Marketing Essentials Part 2

Duration: 6.0

Despite the seeming familiarity of the global community we live in, there are still strong cultural identities that need to be recognized. This Business Impact explores how sales professionals who deal with foreign clients must be culturally savvy when giving gifts.

Duration: 6.0

For a sales organization, giving gifts to clients helps strengthen business relationships. But gift giving can create ethical dilemmas if not handled properly. This Business Impact explores the ethical considerations of gift giving.

Duration: 6.0

Though easily formed, teams do not readily emerge as a cohesive and functioning group. Instead, they progress through a series of phases as individuals acclimate to each other and the challenges they must face together. This Business Impact focuses on a particularly difficult phase of team development: storming.

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Duration: 28.0

Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns. In this course, you'll learn how to build rapport with customers by paying close attention to their needs, connecting with them, and being positive. You'll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

• recall how to demonstrate to customers that they have your full attention
• recognize strategies for connecting with customers
• identify strategies for being positive and friendly in customer service
• recognize guidelines for empathizing with customers by relating your own experiences
• identify how to show you understand customers' feelings by reflecting their emotions
• recognize guidelines for normalizing customers' difficulties
• recognize guidelines for building rapport with customers

Duration: 22.0

The art of sales prospecting is an essential skill for sales professionals, even with all the technology and tools available today. Successful sales professionals recognize that prospecting is the key that unlocks the door to a winning sales process. This course will help you adopt a proper prospecting mindset and be able to leverage tools that will allow you to create a high quality list of prospects. You'll also learn how to prepare a value proposition and get ready to respond appropriately to prospects when you meet them face-to-face.

• identify tools and resources used for sales prospecting
• recognize how to use interpersonal methods for sales prospecting
• approach prospecting with a proper mindset by knowing the facts
• recognize strategies for uncovering ideal prospects
• respond appropriately when faced with a particular prospect mindset
• recognize the types of statements to prepare when getting ready to convey your value proposition to a prospect

Duration: 22.0

Effective negotiating and closing during the sales process should result in securing agreements. With an agreement in place, followed by a smooth implementation, your customer is happier, follow-on sales are more likely, and you, your company, and your customer achieve success. In this course, you will learn the ins and outs of negotiation, including the steps in the negotiation process, the proper mindset to have, how to overcome challenges, and the right negotiation skills to use. You will also learn what it takes to bring your sale to a successful close.

• recognize how to reframe a negative mindset towards the act of negotiation
• identify approaches that allow a sales professional to meet negotiation challenges
• match activities to the corresponding steps of the negotiation process
• recognize skills to apply when faced with negotiation challenges
• differentiate between types of negotiation styles
• identify skills that make closing a sale efficient and effective

Duration: 6.0

The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.

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Duration: 30.0

Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.

• classify examples of communication as formal or informal
• identify methods to overcome barriers to effective communication
• recognize the skills required for effective speaking
• match positive and negative vocal cues with examples
• identify the factors that contribute to effective listening
• match the mirroring behaviors involved in active listening to their characteristics
• identify the benefits of using paraphrasing techniques
• use verbal communication skills effectively in a customer support environment

Duration: 27.0

One of the most challenging and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques, you can usually defuse tense situations without incident. In this course, you'll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding or overcoming them. You'll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

• recognize examples of guidelines for taking responsibility for customer complaints
• match boundary-related customer service mistakes to strategies for preventing them
• match types of customer service rudeness to strategies for avoiding them
• recognize guidelines for defusing a customer's frustration
• identify strategies for investigating customer complaints
• recall guidelines for coming to a problem-resolving agreement with a customer
• recognize strategies for properly addressing and handling customer complaints

Duration: 6.0

Many salespeople concentrate primarily on closing big deals. This Business Impact examines the value of keeping a mix of all size prospects in the sales pipeline.

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