Tertiary Catalogue

Business Studies

Contains 210 Videos

Episode 5: Needs and Objections

Episode 5: Needs and Objections

Sales Essentials

Chapter 1: Ask Questions Ask open questions. Keep control of the interview. Chapter 2: Research The customer. The product. The relationship. Chapter 3: Set Objectives Prepare alternatives. Look for other customers for your products. Look for...Show More
Episode 3: Control and Close

Episode 3: Control and Close

Sales Essentials

Chapter 1: Closing the Sale Watch for buying signals. Ask for the order. Then keep your mouth shut. Chapter 2: Explain the Benefits Sell the benefits, not features. Relate the product to the customer's needs. Chapter 3: Meet...Show More
Episode 4: Difficult Sales

Episode 4: Difficult Sales

Sales Essentials

Chapter 1: The Dictator Dictators hold strong opinions that you’re not going to change. Encourage them to talk. Don’t interrupt – let them reveal their prejudices. Their vanity can be used to close a sale. Chapter 2: The Ditherer The key...Show More
Episode 2: Consultant Selling

Episode 2: Consultant Selling

Sales Essentials

Chapter 1: Being a Consultant When you’re selling a service rather than a product, it’s even more important to build confidence and trust with your client. Try to identify their uncertainties, and help remove them through information and...Show More
Episode 1: Closing Sales

Episode 1: Closing Sales

Sales Essentials

Chapter 1: Keep Trying Know what you’re going to say when you close – prepare your closes. If your first close fails, use recovery lines to get back on track. Persist by chasing up opportunities, expanding offers and keep the door open to new...Show More
Episode 5: Making Your Case

Episode 5: Making Your Case

Influencing Essentials

Chapter 1: Three Charms; But Four Alarms. If you don’t have enough arguments to support your case you risk coming across as half-hearted. But too many arguments can actually undermine your success. Remember: three claims will charm, but four...Show More
Episode 8: Using Similarity

Episode 8: Using Similarity

Influencing Essentials

Chapter 1: Highlight Similarities First People prefer to be persuaded by people who are like them and who do like them. People are much more likely to say ‘yes’ to people that they share similar backgrounds, experiences and values with. Look...Show More
Episode 7: Negotiating Tactics

Episode 7: Negotiating Tactics

Influencing Essentials

Chapter 1: The Home Team Advantage Negotiating in familiar surroundings can boost your confidence.But negotiating in unfamiliar surroundings (like your opponent’s office) can reduce it. One way to improve your negotiation outcomes is to suggest...Show More
Episode 6: Negotiating – Tying the Knot

Episode 6: Negotiating – Tying the Knot

Influencing Essentials

Chapter 1: See-Saws and Trade-Offs When you start your negotiation, pitch high. Don’t give anything away without gaining something in return – in other words, trade, don’t concede. When you’re hearing terms, don’t agree to separate...Show More
Episode 4: Less Is More

Episode 4: Less Is More

Influencing Essentials

Chapter 1: The Rule of the Rare People want more of the things that seem less attainable. Focus on the features of your offer that are genuinely unique or rare. Limiting the number of options or availability signals scarcity and increases...Show More
Episode 3: Helping Hands

Episode 3: Helping Hands

Influencing Essentials

Chapter 1: Ask 'Who Can I Help?' People feel more obliged to give back to people who have given them something first. Before trying to influence someone ask, “How can I help this person?” You are most powerful after you are thanked for help...Show More
Episode 2: Being a 'People Person'

Episode 2: Being a 'People Person'

Influencing Essentials

Chapter 1: Positive Labelling Research shows that assigning a trait, attitude, or other desirable label to a person can increase the chances they will behave in a way that is consistent with that label. The strategy is most effective if you label...Show More
Episode 1: Achieving Goals and Commitments

Episode 1: Achieving Goals and Commitments

Influencing Essentials

Chapter 1: Use Ranges to Motivate People When pursuing goals people tend to focus on two things: achievability and challenge. Single number goals (e.g. open 3 new accounts this week) are either achievable, challenging or a compromise in-between....Show More
Episode 11: Understanding Behaviour

Episode 11: Understanding Behaviour

Workplace Essentials

How people behave when dealing with customers or colleagues can determine the success or failure of any interaction. Although we seem capable of coping with considerable change in our domestic lives, at work we often display an inability to...Show More
Episode 10: When Things Go Wrong

Episode 10: When Things Go Wrong

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Episode 10: Presentation Skills

Episode 10: Presentation Skills

Workplace Essentials

Preparation is the single most important part of a successful presentation. Not only will good preparation communicate thoughtfulness about the presentation message and audience, but it will boost the presenter’s confidence. Chapter 1:...Show More
Episode 09: Negotiating

Episode 09: Negotiating

Workplace Essentials

Wherever two people get together to do a deal, there's the possibility that at least one will end up feeling cheated, angry or resentful, even though both set out believing that they could achieve a mutually beneficial solution. By identifying...Show More
Episode 09: After Sales

Episode 09: After Sales

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Episode 08: Service for Sales

Episode 08: Service for Sales

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Episode 08: Meetings

Episode 08: Meetings

Workplace Essentials

We all know you can't manage without meetings and with the impact of technology; many more of them take place online. So how do you run an efficient, effective and productive virtual meeting? The ability to run a good meeting is not a gift, it's...Show More
Episode 07: Online Customers

Episode 07: Online Customers

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Episode 07: Managing Yourself

Episode 07: Managing Yourself

Workplace Essentials

Most people think they are efficient; but unless they know how to manage their time, it's unlikely they will ever be fully effective. Poor time management can also have a knock-on effect on your colleagues and the team you work with. Chapter 1:...Show More
Episode 06: Managing Projects and Processes

Episode 06: Managing Projects and Processes

Workplace Essentials

Bad management skills can be a costly drain on time and money, causing frustration and stress for everyone concerned. Through use of certain techniques, project leaders can learn how to better manage their team, and so meet the project's...Show More
Episode 06: Customers on the Phone

Episode 06: Customers on the Phone

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Episode 05: Finance and Budgets

Episode 05: Finance and Budgets

Workplace Essentials

You must have plans to run a successful business. There are long term strategic marketing ones, short term sales and production ones, and so on. The critical financial plan is the budget. Even though it is based on forecasts and on sophisticated...Show More