About This Course
What you will learn - Learn How To Become An Effective Employee Of A Contact Center
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Get BIG Savings with our Contact Center Training Online Bundle, 5 Certificate Courses
- Contact Center Training
- Overcoming Sales Objections
- Handling a Difficult Customer
- Sales Fundamentals
- Telephone Etiquette
1. Contact Center Training: Learn How To Become An Effective Employee Of A Contact Center
For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
With our “Contact Center Training” course, you will discover the basic elements of being an effective employee of a contact center.
By the end of this Contact Center Training Short Course, you will be able to:
- How to get management involved in training.
- Why peer training works.
- That manners are important with a contact center.
- How to build rapport with the callers.
- How to deal with difficult customers.
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 boar
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
Receive Lifetime Access to Course Materials, so you can review at any time.
Join 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:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- 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.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
The Contact Center Training 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Contact Center Training
Module One: Getting Started
Module Two: It Starts at the Top
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
Module Three: Peer Training
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded Calls
- Cross Training
Module Four: How to Build Rapport
- Smile in Your Voice
- Engage in Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
Module Five: Learn to Listen
- Allow Customer to Talk
- Avoid Judgment
- Take Notes
- Recap the Call
Module Six: Manners Matter - Etiquette & Customer Service (I)
- Scripting
- Dead Air
- Tone & Inflection
- Saying it the Right Way
Module Seven: Manners Matter - Etiquette & Customer Service (II)
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
Module Eight: Handling Difficult Customers
- Keep Calm
- Listen, Repeat, and
- Avoid Placing Blame
- Solve the Problem
Module Nine: Getting the Necessary Information
- Have a Checklist
- Linear Thinking
- Open-Ended Questions
- Close-Ended Questions
Module Ten: Performance Evaluations
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
Module Eleven: Training Doesn’t Stop
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
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
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
Requirements
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 laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash 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
Requirements
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.
Device requirements:
Students will need access to a computer/any device and the internet.
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with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
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course or bundle purchase this month. This is a limited time offer!
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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?
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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?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
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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.
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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.
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You
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which demonstrates your commitment to learning new skills. You can share
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Also, include it in your resume/CV, professional social media profiles
and job applications.
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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.
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The Certificates are valid for life and do not need renewing.
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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.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
Contact Center Training Online Bundle, 5 Certificate Courses
Learn How To Become An Effective Contact Center Employee
Bundle Up & Save - Learn More and Save More when you Upgrade to one of our Course Bundles below - Save Up To 98%
Course Summary
- Delivery: Online
- Access: Unlimited Lifetime
- Time: Study at your own pace
- Duration: 6 to 8 hours per course
- Assessments: Yes
- Qualification: Certificate
3-DAY WEEKEND SALE - ENDS 24 NOV
BEAT THE PRICE RISE!
About This Course
What you will learn - Learn How To Become An Effective Employee Of A Contact Center
|
|
Get BIG Savings with our Contact Center Training Online Bundle, 5 Certificate Courses
- Contact Center Training
- Overcoming Sales Objections
- Handling a Difficult Customer
- Sales Fundamentals
- Telephone Etiquette
1. Contact Center Training: Learn How To Become An Effective Employee Of A Contact Center
For many people, the term Contact Center relates to sales calls and telemarketers. There are so many avenues that a contact center can be of assistance within a company that do not pertain to sales calls. A contact center can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact center is in the training. A well trained contact center can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business. They want to know that the person answering their questions knows what they are talking about. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount.
With our “Contact Center Training” course, you will discover the basic elements of being an effective employee of a contact center.
By the end of this Contact Center Training Short Course, you will be able to:
- How to get management involved in training.
- Why peer training works.
- That manners are important with a contact center.
- How to build rapport with the callers.
- How to deal with difficult customers.
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 boar
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
Receive Lifetime Access to Course Materials, so you can review at any time.
Join 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:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- 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.
Units of Study
Receive Lifetime Access to Course Materials, so you can review at any time.
The Contact Center Training 5 Course Bundle includes the following courses, below is a summary of each course:
Course 1 - Contact Center Training
Module One: Getting Started
Module Two: It Starts at the Top
- Create an Open Culture
- Understand Goals
- Understand Agents’ Responsibilities
- Identify Education Opportunities
Module Three: Peer Training
- Top Performing Employees
- Discuss Role with Company
- Critique Previously Recorded Calls
- Cross Training
Module Four: How to Build Rapport
- Smile in Your Voice
- Engage in Small Talk
- Listen, Acknowledge, and Empathize
- Be Yourself
Module Five: Learn to Listen
- Allow Customer to Talk
- Avoid Judgment
- Take Notes
- Recap the Call
Module Six: Manners Matter - Etiquette & Customer Service (I)
- Scripting
- Dead Air
- Tone & Inflection
- Saying it the Right Way
Module Seven: Manners Matter - Etiquette & Customer Service (II)
- “Reading” Your Customers
- Properly Transferring Calls
- Going the Extra Mile
- Limit Information
Module Eight: Handling Difficult Customers
- Keep Calm
- Listen, Repeat, and
- Avoid Placing Blame
- Solve the Problem
Module Nine: Getting the Necessary Information
- Have a Checklist
- Linear Thinking
- Open-Ended Questions
- Close-Ended Questions
Module Ten: Performance Evaluations
- Consistent Service
- Abandoned Calls
- Speed of the Answer
- Length of Call
Module Eleven: Training Doesn’t Stop
- Evaluate Progress
- Get Feedback on Training
- Kudos to Deserving Employees
- Have Monthly Meetings
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
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
Requirements
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 laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash 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
Requirements
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.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
•Beauty
•Business
•Health & Fitness
•Finance
•Lifestyle
•IT & Software
•Personal Development
•Teaching & Academics
2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund policy.
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!
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?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
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.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
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 info@coursesforsuccess.com
25. Can I request for an invoice before purchase?
Yes, you can request for an invoice via email at info@coursesforsuccess.com
26. Purchase for a gift?
Yes, you can purchase this course as a gift, simply send an email to 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 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 info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
