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Sell More

Find a Way to Say Yes

A practical Business Nous course in the Sell More track.

9 sessions68 lessons3 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • The Professional Call Center Agent Mind set
  • The Professional Call Center Agent Skill set
  • Know your caller’s Personality style
  • Exercises & tools

Course content

9 sessions · 68 lessons · ~3 hours · first 2 lessons free

▶Introduction5 lessons
  • ▶What this module coversFree2 min
  • ▶The Perfect Call Center AgentFree2 min
  • ▶Activity: ASK - Attitude, Skills & Knowledge - ASK Model2 min
  • ▶The Professional call center agent Skill Set, Mind Set and Customer knowledge2 min
  • ▶Pre-Training assignment2 min
▶The Professional Call Center Agent Mind set4 lessons
  • ▶How you sound on the phone3 min
  • ▶Mindset and Characteristics of “High performing service providers”9 min
  • ▶Logic vs. Emotion5 min
  • ▶Activity: Winning customer’s hearts2 min
▶The Professional Call Center Agent Skill set15 lessons
  • ▶Are you an Expert?9 min
  • ▶Using the power of questions - Controlling a Conversation2 min
  • ▶Activity: Controlling a Conversation2 min
  • ▶Elite Customer Experience Awards2 min
  • ▶Exercise: Why questions matter2 min
  • ▶Open and Closed Questions5 min
  • ▶Different types of questions2 min
  • ▶Activity: The name game2 min
  • ▶Recap: active listening and the power of questions2 min
  • ▶First Reaction2 min
  • ▶Putting callers on hold2 min
  • ▶Best for you2 min
  • ▶Choose your battles2 min
  • ▶Acknowledge the point2 min
  • ▶Service “NO”2 min
▶Know your caller’s Personality style2 lessons
  • ▶Personality styles9 min
  • ▶Exercise: Personality styles2 min
▶Part 51 lesson
  • ▶Overview2 min
▶Module 14 lessons
  • ▶The Professional Call Center Agent Mind Set2 min
  • ▶Voice Recording2 min
  • ▶Brainstorm some typical plus one’s in your environment for2 min
  • ▶Examples of plus one’s2 min
▶Module 215 lessons
  • ▶The Professional Call Center Agent Skill Set2 min
  • ▶Some phrases to use when confirming understanding2 min
  • ▶Customer: How can I make a payment on my bill?2 min
  • ▶What questions do?2 min
  • ▶Usually start with words such as How? What? Where? When? Why?2 min
  • ▶Closed Questions2 min
  • ▶Activity: Open Vs closed questions2 min
  • ▶Fact Finding Questions2 min
  • ▶Clarifying Questions2 min
  • ▶Developmental Questions2 min
  • ▶Testing Questions2 min
  • ▶Leading Questions2 min
  • ▶Example2 min
  • ▶Conversation 22 min
  • ▶When to use?2 min
▶Module 311 lessons
  • ▶It will help you manage relationships in your workplace2 min
  • ▶As we begin to discuss the different styles, it is2 min
  • ▶When I see chocolate2 min
  • ▶After assigning numbers to all the answers, place2 min
  • ▶The assertive scale is determined by the degree2 min
  • ▶The sociability scale is determined by how you show2 min
  • ▶For example, someone who is extremely reserved may2 min
  • ▶Influencing the Analytical2 min
  • ▶They are, therefore, suspicious and slow to accept2 min
  • ▶Influencing the Expressive2 min
  • ▶Personal Action plan2 min
▶Exercises & tools11 lessons
  • ▶Setup2 min
  • ▶Rules2 min
  • ▶Round 12 min
  • ▶Round 22 min
  • ▶What’s the point from this activity?2 min
  • ▶Additional explanation of the activity for further clarification2 min
  • ▶Understanding Customers Personality types Module2 min
  • ▶Give options within boundaries, then let them decide2 min
  • ▶Be accurate with details2 min
  • ▶Quick2 min
  • ▶What you need2 min

About this course

A practical Business Nous course in the Sell More track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.