Ultimate Sales Fundamentals Online Bundle, 10 Certificate Courses

The Most Comprehensive Sales Bundle

Ultimate Sales Fundamentals Online Bundle, 10 Certificate Courses

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Learn to convince someone with a potential interest - 10 Courses in this Bundle

  1.  Sales Fundamentals

  2.  Overcoming Sales Objections

  3.  Negotiation Skills

  4.  Prospecting and Lead Generation

  5.  Top 10 Sales Secrets

  6.  Interpersonal Skills

  7.  Body Language Basics

  8.  Telephone Etiquette

  9.  Handling a Difficult Customer

  10.  Communication Strategies

1. 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

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. 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

4. Prospecting and Lead Generation: Master Numerous Prospecting Methods

Prospecting and lead generation is the method of making links which may lead to a sale or other promising result. The leads may come from various sources or undertakings, for example, via the Internet, through personal referrals, through telephone calls either by telemarketers, through advertisements, events, and purchase of lists of potential clients. These and other events can become more easily managed with this great workshop. 

With our Prospecting and Lead Generation course, you will begin to see how important it is to develop a core set of sales skills. By managing and looking at the way people interact and seeing things in a new light, you will improve on almost every aspect of their sales strategy.

Course Objectives:

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

5. 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

6. Interpersonal Skills: Learn Powerful Communication Skills!

We've all met that dynamic, charismatic person that just have a way with others, and has a way of being remembered. You will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name.

The Interpersonal Skills course will help you work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. You will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.

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

  • Understand the difference between hearing and listening
  • Know some ways to improve the verbal skills of asking questions and communicating with power
  • Understand what non-verbal communication is and how it can enhance interpersonal relationships
  • Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation
  • Identifying ways of creating a powerful introduction, remembering names, and managing situations when you've forgotten someone's name
  • Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people
  • Understand how the use of facts and emotions can help bring people to your side
  • Identify ways of sharing one's opinions constructively
  • Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
  • Learn tips in making an impact through powerful first impressions, situation assessment and being zealous without being offensive

7. Body Language Basics: Understanding Body Language is a Great Advantage in Daily Communication

Can you tell if someone is telling the truth just by looking at them? It is a skill that a lot of people do not have. Through Body Language Basics you will be given a set of tools to use to your advantage. These tools can be utilized in the office and at home. Understanding Body Language will provide you a great advantage in your daily communications.

Body Language Basics will provide you with a great set of skills to understand that what is not said is just as important than what is said. It will also give you the ability to see and understand how your own Body Language is being seen. You will be able to adjust and improve the way you communicate through non-verbal communications.

By the end of this Body Language Basics Online Short Course, you will be able to:

  • Define body language
  • Understand the benefits and purpose of interpreting body language
  • Learn to interpret basic body language movements
  • Recognise common mistakes when interpreting body language
  • Understand your own body language and what you are communicating
  • Practice your body language skills

8. 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

9. 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

10. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships 

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.

This course will help you understand the different methods of communication and how to make the most of each of them.

Course Topics:

  • Paraverbal Communication
  • Body Language
  • The four stages in the Appreciative Inquiry model are known as the 4-D cycle
  • Speaking Like a Star
  • Positive Signals

By the end of this Communication Strategies Online Course, you will be able to:

  • Understand what communication is
  • Understand the different ways communication takes place
  • Overcome communication blockages
  • Make the most of non-verbal and paraverbal communication
  • Understand and utilize the STAR method
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Establish common ground with others

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

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.

The Sales Fundamentals 10 Course Bundle includes the following courses, below is a summary of each course: 

Course 1 - Certificate In Sales Fundamentals Online Course

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

  • Words from the Wise

Course 2 - Certificate In Overcoming Sales Objections Online Course

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 - Certificate In Negotiation Skills Online Course

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 4 - Certificate In Prospecting and Lead Generation Online Course

Module One: Getting Started

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

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

Module Two: Prospecting

  • Make It a Priority
  • Identify Your Ideal Prospect
  • Choose Prospecting Methods
  • Make It a Habit

Module Three: Traditional Marketing Methods

  • Cold Calling
  • Direct Mail
  • Trade Shows
  • Networking

Module Four: New Marketing Methods

  • Social Networking
  • Search Engine Marketing
  • Email Marketing
  • Display Advertising

Module Five: Generating New Leads

  • Become a Brand
  • Webinars
  • Blogs
  • Engaging Video

Module Six: Avoid Common Lead Generation Mistakes

  • Limiting Channels
  • Failure to Provide Value
  • Failure to Connect
  • Failure to Try

Module Seven: Educate Prospects

  • Content Creation
  • Stand Out from the Competition
  • Fill Customer Needs
  • Always Deliver on Promises

Module Eight: The Pipeline

  • Contact
  • Meet
  • Propose
  • Close

Module Nine: Follow up Communication

  • Know Your Leads
  • Move Quickly
  • Know How to Respond
  • Set Future Meetings

Module Ten: Track Activity

  • Use the Appropriate Tools
  • Assess ROI
  • Assess Your Advertising Sources
  • Record Information about Leads

Module Eleven: Create Customers

  • Develop Relationships
  • Show Genuine Interest
  • Be Professional
  • Show Reliability and Integrity

Module Twelve: Wrapping Up

Course 5 - Certificate In Top 10 Sales Secrets Online Course

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 6 - Certificate In Interpersonal Skills Online Course

Module One - Getting Started

Module Two - Verbal Communication Skills

  • Listening and hearing: they aren't the same thing
  • Asking questions
  • Communicating with power

Module Three - Non-Verbal Communication Skills

  • Body language
  • The signals you sent to others
  • It's not what you say, it's how you say it

Module Four - Making Small Talk and Moving Beyond

  • Starting a conversation
  • The four levels of conversation

Module Five - Moving the Conversation Along

  • Asking for examples
  • Using repetition
  • Using summary questions
  • Asking for clarity and completeness

Module Six - Remembering Names

  • Creating a powerful introduction
  • Using Mnemonics
  • Uh-oh... I've forgotten your name

Module Seven - Influencing Skills

  • Seeing the other side
  • Building a bridge
  • Giving in without giving up

Module Eight - Bringing People to Your Side

  • A dash of emotion
  • Plenty of facts
  • Bringing it all together

Module Nine - Sharing your Opinion

  • Using I-messages
  • Disagreeing constructively
  • Building consensus

Module Ten - Negotiation Basics

  • Preparation
  • Opening
  • Bargaining
  • Closing

Module Eleven - Making an Impact

  • Creating a powerful first impression
  • Assessing a situation
  • Being zealous without being offensive

Module Twelve - Wrapping Up

Course 7 - Certificate In Body Language Basics Online Course

Module One - Getting Started

Module Two -Communicating with Body Language

  • Learning a new language
  • The power of body language
  • More than words
  • Actions speak louder than words

Module Three - Reading Body Language

  • Head position
  • Translating gestures into words
  • Open vs Closed body language
  • The eyes have it

Module Four - Body Language Mistakes

  • Poor posture
  • Invading personal space
  • Quick movements
  • Fidgeting

Module Five - Gender Differences

  • Facial Expressions
  • Personal Distances
  • Female Body Language
  • Male Body Language

Module Six - Nonverbal Communication

  • Common gestures
  • The signals you send to others
  • It's not what you say, it's how you say it
  • What your posture says

Module Seven - Facial Expressions

  • Linked with emotion
  • Micro-expressions
  • Facial action coding systems (FACS)
  • Universal facial expressions

Module Eight - Body Language in Business

  • Communicate with power
  • Cultural differences
  • Building trust
  • Mirroring

Module Nine - Lying and Body Language

  • Watch their hands
  • Forced smiles
  • Eye contact
  • Changes in posture

Module Ten - Improve your Body Language

  • Be aware of your movements
  • The power of confidence
  • Position and posture
  • Practice in a mirror

Module Eleven - Matching your Words to your Movement

  • Involuntary movements
  • Say what you mean
  • Always be consistent
  • Actions will trump words

Module Twelve - Wrapping Up

Course 8 - Certificate In Telephone Etiquette Online Course

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

  • Words from the Wise

Course 9 - Certificate In Handling a Difficult Customer Online Course

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 10 - Certificate In Communication Strategies Online Course

Section One: Getting Started

Section Two: The Big Picture

  • What is Communication?
  • How Do We Communicate?
  • Who’s Listening?

Section Three: Barriers to Communication

  • It All Starts with Me
  • Common Barriers to Communication
  • Language Barriers
  • Cultural Barriers
  • Location Barriers

Section Four: Paraverbal Communication Skills

  • The Power of Pitch
  • The Power of Tone
  • Vocal Speed Camera

Section Five: Non-Verbal Communication

  • Your Body Speaks its own Language

Section Six: Speak Like a STAR
Using STAR

  • Situation
  • Task
  • Action
  • Response

Section Seven: Listening Skills

  • Ten Ways to Listen Better Today
  • Understanding Active Listening
  • Sending Positive Signals to Others

Section Eight: Asking Good Questions

  • Asking Open Questions
  • Probing Questions

Section Nine: Appreciative Inquiry

  • The Four Stages
  • The Purpose of Appreciative Inquiry

Section Ten: The Art of Conversation Using SPEAC

  • Suppose
  • Prepare
  • Enquire
  • Ascertain
  • Change

Section Eleven: Advanced Communication Skills

  • Precipitating Factors
  • Common Ground

Section 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

5 star
41%
4 star
26%
3 star
22%
2 star
9%
1 star
2%
(615)
Average rating 3.5 out of 5 stars

4 April 2020 08:19:16 PM

This course is great because negotiation is very key in day to day lives whether you realise it or not

28 March 2020 02:36:32 PM

An affordable and relaxed way to learn life long skills

18 March 2020 11:59:45 AM

Great

12 March 2020 04:34:18 AM

Great

28 February 2020 01:49:26 PM

The course is very informative and gave me a excellent overview of what is needed in negotiating with difficult and different situations as they arise.

27 February 2020 12:21:17 AM

Great Course

22 February 2020 02:22:58 AM

Great course

22 February 2020 02:10:09 AM

Great course

6 February 2020 10:10:12 AM

Thank you! A great tool for sales techniques!

9 January 2020 05:52:11 PM

Great course!!!

14 December 2019 05:47:41 AM

extra treść

10 December 2019 04:29:54 PM

Awesome, learned so much, practical examples to try

2 December 2019 10:45:13 AM

Great!

3 November 2019 07:22:34 PM

Easy reading and makes you want to know more

10 September 2019 06:15:05 PM

exellent sales stratagies

22 August 2019 08:40:03 PM

Very helpful

18 August 2019 11:33:12 PM

Thank you for the specific course. Communication strategies allow me to better communicate with other people.

15 August 2019 01:41:47 PM

.

20 July 2019 09:46:14 AM

Very informative

2 July 2019 08:44:28 AM

A detailed and helpful course

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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.

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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:

  • 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
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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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About this Course

Learn to convince someone with a potential interest - 10 Courses in this Bundle

  1.  Sales Fundamentals

  2.  Overcoming Sales Objections

  3.  Negotiation Skills

  4.  Prospecting and Lead Generation

  5.  Top 10 Sales Secrets

  6.  Interpersonal Skills

  7.  Body Language Basics

  8.  Telephone Etiquette

  9.  Handling a Difficult Customer

  10.  Communication Strategies

1. 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

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. 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

4. Prospecting and Lead Generation: Master Numerous Prospecting Methods

Prospecting and lead generation is the method of making links which may lead to a sale or other promising result. The leads may come from various sources or undertakings, for example, via the Internet, through personal referrals, through telephone calls either by telemarketers, through advertisements, events, and purchase of lists of potential clients. These and other events can become more easily managed with this great workshop. 

With our Prospecting and Lead Generation course, you will begin to see how important it is to develop a core set of sales skills. By managing and looking at the way people interact and seeing things in a new light, you will improve on almost every aspect of their sales strategy.

Course Objectives:

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

5. 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

6. Interpersonal Skills: Learn Powerful Communication Skills!

We've all met that dynamic, charismatic person that just have a way with others, and has a way of being remembered. You will identify ways of creating a powerful introduction, remembering names, and managing situations when you’ve forgotten someone’s name.

The Interpersonal Skills course will help you work towards being that unforgettable person by providing communication skills, negotiation techniques, tips on making an impact, and advice on networking and starting conversations. You will also identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation.

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

  • Understand the difference between hearing and listening
  • Know some ways to improve the verbal skills of asking questions and communicating with power
  • Understand what non-verbal communication is and how it can enhance interpersonal relationships
  • Identify the skills needed in starting a conversation, moving a conversation along, and progressing to higher levels of conversation
  • Identifying ways of creating a powerful introduction, remembering names, and managing situations when you've forgotten someone's name
  • Understand how seeing the other side, building bridges and giving in without giving up can improve skills in influencing other people
  • Understand how the use of facts and emotions can help bring people to your side
  • Identify ways of sharing one's opinions constructively
  • Learn tips in preparing for a negotiation, opening a negotiation, bargaining, and closing a negotiation
  • Learn tips in making an impact through powerful first impressions, situation assessment and being zealous without being offensive

7. Body Language Basics: Understanding Body Language is a Great Advantage in Daily Communication

Can you tell if someone is telling the truth just by looking at them? It is a skill that a lot of people do not have. Through Body Language Basics you will be given a set of tools to use to your advantage. These tools can be utilized in the office and at home. Understanding Body Language will provide you a great advantage in your daily communications.

Body Language Basics will provide you with a great set of skills to understand that what is not said is just as important than what is said. It will also give you the ability to see and understand how your own Body Language is being seen. You will be able to adjust and improve the way you communicate through non-verbal communications.

By the end of this Body Language Basics Online Short Course, you will be able to:

  • Define body language
  • Understand the benefits and purpose of interpreting body language
  • Learn to interpret basic body language movements
  • Recognise common mistakes when interpreting body language
  • Understand your own body language and what you are communicating
  • Practice your body language skills

8. 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

9. 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

10. Communication Strategies: Build Better, Stronger, and More Fulfilling Relationships 

For the better part of every day, we are communicating to and with others. Whether it’s the speech you deliver in the boardroom, the level of attention you give your spouse when they are talking to you, or the look that you give to the cat, it all means something.

This course will help you understand the different methods of communication and how to make the most of each of them.

Course Topics:

  • Paraverbal Communication
  • Body Language
  • The four stages in the Appreciative Inquiry model are known as the 4-D cycle
  • Speaking Like a Star
  • Positive Signals

By the end of this Communication Strategies Online Course, you will be able to:

  • Understand what communication is
  • Understand the different ways communication takes place
  • Overcome communication blockages
  • Make the most of non-verbal and paraverbal communication
  • Understand and utilize the STAR method
  • Listen actively and effectively
  • Ask good questions
  • Use appreciative inquiry as a communication tool
  • Establish common ground with others

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

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.

The Sales Fundamentals 10 Course Bundle includes the following courses, below is a summary of each course: 

Course 1 - Certificate In Sales Fundamentals Online Course

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

  • Words from the Wise

Course 2 - Certificate In Overcoming Sales Objections Online Course

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 - Certificate In Negotiation Skills Online Course

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 4 - Certificate In Prospecting and Lead Generation Online Course

Module One: Getting Started

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

  • Identify prospects
  • Implement both traditional and new marketing methods
  • Use the pipeline effectively
  • Educate customers
  • Track activity and make adjustments as needed

Module Two: Prospecting

  • Make It a Priority
  • Identify Your Ideal Prospect
  • Choose Prospecting Methods
  • Make It a Habit

Module Three: Traditional Marketing Methods

  • Cold Calling
  • Direct Mail
  • Trade Shows
  • Networking

Module Four: New Marketing Methods

  • Social Networking
  • Search Engine Marketing
  • Email Marketing
  • Display Advertising

Module Five: Generating New Leads

  • Become a Brand
  • Webinars
  • Blogs
  • Engaging Video

Module Six: Avoid Common Lead Generation Mistakes

  • Limiting Channels
  • Failure to Provide Value
  • Failure to Connect
  • Failure to Try

Module Seven: Educate Prospects

  • Content Creation
  • Stand Out from the Competition
  • Fill Customer Needs
  • Always Deliver on Promises

Module Eight: The Pipeline

  • Contact
  • Meet
  • Propose
  • Close

Module Nine: Follow up Communication

  • Know Your Leads
  • Move Quickly
  • Know How to Respond
  • Set Future Meetings

Module Ten: Track Activity

  • Use the Appropriate Tools
  • Assess ROI
  • Assess Your Advertising Sources
  • Record Information about Leads

Module Eleven: Create Customers

  • Develop Relationships
  • Show Genuine Interest
  • Be Professional
  • Show Reliability and Integrity

Module Twelve: Wrapping Up

Course 5 - Certificate In Top 10 Sales Secrets Online Course

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 6 - Certificate In Interpersonal Skills Online Course

Module One - Getting Started

Module Two - Verbal Communication Skills

  • Listening and hearing: they aren't the same thing
  • Asking questions
  • Communicating with power

Module Three - Non-Verbal Communication Skills

  • Body language
  • The signals you sent to others
  • It's not what you say, it's how you say it

Module Four - Making Small Talk and Moving Beyond

  • Starting a conversation
  • The four levels of conversation

Module Five - Moving the Conversation Along

  • Asking for examples
  • Using repetition
  • Using summary questions
  • Asking for clarity and completeness

Module Six - Remembering Names

  • Creating a powerful introduction
  • Using Mnemonics
  • Uh-oh... I've forgotten your name

Module Seven - Influencing Skills

  • Seeing the other side
  • Building a bridge
  • Giving in without giving up

Module Eight - Bringing People to Your Side

  • A dash of emotion
  • Plenty of facts
  • Bringing it all together

Module Nine - Sharing your Opinion

  • Using I-messages
  • Disagreeing constructively
  • Building consensus

Module Ten - Negotiation Basics

  • Preparation
  • Opening
  • Bargaining
  • Closing

Module Eleven - Making an Impact

  • Creating a powerful first impression
  • Assessing a situation
  • Being zealous without being offensive

Module Twelve - Wrapping Up

Course 7 - Certificate In Body Language Basics Online Course

Module One - Getting Started

Module Two -Communicating with Body Language

  • Learning a new language
  • The power of body language
  • More than words
  • Actions speak louder than words

Module Three - Reading Body Language

  • Head position
  • Translating gestures into words
  • Open vs Closed body language
  • The eyes have it

Module Four - Body Language Mistakes

  • Poor posture
  • Invading personal space
  • Quick movements
  • Fidgeting

Module Five - Gender Differences

  • Facial Expressions
  • Personal Distances
  • Female Body Language
  • Male Body Language

Module Six - Nonverbal Communication

  • Common gestures
  • The signals you send to others
  • It's not what you say, it's how you say it
  • What your posture says

Module Seven - Facial Expressions

  • Linked with emotion
  • Micro-expressions
  • Facial action coding systems (FACS)
  • Universal facial expressions

Module Eight - Body Language in Business

  • Communicate with power
  • Cultural differences
  • Building trust
  • Mirroring

Module Nine - Lying and Body Language

  • Watch their hands
  • Forced smiles
  • Eye contact
  • Changes in posture

Module Ten - Improve your Body Language

  • Be aware of your movements
  • The power of confidence
  • Position and posture
  • Practice in a mirror

Module Eleven - Matching your Words to your Movement

  • Involuntary movements
  • Say what you mean
  • Always be consistent
  • Actions will trump words

Module Twelve - Wrapping Up

Course 8 - Certificate In Telephone Etiquette Online Course

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

  • Words from the Wise

Course 9 - Certificate In Handling a Difficult Customer Online Course

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 10 - Certificate In Communication Strategies Online Course

Section One: Getting Started

Section Two: The Big Picture

  • What is Communication?
  • How Do We Communicate?
  • Who’s Listening?

Section Three: Barriers to Communication

  • It All Starts with Me
  • Common Barriers to Communication
  • Language Barriers
  • Cultural Barriers
  • Location Barriers

Section Four: Paraverbal Communication Skills

  • The Power of Pitch
  • The Power of Tone
  • Vocal Speed Camera

Section Five: Non-Verbal Communication

  • Your Body Speaks its own Language

Section Six: Speak Like a STAR
Using STAR

  • Situation
  • Task
  • Action
  • Response

Section Seven: Listening Skills

  • Ten Ways to Listen Better Today
  • Understanding Active Listening
  • Sending Positive Signals to Others

Section Eight: Asking Good Questions

  • Asking Open Questions
  • Probing Questions

Section Nine: Appreciative Inquiry

  • The Four Stages
  • The Purpose of Appreciative Inquiry

Section Ten: The Art of Conversation Using SPEAC

  • Suppose
  • Prepare
  • Enquire
  • Ascertain
  • Change

Section Eleven: Advanced Communication Skills

  • Precipitating Factors
  • Common Ground

Section 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

(615)
Average rating 3.5 out of 5 stars
5 star
41%
4 star
26%
3 star
22%
2 star
9%
1 star
2%

4 April 2020 08:19:16 PM

This course is great because negotiation is very key in day to day lives whether you realise it or not

28 March 2020 02:36:32 PM

An affordable and relaxed way to learn life long skills

18 March 2020 11:59:45 AM

Great

12 March 2020 04:34:18 AM

Great

28 February 2020 01:49:26 PM

The course is very informative and gave me a excellent overview of what is needed in negotiating with difficult and different situations as they arise.

27 February 2020 12:21:17 AM

Great Course

22 February 2020 02:22:58 AM

Great course

22 February 2020 02:10:09 AM

Great course

6 February 2020 10:10:12 AM

Thank you! A great tool for sales techniques!

9 January 2020 05:52:11 PM

Great course!!!

14 December 2019 05:47:41 AM

extra treść

10 December 2019 04:29:54 PM

Awesome, learned so much, practical examples to try

2 December 2019 10:45:13 AM

Great!

3 November 2019 07:22:34 PM

Easy reading and makes you want to know more

10 September 2019 06:15:05 PM

exellent sales stratagies

22 August 2019 08:40:03 PM

Very helpful

18 August 2019 11:33:12 PM

Thank you for the specific course. Communication strategies allow me to better communicate with other people.

15 August 2019 01:41:47 PM

.

20 July 2019 09:46:14 AM

Very informative

2 July 2019 08:44:28 AM

A detailed and helpful course

Load more reviews Loading...
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 and Bank Transfer. *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.  

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Delivery Method

Online - Certificate

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Special Offer

 

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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.
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  • How to have faith in yourself.
Features:
  • 12 month online access,  24/7 anywhere.
  • Complement your individual course purchase.
  • Internationally recognized by the IAOTS.
  • Thousands of positive reviews.
  • Limited Time Offer - Ends Soon.
 

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Course Summary

Course ID: 020SF10CB
Delivery Mode: Online
Access: Unlimited lifetime
Time: Study at your own pace
Duration: 60-80 Hours for total bundle
Assessments: Yes
Qualification: Certificate

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