Types of Questions

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

How important are our professional relationships and what can you do to improve them? This module introduces you to the topic of Building Relationships […]

Do you do much negotiating in your role? You might be doing more than you think. This module introduces the topic of Negotiation and […]

Put your negotiation skills to the test in this choose-you-own-adventure activity. You need to buy a birthday present for somebody; can you get the […]

If a customer thinks you aren’t listening to them properly, it will be difficult to build rapport. Let’s take a look at how you […]

Building rapport doesn’t come naturally to everyone, and some customers can be more difficult than others, but the techniques that in this micro module […]

People expect a lot of personalisation in their communications with companies. In this module, we’ll explore how and why you need to know your […]

In order to become successful and confident in business negotiations we first need to develop influencing skills, which in turn are informed by our […]

‘Emotional intelligence’ is your ability to recognise and manage your own emotions, as well as recognise and respond appropriately to the other person’s emotions. […]

The steps in this micro module will set a good foundation for what is to come. After this, have a look at Listening and […]

The purpose of this module is to review the traditional sales process from end to end, and look at ways you can improve the […]