Learning Object ID: 2053 Estimated Time: 00 hr 30 min Description:In this simulation, you will assume the role of Northeast Regional Director of Sales for IpSwitch Components, a seller and service provider of computer networking hardware. Recently, the company decided to experiment with a 360-degree performance feedback system, hoping to replace the traditional manager-level review process. This simulation is based on the SkillSoft series 360-Degree Performance Appraisal and provides links to the following courses: MGMT0151, MGMT0152, and MGMT0153.
Learning Object ID: 2636 Estimated Time: 04 hr 00 min Description:A unique quality of effective field sales representatives is their ability to assess their customers' needs, determine sales opportunities, and access the decision makers--often in one or two sales calls. Sound impossible? It's not if the sales professional applies the essentials presented in Applying Your Field Sales Approach. This course provides sales strategies to change your customers' perceptions of you from vendor to sales consultant by addressing these important factors: asking the right questions and listening to customer needs, avoiding actions that impede sales calls, identifying sales opportunities, and targeting the decision makers.
Learning Object ID: 2664 Estimated Time: 05 hr 30 min Description:Championship teams win titles because they are comprised of members who are talented athletes possessing the right combination of skills, attitude, and enthusiasm to go out and win. The members of a winning sales team must also have the right skills, attitude, and enthusiasm to be successful. As a sales manager, how do you build an effective sales team? This course delivers answers by presenting information and tools that you can use to define your sales team and identify stages of sales team development. You'll discover where to look for qualified sales team candidates and what to look for in submitted resumes. Then you'll explore methods for conducting interviews and using a sales skills assessment tool to help you choose the best people for your sales team.
Learning Object ID: 8868 Estimated Time: 03 hr 00 min Description:Microsoft Outlook 2007 with Business Contact Manager helps to save time and improve sales and marketing to ensure excellent customer service by providing customer and contact management in one central location. It allows you to easily manage all your contacts, customer information, and opportunities in one location making it easier to find and manage. It also allows you to create marketing campaigns and send them to prospective customers, as well as track any communications with your customers and contacts to ensure you stay organized. This course demonstrates how to setup Business Contact Manager with Accounts, Contacts, Opportunities, and Projects. It also demonstrates how to track and link items to records, as well as share and protect your data in the Business Contact Manager database.
Learning Object ID: 14513 Estimated Time: 00 hr 30 min Description:You are a sales manager at the Gray & Becker tool company. The company makes and distributes consumer- and contractor-grade power tools to retail outlets. G&B has always been a leader in the tool industry and has maintained an impeccable reputation for quality, reliability, and safety. The latest tool produced by G&B is a rechargeable, cordless, and high-powered nailer designed for roofing and framing contractors.The new nailer is enjoying quite a bit of initial success. Word of mouth has been great, users are extremely pleased with the product, and the nailer promises to be a star in G&B's overall tool offering, barring unforeseen complications.In this simulation, you will test your ability to promote ethical behavior and to balance this behavior with social responsibility and the company's bottom line. This simulation is based on the SkillSoft series Business Ethics, and has links to the following courses: pd_02_a01_bs_enus, pd_02_a02_bs_enus, pd_02_a03_bs_enus, and pd_02_a04_bs_enus.
Learning Object ID: 1641 Estimated Time: 04 hr 30 min Description:Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities, questioning skills, and telephone skills. These skills are essential to help you to communicate effectively and professionally with your call center customers.
Learning Object ID: 6028 Estimated Time: 01 hr 00 min Description:A candidate who successfully completes this test will have demonstrated a well versed knowledge of call center sales, service, operations, and procedures. Questions are based on situations and issues often encountered in call center environments. The test contains questions that range from basic to advanced. Hence, it is not advisable to gauge a candidate’s skill as “lacking” if they have merely one year of experience in the field and fail to answer the advanced questions correctly. While this test is appropriate for a candidate that has a minimum of one year experience in the field, it is intended to present questions that are challenging to the seasoned call center employee as well.
Learning Object ID: 6448 Estimated Time: 01 hr 00 min Description:This test for Call Center Outbound Sales Skills was created to aid in identifying potentially successful outbound sales call center employees and applicants. The following categories are examples of those types of topical areas addressed within the test; Acceptance of Criticism - ability to use critical feedback to enhance performance, Assertiveness - ability to portray confidence interpersonally, Drive/Motivation - willingness to be productive and to succeed and Versatility - Ability to work on several different tasks at once. IMPORTANT: This test cannot be randomized because questions throughout the test will reference the previous questions data!
Learning Object ID: 1643 Estimated Time: 03 hr 00 min Description:How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time efficiently is important because time is money! Remember this course is dependent on the previous call center courses; to be a good sales rep, you need a combination of communication and customer service skills.
Learning Object ID: 10878 Estimated Time: 02 hr 00 min Description:Calling privileges are an important dial plan component. They are used to implement class of service (CoS), which means that, based on the calling device or line, some destinations are permitted to access call routing table entries while others are not. A hunt group is a group of telephone lines that are associated with a common number. Many businesses have sales or service support departments that handle inbound calls from customers, and hunt groups are the mechanisms that help businesses manage inbound calls. This course describes the configuration tools that can be used to implement calling privileges using applications such as time-of-day routing, vanity numbers, Client Matter Codes (CMC), Forced Authorization Codes (FAC), and private line automatic ringdown (PLAR). It also explores how to implement hunt groups and enable other call coverage features such as call forwarding, shared lines, and Call Pickup. This course is one of a series from two SkillSoft learning paths, which cover the objectives for Cisco exam 642-446 CIPT. This exam is one of five required qualifying exams for the CCVP (Cisco Certified Voice Professional) certification.
Learning Object ID: 2685 Estimated Time: 00 hr 30 min Description:You are a regional account executive with DME Corporation, a national direct mail service provider. Your company recently made a large investment toward the goal of becoming a one-stop shop and now offers fulfillment services. You are responsible for selling these new services to your existing client base, as well as prospecting for new accounts. You have previously identified, researched, and analyzed a promising potential client, MicroGalaxy Inc. They currently use your company for their direct marketing efforts. MicroGalaxy's electronic component supply business is growing so fast that they're having trouble keeping up with fulfillment. Now you are close to closing the deal. This simulation requires you to negotiate the deal, manage your cross-functional account team effectively to provide good customer support and to ultimately move the relationship to the partnership stage. This simulation is based on the Selling at the Executive Level series and contains links to the following SkillSoft courses: SALE0225 and SALE0226.
Learning Object ID: 2667 Estimated Time: 02 hr 30 min Description:You already recognize that information is power, but do you understand the role that communication plays in disbursing information? The success of organizations in today's business climate depends on the fast, efficient dissemination of information, and that can only come about through effective communication. This fact is true at the corporate level, at the sales level, and indeed at every level of the company. At a time when rapid change is now the norm, employees need information so that they can make the best decisions quickly. In this course, you'll learn the sales manager's role in fostering communication skills within the sales team environment. You'll learn about the importance of encouraging your employees to use supportive listening and assertive speaking techniques to enhance their performance. You'll also build your awareness of communication barriers and how to use nonjudgmental language when communicating with your team members. The course will provide information on how to make your sales team meetings more effective by showing you how to create focused agendas and successfully facilitate discussions. Finally, you'll learn about various types of written communication and their appropriate use in certain situations. You'll also learn ways to communicate with virtual sales team members who may be just down the hall, or on the other side of the planet.
Learning Object ID: 2649 Estimated Time: 05 hr 00 min Description:Everything you do in an inbound sales call leads up to the completion of the sale. A successful inside sales consultant knows how to keep a customer's attention all the way through the close of the sale. In this course, you will learn the process for assessing a sales opportunity, the four factors used to qualify a sales opportunity, and strategies for qualifying a sales opportunity. You will also learn the steps for making the transition in both one-call and multiple-call closes. You will learn how to determine the best strategies for inbound sales presentations and explore the characteristics of an effective inbound sales presentation, as well as the features, benefits, and value of a solution. You will learn how to conduct an effective inbound sales presentation, in addition to learning the strategies to use in presenting to various buying roles. Finally, you will learn how to close an inbound sales call and how to handle any objections that may come up during a close.
Learning Object ID: 2647 Estimated Time: 05 hr 00 min Description:You might have heard the saying, it ain't over 'til it's over. This is especially true with inside sales calls. To be a successful inside sales consultant, you need to know how to keep your customer's attention all the way through the close of the sale. In this course, you will learn strategies for contacting the decision maker and for dealing with gatekeepers. You will learn the steps involved in a sales presentation, how to determine the most effective sales strategy for your sales call, and how to determine the customer's valuation of your product or service. In this course, you will learn the seven characteristics of effective sales presentations, the steps for effectively conducting a sales presentation, and strategies for presenting to different buying roles. This course also addresses strategies for successfully facilitating the close of the outbound sales call, including strategies for handling customers' objections.
Learning Object ID: 2637 Estimated Time: 03 hr 30 min Description:What does it take to successfully present valuable solutions and close sales while achieving a sense of accomplishment and trust between you and your customer? Completing Your Field Sales Approach highlights how to present sales solutions and close sales with your customers. Included in the course are steps and tips for overcoming customer objections effectively. You'll have opportunities to improve the flow of a sales call, handle objections and close a sale as you participate in role plays.
Learning Object ID: 2653 Estimated Time: 03 hr 30 min Description:Researching your target accounts is important for understanding your customer's business. But only by conducting research meetings will you learn the inside information you need to truly understand the business fit between your company and your customer. In this course, you'll learn about bringing your research and communication skills together in strategic account sales (SAS) research meetings. You'll start by learning how to prepare for an effective research meeting. Next, you'll explore how to conduct research meetings to gather desired information. And finally, you'll learn how to close and follow up on your research meetings.
Learning Object ID: 13847 Estimated Time: 00 hr 30 min Description:In this simulation experience, you will assume the role of an HR generalist assigned to a branch sales office for KTW Home Supplies, a major manufacturer of consumer home goods. As the simulation opens, you will be approached by a salesperson who wishes to speak to you confidentially regarding a possible conflict of interest that she has witnessed.The simulation is based on the SkillSoft series HR Compliance and includes links to the following course: LCO0105.Note: The discussion and examples used in this simulation are based on general principals of conflict of interest and are intended to provide guidance in identifying and analyzing conflicts of interest. Employees should consult their own employer's conflict of interest policy and procedures in specific situations.
Learning Object ID: 1663 Estimated Time: 05 hr 30 min Description:If there's one advantage most companies have learned to appreciate in recent years, it's flexibility. Technology, the economy, and global events have forced companies to cope with a host of new challenges by being flexible. Flexibility is a key factor in customer call centers. As a customer service agent (CSA), you handle dozens of calls a day, effectively helping customers by providing efficient solutions. At the end of this positive interaction, it makes sense to recommend additional or better products that will further aid customers. Customer service agents have become a vital source of additional sales revenue for companies. To cross-sell effectively, you need to prepare for the cross-selling call. This course covers identifying various types of customer inquiries and controlling the call for an efficient sale. It also explains the best practices for selecting cross-selling prospects by gathering appropriate data, and assessing and qualifying sales opportunities. This helps CSAs avoid uncomfortable situations in which they might possibly lose a customer. In the course lessons, you'll learn effective methods for securing sales such as proposing and presenting solutions, handling objections and closing the sale. These additional call skills will help you perform your tasks more effectively. Flexible customer service agents, who can use cross-selling skills to generate sales, are proving to be one of the greatest contributors to the enduring success of any business.
Learning Object ID: 1659 Estimated Time: 00 hr 30 min Description:Kenworth Domestic Appliances (KDA) is a national manufacturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist in the company's central call center. This simulation is based on the SkillSoft series Customer Service Agent Skills and contains links to the following courses: CUST0151, CUST0152, and CUST0153.
Learning Object ID: 6054 Estimated Time: 01 hr 00 min Description:Customer Service Skills Survey measures the test taker's understanding of and attitude about customer service practices. This survey is designed to measure the customer service aptitude of any customer service representative and may be administered to those who deal with internal or external customers such as customer service, technical support or retail sales workers.
Learning Object ID: 2655 Estimated Time: 06 hr 00 min Description:The most important meeting you'll have with your client is when you show the decision makers that you have the right business fit for their needs. You've done a lot of hard work, so when the curtain goes up on your sales presentation, you want an award-winning performance. In this course, you'll learn about the third major component of the strategic account sales (SAS) approach--presentation. First, you'll learn how to plan and develop a high-impact presentation. You'll then explore ways to successfully deliver the presentation to your client audience. And finally, you'll learn how to follow up your presentation and maintain your sales momentum.
Learning Object ID: 2643 Estimated Time: 05 hr 00 min Description:In this course, you'll learn about the third major component of the territorial account sales approach--presentation. Your presentation is the most important meeting you'll have with your client. This is when you show the decision makers that you have the right product and business fit for their needs. You've done a lot of hard work, so when you make your sales presentation, you want it to practically close the sale for you. First, you'll learn how to plan and develop a high-impact presentation. You'll then explore ways to successfully deliver the presentation to your client audience. And finally, you'll learn how to follow up your presentation and maintain your sales momentum.
Learning Object ID: 1471 Estimated Time: 00 hr 30 min Description:Today's office setting is high-tech and fast-paced. Successful administrative support professionals must keep up with the requirements of the modern-day office environment, and this simulation tests the skills and procedures that will help you do just that. As administrative assistant to the VP of Sales for the Northeast Division of BMS Printed Circuits, you'll experience the full spectrum of responsibilities and challenges that face administrative professionals. Whether greeting visiting clients, drafting memos or dealing with office politics, you'll want to stay sharp, keeping the ultimate goal in mind--administrative excellence. This simulation provides links to the following SkillSoft courses: ADM0101, ADM0102 and ADM0103.
Learning Object ID: 6065 Estimated Time: 01 hr 00 min Description:The Electrical Engineering: Electronics and Communications test covers the technology and terminology used by engineers working with analog systems, digital computers, and communications. The covered subjects include practical applications of electrical theory, analog and digital design, computer design and application, and communications systems. All questions can be answered by qualified candidates without use of a calculator or reference book. The test results will help gauge the candidate's suitability for positions in design, manufacturing, systems operation, maintenance, and technical sales.
Learning Object ID: 6066 Estimated Time: 01 hr 00 min Description:The Electrical Engineering: Power and Control test covers the technology and terminology used by engineers working in traditional practice. The subjects herein include practical applications of power and control theory, design of power and control equipment, and electrical construction and maintenance. Most questions can be answered without a calculator or reference book, thereby testing the general familiarity with electrical engineering principles and problems. The test results will help gauge the candidate's suitability for positions in plant operations, consulting, construction, equipment design, and technical sales.
