| Lesson Title |
Benefits |
|
| Introduction to ServiceSmarts |
How to get the most from each lesson |
|
| Handling Cancellation Requests |
Save as many as 4 out of 10 cancellations |
|
| Increasing Average Order Size |
Comfortable techniques to expand the caller's buying experience |
|
| Communicating the Value of Your Offering |
Increase sales and field rep retention with the language of features and benefits |
|
| Consistent Policy Administration 100 |
Overview of the proven system (IPAC) to assure consistent answers to vital policy questions |
|
| Consistent Policy Administration 101 |
ISSUE: Framing the issues correctly leads to effective problem solving |
|
| Consistent Policy Administration 102 |
POLICY: Understand the purpose behind applicable policies to assure they're properly applied |
|
| Consistent Policy Administration 103 |
ANALYSIS: Analyzing the facts in light of the issues and policies creates a clear path to action |
|
| Consistent Policy Administration 104 |
CONCLUSION: Choose a course of action that meets the needs of the company and the field rep |
|
| Consistent Policy Administration 105 |
Model responses to tough policy questions |
|
| Keeping Your Company Legal |
What you can (and can't) say on your calls |
|
| Up Close - Direct Selling |
You can be a more effective service-giver in a profession you fully understand |
|
| Up Close - Field Reps |
It's easier to serve field reps when you know what makes them tick |
|
| Retention 100 |
Learn your role in retaining field reps |
|
| Resourceful Recovery |
Discover how to turn oops! into opportunity |
|
| Using Teams to Meet Today's Challenges |
Techniques of award-winning customer service teams |
|
| Handling Difficult Callers 100 |
Diffuse potentially explosive calls |
|
| Service Skills - Managing Stress |
Specific skills to keep you cool under fire and help you get more joy from your work |
|
| The ServiceQuest Two-Step |
Getting under the surface - to the heart of solving recurring problems |
|
| Leadership Skills - Innovative Problem Solving |
Move beyond the obvious - to creative problem solving |
|
The True Tests of Legitimate Direct
Selling Companies |
Field the tough questions steeped in negative stereotypes |
|
Anatomy of the Exceptional Order
Processing Call |
Move beyond being an order taker to being a relationship builder |
|
| Absolutes for New Accounts |
Get every new field rep off to a great start |
|
| Compensation Plan Fundamentals |
Unravel the method behind the madness |
|
| Winning Customers |
Secure long-term customer loyalty that withstands the pull of competitors |
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