Business Bundle

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
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

 

 

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