Sales & Customer Facing Skills

NOTE: Click on the Curriculum links below to go to the corresponding Courses.

Sales Curriculum Customer Service Curriculum Industry Foundations

Some courses qualify for continuing professional education credit by the Project Management Institute (PMI) and the National Association of State Boards of Accountancy (NASBA). If applicable, the associated credits are listed.


Curriculum Course Bundle Course Title Course Description Estimated Duration
(in hours)		 NASBA Credit PMI
PDU
Sales Curriculum ↑Top
  Field Sales Skills  
  Field Sales Foundations SALE0101 3.50 2.50
  Planning Your Field Sales Approach SALE0102 4.50 4.00
  Applying Your Field Sales Approach SALE0103 4.00 3.50
  Completing Your Field Sales Approach SALE0104 3.50 3.00
  Field Sales Skills Simulation SALE0100 0.50
  Field Sales Skills Blended Learning Tooklit BLTSA010  
  Don't Only Go for the Big Fish _pc_bi_spbi009 0.10
  Using Persuasion Techniques to Boost Sales _pc_bi_spbi018 0.20
  Territorial Account Sales Skills  
  The Territorial Account Sales Approach SALE0111 3.00 3.00
  Understanding Your Target Customer's Business SALE0112 3.50 3.50
  Effectively Using Customer-focused Research Meetings SALE0113 3.50 3.00
  Gaining Access to Key Personnel at Your Target Accounts SALE0114 3.50 2.50
  Delivering High-impact Territorial Account Sales (TAS) Presentations SALE0115 5.00 3.00
  Territorial Account Sales Skills Simulation SALE0110 0.50
  Listening to your Customers _pc_bi_spbi002 0.10
  Inside Sales Skills  
  Preparing for Outbound Sales Calls SALE0121 6.00 3.50
  Initiating Outbound Sales Calls SALE0122 3.50 2.00
  Completing Outbound Sales Calls SALE0123 5.00 4.00
  Preparing for Inbound Sales Calls SALE0124 5.00 3.50
  Completing Inbound Sales Calls SALE0125 5.00 3.50
  Inside Sales Skills Simulation SALE0120 0.50
  Inside Sales Skills Blended Learning Toolkit BLTSA012  
  Strategic Account Sales Skills  
  The Strategic Account Sales Approach SALE0131 3.00 2.00
  Understanding Your Customer SALE0132 3.50 2.50
  Conducting Effective Sales Research Meetings SALE0133 3.50 2.50
  Working with Your Customer's Key Players SALE0134 3.50 2.50
  Delivering High-Impact Sales Presentations SALE0135 6.00 3.50
  Strategic Account Sales Skills Simulation SALE0130 0.50
  Strategic Account Sales Skills BLTSA013
  Selling to Key Players _pc_bi_spbi001 0.10
  Planning for Effective Selling _pc_bi_spbi004 0.10
  Building Profitable Customer Relationships _pc_bi_spbi017 0.10
  Crafting Sales Strategies _pc_ch_spch002 0.20
  Pricing Strategy _pc_ch_spch003 0.20
  Performance Payout Plans _pc_ch_spch004 0.20
  Sales Team Management  
  Building a Winning Sales Team SALE0151 5.50 3.50
  Using Business Tools to Manage Sales Teams SALE0152 3.00 2.00
  Motivating a Winning Sales Team SALE0153 4.50
  Communicating in Sales Teams SALE0154 2.50
  Sales Team Management Simulation SALE0150 0.50
  Storming: Developing and Leading Your Sales Team _pc_bi_spbi003 0.10
  Planning Direct Mail to Generate Leads for Complex Sales _pc_bi_spbi006 0.10
  Sales Support Roles for Better Customer Interaction _pc_bi_spbi007 0.10
  The Ethics of Gift Giving _pc_bi_spbi014 0.10
  Selling at the Executive Level  
  Prepare for Success SALE0221 3.00 2.00
  Strategic Planning SALE0222 3.50 2.50
  Progressing through the Complex Sale SALE0223 4.00 3.50
  Presenting Your Proposition SALE0224 4.00 3.00
  Negotiating to Mutual Benefit SALE0225 4.00 2.50
  From Executive-level Sale to Strategic Partnership SALE0226 4.00 3.50
  Preparing for the Executive-level Sale Simulation SALE0220 0.50
  Progressing through the Complex Sale Simulation SALE022S 0.50
  Closing Executive-level Sales Simulation SALE022T 0.50
  Selling at the Executive Level Blended Learning Toolkit BLTSA022  
  SalesUniversity Sales Orientation: Professional Selling in the Knowledge Economy  
  The Profession of Selling SALE0401 3.50 2.50
  Professional Selling in the Knowledge Economy SALE0402 5.00 4.50
  Professional Selling in the Knowledge Economy Simulation SALE0400 0.50
  SalesUniversity Sales Math 101: Developing a Sales Plan for Success  
  Sales Math 101: Developing a Sales Plan for Success SALE0411 4.00 3.50
  SalesUniversity Sales Manufacturing: A Success Model  
  Sales Manufacturing (TM): Identifying Sales Opportunities SALE0421 5.00 4.50
  Sales Manufacturing (TM): Sales Production SALE0422 6.00 5.00
  Sales Manufacturing: Opportunity Development Simulation SALE0420 0.50
  SalesUniversity Communication 101  
  Sales Communications Foundations SALE0431 7.00 5.00
  Sales Communications Essentials SALE0432 7.00 6.00
  Telesales Communications SALE0433 6.00 4.50
  Sales Communication Techniques Simulation SALE0430 0.50
Customer Service Curriculum ↑Top
  Customer Service Representative, Professionalism  
  The Customer Service Representative (CSR) cust_06_a01_bs_enus 3.50
  Support Center Services and Work Environment |n cust_06_a02_bs_enus 3.00
  Team and Customer Relationships cust_06_a03_bs_enus 3.00
  Customer Service Representative, Skills  
  Customer Interactions cust_07_a01_bs_enus 3.50 3.00
  Communication Skills cust_07_a02_bs_enus 3.50 4.50
  Conflict, Stress, and Time Management cust_07_a03_bs_enus 3.50 2.50
  Customer Service Representative, Process  
  Customer Service Processes and Procedures cust_08_a01_bs_enus 3.00
  Quality in a Support Center cust_08_a02_bs_enus 3.50
  Support Center Tools, Technologies and Metrics cust_08_a03_bs_enus 3.00
  Dealing with Irrational Customers and Escalating Complaints cust_08_a04_bs_enus 2.00
  Customer Service Fundamentals  
  Customer Service Fundamentals: Building Rapport in Customer Relationships cust_09_a01_bs_enus 1.00
  Customer Service in the Field cust_09_a02_bs_enus 1.00
  Customer Service over the Phone cust_09_a03_bs_enus 1.00
  Internal Customer Service cust_09_a04_bs_enus 1.00
  Customer Service Confrontation and Conflict cust_09_a05_bs_enus 1.00
  Shaping the Direction of Customer Service in Your Organization cust_09_a06_bs_enus 1.00
  The Angry Caller: What's Your Plan? _pc_bi_spbi016 0.10
  Aligning Performance to Key Indicators _pc_bi_ctbi007 0.10
  Frontline Call Center Skills  
  The Importance of Call Tracking and Ticketing _pc_bi_ctbi003 0.10
  Creating an Effective On-hold Message _pc_bi_ctbi008 0.10
  Aligning Agent Behaviors with Caller Types _pc_bi_ctbi010 0.10
  Determining Proper Expectation-management Techniques _pc_ch_ctch001 0.20
  Training Methods for CSRs in the Customer Contact Industry _pc_ch_ctch002 0.20
  Measuring Customer Satisfaction  
  Discovering What Your Customers Want CUST0131 2.50 1.00
  Developing Customer Satisfaction Surveys CUST0132 3.00 1.50
  Customer Satisfaction: Analysis and Implementation CUST0133 2.50 1.50
  Measuring Customer Satisfaction Simulation CUST0130 0.50
  Internal Customer Service  
  Excellence in Internal Customer Service CUST0141 5.00 1.50
  Working With Internal Customers CUST0142 4.00 2.50
  Overcoming Internal Customer Service Problems CUST0143 3.50 1.00
  Internal Customer Service: Conflict and Complaints Simulation CUST0140 0.50
  Internal Customer Service Agent Skills  
  The Customer Service Agent in Action CUST0151 4.50 1.50
  Professional Skills for Customer Service Agents CUST0152 4.50 1.00
  Managing Challenges in Customer Service CUST0153 5.00 1.50
  Cross-selling in a Customer Service Call CUST0154 5.50 1.50
  Customer Service Agent Skills Simulation CUST0150 0.50
  Technical Support Agent Skills  
  The Contact Center and Technical Support Agent CUST0161 4.50 1.50
  Technical Support Essentials CUST0162 5.00 1.50
  Assessing Customer Behavior CUST0163 4.50 1.50
  Technical Support Agent Survival Skills CUST0164 3.50 1.50
  Technical Support Agent Skills Simulation CUST0160 0.50
  Managing A Customer-Focused Department  
  Identifying Your Customer's Expectations CUST0171 4.50 4.00
  Using Surveys to Measure Customer Satisfaction CUST0172 3.00 2.50
  Bridge The Expectations Gap CUST0173 4.50 4.00
  Leading A Customer-Focused Team CUST0174 4.00 3.00
  Managing a Customer-focused Department Simulation CUST0170 0.50
  Creating a Customer-focused Organization _pc_ch_lach020 0.20
  ITIL v3 Intermediate: Operational Support & Analysis  
  ITIL® V3 OSA: Introduction to Operational Support and Analysis ib_iosa_a01_it_enus 2.50
  ITIL® V3 OSA: Introduction to Event Management ib_iosa_a02_it_enus 3.50
  ITIL® V3 OSA: Introduction to Incident Management ib_iosa_a03_it_enus 2.50
  ITIL® V3 OSA: Incident Management Interactions ib_iosa_a04_it_enus 3.00
  ITIL® V3 OSA: Introduction to Request Fulfillment ib_iosa_a05_it_enus 2.00
  ITIL® V3 OSA: Request Fulfillment Process Interfaces and Challenges ib_iosa_a06_it_enus 2.50
  ITIL® V3 OSA: Introduction to Problem Management ib_iosa_a07_it_enus 3.00
  ITIL® V3 OSA: Problem Management Process Interfaces and Challenges ib_iosa_a08_it_enus 2.50
  ITIL® V3 OSA: Introduction to Access Management ib_iosa_a09_it_enus 3.00
  ITIL® V3 OSA: Introduction to the Service Desk ib_iosa_a10_it_enus 2.00
  ITIL® V3 OSA: Service Desk Metrics and Outsourcing ib_iosa_a11_it_enus 1.50
  ITIL® V3 OSA: Introduction to Functions ib_iosa_a12_it_enus 2.50
  ITIL® V3 OSA: Function Activities ib_iosa_a13_it_enus 1.50
  ITIL® V3 OSA: Technology and Implementation Considerations ib_iosa_a14_it_enus 2.50
  ITIL® V3 Overview  
  ITIL® V3 Overview: Creating a Service Culture ib_ovvw_a01_it_enus 2.00
  ITIL® V3 Overview: Introduction to the ITIL® V3 Framework ib_ovvw_a02_it_enus 2.00
  ITIL® V3 Overview: Certification and Benefits ib_ovvw_a03_it_enus 2.00
  IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2  
  ITIL V3 Foundation Syllabus v4.2: ITIL and the Service Lifecycle ib_itlu_a01_it_enus 1.50 2.00 1.50
  ITIL V3 Foundation Syllabus V4.2: Service Strategy Fundamentals ib_itlu_a02_it_enus 2.00 3.00 2.00
  ITIL V3 Foundation Syllabus v4.2: Service Strategy Processes ib_itlu_a03_it_enus 1.00 1.50 1.00
  ITIL V3 Foundation Syllabus v4.2: Service Design Fundamentals ib_itlu_a04_it_enus 1.50 1.50
  ITIL V3 Foundation Syllabus v4.2: Service Design Processes ib_itlu_a05_it_enus 2.00 2.00
  ITIL V3 Foundation Syllabus v4.2: Service Transition Processes and Principles ib_itlu_a06_it_enus 2.00 2.00
  ITIL V3 Foundation Syllabus v4.2: Service Operation Principles and Functions ib_itlu_a07_it_enus 1.00 1.00
  ITIL V3 Foundation Syllabus v4.2: Service Operation Processes ib_itlu_a08_it_enus 1.50 1.50
  ITIL V3 Foundation Syllabus v4.2: Continual Service Improvement Fundamentals ib_itlu_a09_it_enus 1.00 1.00
  Inbound Call Center Management  
  The Inbound Call Center CUST0211 2.50 1.50
  Inbound Call Center Management: Leadership CUST0212 3.00 2.50
  Inbound Call Centers: People Management CUST0213 3.00 2.50
  Inbound Call Center Technology CUST0214 4.00 4.50
  Performance Metrics for an Inbound Call Center CUST0215 2.50 2.50
  Converting a Call Center to a Profit Center _pc_bi_ctbi001 0.10
  Managing Your Call Center More Efficiently _pc_bi_ctbi002 0.10
  Customer Service Training - The Interview and Beyond _pc_bi_ctbi004 0.10
  Disaster Recovery - Keeping the Lines Open _pc_bi_ctbi005 0.10
  Preventing Agent Absenteeism through Better Working Conditions _pc_bi_ctbi006 0.10
  Workforce Management Software - Is It Worth It? _pc_bi_ctbi009 0.10
  Prioritizing Rewards and Recognition in Call Centers _pc_bi_ctbi011 0.10
  Mentoring Assets  
  Mentoring ITIL V3 Foundation (ITV3F) mntitv3f    
  Mentoring ITIL V3 Operational Support and Analysis mntitv3osa    
  TestPreps  
  TestPrep ITIL V3 Foundation (ITV3F) TPITV3F_ENG    
Industry Foundations ↑Top
  Industry Overviews  
  The Automotive Industry Overview: Version 2 indo_01_a01_bs_enus 3.00 3.00
  The Oil and Gas Industry Overview: Version 2 indo_01_a02_bs_enus 2.50 2.50
  The Pharmaceutical Industry Overview: Version 2 indo_01_a03_bs_enus 2.50 2.50
  The Food and Beverage Industry Overview: Version 2 indo_01_a04_bs_enus 2.50 3.00
  The Health Care Industry Overview: Version 2 indo_01_a05_bs_enus 1.50 2.50
  The Banking Industry Overview: Version 2 indo_01_a06_bs_enus 2.50 3.00
  The Manufacturing Industry Overview: Version 2 indo_01_a07_bs_enus 2.50 3.00
  The Retail Industry Overview: Version 2 indo_01_a08_bs_enus 2.50 2.50
  The Insurance Industry Overview: Version 2 indo_01_a10_bs_enus 3.00 2.50
  The Telecommunications Industry Overview: Version 3 indo_01_a11_bs_enus 1.00
  The Health Care Industry Overview: Version 3 indo_01_a12_bs_enus 1.00
  The Insurance Industry Overview: Version 3 indo_01_a13_bs_enus 1.00
  The Banking Industry Overview: Version 3 indo_01_a14_bs_enus 1.00
  The Oil and Gas Industry Overview: Version 3 indo_01_a15_bs_enus 1.00
  The Retail Industry Overview: Version 3 indo_01_a16_bs_enus 1.00
  The Manufacturing Industry Overview: Version 3 indo_01_a17_bs_enus 1.00
  The Pharmaceutical Industry Overview: Version 3 indo_01_a18_bs_enus 1.00
  The Information Technology Industry Overview: Version 3 indo_01_a19_bs_enus 1.00
  The Federal Government Industry Overview: Version 3 indo_01_a20_bs_enus 1.00
  The Utilities Industry Overview: Version 1 indo_01_a22_bs_enus 1.00
  Industry Overview Series  
  Industry Overview: Information Technology indo_02_a11_bs_enus 2.00 3.50
  Industry Overview: Federal Government indo_02_a12_bs_enus 1.50 2.00
 
Updated: December 13, 2010