Course curriculum

    1. Introduction

    2. What will we Cover?

    3. The Role of Questions in Customer Service

    4. Benefits of Effective Questioning

    5. Customer service etiquette

    6. Quiz

    1. What is active listening?

    2. Quiz

    3. How to improve listening skills

    4. Your listening Skills

    5. Practicing empathy and understanding

    1. Open-ended questions

    2. Open-Ended Vs Closed Ended Questions

    3. Closed-ended questions

    4. Probing questions

    5. How to undercover Buyers Needs with Sales Probing Questions

    6. Clarifying questions

    7. Quiz

    1. Dealing with irate and upset customers

    2. Conflict resolution through questioning

    3. Escalation procedures

    4. Quiz

    1. Cross Selling: Definition & Examples

    2. Identifying sales opportunities

    3. Using questioning for sales

    4. What did you learn?

    5. Ethical considerations in sales

    1. Gathering information to solve customer problems

    2. Identifying root causes

    3. Developing solutions

    4. Quiz

About this course

  • $30.00
  • 35 lessons
  • 1 hour of video content