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Presentations that Get People Talking

Overview/Description Nothing can halt forward momentum in the sales cycle like a stale presentation. One-size-fits-all slide shows; long, droning lectures; exhaustive rundowns of features and capabilities – all great ways to lose an interested customer. If you want to keep your audiences engaged and intrigued, get them involved in your presentation. Target Audience Sales professionals interested in improving their ability to deliver sales presentations Expected Duration (hours) 0.1 Lesson ObjectivesPresentations That Get People Talking

Preventing Agent Absenteeism through Better Working Conditions

Overview/Description Excessive agent absenteeism is an issue for many call centers. This Business Impact examines a strategy for minimizing the problem. Expected Duration (hours) 0.1 Lesson ObjectivesPreventing Agent Absenteeism through Better Working Conditions

Pricing Strategy

Overview/Description Brand managers frequently must determine pricing strategies for new products. This challenge examines some of the key factors involved with making such decisions. Expected Duration (hours) 0.2 Lesson ObjectivesPricing Strategy

Prioritizing Rewards and Recognition in Call Centers

Overview/Description Incentives can help call centers minimize agent turnover. This Business Impact examines what makes a rewards and recognition program effective. Target Audience Call Center Representatives, Supervisors and Managers Expected Duration (hours) 0.1 Lesson ObjectivesPrioritizing Rewards and Recognition in Call Centers

Prompting Action Through Focused Communication

Overview/Description Making a sale is as much about communicating your ideas as it is developing your strategy. This Business Impact explores tactics and tips for focusing your communication in a way that moves your prospect to action. Target Audience Experienced sales professionals who wish to improve their ability to advance their sales by communicating with business acumen Expected Duration (hours) 0.1 Lesson ObjectivesPrompting Action through Focused Communication

Prospecting Strategically

Overview/Description You can achieve peak prospecting performance by identifying strategic targets, understanding customer issues, and conveying a powerful value proposition. This Challenge Series exercise explores how to use your prospecting strategy to isolate targets and to align your prospect's business issues to your value proposition. You'll play the role of a senior sales representative in a company that provides collaborative online boardroom solutions to executives. Target Audience Experienced sales professionals who wish to improve their ability to prospect strategically Expected...

Quality in a Support Center

Overview/Description Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents...

Regaining Your Customer’s Trust

Overview/Description Careless words and actions can quickly undermine the trusting relationships that you work so hard to develop with your customers. When you know you've lost a customer's trust, you'll have to make an honest, concerted effort to regain it. This Business Impact explores strategies for rebuilding trust and getting your relationship back on track. Target Audience Experienced sales professionals who wish to improve their ability to rebuild trust with customers Expected Duration (hours) 0.1 Lesson ObjectivesRegaining Your Customer's Trust

Responding to Bad News

Overview/Description How you prepare for and respond to bad news and lost sales can make the difference between a dead end and an even better sales opportunity. This Business Impact explores emotionally intelligent strategies for dealing with bad news and lost sales. Target Audience Experienced sales professionals who wish to improve their ability to deal effectively with bad news Expected Duration (hours) 0.1 Lesson ObjectivesResponding to Bad News

Responding to News of a Lost Sale

Overview/Description No matter what your skill or prior success, you won't win every sale. The fact of the matter is sometimes your customers will go with the competition, or find a different way to address their needs. How you handle such a loss, however, will mark how you're viewed as a professional. This Challenge Series product explores how to constructively handle the loss of a sale. You'll assume the role of a sales representative for an information services company. Target Audience Experienced sales professionals who wish to improve their ability to deal with bad news and lost sales...

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