Consulting Skills and Handling Complaints
25 minutes of learning covering the following topics:
- Introduction to the Consultative Approach
- Approach, Solutions, Perceptions and Importance
- Handling Customer Complaints
- Introduction to Handling Customer Complaints
- Customer Complaint Process
- Identify and Acknowledge the Complaint
- Investigate the Complaint
- Develop Solutions
- Respond
- Follow-up
Knowledge and Networks
20 minutes of learning covering the following topics:
- Developing Expertise
- Your Products
- Company Services
- Industry and the Industries You Serve
- Building a Network and Partnering with Customers
Communication Skills
55 minutes of learning covering the following topics:
- Introduction to Listening Skills
- Impediments to Effective Listening – Comparison, Mind-
- Reading, Filtering, Judging, Debating and Placating
- Active Listening, Summarising and Reflecting
- Questioning Skills
- Building Trust
- Telephone Skills
- Voicemail
- Answering the Phone
Consultative Selling
45 minutes of learning covering the following topics:
- The Importance of the Sales Process
- The Consultative Selling Process
- Finding and Qualifying Prospects
- Determining Need
- Book an appointment
- Conducting Effective Customer Meetings
- Writing Proposals
- Table of Contents
- Executive Overview
- The Need
- The Solution and Schedule
- Budget
- Conclusion and Qualifications
- Negotiating and Closing
- Follow-up and Selling the Next Increment
This e-learning course is suitable for self paced learning, distance learning and blended learning. This is an online training course and uses high quality multimedia with audio to fully engage the user.
Company Search
