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Sell More

Find a Way to Say Yes

A practical Business Nous course in the Sell More track.

9 sessions71 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 · 71 lessons · ~3 hours · first 2 lessons free

▶Introduction5 lessons
  • ▶What this module coversFree2 min
  • ▶The Perfect Call Center Agent (30 Minutes)Free2 min
  • ▶Activity: ASK - Attitude, Skills & Knowledge - ASK Model - (20 Minutes)3 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
  • ▶Start off by asking participants if they all heard what they sound like to callers when they pick up calls. Tell them we will start with a fun activity and hear what we sound like on the phone.4 min
  • ▶Mindset and Characteristics of “High performing service providers”10 min
  • ▶Logic vs. Emotion5 min
  • ▶Activity - Winning customer’s hearts2 min
▶The Professional Call Center Agent Skill set15 lessons
  • ▶Are you an Expert?10 min
  • ▶Using the power of questions - Controlling a Conversation2 min
  • ▶Activity: Controlling a Conversation (5 Minutes)2 min
  • ▶Elite Customer Experience Awards3 min
  • ▶Importance of Questions Exercise – Battleship (30 Minutes)2 min
  • ▶Open and Closed Questions5 min
  • ▶Different types of questions2 min
  • ▶Activity – The name game2 min
  • ▶Recap: Reiterate the importance of active listening and using the power of questions and how asking questions not only ensures you are getting all the right information and facts straight avoiding any misunderstanding and helps you establish and maintain control of the conversation, but also can build better rapport with your callers. With every question you ask about the caller or their situation, you are sending them messages that shows them that you really care and genuinely willing to help them get what they want by resolving their issue.2 min
  • ▶First Reaction2 min
  • ▶Putting callers on hold3 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 styles10 min
  • ▶Exercise: Flip chart personality styles - (15 Minutes)3 min
▶Part 52 lessons
  • ▶Overview2 min
  • ▶Student Workbook2 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 & tools13 lessons
  • ▶Setup2 min
  • ▶Rules2 min
  • ▶Round 12 min
  • ▶Round 22 min
  • ▶Round 32 min
  • ▶Discussion and debrief2 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.

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