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CRKInteractive Online Training Courses

CRKInteractive Online Training Courses

Supplied by Zoe Training in conjunction with Powers Developmental Resources, these courses include online training solutions in the areas of leadership, sales, customer service, personal producitivity, and team development.

LeadershipSalesCustomer ServicePersonal ProductivityTeam Development

Leadership

Behavioral Interviewing
Skills and behavior are the two most important elements of job performance. Behavioral interviewing techniques are designed to reveal both. This course can make the interviewing process easier and more effective. It can provide participants with the tools they need to discover if their candidate is the right person for the job.

Coaching
In this course participants will identify and practice five keys to coaching success and discover several important coaching tips that they can blend easily into their everyday routine. Through exercises and case studies they will learn practical coaching skills and when to use them.

Managing Effectively for Improved Results With DiSC®
This course is the perfect complement to Inscape Publishing's idXready™: Reducing Team Conflict. Participants can use this interactive and entertaining course as a pre-work assignment to provide a solid foundation of DiSC® behavioral style knowledge, spend valuable class time applying DiSC® in team situations, and then after the class as a review and reinforcement tool for a full year.

Managing Performance Discussions
This course provides a process to help managers have a discussion with an employee when performance needs to improve. Key communication skills are addressed, as well as a step-by-step outline for conducting the discussion in a way that respects the individual, and encourages him or her to take responsibility for improving performance.

Understanding Behavioral Styles for Managers
Understanding Behavioral Styles for Managers shows participants how to use behavioral knowledge and adaptive skills to communicate effectively with everyone--even those with "difficult" personalities. Participants will start by gaining valuable insight into their own behavioral style and learn to recognize and categorize the different styles of behavior observed in others. It will also show how to develop adaptive skills that increase their ability to communicate successfully with others.

Reinforcing Your Understanding of Behavioral Styles for Managers
A shortened version of Understanding Behavioral Styles for Managers, this course will reinforce understanding of one's own behavioral style and allow managers to use this knowledge to enhance communication skills and increase productivity.

Win-win Negotiations for Managers
Geared toward managers, this course examines the negotiation process and explores the types of negotiations that cause people the most difficulty. Recognizing how to address the behavioral styles of all involved is critical for successful negotiations. Participants will review the strategies behind some common negotiation tactics and learn to recognize the pitfalls that they can avoid. They'll practice an effective negotiation process that will help get to a win/win for both sides.


Sales

Coaching for Sales Managers
One of the most critical responsibilities of a sales manager or supervisor is to continually and effectively coach people on their sales team. In this course participants will identify and practice five keys to sales coaching success. Through exercises and case studies participants will learn practical sales coaching skills as well as how to apply them.

Customer-focused Sales Interviews
In this course participants will learn professional sales interviewing techniques that will help them establish credibility, qualify opportunities more effectively, and discover a prospect's important business needs, goals, priorities, and personal win.

Establishing Credibility and Trust for Sales
Whether a sales professional is maintaining an existing account or prospecting a new one, being able to develop a good rapport and establish credibility quickly are critical skills. The larger or more complex the deal, the greater the likelihood that trustworthiness will be a deciding factor. Establishing these qualities of credibility and trust allows sales professionals a better opportunity to create longer-term business relationships, a more agreeable atmosphere with new prospects, as well as build more open, productive relationships within existing accounts.

Gaining Commitments to Action/Closing
In this course participants will gain a variety of techniques for gaining little commitments from a prospect to advance the sale. They will learn the difference between low-pressure and high-pressure closing styles, how to recognize buying signals from their prospects, and how to deal with them. They will learn what closing method is most effective with different personality styles, what to do if the prospect says "no thanks," and how to overcome objections when closing.

Improving Client Relationships and Sales Results With DiSC®
This course is the perfect complement to Inscape Publishing's idXready™: DiSC® Relationship Selling. Participants can use this interactive and entertaining course as a pre-work assignment to provide a solid foundation of DiSC® behavioral style knowledge, spend valuable class time applying DiSC® in selling situations, and then after the class as a review and reinforcement tool for a full year.

Introduction to Sales: Sales Professionals Make the Difference
Leading organizations invest in developing their salespeople’s skills to gain and then keep the “competitive edge.” This introductory course is intended to set the stage so they can sharpen their selling skills to become even more effective.

Overcoming All Objections
This course will teach participants careful listening skills that reveal whether a prospect is asking a simple question that can be answered directly, or if this is a "soft" objection that requires further probing to find the real issue. By applying a simple six-step process, participants will become adept at listening to the prospect, analyzing the nature of the objection, and taking the most effective action. Participants will learn to defuse emotional clients and avoid situations that create tension or confrontation.

Prospecting to Create Interest
In this course, participants will learn how to leverage past successes and use a system to identify, classify, and approach high-level people and new opportunities. Tips are also offered on creating internal advocates from existing clients. Participants will be able to practice how to qualify an opportunity and how to plan ahead to get the most out of each client meeting.

Questions Are the Answer for Sales
Questions are powerful tools in the sales process. Applied skillfully, they will yield the information one needs to take the process to the next step. Used carelessly, they could undermine the entire client relationship by making a salesperson seem pushy or unprofessional. Participants will learn the difference between a question and a probe, and how using the right one can elicit information while avoiding the impression of interrogation. By mastering open and closed questioning techniques, participants will control the direction of a sales interview--whether getting the client to "open up" more, or focusing only on specific information. They'll learn which category of question to use for each specific purpose and what kinds of questions to avoid as well.

Territory and Account Management
In this course participants will learn the skills to: define their territory, understand their customer base, evaluate their opportunities to make the most of their time, and prioritize their clients and prospects. Participants will learn a four-step method for managing and protecting their territory.

Understanding Behavioral Styles for Sales
Everyone's personal behavioral style is revealed in their interaction with others. Learning to recognize various styles quickly and adjusting one's own behavior effectively is the focus of this course. Participants will start by gaining valuable insight into their own behavioral style and then learn a system that helps them recognize and categorize the different styles of behavior they observe in others. As they use this knowledge, they will begin to appreciate how personal styles affect client interactions and learn to respond appropriately. Understanding Behavioral Styles for Sales will teach sales professionals to build dynamic, fruitful sales relationships more quickly and easily--even with "demanding" clients.

Reinforcing Your Understanding of Behavioral Styles for Sales
A shortened version of Understanding Behavioral Styles for Sales, this course will reinforce salespeople's understanding of their own behavioral style and use this knowledge to enhance sales-oriented communication skills and increase productivity.

Win-win Negotiations
This course examines the negotiation process and helps participants determine the types of negotiations that cause people the most difficulty. Recognizing how to address the behavioral styles of all involved is critical for successful negotiations. Participants will review the strategies behind some common negotiation tactics and learn to recognize the pitfalls that they can avoid. They'll practice an effective negotiation process that will help get to a win/win for both sides.


Customer Service

Establishing Credibility and Trust for Customer Service
Customer service is really about earning the trust of customers, and one-on-one interactions have the greatest power to enhance (or destroy) the customer relationship. This makes knowing how to build rapport and maintain trust crucially important. This course will show participants the characteristics that people look for (both deliberately and unconsciously) when they are evaluating a person's trustworthiness. They'll learn elements that contribute to professional credibility, and how being able to listen, respond, and pace themselves appropriately enhances their ability to quickly establish rapport with new customers. As participants apply these skills during actual service calls, they will find themselves becoming more adept at forging and maintaining customer relationships that are open, productive, and effective.

Handling Customer Complaints
Handling customer complaints is the core of customer service. A successful outcome requires careful listening, proper interpretation of the problem, and the right response. This course will show participants how to listen carefully for the clues that tell them whether a complaint is a simple objection that can be answered directly, or whether they'll have to probe further to find the real issue. By applying a simple six-step process, they will become adept at gathering information, analyzing the nature of a complaint or objection, and taking the proper action. Participants will learn to defuse emotional clients and avoid situations that create tension or confrontation.

Questions Are the Answer for Customer Service
Questions are powerful tools in the sales process. Applied skillfully, they will yield the information one needs to take the process to the next step. Used carelessly, they could undermine the entire client relationship by making a salesperson seem pushy or unprofessional. Participants will learn the difference between a question and a probe, and how using the right one can elicit information while avoiding the impression they are interrogating the client. By mastering open and closed questioning techniques, they'll control the direction of a sales interview--whether they want the client to "open up" more, or focus only on specific information. They'll learn which category of questioning to use for each specific purpose and what kinds of questions to avoid as well.

Understanding Behavioral Styles for Customer Service
This course will teach participants about behavioral styles and how to apply this knowledge to establish good customer service relationships rapidly and easily. They'll start by gaining valuable insight into their own behavioral style and learn to recognize and categorize the different styles of behavior they may encounter in others. As they gain practical experience, they will appreciate how personal styles impact customer service interactions. By quickly adapting their own behavior, they'll greatly increase success with each customer. This course offers the skills to deal with everyone--even with people that are "challenging" or "difficult!"

Reinforcing Your Understanding of Behavioral Styles for Customer Service
A shortened version of Understanding Behavioral Styles for Customer Service, this course will reinforce participants' understanding of their own behavioral styles and use this knowledge to enhance customer-focused communication skills and increase productivity.


Personal Productivity

Email Etiquette
Email is an important element of everyone’s work life, yet many people have never been trained on the key elements of sending effective email. As a result, too many unimportant and ineffective email messages are sent that tie up valuable resources and employees' time. This program is designed to help participants recognize when email should and should not be used and provides important tips for sending effective email communications. This helps increase the professionalism and efficiency in your organization and can increase employee awareness of email risks, which could end in costly lawsuits.

Understanding Behavioral Styles for Individuals
A greater understanding of individual behavioral styles can help improve communications and interactions with other people, even those considered challenging. This course provides insight into the participants' own behavioral styles and an increased awareness, understanding, and appreciation for other behavioral styles. Equally important, participants learn how to make adjustments in their interactions that will enhance effective communication with others. Immediate results can be achieved when working with others on teams, in negotiations and sales consulting, as well as customer service and leadership situations.

Reinforcing Your Understanding of Behavioral Styles for Individuals
A shortened version of Understanding Behavioral Styles for Individuals, this course will reinforce participants' understanding of their own behavioral styles and use this knowledge to enhance communication skills and increase productivity.


Team Building

Building Stronger Teams for Improved Results With DiSC®
This course is the perfect complement to Inscape Publishing's idXready™: Reducing Team Conflict. Participants can use this interactive and entertaining course as a pre-work assignment to provide a solid foundation of DiSC® behavioral style knowledge, spend valuable class time applying DiSC® in team situations, and then after the class as a review and reinforcement tool for a full year.

Understanding Behavioral Styles for Teams
Successful teams work at integrating the team members' individual styles. Reading and responding appropriately to each other's behavioral style is a skill that starts the team building process "on the right foot," and maintains effective working relationships. This course will teach participants about behavioral styles and how to apply this knowledge to build strong team interrelationships. Participants will gain valuable insight into their own behavioral styles and extend that knowledge into an understanding and appreciation of other behavioral styles. As they learn how to adjust their style of interaction, they will be able to adapt their approach to be most effective with each member of the team. Understanding Behavioral Styles for Teams gives teams the knowledge and skills to build well-knit, effective teams--even with people that are "challenging" or "difficult!

Reinforcing Your Understanding of Behavioral Styles for Teams
A shortened version of Understanding Behavioral Styles for Teams, this course will reinforce team members' understanding of their own behavioral styles and use this knowledge to enhance team communication skills and increase productivity.

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