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SANTA DISCOUNTS & FREE UPGRADES - BUY TODAY & SAVE UP TO 50% ON COURSES & UP TO 97% ON BUNDLES - PLUS GET A FREE UPGRADE TO THE NEXT BUNDLE - OFFER EXTENDED ONE DAY - LEARN MORE
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Ultimate Telemarketing Online Bundle, 10 Certificate Courses

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About This Course
What you will learn - Learn negotiation strategies to improve sales results
  • Phases of Negotiation
  • Types of Negotiation
  • Speaking with Your Hands
  • The Truth Plane
  • Employee Evaluations
  • Peer Monitoring
  • Predictability
  • Reciprocation
Get BIG Savings with our Ultimate Telemarketing Online Bundle, 10 Certificate Courses
  1. Telemarketing
  2. CRM: An Introduction to Customer Relationship Management
  3. Reading Body Language as a Sales Tool
  4. Telephone Etiquette
  5. Overcoming Sales
  6. Influence and Persuasion
  7. Communication Strategies
  8. Dealing With Difficult People
  9. Handling a Difficult Customer
  10. Building Relationships for Success in Sales
1. Telemarketing: Learn negotiation strategies to improve sales results

This course will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.

Key Learning Objectives

  • Communicate effectively
  • Develop personal telemarketing script
  • Close a sale
2. CRM: An Introduction to Customer Relationship Management: Study CRM Online Training; Learn About Customer Relationship and its Importance in a Successful Business

This CRM Online Training will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.

Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?

Key Learning Objectives

  • CRM Overview
  • What is Crisis Management?
  • Training Leaders and Staff
  • Conducting the Crisis Audit
  • Performing a Risk Level Analysis
  • Developing a Response Process
  • Consulting with the Experts
  • Incident Management Techniques
  • Working Through the Issues
  • Establishing an Emergency Operations Center
  • Building Business Continuity and Recovery
  • Walliallia
  • Recovering and Moving On
3. Body Language: Reading Body Language as a Sales Tool: Learn How To Interpret Personal Space

Body language can make or break our efforts to establish long, trusting relationships. Our body language can help to reinforce and add credibility to what we say, or it can contradict our words. This course can help you make sure your body language is sending the right message.

In this course, you will learn how to interpret personal space, gestures, facial expressions, body movements, and posture. You’ll also learn how to send the right message with body language, dress, and personal interactions.

Key Learning Objectives

  • Apply your knowledge of body language to improve communication.
  • Understand the impact of space in a conversation.
  • Understand the nuances of body language from a range of areas including your face, hands, arms, legs, and posture.
  • Use mirroring and matching techniques to build rapport.
  • Shake hands with confidence.
  • Dress for success.
4. 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.

Key Learning Objectives

  • 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
5. Overcoming Sales: 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.

Key Learning Objectives

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognize different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale
6. Influence and Persuasion: Speak With Persuasion And Become Influential

When we talk about influence and persuasion, we often talk about marketing and sales. However, we influence in many ways and with great frequency. This course will teach you how to speak with influence and persuasion.

In this course, you will learn how to speak persuasively, communicate with confidence, build rapport, develop a strong presentation, and leverage storytelling. You’ll also receive an introduction to basic neuro linguistic programming techniques.

Key Learning Objectives

  • Make decisions about using persuasion versus manipulation.
  • Apply the concepts of pushing and pulling when influencing others.
  • Describe different techniques for getting persuasive conversations and presentations underway.
  • Make a persuasive presentation by using the 5 S’s.
  • Apply storytelling techniques to extend influence.
  • Leverage concepts of neuro linguistic programming in everyday influence and persuasion.
7. 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 communication skills training course will help you understand the different methods of communication and how to make the most of each of them.

Key Learning Objectives

  • 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
8. Dealing With Difficult People: Learn the Basics of Conflict Resolution 

Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.

In this Workplace Conflict Resolution Training Course: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.

Key Learning Objectives

  • Recognize how your own attitudes and actions affect others.
  • Find new and effective techniques for dealing with difficult people.
  • Learn some techniques for managing and dealing with anger.
  • Develop coping strategies for dealing with difficult people and difficult situations.
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 customer service online training 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.

Key Learning Objectives

  • 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. Building Relationships for Success in Sales: Learn How to Create Strong Client Relationship 

More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.

This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.

Key Learning Objectives

  • Discover the benefits of developing a support network of connections.
  • Understand how building relationships can help you develop your business base.
  • Learn how to apply communication techniques to build your network.
  • Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
  • Recognize the key interpersonal skills and practice using them.

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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. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.

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

Course 1 - Telemarketing Online Certificate Course

Session One: Course Overview

Session Two: Pre-Assignment Review

Session Three: Verbal Communication

  • Being Yourself and Sounding Your Best
  • A Service Image
  • Session Four: To Serve and Delight
  • What You Say and What it Means
  • Planning the Ideal Answer

Session Five: Exceptional Things about Telephone Sales

Session Six: Building Trust

Session Seven: It’s More Than Just a Phase

  • Phases of Negotiation
  • Types of Negotiation

Session Eight: Communication Essentials

  • Active Listening Skills
  • Ten Ingredients for Good Communication
  • Asking Good Questions

Session Nine: Developing Your Script

  • The Basic Script
  • Sample Script
  • Making the Script Yours

Session Ten: Pre-Call Planning

Session Eleven: Phone Tag and Call Backs

Session Twelve: Following Up

Course 2 - CRM: An Introduction to Customer Relationship Management Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Burst Water Pipe
  • Call Center

 Session 2: What is Crisis Management?

  • Defining Terms
  • What Makes a Crisis?
  • The Crisis Management Team
  • Creating the Team

 Session 3: Training Leaders and Staff

  • Training Essentials
  • Three Pronged Approach
  • Conducting Training

 Session 4: Conducting the Crisis Audit

  • Why Audit?
  • Documentation Audit
  • 360 Degree Audit
  • Online Audit
  • Sample Audit Questions
  • Other Audit Considerations
  • Using a Risk Matrix

 Session 5: Performing a Risk Level Analysis

  • The Four Categories
  • Case Study, Scenario One
  • Case Study, Scenario Two
  • Case Study, Scenario Three

 Session 6: Developing a Response Process

  • Pre-Assignment Review
  • Crisis Response Process
  • Step Two: Perform Basic Crisis Management Steps
  • Step Three: Trigger the Crisis Response Process (If Appropriate)
  • Remember: Stay Flexible!

 Session 7: Consulting with the Experts

  • Considering Your Resources
  • Making Connections

 Session 8: Incident Management Techniques

  • Case Study
  • Responding to Incidents
  • Incident Related Documentation
  • Other Documents
  • Investigating Incidents
  • Accident Investigation Kit
  • Steps to Follow

 Session 9: Working Through the Issues

  • Model Overview
  • The Problem Solving Model
  • Keeping an Open Mind
  • Solving Problems the Right Way
  • Phase One
  • Definition
  • Analysis
  • Analysis
  • Phase Two
  • Brainstorming
  • Checkerboard
  • Research and Report
  • Phase Three
  • Solution Planning Worksheet
  • Three Types of Decisions
  • Advice from an Expert
  • Eight Ingredients for Good Decision Making

 Session 10: Establishing an Emergency Operations Center

  • EOC Considerations
  • Making Connections
  • Who is In Charge?

 Session 11: Building Business Continuity and Recovery

  • Creating Continuity
  • Making Connections
  • Essential Crisis Plan Elements

 Session 12: Walliallia

  • Background
  • Exercise One: Gas Line Explosion at Water Plant
  • Assignment
  • Exercise Two: How are you Feeling?
  • Assignment
  • Exercise Three: The Last Question
  • Assignment

 Session 13: Recovering and Moving On

  • Initial Adjustments
  • Working Things Out
  •  A Personal Action Plan
  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 3 - Reading Body Language as a Sales Tool

Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Pre-Course Assessment

 Session 2: Body Language

  • Making the Grade
  • Looking into Ourselves

 Session 3: Give Me Some Space!

  • Space Issues

 Session 4: What’s Your Face Saying?

  • Smiles Say It All
  • Head Games
  • Micro Expressions
  • Tips to Try
  • The Eyes Have It
  • The Eyesbrows Have It Too

 Session 5: What’s Your Body Saying?

  • Speaking with Your Hands
  • The Truth Plane
  • Tip
  • Getting a Leg Up
  • Tools of the Trade

 Session 6: Pre-Assignment Review

  • Review
  • Who Looks Really Engaged?
  • Who Looks Tired?
  • Who Looks Rushed?
  • Who Looks Neutral?
  • Putting it Together

 Session 7: Mirroring and Leading

  • Creating Relationships
  • Introduction
  • Matching and Mirroring
  • Pacing
  • Scenario One
  • Scenario Two
  • Leading

 Session 8: Monitoring Your Posture

  • Looking at Your Posture
  • Working on Your Posture

 Session 9: Dressing Up

  • What Should I Wear?
  • Shoes
  • Sleeve Length
  • Observe
  • Buttons
  • Ironing

 Session 10: Shaking Hands

  • Introduction
  • Degree of Firmness
  • Dryness of Hand
  • Depth of Grip
  • Duration of Grip
  • Eye Contact
  • Notes

 Session 11: How Are You Doing?

  • Making Connections
  • Scenario B
  • Scenario C
  • Scenario D

 Session 12: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 4 - Telephone Etiquette Online Certificate 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 5 - Overcoming Sales Objections Online Certificate 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 6 - Influence and Persuasion Online Certificate Course

 Session 1: Course Overview

  •     Learning Objectives
  •     Pre-Assignment-Article
  •     Pre-Assignment-Questions

Session 2: Understanding Persuasion

  •     How Persuasion Works
  •     Predictability
  •     Reciprocation
  •     Consistency and Commitment
  •     Social Evidence
  •     Authority
  •     Liking
  •     Scarcity
  •     Self-Interest
  •     Pre-Assignment Review

Session 3: Preparing to Persuade

  •     Pushing and Pulling
  •     Communicating with Confidence
  •     Have a Purpose
  •     Have an Outcome
  •     Make Sure the Receiver is Ready
  •     Apply Positive Intent
  •     Words to Watch Out For
  •     Your Inner Self Talk
  •     Frame of Reference
  •     Suspending Belief

Session 4: Getting Off on the Right Foot

  •     Building Rapport
  •     About Rapport
  •     Establish and Maintain Rapport
  •     Matching and Mirroring
  •     Body Language
  •     Voice Characteristics
  •     Pacing
  •     Scenario One
  •     Scenario Two
  •     Leading

Session 5: Presentation Strategies

  •     Five Points for Any Presentation
  •     The Five S Framework
  •     Preparing with the Five S Pattern

Session 6: Using Stories to Persuade

  •     The Importance of Story
  •     Stories Have to Make You Stand Out
  •     Your Story has to be Believable
  •     Storytelling Works When it Makes Something More
  •     Have a Beginning, Middle, and End
  •     Be Conscious of Our Attention Span
  •     Storytelling Time

Session 7: Using Neuro Linguistic Programming

  •     Defining Neuro Linguistic Programming
  •     Neuro + Linguistic + Programming =
  •     So What Does it Mean?
  •     A Brief History
  •     Understanding Common NLP Terms
  •     Embedding Positive or Negative Commands
  •     Storytelling Time
  •     Influencing Outcomes
  •     Presuppositions as Questions
  •     Insightful Sentences

Session 8: A Personal Action Plan

  •     Starting Point
  •     Where I Want to Go
  •     How I Will Get There

Course 7 - Communication Strategies Online Certificate 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

Course 8 - Dealing With Difficult People Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment

 Session 2: Conflict as Communication

  • Understanding Conflict
  • Do We Have To Fight?
  • What is A Conflict?
  • How About Avoidance?
  • Self-Assessment
  • Initiating the Move

 Session 3: Benefits of Confrontation

  • To Talk or Not to Talk
  • Determining Your Involvement
  • Reciprocal Relationships
  • Pre-Assignment Review
  • Improving Relationships

 Session 4: Preventing Problems

  • The Importance of Empathy
  • Dangerous Misconceptions
  • How You Prevent Problems
  • Preventing Problems

 Session 5: Getting Focused

  • Getting to the Heart of the Matter
  • What's Missing?
  • Peeling to the Core
  • The Three F's
  • Facts
  • Frequency
  • Frustrated Relationship

 Session 6: Managing Anger

  • Coping Strategies
  • Expressing Anger
  • Dealing with Other People's Anger
  • Guidelines for Assertive Anger
  • Start Positively
  • Be Direct
  • Specify the Degree of Anger
  • Don't Accuse Others of Making You Angry
  • Share Your Feelings of Threat and Fear
  • Acknowledge Your Responsibility
  • Avoid Self-Put Downs
  • Self-Protective Techniques to Block Criticism

 Session 7: Dealing with Problems

  • Dealing with Problems
  • Working With the Suggestions
  • Explaining the Suggestions
  • Causes of Difficult Behavior
  • The Difficulty of Others
  • Dealing with Others

 Session 8: The Three-Step Conflict Resolution Model

  • The Three-Step Model
  • Research
  • Presentation
  • Presentation – What to Do
  • Take Action
  • Getting the Hang of Things

 Session 9: Practice Makes Pretty Good

  • Planning: Step 1 - Research
  • Planning: Step 2 - Presentation
  • Planning: Step 3 - Take Action

 Session 10: Changing Yourself

  • Negative vs. Positive Interactions
  • Negative Interaction
  • Positive Interaction
  • Take the Wheel!
  • Walking Away
  • Your Organization
  • Dealing with Negative Feelings
  • Put Yourself in Charge of You
  • Monitor Your Self-Talk
  • Be in Control
  • Work on Your Sense of Humor
  • Have a Support Team

 Session 11: Why Don't People Do What They Are Supposed To?

  • The Big Question
  • Answering the Question

 Session 12: De-Stress Options to Use When Things Get Ugly

  • Belly Breathing
  • Visualize
  • Music
  • Acupressure and Massages
  • Laughter
  • General Coping Thoughts When Things Get Messy

 Session 13: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 9 - Handling a Difficult Customer Online Certificate 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 - Building Relationships for Success in Sales Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment

 Session 2: Focusing on Your Customer

  • Customer Focused Selling
  • Minimizing Challenges
  • Becoming Customer Focused
  • Understanding Effort vs. Results
  • How You Fit in the Quadrants
  • Considering the Possibilities

 Session 3: What Influences People in Forming Relationships?

  • Influences at Work
  • Appearance
  • Similarity
  • Complementarity
  • Reciprocity
  • Competence
  • Proximity
  • Exchange
  • The Effect of the Influences
  • Building Customer Connections
  • Building Common Ground

 Session 4: Disclosure

  • Disclosure
  • Self-Awareness and the Johari Windows
  • Understanding the Johari Window
  • Building Relationships with the Johari Window
  • Working with the Johari Window

 Session 5: How to Win Friends and Influence People

  • About Dale Carnegie
  • Discussing Carnegie's Principles
  • Talking about Interests
  • Try to See Things from Their Point of View
  • Changing the View
  • Genuinely Like Other People
  • Liking Others through Common Ground
  • Smile
  • Make Them Feel Important
  • Remembering Names
  • Don't Criticize Others
  • Avoid Criticizing
  • What's in it for Me?
  • Comparing the Stories
  • Carnegie's Principles

 Session 6: Communication Skills for Relationship Selling

  • Active Listening
  • Responding to Feelings
  • Reading Cues
  • Demonstration Cues
  • Tips for Becoming a Better Listener
  • Asking Questions
  • Using Open Questions
  • Creating Customer Focused Questions
  • Good Listeners

 Session 7: Non-Verbal Messages

  • Non-Verbal Messages
  • Managing Your Messages
  • Voice
  • Qualities of a Good Voice

 Session 8: Managing the Mingling

  • Understanding Networking
  • Tips for Remembering Names

 Session 9: The Handshake

  • The Handshake
  • Improving Your Handshake
  • Tips for Success
  • Business Card Etiquette

 Session 10: Small Talk

  • Small Talk
  • Making Small Talk
  • Starting Conv
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:

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was developed by Courses For Success to help our customers achieve
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course or bundle purchase this month. This is a limited time offer!

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take 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.

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By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

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You
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but you should be comfortable typing, using the internet and be capable
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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.

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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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Yes, all our courses are interactive.

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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.

17.  What type of certificate will I receive?

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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.

Course Bundles

MEGA BUNDLE FREE UPGRADE

Ultimate Telemarketing Online Bundle, 10 Certificate Courses

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Course Summary

  • Delivery: Online
  • Access: Unlimited Lifetime
  • Time: Study at your own pace
  • Duration: 6 to 8 hours per course
  • Assessments: Yes
  • Qualification: Certificate
About This Course
What you will learn - Learn negotiation strategies to improve sales results
  • Phases of Negotiation
  • Types of Negotiation
  • Speaking with Your Hands
  • The Truth Plane
  • Employee Evaluations
  • Peer Monitoring
  • Predictability
  • Reciprocation
Get BIG Savings with our Ultimate Telemarketing Online Bundle, 10 Certificate Courses
  1. Telemarketing
  2. CRM: An Introduction to Customer Relationship Management
  3. Reading Body Language as a Sales Tool
  4. Telephone Etiquette
  5. Overcoming Sales
  6. Influence and Persuasion
  7. Communication Strategies
  8. Dealing With Difficult People
  9. Handling a Difficult Customer
  10. Building Relationships for Success in Sales
1. Telemarketing: Learn negotiation strategies to improve sales results

This course will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.

Key Learning Objectives

  • Communicate effectively
  • Develop personal telemarketing script
  • Close a sale
2. CRM: An Introduction to Customer Relationship Management: Study CRM Online Training; Learn About Customer Relationship and its Importance in a Successful Business

This CRM Online Training will teach you how to make a decision about the need for CRM, the benefits of CRM, and how to coordinate the base requirements for a CRM undertaking.

Take a look in your wallet. How many points, rewards, and loyalty cards do you have? These are all examples of Customer Relationship Management (CRM) programs. What does your company offer to reward existing customers and gain new ones?

Key Learning Objectives

  • CRM Overview
  • What is Crisis Management?
  • Training Leaders and Staff
  • Conducting the Crisis Audit
  • Performing a Risk Level Analysis
  • Developing a Response Process
  • Consulting with the Experts
  • Incident Management Techniques
  • Working Through the Issues
  • Establishing an Emergency Operations Center
  • Building Business Continuity and Recovery
  • Walliallia
  • Recovering and Moving On
3. Body Language: Reading Body Language as a Sales Tool: Learn How To Interpret Personal Space

Body language can make or break our efforts to establish long, trusting relationships. Our body language can help to reinforce and add credibility to what we say, or it can contradict our words. This course can help you make sure your body language is sending the right message.

In this course, you will learn how to interpret personal space, gestures, facial expressions, body movements, and posture. You’ll also learn how to send the right message with body language, dress, and personal interactions.

Key Learning Objectives

  • Apply your knowledge of body language to improve communication.
  • Understand the impact of space in a conversation.
  • Understand the nuances of body language from a range of areas including your face, hands, arms, legs, and posture.
  • Use mirroring and matching techniques to build rapport.
  • Shake hands with confidence.
  • Dress for success.
4. 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.

Key Learning Objectives

  • 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
5. Overcoming Sales: 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.

Key Learning Objectives

  • Understand the factors that contribute to customer objections
  • Define different objections
  • Recognize different strategies to overcome objections
  • Identify the real objection
  • Find points of interest
  • Learn how to deflate objections and close the sale
6. Influence and Persuasion: Speak With Persuasion And Become Influential

When we talk about influence and persuasion, we often talk about marketing and sales. However, we influence in many ways and with great frequency. This course will teach you how to speak with influence and persuasion.

In this course, you will learn how to speak persuasively, communicate with confidence, build rapport, develop a strong presentation, and leverage storytelling. You’ll also receive an introduction to basic neuro linguistic programming techniques.

Key Learning Objectives

  • Make decisions about using persuasion versus manipulation.
  • Apply the concepts of pushing and pulling when influencing others.
  • Describe different techniques for getting persuasive conversations and presentations underway.
  • Make a persuasive presentation by using the 5 S’s.
  • Apply storytelling techniques to extend influence.
  • Leverage concepts of neuro linguistic programming in everyday influence and persuasion.
7. 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 communication skills training course will help you understand the different methods of communication and how to make the most of each of them.

Key Learning Objectives

  • 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
8. Dealing With Difficult People: Learn the Basics of Conflict Resolution 

Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.

In this Workplace Conflict Resolution Training Course: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.

Key Learning Objectives

  • Recognize how your own attitudes and actions affect others.
  • Find new and effective techniques for dealing with difficult people.
  • Learn some techniques for managing and dealing with anger.
  • Develop coping strategies for dealing with difficult people and difficult situations.
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 customer service online training 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.

Key Learning Objectives

  • 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. Building Relationships for Success in Sales: Learn How to Create Strong Client Relationship 

More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.

This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.

Key Learning Objectives

  • Discover the benefits of developing a support network of connections.
  • Understand how building relationships can help you develop your business base.
  • Learn how to apply communication techniques to build your network.
  • Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
  • Recognize the key interpersonal skills and practice using them.

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. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.

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Units of Study

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

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

Course 1 - Telemarketing Online Certificate Course

Session One: Course Overview

Session Two: Pre-Assignment Review

Session Three: Verbal Communication

  • Being Yourself and Sounding Your Best
  • A Service Image
  • Session Four: To Serve and Delight
  • What You Say and What it Means
  • Planning the Ideal Answer

Session Five: Exceptional Things about Telephone Sales

Session Six: Building Trust

Session Seven: It’s More Than Just a Phase

  • Phases of Negotiation
  • Types of Negotiation

Session Eight: Communication Essentials

  • Active Listening Skills
  • Ten Ingredients for Good Communication
  • Asking Good Questions

Session Nine: Developing Your Script

  • The Basic Script
  • Sample Script
  • Making the Script Yours

Session Ten: Pre-Call Planning

Session Eleven: Phone Tag and Call Backs

Session Twelve: Following Up

Course 2 - CRM: An Introduction to Customer Relationship Management Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Burst Water Pipe
  • Call Center

 Session 2: What is Crisis Management?

  • Defining Terms
  • What Makes a Crisis?
  • The Crisis Management Team
  • Creating the Team

 Session 3: Training Leaders and Staff

  • Training Essentials
  • Three Pronged Approach
  • Conducting Training

 Session 4: Conducting the Crisis Audit

  • Why Audit?
  • Documentation Audit
  • 360 Degree Audit
  • Online Audit
  • Sample Audit Questions
  • Other Audit Considerations
  • Using a Risk Matrix

 Session 5: Performing a Risk Level Analysis

  • The Four Categories
  • Case Study, Scenario One
  • Case Study, Scenario Two
  • Case Study, Scenario Three

 Session 6: Developing a Response Process

  • Pre-Assignment Review
  • Crisis Response Process
  • Step Two: Perform Basic Crisis Management Steps
  • Step Three: Trigger the Crisis Response Process (If Appropriate)
  • Remember: Stay Flexible!

 Session 7: Consulting with the Experts

  • Considering Your Resources
  • Making Connections

 Session 8: Incident Management Techniques

  • Case Study
  • Responding to Incidents
  • Incident Related Documentation
  • Other Documents
  • Investigating Incidents
  • Accident Investigation Kit
  • Steps to Follow

 Session 9: Working Through the Issues

  • Model Overview
  • The Problem Solving Model
  • Keeping an Open Mind
  • Solving Problems the Right Way
  • Phase One
  • Definition
  • Analysis
  • Analysis
  • Phase Two
  • Brainstorming
  • Checkerboard
  • Research and Report
  • Phase Three
  • Solution Planning Worksheet
  • Three Types of Decisions
  • Advice from an Expert
  • Eight Ingredients for Good Decision Making

 Session 10: Establishing an Emergency Operations Center

  • EOC Considerations
  • Making Connections
  • Who is In Charge?

 Session 11: Building Business Continuity and Recovery

  • Creating Continuity
  • Making Connections
  • Essential Crisis Plan Elements

 Session 12: Walliallia

  • Background
  • Exercise One: Gas Line Explosion at Water Plant
  • Assignment
  • Exercise Two: How are you Feeling?
  • Assignment
  • Exercise Three: The Last Question
  • Assignment

 Session 13: Recovering and Moving On

  • Initial Adjustments
  • Working Things Out
  •  A Personal Action Plan
  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 3 - Reading Body Language as a Sales Tool

Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment
  • Pre-Course Assessment

 Session 2: Body Language

  • Making the Grade
  • Looking into Ourselves

 Session 3: Give Me Some Space!

  • Space Issues

 Session 4: What’s Your Face Saying?

  • Smiles Say It All
  • Head Games
  • Micro Expressions
  • Tips to Try
  • The Eyes Have It
  • The Eyesbrows Have It Too

 Session 5: What’s Your Body Saying?

  • Speaking with Your Hands
  • The Truth Plane
  • Tip
  • Getting a Leg Up
  • Tools of the Trade

 Session 6: Pre-Assignment Review

  • Review
  • Who Looks Really Engaged?
  • Who Looks Tired?
  • Who Looks Rushed?
  • Who Looks Neutral?
  • Putting it Together

 Session 7: Mirroring and Leading

  • Creating Relationships
  • Introduction
  • Matching and Mirroring
  • Pacing
  • Scenario One
  • Scenario Two
  • Leading

 Session 8: Monitoring Your Posture

  • Looking at Your Posture
  • Working on Your Posture

 Session 9: Dressing Up

  • What Should I Wear?
  • Shoes
  • Sleeve Length
  • Observe
  • Buttons
  • Ironing

 Session 10: Shaking Hands

  • Introduction
  • Degree of Firmness
  • Dryness of Hand
  • Depth of Grip
  • Duration of Grip
  • Eye Contact
  • Notes

 Session 11: How Are You Doing?

  • Making Connections
  • Scenario B
  • Scenario C
  • Scenario D

 Session 12: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 4 - Telephone Etiquette Online Certificate 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 5 - Overcoming Sales Objections Online Certificate 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 6 - Influence and Persuasion Online Certificate Course

 Session 1: Course Overview

  •     Learning Objectives
  •     Pre-Assignment-Article
  •     Pre-Assignment-Questions

Session 2: Understanding Persuasion

  •     How Persuasion Works
  •     Predictability
  •     Reciprocation
  •     Consistency and Commitment
  •     Social Evidence
  •     Authority
  •     Liking
  •     Scarcity
  •     Self-Interest
  •     Pre-Assignment Review

Session 3: Preparing to Persuade

  •     Pushing and Pulling
  •     Communicating with Confidence
  •     Have a Purpose
  •     Have an Outcome
  •     Make Sure the Receiver is Ready
  •     Apply Positive Intent
  •     Words to Watch Out For
  •     Your Inner Self Talk
  •     Frame of Reference
  •     Suspending Belief

Session 4: Getting Off on the Right Foot

  •     Building Rapport
  •     About Rapport
  •     Establish and Maintain Rapport
  •     Matching and Mirroring
  •     Body Language
  •     Voice Characteristics
  •     Pacing
  •     Scenario One
  •     Scenario Two
  •     Leading

Session 5: Presentation Strategies

  •     Five Points for Any Presentation
  •     The Five S Framework
  •     Preparing with the Five S Pattern

Session 6: Using Stories to Persuade

  •     The Importance of Story
  •     Stories Have to Make You Stand Out
  •     Your Story has to be Believable
  •     Storytelling Works When it Makes Something More
  •     Have a Beginning, Middle, and End
  •     Be Conscious of Our Attention Span
  •     Storytelling Time

Session 7: Using Neuro Linguistic Programming

  •     Defining Neuro Linguistic Programming
  •     Neuro + Linguistic + Programming =
  •     So What Does it Mean?
  •     A Brief History
  •     Understanding Common NLP Terms
  •     Embedding Positive or Negative Commands
  •     Storytelling Time
  •     Influencing Outcomes
  •     Presuppositions as Questions
  •     Insightful Sentences

Session 8: A Personal Action Plan

  •     Starting Point
  •     Where I Want to Go
  •     How I Will Get There

Course 7 - Communication Strategies Online Certificate 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

Course 8 - Dealing With Difficult People Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment

 Session 2: Conflict as Communication

  • Understanding Conflict
  • Do We Have To Fight?
  • What is A Conflict?
  • How About Avoidance?
  • Self-Assessment
  • Initiating the Move

 Session 3: Benefits of Confrontation

  • To Talk or Not to Talk
  • Determining Your Involvement
  • Reciprocal Relationships
  • Pre-Assignment Review
  • Improving Relationships

 Session 4: Preventing Problems

  • The Importance of Empathy
  • Dangerous Misconceptions
  • How You Prevent Problems
  • Preventing Problems

 Session 5: Getting Focused

  • Getting to the Heart of the Matter
  • What's Missing?
  • Peeling to the Core
  • The Three F's
  • Facts
  • Frequency
  • Frustrated Relationship

 Session 6: Managing Anger

  • Coping Strategies
  • Expressing Anger
  • Dealing with Other People's Anger
  • Guidelines for Assertive Anger
  • Start Positively
  • Be Direct
  • Specify the Degree of Anger
  • Don't Accuse Others of Making You Angry
  • Share Your Feelings of Threat and Fear
  • Acknowledge Your Responsibility
  • Avoid Self-Put Downs
  • Self-Protective Techniques to Block Criticism

 Session 7: Dealing with Problems

  • Dealing with Problems
  • Working With the Suggestions
  • Explaining the Suggestions
  • Causes of Difficult Behavior
  • The Difficulty of Others
  • Dealing with Others

 Session 8: The Three-Step Conflict Resolution Model

  • The Three-Step Model
  • Research
  • Presentation
  • Presentation – What to Do
  • Take Action
  • Getting the Hang of Things

 Session 9: Practice Makes Pretty Good

  • Planning: Step 1 - Research
  • Planning: Step 2 - Presentation
  • Planning: Step 3 - Take Action

 Session 10: Changing Yourself

  • Negative vs. Positive Interactions
  • Negative Interaction
  • Positive Interaction
  • Take the Wheel!
  • Walking Away
  • Your Organization
  • Dealing with Negative Feelings
  • Put Yourself in Charge of You
  • Monitor Your Self-Talk
  • Be in Control
  • Work on Your Sense of Humor
  • Have a Support Team

 Session 11: Why Don't People Do What They Are Supposed To?

  • The Big Question
  • Answering the Question

 Session 12: De-Stress Options to Use When Things Get Ugly

  • Belly Breathing
  • Visualize
  • Music
  • Acupressure and Massages
  • Laughter
  • General Coping Thoughts When Things Get Messy

 Session 13: A Personal Action Plan

  • Starting Point
  • Where I Want to Go
  • How I Will Get There

Course 9 - Handling a Difficult Customer Online Certificate 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 - Building Relationships for Success in Sales Online Certificate Course

 Session 1: Course Overview

  • Learning Objectives
  • Pre-Assignment

 Session 2: Focusing on Your Customer

  • Customer Focused Selling
  • Minimizing Challenges
  • Becoming Customer Focused
  • Understanding Effort vs. Results
  • How You Fit in the Quadrants
  • Considering the Possibilities

 Session 3: What Influences People in Forming Relationships?

  • Influences at Work
  • Appearance
  • Similarity
  • Complementarity
  • Reciprocity
  • Competence
  • Proximity
  • Exchange
  • The Effect of the Influences
  • Building Customer Connections
  • Building Common Ground

 Session 4: Disclosure

  • Disclosure
  • Self-Awareness and the Johari Windows
  • Understanding the Johari Window
  • Building Relationships with the Johari Window
  • Working with the Johari Window

 Session 5: How to Win Friends and Influence People

  • About Dale Carnegie
  • Discussing Carnegie's Principles
  • Talking about Interests
  • Try to See Things from Their Point of View
  • Changing the View
  • Genuinely Like Other People
  • Liking Others through Common Ground
  • Smile
  • Make Them Feel Important
  • Remembering Names
  • Don't Criticize Others
  • Avoid Criticizing
  • What's in it for Me?
  • Comparing the Stories
  • Carnegie's Principles

 Session 6: Communication Skills for Relationship Selling

  • Active Listening
  • Responding to Feelings
  • Reading Cues
  • Demonstration Cues
  • Tips for Becoming a Better Listener
  • Asking Questions
  • Using Open Questions
  • Creating Customer Focused Questions
  • Good Listeners

 Session 7: Non-Verbal Messages

  • Non-Verbal Messages
  • Managing Your Messages
  • Voice
  • Qualities of a Good Voice

 Session 8: Managing the Mingling

  • Understanding Networking
  • Tips for Remembering Names

 Session 9: The Handshake

  • The Handshake
  • Improving Your Handshake
  • Tips for Success
  • Business Card Etiquette

 Session 10: Small Talk

  • Small Talk
  • Making Small Talk
  • Starting Conv
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.  

Free Personal Success Training Course

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!

Today, we are providing it for Free with all Course Purchases, as a special offer!

Benefits:

• How to layout a Success Plan.

• Get where you want to be in life.

• How to unclutter your mind to succeed.

• Achieve your dreams using your imagination.

• How to have faith in yourself.

Features:

• Life time access

• Complement your individual course purchase.

• Click here Personal Success Training Program to see thousands of positive reviews,

Hurry - offer - ends today!

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.

Course Bundles

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