Solution Selling

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: 27.0

Articulating a problem requires asking the right people the right questions. In this course, you'll learn about identifying stakeholders, gaining their input and trust, and using analysis techniques to get to the root cause of a problem.

• identify different types of project stakeholders
• effectively solicit stakeholder input on the impact of a problem by asking questions
• recognize techniques for gaining trust from project stakeholders
• match root causes of problems with the organizational level at which they typically occur
• recognize how to investigate root causes of problems using 5 Whys analysis
• recall the steps in using a fishbone diagram to investigate the root causes of a problem
• use appropriate methods to get to the root cause of a problem

Duration: 28.0

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations to add value to a customer's experience by creating and implementing strong, clearly defined service standards. In this course, you'll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You'll also learn how to develop and implement customer service standards and strategies.

• recall the importance of managing moments of truth
• recognize how to map and research moments of truth to improve the customer experience
• identify examples of guidelines for taking action on and evaluating moments of truth
• recognize examples of effective customer service standards
• identify examples of steps in the customer service standard development process
• recall the process for staying tuned into customers' needs
• recognize techniques for developing a customer service strategy that improves your customers' experience

Duration: 24.0

Part of problem solving is creating alternative solutions. In this course, you'll learn how to define ideal states and generate and evaluate problem solutions. You'll also learn how to recognize and avoid common problem-solving pitfalls.

• identify best practices for defining the ideal state
• apply best practices for generating alternatives to problems
• recall the steps for facilitating a group brainstorming session
• distinguish between various techniques for evaluating alternative solutions
• avoid common traps in the problem-solving process