Sales and Marketing Soft Skills Bundle

200 Hours / 12 Months / Self-Paced

Course Overview:

The Sales and Marketing Soft Skills Bundle provides basic skills needed for a successful sales and marketing team. Participants will identify challenges and learn to push through to success. Within these workshops students will learn Body Language Basics, Call Center Training, Event Planning, High Performance Teams Inside the Company, In Person Sales, Marketing Basics and Fundamentals, Media and Public Relations, Motivating your Sales Team, Presentation Skills, Sales Fundamentals, Social Media Marketing, Telephone Etiquette, and the Top 10 Sales Secrets. By managing and looking at the way people interact and seeing things in a new light, participants will improve on almost every aspect of their career.

The Sales and Marketing Soft Skills Bundle includes the following courses:

  • Body Language Basics
  • Call Center Training
  • Coaching Salespeople
  • Contact Center Training
  • Creating a Great Webinar
  • Employee Recognition
  • Event Planning
  • High Performance Teams Inside the Company
  • High Performance Teams Remote Workforce
  • In Person Sales
  • Internet Marketing Fundamentals
  • Marketing Basics
  • Media And Public Relations
  • Motivating Your Sales Team
  • Multi-Level Marketing
  • Overcoming Sales Objections
  • Presentation Skills
  • Proposal Writing
  • Prospecting and Lead Generation
  • Sales Fundamentals
  • Servant Leadership
  • Social Media Marketing
  • Telephone Etiquette
  • Top 10 Sales Secrets
  • Trade Show Staff Training

Course Outline(s):

  Body Language Basics Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Communicating with Body Language

  • Learning a New Language
  • The Power of Body Language
  • More Than Words
  • Actions Speak Louder Than Words
  • Case Study
  • Module Two: Review Questions

Module Three: Reading Body Language

  • Head Position
  • Translating Gestures Into Words
  • Open Vs. Closed Body Language
  • The Eyes Have It
  • Case Study
  • Module Three: Review Questions

Module Four: Body Language Mistakes

  • Poor Posture
  • Invading Personal Space
  • Quick Movements
  • Fidgeting
  • Case Study
  • Module Four: Review Questions

Module Five: Gender Differences

  • Facial Expressions
  • Personal Distances
  • Female Body Language
  • Male Body Language
  • Case Study
  • Module Five: Review Questions

Module Six: Non-Verbal Communication

  • Common Gestures
  • The Signals You Send to Others
  • It’s Not What You Say, It’s How You Say It
  • What Your Posture Says
  • Case Study
  • Module Six: Review Questions

Module Seven: Facial Expressions

  • Linked with Emotion
  • Micro-Expressions
  • Facial Action Coding System (FACS)
  • Universal Facial Expressions
  • Case Study
  • Module Seven: Review Questions

Module Eight: Body Language in Business

  • Communicate With Power
  • Cultural Differences
  • Building Trust
  • Mirroring
  • Case Study
  • Module Eight: Review Questions

Module Nine: Lying and Body Language

  • Watch Their Hands
  • Forced Smiles
  • Eye Contact
  • Changes in Posture
  • Case Study
  • Module Nine: Review Questions

Module Ten: Improve Your Body Language

  • Be Aware of Your Movements
  • The Power of Confidence
  • Position and Posture
  • Practice In a Mirror
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Matching Your Words to Your Movement

  • Involuntary Movements
  • Say What You Mean
  • Always Be Consistent
  • Actions Will Trump Words
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Call Center Training Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self-Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

  • S = Situation
  • T = Task
  • A = Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  • Open Question
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

  • Knowing When It’s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Coaching Salespeople Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: What Is a Coach?

  • Be a Coach
  • Roles
  • Responsibilities
  • Face Challenges
  • Case Study

Module Three: Coaching

  • Be Confident
  • Build Connections
  • Communicate
  • Focus on the Process
  • Case Study
  • Module Three: Review Questions

Module Four: Process

  • Define Effective Salespeople
  • Coaching vs. Training
  • How Coachable Is an Employee (A G.R.O.W.T.H.)
  • Avoid the Gap
  • Case Study
  • Module Four: Review Questions

Module Five: Inspiring

  • Individualize
  • Personalize Rewards
  • Acknowledge Success
  • Provide Opportunities Over Punishment
  • Case Study
  • Module Five: Review Questions

Module Six: Authentic Leadership

  • Vulnerability
  • Be Yourself and Encourage Individuality
  • Listening
  • Appreciate Effort
  • Case Study
  • Module Six: Review Questions

Module Seven: Best Practices

  • SMART Goals
  • Be realistic
  • Brainstorm Options
  • Take Away
  • Case Study
  • Module Seven: Review Questions

Module Eight: Competition

  • Social Pressure
  • Gamification
  • Rewards
  • Don’t Go Overboard
  • Case Study
  • Module Eight: Review Questions

Module Nine: Data

  • Provide Clear Metrics
  • Measurable Results
  • Analyze Data
  • Visualize Trends
  • Case Study
  • Module Nine: Review Questions

Module Ten: Maintenance Strategies

  • Benefits of Internal Program
  • Choose a Method
  • Create a Culture
  • Train Coaches
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Avoid Common Mistakes

  • Poor Leadership
  • Ineffective Communication
  • Incomplete Data
  • Don’t Be Afraid to Let Go
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Contact Center Training Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: It Starts at the Top

  • Create an Open Culture
  • Understand Goals
  • Understand Agents’ Responsibilities
  • Identify Education Opportunities
  • Case Study
  • Module Two: Review Questions

Module Three: Peer Training

  • Top Performing Employees
  • Discuss Role with Company
  • Critique Previously Recorded calls
  • Cross training
  • Case Study
  • Module Three: Review Questions

Module Four: How to Build Rapport

  • Smile in Your Voice
  • Engage In Small Talk
  • Listen, Acknowledge, and Empathize
  • Be Yourself
  • Case Study
  • Module Four: Review Questions

Module Five: Learn to Listen

  • Allow Customer to Talk
  • Avoid Judgement
  • Take Notes
  • Recap the Call
  • Case Study
  • Module Five: Review Questions

Module Six: Manners Matter- Etiquette & Customer Service (I)

  • Scripting
  • Dead Air
  • Tone & Infection
  • Saying it the Right Way
  • Case Study
  • Module Six: Review Questions

Module Seven: Manners Matter- Etiquette & Customer Service (II)

  • “Reading” Your Customers
  • Properly Transferring Calls
  • Going the Extra Mile
  • Limit Information
  • Case Study
  • Module Seven: Review Questions

Module Eight: Handling Difficult Customers

  • Keep Calm
  • Listen, Repeat, and
  • Avoid Placing Blame
  • Solve the Problem
  • Case Study
  • Module Eight: Review Questions

Module Nine: Getting the Necessary Information

  • Have a Checklist
  • Linear thinking
  • Open-Ended Questions
  • Close-Ended Questions
  • Case Study
  • Module Nine: Review Questions

Module Ten: Performance Evaluations

  • Consistent Service
  • Abandoned Calls
  • Speed of the Answer
  • Length of Call
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Training Doesn’t Stop

  • Evaluate Progress
  • Get Feedback on Training
  • Kudos to Deserving Employees
  • Have Monthly Meetings
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of the Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Creating a Great Webinar Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: What Can a Webinar Do?

  • Marketing to Prospective Customers
  • Training or Teaching
  • Demonstrations and Presentations
  • Information Sharing
  • Case Study
  • Module Two: Review Questions

Module Three: Successful Webinar Criteria

  • Passion and Enthusiasm
  • Value
  • Knowing Your Target Audience
  • Grab and Keep Attention
  • Case Study
  • Module Three: Review Questions

Module Four: Find the Right Format

  • Tailor it To Your Audience
  • Pre-Recorded
  • The Live Webinar
  • Two Person Team
  • Case Study
  • Module Four: Review Questions

Module Five: Marketing and Social Media

  • Blog Posts and White Papers
  • Email Marketing
  • Offer an Exclusive Deal
  • Hashtags
  • Case Study
  • Module Five: Review Questions

Module Six: Drive Up registration

  • Avoiding SPAM Filter
  • A Great Title
  • Solicit Questions
  • The Registration Page
  • Case Study
  • Module Six: Review Questions

Module Seven: Leading Up to your Webinar

  • Reminder Emails
  • Practice and Rehearse
  • Test Your Technology
  • Insert Solicited Questions
  • Case Study
  • Module Seven: Review Questions

Module Eight: Presentation Tips

  • Show, Don’t Tell
  • Sharing Your Desktop
  • Strong Visuals
  • Script It
  • Case Study
  • Module Eight: Review Questions

Module Nine: Interacting With Your Audience

  • Polling and Surveying
  • Answer Solicited Questions
  • Activities
  • Q&A Session
  • Case Study
  • Module Nine: Review Questions

Module Ten: Mistakes to Avoid

  • Technical Issues
  • Ignoring Your Audience
  • Audience Not Participating?
  • Timing
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Post Event

  • Contact No Shows
  • Follow Up Email
  • Call to Action
  • Make it Easy to Share
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Employee Recognition Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Many Types Of Recognition Programs

  • Safety Incentives
  • Years of Service
  • Productivity
  • Attendance & Wellness Incentives
  • Case Study
  • Module Two: Review Questions

Module Three: Designing Employee Recognition Programs

  • Purpose
  • Budget
  • Keep It Simple
  • Employee Involvement
  • Case Study
  • Module Three: Review Questions

Module Four: How To Get The Buzz Out About Your Program

  • Be Creative With Designs
  • Paper The Walls
  • Use Social Media
  • Go Mobile!
  • Case Study
  • Module Four: Review Questions

Module Five: It Starts From The Top

  • Identifying Desirable Behaviors
  • Understanding The Goals Of The Company
  • Setting Guidelines
  • Providing Go-To Recognition Templates
  • Case Study
  • Module Five: Review Questions

Module Six: Creating A Culture Of Recognition

  • Keep Your Staff “In The Know”
  • Empower Employees With Peer To Peer Recognition
  • Team Building: Encourage Camaraderie
  • Motivate By Promoting Fun
  • Case Study
  • Module Six: Review Questions

Module Seven: The Best Things In Life Are Free!

  • Put A Spotlight On Employees In Staff Meetings
  • Write It Down: Putting Your Appreciation In Writing
  • Display Your Appreciation
  • Make Work More Comfortable
  • Case Study
  • Module Seven: Review Questions

Module Eight: A Small Gesture Goes A Long Way

  • Have A Party
  • Make a Game Of It
  • Reward With Small Gifts
  • Give Them A Break
  • Case Study
  • Module Eight: Review Questions

Module Nine: Pulling Out The Red Carpet

  • Have An Awards Ceremony
  • Win Large Items
  • Vacation
  • Career Advancement
  • Case Study
  • Module Nine: Review Questions

Module Ten: The Don’ts of Employee Recognition

  • Don’t Let Formal Recognition Supplant The Informal Kind
  • Don’t Let It Become Stale
  • Don’t Let It Become a Popularity Contest
  • Make Sure The Prize Is Motivational
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Maintaining Employee Recognition Programs

  • Change The Membership
  • Include Explanation Of The Program In Your New Employee Orientation
  • Keep Marketing!
  • Annual Awards Ceremonies
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion Of Action Plans And Evaluations
  • Recommended Reading
  Event Planning Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Types of Events

  • Awards
  • Charity
  • Conferences and Seminar
  • Holiday
  • Case Study
  • Module Two: Review Questions

Module Three: Brainstorming

  • Determine the Event’s Purpose
  • Determine a Theme
  • Write Down  & Review Ideas
  • Determine a Date
  • Case Study
  • Module Three: Review Questions

Module Four: Types of Entertainment

  • Games
  • Activities
  • Speakers
  • Performers
  • Case Study
  • Module Four: Review Questions

Module Five: Support Staff

  • Security
  • Valet
  • Wait Staff
  • Clean Up Crew
  • Module Five: Review Questions

Module Six: Technical Staff

  • Visual Technician (lighting)
  • Media Technician (website, Facebook, etc.)
  • Audio Technician (sound)
  • Specialized Electrical Equipment Technician (for performers)
  • Case Study
  • Module Six: Review Questions

Module Seven: Vendors

  • Food
  • Equipment
  • Decorations and Furnishing
  • Photography/ Video
  • Case Study
  • Module Seven: Review Questions

Module Eight: Finalize The Plan

  • Venue
  • Registration
  • Entertainment
  • Cuisine and Décor
  • Case Study
  • Module Eight: Review Questions

Module Nine: Administrative Tasks

  • Create a Budget
  • Branding and Marketing
  • Insurance and Permits
  • Contracts (for event staff, entertainment, rentals, and vendor)
  • Case Study
  • Module Nine: Review Questions

Module Ten: Get Organized

  • Form a Team
  • Timeline
  • Checklists
  • Backup Plans
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Post Event Activities

  • Survey
  • Share Media (photos and video)
  • Send Thank You Notes
  • Start Planning the Next Event!
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of the Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  High Performance Teams Inside the Company Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: The Benefits of High Performance Teams

  • Creates Loyalty
  • Optimum Productivity
  • Collaboration
  • Creates Visibility
  • Case Study
  • Module Two: Review Questions

Module Three: Challenges of High Performance Teams

  • Can Create Competition
  • High Turn-Over Rate
  • Negative Focus on Productivity
  • Fear of Failure
  • Case Study
  • Module Three: Review Questions

Module Four: How to Build and Lead High Performance Teams

  • Promote Understanding
  • Provide Adequate Knowledge
  • Facilitate Effective Interaction
  • Conduct Effective Meetings
  • Case Study
  • Module Four: Review Questions

Module Five: Characteristics of High Performance Teams

  • Understand the Big Picture
  • Have Common Goals
  • Work Collaboratively
  • Produce Quality Results
  • Case Study
  • Module Five: Review Questions

Module Six: Roles of an Effective Team Leader

  • Provides Adequate Training
  • Timely, Constructive Feedback
  • Views Mistakes as Opportunities
  • Environment of Problem-Solving
  • Case Study
  • Module Six: Review Questions

Module Seven: Traits of Great Leaders Leading High Performance Teams (I)

  • Vision
  • Patience
  • Humility
  • Humor
  • Case Study
  • Module Seven: Review Questions

Module Eight: Traits of Great Leaders Leading High Performance Teams (II)

  • Courage
  • Compliance
  • Tolerance
  • Gratitude
  • Case Study
  • Module Eight: Review Questions

Module Nine: Ideas for Motivating High Performance Teams

  • Let Employees Be Idealists
  • No Negative Criticism
  • Give Ample Praise
  • Have Lunch with Each Employee
  • Case Study
  • Module Nine: Review Questions

Module Ten: Steps to retaining High Performers

  • Give Them Visibility
  • Keep Them Entertained
  • Reward Them
  • Provide Them with Mentors
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Augmenting Team Performance

  • Authority
  • Ask Questions
  • Quickly Resolve Differences
  • Practice Unanimity
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  High Performance Teams Remote Workforce Curriculum

Module One: Getting Started

  • Housekeeping items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Remote Workforce

  • What is a Remote Workforce?
  • Types of Remote Workforce
  • Benefits of a Remote Workforce
  • Materials for Remote Workforce
  • Case Study
  • Module Two: Review Questions

Module Three: High Performance Teams

  • What is a High Performance Team?
  • Benefits of High Performance Team
  • Leadership for High Performance Team
  • Understanding Team Dynamics
  • Case Study
  • Module Three: Review Questions

Module Four: Characteristics of High Performance Teams

  • Excellent Communication
  • Goal-Oriented
  • Flexibility
  • Committed
  • Case Study
  • Module Four: Review Questions

Module Five: How To Create Teamwork

  • Identify Group & Individual Responsibilities
  • Give Permission to Take Action
  • Build Relationships
  • Give Feedback
  • Case Study
  • Module Five: Review Questions

Module Six: Types of Communication

  • Virtual Team Meetings
  • Telephone Conferences
  • Email Communication
  • Intranet, Webpage, and Social Media Communication
  • Case Study
  • Module Six: Review Questions

Module Seven: Training Your Team

  • Telecommute Training
  • Web-based Training
  • Peer to Peer Training
  • Training Assessment and Retraining
  • Case Study
  • Module Seven: Review Questions

Module Eight: Managing the Team

  • Tracking Team Performance
  • Counseling Employees
  • Positive recognition for Employees
  • Training Never Stops!
  • Case Study
  • Module Eight: Review Questions

Module Nine: Effective Team Meeting How-To

  • Have a Clear Agenda
  • Use Screen Shots or References
  • Create a Safe Place
  • Team Meeting Don’ts
  • Case Study
  • Module Nine: Review Questions

Module Ten: Keep Happy and Motivated High Performance Team

  • Watch for Signs of Conflict or Unhappiness
  • Employee Feedback and Concerns
  • Give Opportunities for Additional Education
  • Impact Opportunities for Career Growth
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Don’ts with High Performance Teams

  • Don’t Forget to Share Success
  • Don’t Delay in Responding
  • Don’t Assign Vague Responsibilities
  •  Don’t Lead as a Dictator
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  In Person Sales Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: In-Person Sales

  • Definition
  • Benefits
  • Cost
  • Effectiveness
  • Case Study
  • Module Two: Review Questions

Module Three: Examples of In-Person Sales

  • Sales Call
  • Retail
  • FaceTime
  • Meetings
  • Case Study
  • Module Three: Review Questions

Module Four: Sales Funnel

  • Generate Leads
  • Nurture Leads
  • Acquire Customer Base
  • Expand Customer Base
  • Case Study
  • Module Four: Review Questions

Module Five: Prepare

  • Effective Methods to Generate Leads
  • Know Your Customer
  • Practice Sales Conversation
  • Set Goals
  • Case Study
  • Module Five: Review Questions

Module Six: Presentation

  • Determine Value
  • Stay on Point
  • Tie the Information to Customer Values
  • Refer to Past Conversations
  • Case Study
  • Module Six: Review Questions

Module Seven: Engage

  • Emotional Intelligence
  • Allow Evaluation
  • Overcome Objections
  • Incentives
  • Case Study
  • Module Seven: Review Questions

Module Eight: Commitment

  • A Verbal “Yes”
  • Maintain Connection
  • Remind Customer of Value
  • Call to Action
  • Case Study
  • Module Eight: Review Questions

Module Nine: Sale

  • It Isn’t Over Till It’s Over
  • Make The Process Easy
  • Close with Exceptional Service
  • Thank and Reward
  • Case Study
  • Module Nine: Review Questions

Module Ten: Loyalty

  • Continuity Programs
  • Special Rewards
  • Handwritten Cards
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Expand

  • Word of Mouth
  • Networking
  • Clubs
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking lot
  • Lessons Learned
  • Recommended reading
  • Completion of Action Plans and Evaluations
  Internet Marketing Fundamentals Curriculum

Module One: Getting Started

  • Housekeeping items
  • The Parking lot
  • Workshop Objectives
  • Pre-Assignment
  • Action Plans and Evaluations

Module Two: SWOT Analysis in Marketing

  • Strength
  • Weaknesses
  • Opportunities
  • Threats
  • Case Study
  • Module Two: Review Questions

Module Three: Marketing Research

  • Consume All Media
  • Finding the Right Price
  • Product Development and Improvement
  • Identify Your Target Audience
  • Case Study
  • Module Three: Review Questions

Module Four: Real Time Marketing

  • Dynamic Content
  • Engagement Builds Followers
  • Constant Readiness and Monitoring
  • The Time the Place and the Media
  • Case Study
  • Module Four: Review Questions

Module Five: Brand Management

  • Every Interaction Counts
  • Consistent Through all Media
  • Unique Qualities
  • Needs to be Actively Managed
  • Case Study
  • Module Five: Review Questions

Module Six: Social Media (I)

  • You are Building a Community
  • A Personal Touch
  • Brand Champions
  • Make It Easy to Share
  • Case Study
  • Module Six: Review Questions

Module Seven: SEO Basics

  • Relevant and Original Content
  • Keywords
  • Value Proposition
  • Linking
  • Case Study
  • Module Seven: Review Questions

Module Eight: Social Media (II)

  • Content is King
  • Blog and Interact
  • Webinars
  • Constant Monitoring
  • Case Study
  • Module Eight: Review Questions

Module Nine: Website Characteristics

  • SEO Optimization
  • Landing Page
  • Analytics
  • Mobile and Tablet Friendly
  • Case Study
  • Module Nine: Review Questions

Module Ten: Capturing Leads

  • Lead Management and Generation
  • Give Something Away
  • Quality vs. Quantity
  • Capture Repeat Customers
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Campaign Characteristics

  • Tailored for Your Audience
  • Use Powerful Words
  • The 4 W’s of a Campaign
  • Monitor and Tweak
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Marketing Basics Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Pre-Assignment
  • Action Plans

Module Two: What is marketing?

  • What is a market?
  • Marketing is Not Selling
  • Understanding Customer Needs
  • Defining Your Product or Service
  • Case Study
  • Module Two: Review Questions

Module Three: Common Marketing Types (I)

  • Direct marketing
  • Active Marketing
  • Incoming marketing
  • Outgoing Marketing
  • Case Study
  • Module Three: Review Questions

Module Four: Common Marketing Types (II)

  • Guerilla Marketing
  • B2B Marketing
  • B2C Marketing
  • Promotional Marketing
  • Case Study
  • Module Four: Review Questions

Module Five: The Marketing Mix

  • Product
  • Price
  • Promotion
  • Place
  • Case Study
  • Module Five: Review Questions

Module Six: Communicating the Right Way

  • The Marketing Pitch
  • Sell Value Not Price
  • Fun and Entertaining is Powerful
  • Choosing the Right Media
  • Case Study
  • Module Six: Review Questions

Module Seven: Customer Communications

  • Give Your Customers a Voice
  • It’s Not About You, It’s About Them
  • Every Interaction Counts
  • Answer Questions Honestly
  • Case Study
  • Module Seven: Review Questions

Module Eight: Marketing Goals

  • Brand Switching
  • Repeat Purchases
  • Brand Loyalty
  • Inform and Educate
  • Case Study
  • Module Eight: Review Questions

Module Nine: The Marketing Funnel

  • Awareness
  • Interest
  • Desire
  • Action
  • Case Study
  • Module Nine: Review Questions

Module Ten: Marketing Mistakes (I)

  • Not Taking Social Media Seriously
  • Not Having a USP
  • Cross Cultural and International Translations
  • Not Building a Relationship
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Marketing Mistakes (II)

  • Not Having a Plan
  • Aiming at Everyone
  • Not Tracking Metrics
  • Not Listening to Your Customers
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Media and Public Relations Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Networking for Success (I)

  • Overview
  • Creating an Effective Introduction
  • Making a Great First Impression

Module Three: Networking for Success (II)

  • Overview
  • Minimizing Nervousness
  • Using Business Cards Effectively
  • Remembering Names

Module Four: The Meet and Great

  • Overview
  • The Three-Step Process
  • The Four Levels of Conversation
  • Case Study (I)
  • Case Study (II)

Module Five: Dressing for Success

  • Overview
  • The Meaning of Colors
  • Interpreting Common Dress Codes
  • Deciding What to Wear

Module Six: Writing

  • Overview
  • Business Letters
  • Writing Proposals
  • Reports
  • Executive Summaries

Module Seven: Setting Goals

  • Overview
  • Understanding Goals
  • SMART Goals
  • Helping Others with Goal Setting

Module Eight: Media Relations

  • Overview
  • Television
  • Print
  • Web Presence, Blogs & the Internet

Module Nine: Issues and Crisis Communication Planning

  • Overview
  • Gauging the Impending Crisis Level
  • Providing Feedback and Insights
  • How Information Will be Distributed

Module Ten: Social Media (The PR Toolkit)

  • Overview
  • Blogs
  • Wikis
  • Podcasts
  • Social Bookmarks
  • RSS Feeds

Module Eleven: Employee Communications

  • Overview
  • Verbal Communication
  • Non-Verbal Communication
  • Email Etiquette
  • Negotiation Skills
  • Making an Impact

Module Twelve: Wrapping Up

  • Overview
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Motivating Your Sales Team Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Creating a Motivational Environment

  • Frequent Team Check-Ins
  • Train Your Team
  • Emulate Best Practices
  • One Size Does Not Fit All!
  • Case Study
  • Module Two: Review Questions

Module Three: Communicate to Motivate

  • Regular Group Meetings
  • Regular One on One Meetings
  • Focus on Strengths and Development Areas
  • Ask for Feedback
  • Case Study
  • Module Three: Review Questions

Module Four: Train Your Team

  • Focus on Training and Development
  • Peer Training
  • Mentoring
  • Keep the Focus Positive!
  • Case Study
  • Module Four: Review Questions

Module Five: Emulate Best Practices

  • Look to Industry Leaders
  • Solicit Team Member Suggestions
  • Take a Field Trip!
  • Leverage Outside Expertise
  • Case Study
  • Module Five: Review Questions

Module Six: Provide Tools

  • The Right Tools
  • Ask Team Members What Tools They Need
  • Provide High Quality Tools
  • Allow for Training
  • Case Study
  • Module Six: Review Questions

Module Seven: Find Out What Motivates Employees

  • One Size Does Not Fit All
  • Find What Motivates Individuals
  • Find What Motivates the Team
  • Tailor Rewards to Employees
  • Case Study
  • Module Seven: Review Questions

Module Eight: Tailor Rewards to the Employee

  • Motivation is Personal!
  • Choose 1-3 Motivators
  • Employee's Personal Goals
  • Reward Achievements
  • Case Study
  • Module Eight: Review Questions

Module Nine: Create Team Incentives

  • Incentives Foster Teamwork
  • Team Goals
  • Choose 1-3 Motivators
  • Reward Achievements
  • Case Study
  • Module Nine: Review Questions

Module Ten: Implement Incentives

  • Regular Incentives
  • Mark Milestones
  • Encourage Friendly Competition
  • Keep Value Reasonable
  • Case Study
  • Module The: Review Questions

Module Eleven: Recognize Achievements

  • Recognition Motivates!
  • Recognize Achievements Regularly
  • Recognize Achievements Publicly
  • Document Achievements
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
  Multi-Level Marketing Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: How Does Multi-Level Marketing Work

  • Networking Marketing
  • Independent Agents
  • Commission-Based
  • Agents Recruit New Agents
  • Case Study
  • Module Two: Review Questions

Module Three: Building a Contact List

  • Leverage Personal Networks
  • Warm Lists
  • Internet Lead Generation
  • Purchasing Lead Lists
  • Case Study
  • Module Three: Review Questions

Module Four: Recruiting New Agents (I)

  • Draw on Personal and Professional Network
  • Recruit Satisfied Customers
  • Recruit Those Who Seek Work Flexibility
  • Stress Benefits of Being Agent
  • Case Study
  • Module Four: Review Questions

Module Five: Recruiting New Agents (II)

  • Invitation to Marketing Presentation
  • Focus Presentation on Benefits
  • Showcase Success Stories
  • Provide Several Presentation Media
  • Case Study
  • Module Five: Review Questions

Module Six: Training MLM Agents

  • Sponsorship/Mentorship
  • Provide Training in Marketing
  • Provide Training in Recruitment
  • Provide Ethics Training
  • Case Study
  • Module Six: Review Questions

Module Seven: Sponsorship/Mentorship

  • Pair New Agents with Mentors
  • Benefits of Sponsorship/Mentorship to Mentee
  • Benefits of Sponsorship/Mentorship to Mentor
  • Best Mentorship Practices
  • Case Study
  • Module Seven: Review Questions

Module Eight: Provide Marketing Presentation Training

  • Provide Training in Presentations
  • Provide Copies of Marketing Presentation
  • New Recruits Practice Presentation
  • Offer Marketing Resources
  • Case Study
  • Module Eight: Review Questions

Module Nine: Provide Social Media Training

  • Social Media is Key to Networking!
  • Websites and Blogs
  • Facebook and Twitter
  • LinkedIn
  • Case Study
  • Module Nine: Review Questions

Module Ten: Provide Training in Recruitment

  • Building a Contact List
  • Leveraging Personal and Professional Networks
  • Provide Presentation/ “Elevator speech” Training
  • Discuss Follow-up
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Provide Ethics Training

  • MLM and Bad Rap for Ethics
  • Only Follow-up if Opted In
  • Keeping the Sales Pitch Honest
  • Keep Expectations Realistic
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Overcoming Sales Objections Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Action Plans and Evaluation Forms

Module Two: Three Main Factors

  • Skepticism
  • Misunderstanding
  • Stalling
  • Module Two: Review Questions

Module Three: Seeing Objections as Opportunities

  • Translating the Objection to a Question
  • Translating the Objection to a Reason to Buy
  • Case Study
  • Module Three: Review Questions

Module Four: Getting to the Bottom

  • Asking Appropriate Questions
  • Common Objections
  • Basic Strategies
  • Case Study
  • Module Four: Review Questions

Module Five: Finding a Point of Agreement

  • Outlining Features and Benefits
  • Identifying Your Unique Selling Position
  • Agreeing with the Objection to Make the Sale
  • Case Study
  • Module Five: Review Questions

Module Six: Have the Client Answer Their Own Objection

  • Understand the Problem
  • Render It Unobjectionable
  • Case Study
  • Module Six: Review Questions

Module Seven: Deflating Objections

  • Bring up Common Objections First
  • The Inner Workings of Objections
  • Case Study
  • Module Seven: Review Questions

Module Eight: Unvoiced Objections

  • How to Dig up the “Real Reason”
  • Bringing Their Objections to Light
  • Case Study
  • Module Eight: Review Questions

Module Nine: The Five Steps

  • Expect Them
  • Welcome Them
  • Affirm Them
  • Complete Answers
  • Compensating Benefits
  • Module Nine: Review Questions

Module Ten: Dos and Don'ts

  • Dos
  • Don’ts
  • Module Ten: Review Questions

Module Eleven: Sealing the Deal

  • Understanding When It’s Time to Close
  • Powerful Closing Techniques
  • The Power of Reassurance
  • Things to Remember
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Presentation Skills Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Creating the Program

  • Performing a Needs Analysis
  • Writing the Basic Outline
  • Researching, Writing, and Editing

Module Three: Choosing Your Delivery Methods

  • Basic Methods
  • Advanced Methods
  • Basic Criteria to Consider

Module Four: Verbal Communication Skills

  • Listening and Hearing: They Aren’t the Same Thing
  • Asking Questions
  • Communicating with Power

Module Five: Non-Verbal Communication Skills

  • Body Language
  • It’s Not What You Say, It’s How You Say It

Module Six: Overcoming Nervousness

  • Preparing Mentally
  • Physical Relaxation Techniques

Module Seven: Creating Fantastic Flip Charts

  • Required Tools
  • The Advantages of Pre-Writing
  • Using Colors Appropriately
  • Creating a Plan B

Module Eight: Creating Compelling PowerPoint Presentations

  • Required Tools
  • Tips and Tricks
  • Creating a Plan B

Module Nine: Wow ‘Em with the Whiteboard

  • Traditional and Electronic Whiteboards
  • Required Tools
  • Using Colors Appropriately
  • Creating a Plan B

Module Ten: Vibrant Videos and Amazing Audio

  • Required Tools
  • Tips and Tricks
  • Creating a Plan B

Module Eleven: Pumping it Up a Notch

  • Make Them Laugh a Little
  • Encouraging Discussion
  • Dealing with Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Proposal Writing Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Understanding Proposals

  • What is a Proposal?
  • The Proposal Writing Process
  • Types of Proposals
  • About Requests for Proposals

Module Three: Beginning the Proposal Writing Process

  • Identifying Your Purpose and Your Audience
  • Performing a Needs Analysis
  • Writing the Goal Statement

Module Four: Preparing an Outline

  • A General Format
  • Special Sections
  • Creating a Framework
  • Getting Down to Details

Module Five: Finding Facts

  • Identifying Resources
  • Using the Internet as a Resource
  • Organizing Your Information

Module Six: Writing Skills (I)

  • Spelling and Grammar
  • Working with Words
  • Constructing Sentences
  • Persuasive Writing
  • Mastering Voice

Module Seven: Writing Skills (II)

  • Creating Paragraphs
  • Creating Strong Transitions
  • Building to Conclusions

Module Eight: Writing the Proposal

  • Educating the Evaluator
  • Ghosting the Competition
  • Using Illustrations

Module Nine: Checking for Readability

  • Checking for Clarity
  • Reading for Your Audience
  • Using the Readability Index

Module Ten: Proofreading and Editing

  • Proofreading Like a Pro
  • Editing Techniques
  • Checking the Facts
  • The Power of Peer Review

Module Eleven: Adding the Final Touches

  • Our Top Typesetting Tips
  • Achieving a Professional Look and Feel
  • Creating the Final Package

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Prospecting and Lead Generation Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Prospecting

  • Make it a Priority
  • Identify Your Ideal Prospect
  • Choose Prospecting Methods
  • Make it a Habit
  • Case Study
  • Module Two: Review Questions

Module Three: Traditional Marketing Methods

  • Cold Calling
  • Direct Mail
  • Trade Shows
  • Networking
  • Case Study
  • Module Three: Review Questions

Module Four: New Marketing Methods

  • Social Networks
  • Search Engine Marketing
  • Email Marketing
  • Display Advertising
  • Case Study
  • Module Four: Review Questions

Module Five: Generating New Leads

  • Become a Brand
  • Webinars
  • Blogs
  • Engaging Video
  • Case Study
  • Module Five: Review Questions

Module Six: Avoid Common Lead Generation Mistakes

  • Limiting Channels
  • Failure to Provide Value
  • Failure to Connect
  • Failure to Try
  • Case Study
  • Module Six: Review Questions

Module Seven: Educate Prospects

  • Content Creation
  • Stand Out from the Competition
  • Fill Customer Needs
  • Always Deliver on Promises
  • Case Study
  • Module Seven: Review Questions

Module Eight: The Pipeline

  • Contact
  • Meet
  • Propose
  • Close
  • Case Study
  • Module Eight: Review Questions

Module Nine: Follow up Communication

  • Know Your Leads
  • Move Quickly
  • Know How to Respond
  • Set Future Meetings
  • Case Study
  • Module Nine: Review Questions

Module Ten: Track Activity

  • Use the Appropriate Tools
  • Assess Your Advertising Sources
  • Record Information about Leads
  • Assess ROI
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Create Customers

  • Develop Relationships
  • Show Genuine Interest
  • Be Professional
  • Show Reliability and Integrity
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  • Recommended Reading
  Sales Fundamentals Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Understanding the Talk

  • Types of Sales
  • Common Sales Approaches
  • Glossary of Common Terms

Module Three: Getting Prepared to Make the Call

  • Identifying Your Contact Person
  • Performing a Needs Analysis
  • Creating Potential Solutions

Module Four: Creative Openings

  • A Basic Opening for Warm Calls
  • Warming up Cold Calls
  • Using the Referral Opening

Module Five: Making Your Pitch

  • Features and Benefits
  • Outlining Your Unique Selling Position
  • The Burning Question That Every Customer Wants Answered

Module Six: Handling Objections

  • Common Types of Objections
  • Basic Strategies
  • Advanced Strategies

Module Seven: Sealing the Deal

  • Understanding When It’s Time to Close
  • Powerful Closing Techniques
  • Things to Remember

Module Eight: Following Up

  • Thank You Notes
  • Resolving Customer Service Issues
  • Staying in Touch

Module Nine: Setting Goals

  • The Importance of Sales Goals
  • Setting SMART Goals

Module Ten: Managing Your Data

  • Choosing a System That Works for You
  • Using Computerized Systems
  • Using Manual Systems

Module Eleven: Using a Prospect Board

  • The Layout of a Prospect Board
  • How to Use Your Prospect Board
  • A Day in the Life of Your Board

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
  Servant Leadership Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: What Is Servant Leadership?

  • A Desire to Serve
  • Knowing to Share the Power
  • Putting Others First
  • Helping Employees Grow
  • Case Study
  • Module Two: Review Questions

Module Three: Leadership Practices

  • Democratic Leadership Style
  • Laissez-Faire Style
  • Leading by Example
  • Path-Goal Theory
  • Case Study
  • Module Three: Review Questions

Module Four: Share the Power

  • Being Empathetic
  • Learn to Delegate
  • Their Success is Your Success
  • Know When to Step In
  • Case Study
  • Module Four: Review Questions

Module Five: Characteristics of a Servant Leader

  • Listening Skills
  • Persuasive Powers
  • Recognizes Opportunities
  • Relates to Employees
  • Case Study
  • Module Five: Review Questions

Module Six: Barriers to Servant Leadership

  • Excessive Criticism
  • Doing Everything Yourself
  • Sitting on the Sidelines
  • Demanding from Employees
  • Case Study
  • Module Six: Review Questions

Module Seven: Building a Team Community

  • Identify the Group Needs
  • Complement Member Skills
  • Create Group Goals
  • Encourage Communication
  • Case Study
  • Module Seven: Review Questions

Module Eight: Be a Motivator

  • Make it Challenging
  • Provide Resources
  • Ask for Employee Input
  • Offer Incentives
  • Case Study
  • Module Eight: Review Questions

Module Nine: Be a Mentor

  • Establish Goals
  • Know When to Praise or Criticize
  • Create a Supportive Environment
  • Create an Open Door Policy
  • Case Study
  • Module Nine: Review Questions

Module Ten: Training Future Leaders

  • Offer Guidance and Advice
  • Identify Their Skill Sets
  • Methods of Feedback
  • Establish Long Term Goals
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Self-Reflection

  • Keep a Journal
  • Identify Your Strengths and Weaknesses
  • Identify Your Needs
  • Creating Your Own Goals
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Social Media Marketing Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Facebook

  • Pros / Cons
  • Likes / Comments
  • Posts / Links
  • Tracking and Measurement
  • Case Study
  • Module Two: Review Questions

Module Three: YouTube

  • Pros / Cons
  • Channel
  • Content and Voice
  • Tags and Measurement
  • Case Study
  • Module Three: Review Questions

Module Four: Twitter

  • Pros/ Cons
  • Voice
  • Tags and Links
  • Tracking and Measurement
  • Case Study
  • Module Four: Review Questions

Module Five: LinkedIn

  • Pros / Cons
  • Optimize Search in Profile
  • Groups and Links
  • Tracking and Measurement
  • Case Study
  • Module Five: Review Questions

Module Six: Google+

  • Pros / Cons
  • Natural Search Links
  • Strategy
  • Tracking and Measurement
  • Case Study
  • Module Six: Review Questions

Module Seven: Pinterest

  • Pros/ Cons
  • Posting and Conversation
  • Pins and Boards
  • Tracking and Measurement
  • Case Study
  • Module Seven: Review Questions

Module Eight: Tumblr

  • Pros / Cons
  • Posting and Conversation
  • Links
  • Tracking and Measurement
  • Case Study
  • Module Eight: Review Questions

Module Nine: Flickr

  • Pros / Cons
  • Expand Sharing
  • Discussion
  • Tracking and Measurement
  • Case Study
  • Module Nine: Review Questions

Module Ten: Snapchat

  • Pros / Cons
  • Audience
  • Ads
  • Tracking and Measurement
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Instagram

  • Pros / Cons
  • Niche and Quality
  • Hashtags
  • Tracking and Measurement
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Telephone Etiquette Curriculum

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Aspects of Phone Etiquette

  • Phrasing
  • Tone of Voice
  • Speaking Clearly
  • Listen to the Caller
  • Case Study
  • Module Two: Review Questions

Module Three: Using Proper Phone Language

  • Please and Thank You
  • Do Not Use Slang
  • Avoid Using the Term “You”
  • Emphasize What You Can Do, Not What You Can’t
  • Case Study
  • Module Three: Review Questions

Module Four: Eliminate Phone Distractions

  • Avoid Eating or Drinking
  • Minimize Multi-Tasking
  • Remove Office Distractions
  • Do Not Let Others Interrupt
  • Case Study
  • Module Four: Review Questions

Module Five: Inbound Calls

  • Avoid Long Greeting Messages
  • Introduce Yourself
  • Focus on Their Needs
  • Be Patient
  • Case Study
  • Module Five: Review Questions

Module Six: Outbound Calls

  • Be Prepared
  • Identify Yourself and Your Company
  • Give Them the Reason for the Call
  • Keep Caller Information Private
  • Case Study
  • Module Six: Review Questions

Module Seven: Handling Rude or Angry Callers

  • Stay Calm
  • Listen to the Needs
  • Never Interrupt
  • Identify What You Can Do For Them
  • Case Study
  • Module Seven: Review Questions

Module Eight: Handling Interoffice Calls

  • Transferring Calls
  • Placing Callers on Hold
  • Taking Messages
  • End the Conversation
  • Case Study
  • Module Eight: Review Questions

Module Nine: Handling Voicemail Messages

  • Ensure the Voice Mail Has a Proper Greeting
  • Answer Important Messages Right Away
  • Ensure Messages are Delivered to the Right Person
  • When Leaving A Message for Others...
  • Case Study
  • Module Nine: Review Questions

Module Ten: Methods of Training Employees

  • Group Training
  • One-on-One Training
  • Peer Training
  • Job Shadowing
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Correcting Poor Telephone Etiquette

  • Screening Calls
  • Employee Evaluations
  • Peer Monitoring
  • Customer Surveys
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words From The Wise
  • Review Of The Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion Of Action Plans And Evaluations
  Top 10 Sales Secrets Curriculum

Module One: Getting Started

  • Housekeeping Items
  • Pre-Assignment Review
  • Workshop Objectives
  • The Parking Lot
  • Action Plan

Module Two: Effective Traits

  • Assertiveness
  • Emotional Intelligence
  • Solve Problems
  • Close
  • Case Study
  • Module Two: Review Questions

Module Three: Know Clients

  • Research
  • Customer Values
  • Customer Needs
  • Anticipate Needs
  • Case Study
  • Module Three: Review Questions

Module Four: Product

  • Know Your Product
  • Believe in the Company/Product
  • Be Enthusiastic
  • Link Product to Customer’s Values
  • Case Study
  • Module Four: Review Questions

Module Five: Leads

  • Sift Leads
  • Time vs. Cost of Pursuing Leads
  • Let Go of Leads Going Nowhere
  • Focus on Positive Leads
  • Case Study
  • Module Five: Review Questions

Module Six: Authority

  • Develop Expertise
  • Know Your Competition
  • Continue Education
  • Solve Customer Problems Using Authority
  • Case Study
  • Module Six: Review Questions

Module Seven: Build Trust

  • Testimonials
  • Be Transparent
  • Be Genuine
  • Take on Customers’ Point of View
  • Case Study
  • Module Seven: Review Questions

Module Eight: Relationships

  • Listen Actively
  • Communicate Often
  • Rewards
  • Build New Relationships
  • Case Study
  • Module Eight: Review Questions

Module Nine: Communication

  • Be Prepared, Not Scripted
  • Use Humor
  • Be Yourself
  • Thank and Reward
  • Case Study
  • Module Nine: Review Questions

Module Ten: Self-Motivation

  • Value Your Work
  • Reward Achievements
  • Focus on Success
  • Do Not Procrastinate
  • Case Study
  • Module Ten: Review Questions

Module Eleven: Goals

  • SMART Goals
  • Long-Term Goals
  • Short-Term Goals
  • Track and Modify
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Recommended Reading
  • Completion of Action Plans and Evaluations
  Trade Show Staff Training Curriculum

Module One: Getting Started

  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
  • Pre-Assignment
  • Action Plans and Evaluations

Module Two: Pre-Show Preparation

  • Prepare for Physical Issues
  • Developing a Great Elevator Speech
  • Setting Up a Schedule
  • Connect With Attendees
  • Case Study
  • Module Two: Review Questions

Module Three: Booth Characteristics and Setup

  • Stand Out
  • Create a Booth Manual/Checklist
  • Technology
  • Scout a High Traffic Area
  • Case Study
  • Module Three: Review Questions

Module Four: Booth Characteristics and Setup (II)

  • Signage
  • Match Your Brand
  • Private Area
  • Focus on a Message
  • Case Study
  • Module Four: Review Questions

Module Five: During the Show (I)

  • Company Objectives
  • Highlighting Your Product
  • Do Something Memorable
  • Social Media
  • Case Study
  • Module Five: Review Questions

Module Six: During the Show (II)

  • Classic Do’s and Don’ts
  • Gamification
  • Walk the Floor
  • Keep the Distractions Away
  • Case Study
  • Module Six: Review Questions

Module Seven: Qualifying Visitors

  • Know the Answer
  • Engage With Qualifying Questions
  • Body Language
  • Listening Skills
  • Case Study
  • Module Seven: Review Questions

Module Eight: Engaging the Right People

  • Prospects
  • Time Wasters (Catch and Release)
  • Press
  • Competitors
  • Case Study
  • Module Eight: Review Questions

Module Nine: The Rules of Engagement (I)

  • Start With an Open Ended Question
  • Record All Prospect Information
  • Be Specific with Your Message
  • Get a Commitment
  • Case Study
  • Module Nine: Review Questions

Module Ten: The Rules of Engagement (II)

  • Have a Welcoming Environment
  • The Do’s and Don’ts of Business Cards
  • Observational Skills
  • When Not in the Booth
  • Case Study
  • Module Ten: Review Questions

Module Eleven: After the Show

  • Review Information and Rank Your Leads
  • Follow up with Your Leads
  • Send Information Promptly
  • Lessons Learned
  • Case Study
  • Module Eleven: Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

All necessary course materials are included.


System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended.

Hardware Requirements:
  • Minimum Pentium 400 Mhz CPU or G3 Macintosh. 1 GHz or greater CPU recommended.
  • 256MB RAM minimum. 1 GB RAM recommended.
  • 800x600 video resolution minimum. 1025x768 recommended.
  • Speakers/Headphones to listen to Dialogue steaming audio sessions.
  • A microphone to speak in Dialogue streaming audio sessions.
Operating System Requirements:
  • Windows Vista, 7, 8, 8.1, 9, 10
  • Mac OSX 10 or higher.
  • OpenSUSE Linux 9.2 or higher.
Web Browser Requirements:
  • Google Chrome is recommended.
  • Firefox 13.x or greater.
  • Internet Explorer 6.x or greater.
  • Safari 3.2.2 or greater.
Software Requirements:
  • Adobe Flash Player 6 or greater.
  • Oracle Java 7 or greater.
  • Adobe Reader 7 or greater.
Web Browser Settings:
  • Accept Cookies
  • Disable Pop-up Blocker.


**Outlines are subject to change, as courses and materials are updated.**