Business Skills Content

Business Correspondence Training
This includes two training courses to introduce rules and etiquette for writing professional business emails and letters.
WRITING PROFESSIONAL BUSINESS EMAILS

  • Introduction & Learning Objectives
  • Email or Letter?
  • General Etiquette
  • Structure
  • Templates
  • Formatting
  • Greeting and Signing Off
  • Example Emails
  • Basic Grammatical Rules
  • Use the Correct Tone
  • Golden Rules of Email Writing

WRITING PROFESSIONAL BUSINESS LETTERS

  •  Introduction & Learning Objectives
  •  Letter or Email?
  • House Style and Letter Templates
  • Letter Layout
  • Salutation & Complimentary Close
  • Structuring Your Letter (The 4-Point Plan)
  • Basic Grammatical Rules
  • Tone and Formatting
  • Golden Rules of Letter Writing

Introduction to Soft Skills Training
This introduces you to call handling, demonstrating how to deal with calls in a professional business
manner.

CUSTOMER SERVICE
First Impressions

  • Purpose & Learning Objectives
  • A Magic Question
  • Assignment
  • The Greeting
  • Two Stroke Greetings
  • Three Stroke Greetings
  • Four Stroke Greetings
  • A Word from your English Teacher
  • Bridging Statements

How to Say It

  • Purpose & Learning Objectives Examples
  • A Rule to Remember
  • Volume
  • Pace
  • Inflection
  • Pitch
  • Pause
  • Word Emphasis

Managing Emotional States

  • Purpose & Learning Objectives
  • Managing your own Emotional State
  • Technique 1: Breathe
  • Technique 2: Affirm
  • Technique 3: Relax
  • Managing the Customer’s Emotional State

Victim and Empowered Words

  • Purpose & Learning Objectives
  • Rule 1: Avoid Insider’s Talk
  • Rule 2: Beware of Gaps
  • Rule 3: Victim and Empowered Words
  • Rule 4: Please and Thank You
  • Rule 5: Correct Grammar

Customer Complaints

  • Purpose & Learning Objectives
  • Step 1: Listen
  • Step 2: Cushion
  • Step 3: Confirm Problem
  • Step 4: Request
  • Step 5: Negotiate
  • Step 6: Confirm Solution
  • Step 7: Perform Solution

Angry or Irate Customers

  • Purpose & Learning Objectives
  • Your First Step
  • The Exceptions
  • Abusive or Profane Customers
  • Final Advice
  • Mental Health

More than a Mouthpiece

  • Purpose & learning Objectives
  • Where New Product Ideas Come From
  • What to do with Feedback

INBOUND SALES
First Impressions

  • Purpose & Learning Objectives
  • A Magic Question
  • Assignment
  • The Greeting
  • Two Stroke Greetings
  • Three Stroke Greetings
  • Four Stroke Greetings
  • A Word from your English Teacher
  • Bridging Statements

How to Say It

  • Purpose & Learning Objectives
  • Examples
  • A Rule to Remember
  • Volume
  • Pace
  • Inflection
  • Pitch
  • Pause
  • Word Emphasis

Persuasion Psychology

  • Purpose & Learning Objectives
  • Catch Your Customer’s Enthusiasm
  • Don’t Let This Happen to You
  • Six Buying Influences
  • Influence 1: Reciprocity
  • Influence 2: Consistency
  • Influence 3: Liking
  • Influence 4: Social Proof
  • Influence 5: Authority
  • Influence 6: Scarcity
  • Influence 7: Turning Inquiries into Purchases

Up-Selling and Cross Selling

  • Purpose & Learning Objectives
  • Sales Pro or Order Taker?
  • Cross-Selling and Up-Selling
  • Bridging
  • Asking Questions
  • Anecdotes

More than a Mouthpiece

  • Purpose & learning Objectives
  • Where New Product Ideas Come From
  • What to do with Feedback

OUTBOUND SALES
Introduction to Persuasion

  • Purpose & Learning Objectives
  • A Dialogue Medium
  • An Unexpected Visitor
  • Trust
  • Staying motivated

The Opening

  • Purpose & Learning Objectives
  • First Impressions
  • Before You Connect
  • After You Connect
  • Three Required Elements – One
  • Three Required Elements – Two
  • Three Required Elements – Three
  • Getting Their Attention
  • Summary
  • Business to Business
  • Coping with Voice Mail

How to Say It

  • Purpose & Learning Objectives
  • Examples
  • A Rule to Remember
  • Volume
  • Pace
  • Inflection
  • Pitch
  • Pause
  • Word Emphasis

Building Buying Desire

  • Purpose & Learning Objectives
  • Engaging a Customer
  • Earning the Right
  • Developing the Need
  • Putting it all Together
  • Trust
  • Expect the Unexpected
  • No Presentation

Presenting Your Product

  • Purpose & Learning Objectives
  • Review
  • Features & Benefits
  • Know More Than You Tell
  • Features & Benefits Chart
  • Keep the Customer Engaged
  • Summary

Customer Reluctance

  • Purpose & Learning Objective
  • Tune In
  • Resistance
  • Curiosity
  • Hesitancy
  • Eagerness
  • Gaining Commitment
JTRewards.com will be down for maintenance from 6PM to 8PM this Sunday!
Signup and Save!