Certificate in Sales, Marketing and Customer Service

Understanding how to market a small business or any business is critical to its success. Knowing who your customer is, where they are and why they would buy your product or service are some of the fundamentals of building a marketing plan.

The core sections to this module are:

1. Develop marketing strategies
2. Determine a marketing mix for the business
3. Implement marketing strategies
4. Monitor and improve marketing performance

This module covers the following key elements of learning:  

• Determine objectives of the business plan, including marketing activity focus
• Evaluate customer base
• Understand what is ethically and culturally appropriate
• Determine a marketing mix according to market and business needs
• Determine marketing strategies, including briefing appropriate personnel on their responsibilities
• Monitor and evaluate activities and performance, and correct performance gaps
• Consult and communicate effectively with relevant people
• Research and monitor ongoing changes and improvements

Managing the finances are a ‘must-know’ for the business owner or manager to ensure its ongoing success. Core to the business are key reports – Profit and Loss, Balance Sheets, Cash Flow and Budgets. Think of them like a doctor’s report – you don’t just want your doctor to take your blood pressure to check if your healthy – you want a full report on your bloods, urine, heart and respiratory functions etc.

The combination of the above financial reports lets you know how healthy your business is and identify possible issues or areas to improve.

The core sections to this module are:

1. Implement financial plan
2. Monitor financial performance

This module covers the following key elements of learning:

• discuss benchmarking
• explain financial decision-making relevant to the business
• summarise significant financial indicators
• outline purposes of financial reports
• clarify preparation and interpretation of budget/actual reports
• identify principles for preparing balance sheets and their interpretation
• outline debt collection procedures or strategies
• characterise principles for preparing profit and loss statements and their interpretation
• discuss stock records and stock control relevant to the business.

Phone skills are a highly valuable tool to have in an your skill-set, and Call Center Training will help provide those skills. This course will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current clientele.
A more confident employee is also one that is happier, and happier employees will produce happier customers.

Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure that you are reaching your potential, and to keep your skill-set at a high level.

Module Objectives:

• Define and understand call center strategies.
• Identify different types of buying motivations.
• Create SMART Goals.
• Familiarize myself with strategies that sharpen effective communication.
• Use proper phone etiquette.
• Set benchmarks.

Creating a Great Webinar

Webinars are a great inexpensive way to reach a large number of people. Webinars are great tools if you want to market a new or improved product, train employees, demonstrate a new task, or have a meeting with employees located throughout the globe. Being an interactive form of media, Webinars provides a great environment for these activities and so much more.

Creating a Great Webinar is all about providing a great interaction between the presenter and the audience. You will develop the skills needed to promote, host, or facilitate a great Webinar for your company. Sharing your passion and knowledge with a Webinar is the best way to reach many with the power of one.

Module Objectives:

• Define webinars and their purpose
• Choose the best formats
• Prepare for webinars
• Avoid common mistakes
• Understand how to interact with the target audience
• Follow up successfully

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The Customer Service module will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Module Objectives:

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

Event Planning

Successful event planning starts with possessing good communication skills, being highly organized, and having the ability to follow up with vendors until completion.Preparation before, during, and after is crucial in helping reach your desired objectives.

With our Event Planning module, you will learn how to anticipate and solve common planning issues for any small event such as informal gatherings, up to complex meetings. Effectively troubleshooting will help ensure a happy and enjoyable event.

Module Objectives:

• Understand the different types of events
• Understand the planning process
• Know how to organize your event
• Understand how to manage and organize your staff effectively
• Know how to tie up loose ends after the event

Facilitation is often referred to as the new cornerstone of management philosophy. With its focus on fairness and creating an easy decision making process. Creating a comfortable environment through better facilitation will give you a better understanding of what a good facilitator can do to improve any meeting or gathering.

The Facilitation Skills module can help you make better decisions. This module will give you an understanding of what facilitation is all about, as well as some tools that you can use to facilitate small meetings. A strong understating of how a facilitator can command a room and dictate the pace of a meeting will have you on the road to becoming a great facilitator.

Module Objectives:

• Define facilitation and identify its purpose and benefits.
• Clarify the role and focus of a facilitator.
• Differentiate between process and content in the context of a group discussion.
• Provide tips in choosing and preparing for facilitation.
• Identify a facilitator’s role when managing groups in each of Tuckman and Jensen’s stages of group development: forming, storming, norming and performing.
• Identify ways a facilitator can help a group reach a consensus: from encouraging participation to choosing a solution.
• Provide guidelines in dealing with disruptions, dysfunctions and difficult people in groups.
• Define what interventions are, when they are appropriate and how to implement them.

Customer service is a necessary position in the job world today. It helps companies give customers what they want and what they need. Although many customers can be difficult, with the right training, skills, and knowledge, any difficult customer can be handled properly and effectively. With a positive attitude, you can effectively deal with the most difficult customers and both parties can end the conversation satisfied.

With The Handing A Challenging Customer module, you will learn how engaging customers properly can benefit both the employee and customer. Effective customer service can change a company’s reputation for the better. Through this module, you will gain a new perspective on how to react to negative customers and leave the customer satisfied and as a returning customer.

Module 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

Marketing has changed dramatically over the last decade. Marketing is all about communicating, and the Internet has completely changed the way people communicate. The Internet is a marketer’s dream come true, especially with Social Media, as you have a low-cost marketing tool that can reach a large audience.

Internet Marketing Fundamentals will provide you with a great set of skills to market your business online. Content is the king of Internet marketing, and you will need to know how to utilize your great content. If you want your business to grow, then you need to understand Internet Marketing Fundamentals.

Module Objectives:

• Know how to conduct market research
• Develop a workable internet marketing campaign
• Recognize your target market
• Understand your brand
• Grasp SEO and website characteristics
• Find and capture leads

Marketing is an essential element for every business. It can be that one missing piece of the puzzle, and when it fits the big picture is revealed.

You will be given an introduction to marketing and its benefits. If you are not marketing your business you will not grow, and if you do not grow you will not succeed. Marketing Basics will provide you with the basic knowledge and give you the ability to build and grow your business. Marketing has changed a lot recently and having a new perspective will give you the needed information to assist you in your marketing decisions. No matter what your product or service is, your business will benefit with a better understanding of marketing

Module Objectives:

• Define your market.
• Know the different types of marketing and ways to use them.
• Learn effective ways of communicating with the customer.
• Know how to set marketing goals and strategies.
• Recognize common marketing mistakes and know how to avoid them.

In this module, you will gain knowledge to effectively manage your image and value by forming solid networks through strategic communication planning. Effective networking is essential for day-to-day business or for those times when you are actively pursuing job opportunities.

This module is designed to provide practical and hands-on tools that will give you a skillset for dealing with the media and the public. Media and Public Relations is the most successful method of communicating your value to those around you. Furthermore, good networking skills enable you to tap into those relationships you already have and increase the scope of your network. The larger the scope the more people know you and can offer you opportunities.

Module Objectives:

• Network for success
• Manage “Meet and Great” opportunities
• Dress for success
• Write effectively
• Set goals
• Manage media relations
• Plan issue and crisis communication
• Use social media
• Deliver effective employee communication

Everyone can always use some inspiration and motivation. This module will help you target the unique ways each team member is motivated. Finding the right incentive for each member of your sales team is important as motivation works best when it is developed internally. Harness this through better communication, mentoring, and developing the right incentives.

This Motivating Your Sales Team module will help you create the right motivating environment that will shape and develop your sales team with right attitude and healthy competition. Instilling that unique seed which grows the motivation in your team will ensure an increase in performance and productivity. Have the best sales team you can have through better motivation.

Module Objectives:

• Discuss how to create a motivational environment
• Understand the importance of communication and training in motivating sales teams
• Determine steps your organization can take to motivate sales team members
• Understand the benefits of tailoring motivation to individual employees
• Apply the principles of fostering a motivational environment to your own organization

Experiencing a sales objection can be a disheartening event. Through this course you 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. Inevitably, objections may occur no matter the item being sold or presented. Learning to not take this personally and instead using the vital tools to counter those objections makes the challenge of closing the sale more satisfying.

Module Objectives:

• Understand the factors that contribute to customer objections.
• Define different objections.
• Recognize different strategies to overcome objections.
• Identify the real objections.
• Find points of interest.
• Learn how to deflate objections and close the sale.

Prospecting and lead generation is the method of making links which may lead to a sale or other promising result. The leads may come from various sources or undertakings, for example, via the Internet, through personal referrals, through telephone calls either by telemarketers, through advertisements, events, and purchase of lists of potential clients. These and other events can become more easily managed with this great workshop.
With our Prospecting and Lead Generation course, you will begin to see how important it is to develop a core set of sales skills. By managing and looking at the way people interact and seeing things in a new light, you will improve on almost every aspect of their sales strategy.

Module Objectives:

• Identify prospects
• Implement both traditional and new marketing methods
• Use the pipeline effectively
• Educate customers
• Track activity and make adjustments as needed

Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money.
The Sales Fundamentals workshop will give you a basic sales process, plus some basic sales tools, that you can use to seal the deal, no matter what the size of the sale. You will become more confident, handle objections, and learn how to be a great closer.

Module Objectives:

• Understand the language of sales
• Prepare for a sales opportunity
• Begin the discussion on the right foot
• Make an effective pitch
• Handle objections
• Seal the deal
• Follow up on sales
• Set sales goals
• Manage sales data
• Use a prospect board

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 workshop.
With our Telephone Etiquette workshop, 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 your career.

Module 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

Deciding to attend a trade show is a large investment for any company. Preparation is essential: It’s better not to go to a trade show than to go unprepared. Every person in your booth is an ambassador to your company, make sure they are prepared. Trade show attendees usually plan a list of whom they’re going to visit before ever entering the convention center doors, make sure you are on that list.
Make sure you have the right tools to succeed with our Trade Show Staff Training course. A successful trade show will benefit you on many levels. The most basic statistic is that it can cost half as much to close a sale made to a trade show lead as to one obtained through all other means. Get trained and get to that trade show!

Module Objectives:

• Recognize effective ways of preparing for a trade show
• Know essential points to setting up a booth
• Know the Dos and Don’ts behaviors during the show
• Acknowledge visitors and welcome them to the booth
• Engage potential customers and work towards a sale
• Wrap up the trade show and customer leads