Summary
This module explores the fine art of negotiation, emphasising the difference between selling and negotiation, explaining the difference between someone’s position and interests, and knowing how to deal with unprincipled negotiators and their ‘dirty tactics’.
We all negotiate whether we realise it or not. But do we do it successfully? This module explores the fine art of negotiation emphasising the difference between selling and negotiation, explaining the difference between someone’s position and interests, and knowing how to deal with unprincipled negotiators and their ‘dirty tactics’.
The module will take about 20 minutes to complete and includes a short knowledge check to check your understanding.
Summary
This module is entitled ‘Essential Telephone Skills’ and it focuses on the fact that we never get a second chance to create a positive first impression.
We are going to take a look at the first greeting; putting the caller on hold; transferring a call; taking a message and leaving a voice mail or answer phone message.
This module will take about 20 minutes to complete and ends with a short assessment.
This training course teaches how to handle and solve any complaints you receive. Complaints are inherent to every business, and it’s essential that you know how to handle them well, whether they are received over the phone, via email, on social media, or made in person. This 20 minute course will give you the skills you need to handle complaints appropriately and resolve them successfully.