how to overcome these denials will be of great benefit.

Overcoming Sales Objections is an essential part of the sales process, as it will open up a whole new set of opportunities. It will produce new sales and provide an ongoing relationship with new clients. Objections will always occur no matter the item being sold or presented.

By the end of this course, you will be able to:

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognise different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale

3. Handling a Difficult Customer: Learn How to Deal with Difficult Customers and Situations

Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.

This course offers guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.

By the end of this Handling a Difficult Customer Online Short Course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

4. Sales Fundamentals: Learn Key Skills to Achieve Sales Targets

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.

The Sales Fundamentals course will give you a basic sales process, plus some basic sales tools, that you can use to seal the deal, no matter what the size of the sale. You will become more confident, handle objections, and learn how to be a great closer.

By the end of this course, you will be able to:

  • Understand the language of sales
  • Prepare for a sales opportunity
  • Begin the discussion on the right foot
  • Make an effective pitch
  • Handle objections
  • Seal the deal
  • Follow up on sales
  • Set sales goals
  • Manage sales data
  • Use a prospect board

5. Telephone Etiquette: Learn How Important it is to Develop Better Telephone Communication Skills

The meaning of Telephone Etiquette can sometimes be difficult to describe. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. It can be the special way that you show confidence in any challenging situation. These and other events can become more easily managed with this great course.

With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career.

By the end of this Telephone Etiquette Online Short Course, you will be able to:

  • Recognize the different aspects of telephone language
  • Properly handle inbound/outbound calls
  • Know how to handle angry or rude callers
  • Learn to receive and send phone messages
  • Know different methods of employee training

6. Coaching Salespeople: Discover The Specifics Of How To Develop Coaching Skills

Coaching is not just for athletes. More and more organizations are choosing to include coaching as part of their instruction. Coaching salespeople, when done correctly, will not only increase sales, it will have a positive impact on the community and culture of a company. The benefits of coaching salespeople are numerous and worth exploring

With our “Coaching Salespeople” course, you will discover the specifics of coaching salespeople.

By the end of this course, you will be able to:

  • Understand coaching
  • Identify the difference between coaching and training
  • Monitor data
  • Practice coaching activities
  • Affect company culture

7. Facilitation Skills: How to Lead Meetings and Discussions More Effectively

Facilitation is often referred to as the new cornerstone of management philosophy with its focus on fairness and creating an easy decision making process.Creating a comfortable environment through better facilitation will help you understand what a good facilitator can do to improve any meeting or gathering and put the theory into practice yourself.

This Facilitation Skills course can help any scale of organization make better decisions, you will gain a strong understanding of what facilitation is all about, as well as learn new tools that you can use to facilitate small meetings. Additionally you will learn to command a room and dictate the pace of a meeting, skills that will set you up to become a great facilitator yourself.

By the end of this course, you will be able to:

  • Define facilitation and identify its purpose and benefits
  • Clarify the role and focus of a facilitator
  • Differentiate between process and content in the context of a group discussion
  • Provide tips in choosing and preparing for facilitation
  • Identify a facilitator's role when managing groups in each of Tuckman and Jensen's stages of group development: forming, storming, norming and performing
  • Identify ways a facilitator can help a group reach consensus: from encouraging participation to choosing a solution
  • Provide guidelines in dealing with disruptions, dysfunctions and difficult people in groups
  • Define what interventions are, when they are appropriate and how to implement them

8. Top 10 Sales Secrets: Learn Key Skills to Achieve Sales Targets

No one is born a sales person. No one has a special gift that makes customers buy products/services. Everyone can however, learn how to sell successfully. By learning to communicate with customers, build lead lists, and sell the company’s services with authority, anyone can be a successful sales person.

With our “Top 10 Sales Secrets” course, you will discover the specifics of how to develop the traits that will make them successful sales people and how to build positive, long lasting relationships with their customers!

By the end of this course, you will be able to:

  • Learn how to develop effective traits
  • Learn how to “know” your clients better.
  • Better represent the product/service
  • Cultivate effective leads
  • Sell with authority
  • Learn how to build trusting, long term relationships with customers

9. Negotiation Skills: Understand The Phases Of Negotiation

Although people often think of boardrooms, suits, and million dollar deals when they hear the word negotiation, the truth is that we negotiate all the time.

This course will give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.

The Negotiation Skills course will give you a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future.

By the end of this Negotiation Skills Online Short Course, you will be able to:

  • Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating
  • Understand and apply basic negotiating concepts
  • Lay the groundwork for negotiation
  • Identify what information to share and what to keep to yourself
  • Understand basic bargaining techniques
  • Apply strategies for identifying mutual gain
  • Understand how to reach consensus and set the terms of agreement
  • Deal with personal attacks and other difficult issues
  • Use the negotiating process to solve everyday problems
  • Negotiate on behalf of someone else

10. Motivating Your Sales: Keep Your Sales Team Motivated to Pursue Leads and Close Deals Day After Day

Everyone can always use some inspiration and motivation. This course will help you target the unique ways each team member is motivated. Finding the right incentive for each member of your sales team is important as motivation works best when it is developed internally. Harness this through better communication, mentoring, and developing the right incentives.

Motivating Your Sales Team will help you create the right motivating environment that will shape and develop your sales team with right attitude and healthy competition. Instilling that unique seed which grows the motivation in your team will ensure an increase in performance and productivity. Have the best sales team you can have through better motivation.

By the end of this Motivating Your Sales Team Online Short Course, you will be able to:

  • Discuss how to create a motivational environment
  • Understand the importance of communication and training in motivating sales teams
  • Determine steps your organization can take to motivate sales team members
  • Understand the benefits of tailoring motivation to individual employees
  • Apply the principles of fostering a motivational environment to your own organization

Receive Lifetime Access to Course Materials, so you can review at any time.

Join one of our customer service training courses today!

For comprehensive information on units of study click the units of study tab above.

This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!

Course Fast Facts:

  1. All courses are easy to follow and understand
  2. Only 6 to 8 hours of study is required per course
  3. Unlimited lifetime access to course materials
  4. Study as many courses as you want
  5. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  6. You can study from home or at work, at your own pace, in your own time
  7. Certificates

Course Delivery

Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.

Recognition & Accreditation

The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.

Receive Lifetime Access to Course Materials, so you can review at any time.

Ultimate Call Centre Training Bundle, 10 Courses includes the following courses, below is a summary of each course: 

Course 1 - Ultimate Call Centre Training Bundle, 10 Courses

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Course 2 - Overcoming Sales Objections

Module One - Getting Started

Module Two - Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling

Module Three - Seeing Objections as Opportunities

  • Translating the objection to a question
  • Translating the objection to a reason to buy

Module Four - Getting to the Bottom

  • Asking appropriate questions
  • Common objections
  • Basic strategies

Module Five - Finding a Point of Agreement

  • Outlining features and benefits
  • Identifying your unique selling position
  • Agreeing with the objection to make the sale

Module Six - Have the Client Answer Their Own Objection

  • Understand the problem
  • Render it inobjectionable

Module Seven - Deflating Objections

  • Bring up common objections first
  • The inner workings of objections

Module Eight - Unvoiced Objections

  • How to dig up the "Real Reason"
  • Bringing their objections to light

Module Nine - The Five Steps

  • Expect them
  • Welcome them
  • Affirm them
  • Complete answers
  • Compensating benefits

Module Ten - Do's and Don'ts

  • Do's
  • Don'ts

Module Eleven - Sealing the Deal

  • Understanding when it's time to close
  • Powerful closing techniques
  • The power of reassurance
  • Things to remember

Module Twelve - Wrapping Up

Course 3 - Handling a Difficult Customer

Module One: Getting Started

By the end of this course, you will be able to:

  • Cultivate a positive attitude
  • Manage internal and external stress
  • Develop abilities to listen actively and empathize
  • Build a rapport with customers in person and over the phone
  • Understand the diverse challenges posed by customers
  • Develop strategies to adapt to challenging circumstances

Module Two: The Right Attitude Starts with You

  • Be Grateful
  • Make Gratitude a Habit
  • Keep Your Body Healthy
  • Invoke Inner Peace

Module Three: Stress Management (Internal Stressors)

  • Irritability
  • Unhappiness With Your Job
  • Feeling Underappreciated
  • Not Well Rested

Module Four: Stress Management (External Stressors) 

  • Manage Your Work Space
  • Loud Work Environment
  • Co-Worker Relations
  • Demanding Supervisor

Module Five: Transactional Analysis 

  • What is Transactional Analysis
  • Parent
  • Child
  • Adult

Module Six: Why are Some Customers Difficult 

  • They Have Truly Had a Bad Experience and Want to Vent
  • Want Someone to be Held Accountable
  • They Have Truly Had a Bad Experience and Want Resolution
  • They are Generally Unhappy

Module Seven: Dealing with the Customer Over the Phone 

  • Listen to the Customer’s Complaint
  • Build Rapport
  • Do Not Respond with Negative Words or Emotion
  • Offer a Verbal Solution to Your Customer

Module Eight: Dealing with the Customer In Person 

  • Listen to the Customer’s Concerns
  • Build Rapport
  • Respond with Positive Words and Body Language
  • Aside from Words

Module Nine: Sensitivity in Dealing with Customers 

  • Customers who are Angry
  • Customers who are Rude
  • Customers with Different Cultural Values
  • Customers who Cannot be Satisfied

Module Ten: Scenarios of Dealing with a Difficult Customer 

  • Angry Customer
  • Rude Customer
  • A Customer from Another Culture
  • An Impossible to Please Customer

Module Eleven: Following up With a Customer Once You Have Addressed Their Issue

  • Call the Customer
  • Send the Customer an Email
  • Mail the Customer a Small Token
  • Snail-Mail a Handwritten or Typed Letter

Module Twelve: Wrapping Up

Course 4 - Sales Fundamentals

Section One: Getting Started

  • Objectives

Section Two: Learn the Lingo

  • Types of Sales
  • More Common Sales Approaches
  • Glossary of Common Terms

Section Three: Preparing to Make the Call

  • Identifying the Right Person to Contact
  • Research and Planning
  • Creating Potential Solutions

Section Four: Make the Appointment

  • First Impressions
  • Making the Cold Call
  • Using the Referral Opening

Section Five: Pitch your Product

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • What’s in it for me?

Section Six: Managing Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies

Section Seven: Closing the Sale

  • Understanding Buying Signals
  • Closing Techniques
  • Things to Remember

Section Eight: Following Up

  • Thank You Notes
  • Customer Service Issues
  • Staying in Touch

Section Nine: Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals

Section Ten: Managing Your Data (CRM)

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems

Section Eleven: Using a Prospect Board

  • The Layout of a Prospect Board
  • How to use the prospect board
  • A Day in the Life of Your Board

Section Twelve: Wrapping Up

Course 5 - Telephone Etiquette

Module One : Getting Started

  • Course Objectives

Module Two : Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller

Module Three : Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t

Module Four : Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt You

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to Their Needs
  • Never Interrupt
  • Identify What You Can Do for Them

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation

Module Nine: Handling Voicemail Messages

  • Ensure the Voicemail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving a Message for Others

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys

Module Twelve: Wrapping Up

Course 6 - Coaching Salespeople

Module One: Getting Started

Module Two: What Is a Coach?

  • Be a Coach 
  • Roles 
  • Responsibilities 
  • Face Challenges 

Module Three: Coaching

  • Be Confident 
  • Build Connections 
  • Communicate 
  • Focus on the Process

Module Four: Process

  • Define Effective Salespeople 
  • Coaching vs. Training 
  • How Coachable Is an Employee (A. G.R.O.W.T.H.) 
  • Avoid the Gap

Module Five: Inspiring

  • Individualize 
  • Personalize Rewards 
  • Acknowledge Success 
  • Provide Opportunities Over Punishment

Module Six: Authentic Leadership

  • Vulnerability 
  • Be Yourself and Encourage Individuality 
  • Listening 
  • Appreciate Effort

Module Seven: Best Practices

  • SMART Goals 
  • Be Realistic 
  • Brainstorm Options 
  • Take Away

Module Eight: Competition

  • Social Pressure 
  • Gamification 
  • Rewards 
  • Don’t Go Overboard

Module Nine: Data

  • Provide Clear Metrics 
  • Measurable Results 
  • Analyze Data 
  • Visualize Trends

Module Ten: Maintenance Strategies

  • Benefits of Internal Program 
  • Choose a Method 
  • Create a Culture 
  • Train Coaches

Module Eleven: Avoid Common Mistakes

  • Poor Leadership 
  • Ineffective Communication 
  • Incomplete Data 
  • Don’t Be Afraid to Let Go

Module Twelve: Wrapping Up

Course 7 - Facilitation Skills

Module One - Getting Started

Module Two - Understanding Facilitation

  • What is facilitation?
  • What is a facilitator?
  • When is facilitation appropriate?

Module Three - Process vs Content

  • About process
  • About content
  • A facilitator's focus

Module Four - Laying the Groundwork

  • Choosing a facilitated approach
  • Planning for a facilitated meeting
  • Collecting data

Module Five - Tuckman and Jensen's Model of Team Development

  • Stage One - Forming
  • Stage Two - Storming
  • Stage Three - Norming
  • Stage Four - Performing

Module Six - Building Consensus

  • Encouraging participation
  • Gathering information
  • Presenting information
  • Synthesizing and Summarising

Module Seven - Reaching a Decision Point

  • Indentifying the options
  • Creating a short list
  • Choosing a solution
  • Using the multi-option technique

Module Eight - Dealing with Difficult People

  • Addressing disruptions
  • Common types of difficult people and how to handle them
  • Helping the group resolve issues on their own

Module Nine - Addressing Group Dysfunction

  • Using ground rules to prevent dysfunction
  • Restarting and reframing issues
  • Some of the ways of restarting and reframing includes
  • Getting people back on track

Module Ten - About Intervention

  • Why intervention may be necessary
  • When to intervene
  • Levels of intervention

Module Eleven - Intervention Techniques

  • Using your processes
  • Boomerang it back
  • ICE it - Identify, Check for agreement, Evaluate how to resolve

Module Twelve - Wrapping Up

Course 8 - Top 10 Sales Secrets

Module One: Getting Started 

Module Two: Effective Traits

  • Assertiveness 
  • Emotional Intelligence 
  • Solve Problems 
  • Close 

Module Three: Know Clients

  • Research 
  • Customer Values
  • Customer Needs 
  • Anticipate Needs 

Module Four: Product

  • Know Your Product 
  • Believe in the Company and Product 
  • Be Enthusiastic 
  • Link Product to Customer’s Values 

Module Five: Leads

  • Sift Leads 
  • Time vs. Cost of Pursuing Leads 
  • Let Go of Leads Going Nowhere 
  • Focus on Positive Leads

Module Six: Authority

  • Develop Expertise 
  • Know Your Competition 
  • Continue Education 
  • Solve Customer Problems Using Authority 

Module Seven: Build Trust

  • Testimonials 
  • Be Transparent 
  • Be Genuine 
  • Take on Customers’ Point of View 

Module Eight: Relationships

  • Listen Actively 
  • Communicate Often 
  • Rewards 
  • Build New Relationships 

Module Nine: Communication

  • Be Prepared, Not Scripted 
  • Use Humor 
  • Be Yourself 
  • Thank and Reward 

Module Ten: Self-Motivation

  • Value Your Work 
  • Reward Achievements 
  • Focus on Success 
  • Do Not Procrastinate 

Module Eleven: Goals

  • SMART Goals 
  • Long-Term Goals 
  • Short-Term Goals 
  • Track and Modify 

Module Twelve: Wrapping Up

Course 9 - Negotiation Skills

Module One - Getting Started

Module Two - Understanding Negotiation

  • Types of negotiations
  • The three phases
  • Skills for successful negotiation

Module Three - Getting Prepared

  • Establishing your WATNA and BATNA
  • Identifying your WAP
  • Identifying your ZOPA
  • Personal preparation

Module Four - Laying the Groundwork

  • Setting the time and place
  • Establishing common ground
  • Creating a negotiation framework
  • The negotiation process

Module Five - Phase One - Exchanging Information

  • Getting off on the right foot
  • What to share
  • What to keep to yourself

Module Six - Phase Two - Bargaining

  • What to expect
  • Techniques to try
  • How to break an impasse

Module Seven - About Mutual Gain

  • Three ways to see your options
  • About mutual gain
  • Creating a mutual gain solution
  • What do I want?
  • What do they want?
  • What do we want?

Module Eight - Phase Three - Closing

  • Reaching consensus
  • Building an agreement
  • Setting the terms of the agreement

Module Nine - Dealing with Difficult Issues

  • Being prepared for environmental tactics
  • Dealing with personal attacks
  • Controlling your emotions
  • Deciding when it's time to walk away

Module Ten - Negotiating Outside the Boardroom

  • Adapting the process for smaller negotiations
  • Negotiating via telephone
  • Negotiating via email

Module Eleven - Negotiating on Behalf of Someone Else

  • Choosing the negotiating team
  • Covering all the bases
  • Dealing with tough questions

Module Twelve - Wrapping Up

Course 10 - Motivating Your Sales

Module One: Getting Started

Module Two: Create a Motivational Environment

  • Conduct Frequent Team Check-Ins
  • Train Your Team
  • Emulate Best Practices
  • One Size Does Not Fit All!

Module Three:  Communicate to Motivate

  • Regular Group Meetings
  • Regular One on One Meetings
  • Focus on Strengths and Development Areas
  • Ask for Feedback

Module Four: Train Your Team

  • Focus on Training and Development
  • Peer Training
  • Mentoring
  • Keep the Focus Positive!

Module Five: Emulate Best Practices

  • Look to Industry Leaders
  • Solicit Team Member Suggestions
  • Take a Field Trip!    
  • Leverage Outside Expertise

Module Six: Provide Tools

  • The Right Tools
  • Ask Team Members What Tools They Need
  • Provide High Quality Tools
  • Allow for Training

Module Seven: Find Out What Motivates Employees

  • One Size Does Not Fit All!
  • Find Out What Motivates Individuals
  • Discover What Motivates the Team
  • Tailor Rewards to Employees

Module Eight: Tailor Rewards to the Employee

  • Motivation is Personal!
  • Choose 1-3 Motivators
  • Employee’s Personal Goals
  • Reward Achievements

Module Nine: Create Team Incentives

  • Incentives Foster Teamwork
  • Team Goals    
  • Choose 1-3 Motivators
  • Reward Achievements

Module Ten: Implement Incentives

  • Regular Incentives
  • Mark Milestones
  • Encourage Friendly Competition
  • Keep the Value Reasonable

Module Eleven: Recognize Achievements

  • Recognition Motivates!
  • Recognize Achievements Regularly
  • Recognize Achievements Publically
  • Document Achievements

Module Twelve: Wrapping Up

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

(957)
Average rating 4 out of 5 stars
5 star
49%
4 star
28%
3 star
14%
2 star
6%
1 star
3%

Jonathen Rodriguez

29 November 2021 10:18:51 AM

Great class

Troy Liao

16 November 2021 07:29:42 PM

I have learned a lot from this course especially the interuption skill.

Hannah Martin

16 November 2021 04:13:32 AM

good

Kimberley Chaney

3 November 2021 05:58:59 AM

Good course!

Shelley Gallagher

27 October 2021 08:11:15 AM

Good information and examples.

Mariya Edwin

20 October 2021 07:32:23 AM

Excellent

Nivin Youkhana

16 October 2021 06:55:51 PM

good

Nivin Youkhana

13 October 2021 02:52:08 PM

informative course... Love it

Shelley Gallagher

9 October 2021 03:01:13 PM

Lots of interesting information and examples

Nivin Youkhana

8 October 2021 06:05:38 PM

Love this course

Nivin Youkhana

6 October 2021 10:32:06 PM

Good Course Love it.

Penelope Richardson

30 July 2021 08:28:48 PM

Very interesting course with some helpful and useful information.

Kevin James Lundt

10 June 2021 03:15:10 AM

Interesting.

Kevin James Lundt

10 June 2021 03:08:21 AM

Enjoyable, easy to access and understand the content.

Jacey Smithson

13 April 2021 08:46:45 AM

The greatest ever.

Alicia Brown

13 April 2021 08:16:02 AM

This Course is laid out perfect! I love Courses For Success they have helped me in my career growth and will continue to do so in the future!

Sandra Turner

24 March 2021 04:37:41 PM

content was good

Sandra Turner

24 March 2021 02:54:12 PM

very helpful content

Boniface Philip

2 March 2021 11:11:45 AM

Informative

Donna Christine R. Ramos

11 February 2021 05:13:33 PM

TEST

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1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008 with 5 courses, since then we have grown to over 10,000 online courses. As our courses are delivered online via the internet, we sell our courses worldwide.

Our courses span across many categories including Academic, Animal, Beauty, Business, Career, Counseling, Creative & Media, Health & Therapy, Hobbies & Trades, IT, Personal Development, Sports & Fitness.

Some of the companies we work with include Groupon, Living Social, CNN, Entrepreneur, Mashable, Reed UK, Stack Social and many more.

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to email/info)(coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program was developed by Courses For Success to help our customers achieve success. Currently, we are offering this program for FREE with every course or bundle purchase this month. This is a limited time offer! We have received thousands of reviews for this program, please see: Personal Success Training Program Reviews

4.  Are there any requirements to study this course?

No, anyone who has an interest in learning more about this subject matter is encouraged to take our course. There are no entry requirements to take this course.

5.  Do I require to have finished high school to complete this course?

No, you do not require a High School Diploma or to have finished school to study this course, this course is open to anyone who would like to take this course.

6.  What if English is not my first language?

This course is provided in English, however, due to the digital nature of our training, you can take your time studying the material and make use of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After you have completed the payment, you will receive a confirmation email and tax receipt. You will also receive an email containing your course login details (username and password), as well as instructions on how to access and log in to your course via the internet with any device, please check your junk/spam folder in the event that you do not receive the email.

9.  When does this course start?

Providing you have internet access you can start this course whenever you like, just go to the login page and insert your username and password and you can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation. By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace. Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You don't need to be a computer expert to succeed with our online training, but you should be comfortable typing, using the internet and be capable of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

There is no time limit for completing this course, it can be studied in your own time at your own pace. Once you have purchased this course you will have unlimited lifetime access, meaning you can access this course whenever you want.

13.  How long will my course take?

Individual courses are designed to be completed within 6-8 hours.

If you choose a course bundle, simply multiply the above hours by the number of courses included in the bundle.
For example:

  • 2 course bundle is 2 x 6-8 hours = 12-16 hours
  • 3 course bundle is 3 x 6-8 hours = 18-24 hours
  • 5 course bundle is 5 x 6-8 hours = 30-40 hours
  • 10 course bundle is 10 x 6-8 hours = 60-80 hours
14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes, you will be required to complete a multiple-choice test online at the end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You will receive a Certificate of Completion that is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers and employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I had a very good experience with my course. It has helped me to get multiple jobs and prepared me for almost everything I would need to know. The course was very informative and easy to understand and broken up perfectly to be done in a short amount of time while still learning a good amount! I would recommend Courses for Success to anyone trying to get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our completion certificates are very valuable and will help you progress in your work environment and show employers how committed you are to learn new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying and completing this course will show employers that you have the knowledge in this field, additionally you will gain more confidence in this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses are studied online at your own pace and you are free to study as many or as few courses as you wish, we also offer online course bundles that allow you to save on additional courses so that you may get all the topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card, Bank Transfer and Amazon Pay for the USA. For payment plans, we offer Sezzle for USA & Canada, Afterpay for Australia & New Zealand. *For faster transaction Credit Card payments are preferred. Please purchase online via our website course product page or contact us at email/info)(coursesforsuccess.com, to pay via bank transfer.

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at email/info)(coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at email/info)(coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to email/info)(coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes, you can customize your own bundle. Please send us the complete list with the exact course link of the courses you'd like to bundle up via email email/info)(coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at email/info)(coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

We provide a 7 Day Money Back Refund on all Courses

Special Offer

 

Receive The Personal Success Training Program FREE, When You Purchase This Course - Limited Time Remaining!  (Value $600)

 

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Benefits:
  • How to layout a Success Plan.
  • Get where you want to be in life.
  • How to unclutter your mind to succeed.
  • Achieve your dreams using your imagination.
  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID: CFS02CCT10CB
Delivery Mode: Online
Access: Lifetime
Tutor Support: Yes
Time: Study at your own pace
Duration: 60-80 Hours
Assessments: Yes
Qualification: Certificate

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