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SALES And CUSTOMER FACING SKILLS

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Customer Service Curriculum

Customer Service Skills (8)
Title Type ID / DESCRIPTION
Interacting with Customers Skillsoft Course acs_02_a01_bs_enus
Communicating Effectively with Customers Skillsoft Course acs_02_a02_bs_enus
Controlling Conflict, Stress, and Time in a Customer Service Environment Skillsoft Course acs_02_a03_bs_enus
Dealing with Customer Service Incidents and Complaints Skillsoft Course acs_02_a04_bs_enus
Polishing Your Skills for Excellent Customer Service Skillsoft Course acs_02_a05_bs_enus
Listening to Your Customers Skillsoft Business Impact Series _pc_bi_spbi002
Creating a Customer-focused Organization Skillsoft Challenge Series _pc_ch_lach020
Developing Your Customer Focus Skillsoft Challenge Series _pc_ch_pach009
Essentials of Customer Service (8)
Title Type ID / DESCRIPTION
Rapport Building in Customer Service Skillsoft Course acs_03_a01_bs_enus
Providing On-site Customer Service Skillsoft Course acs_03_a02_bs_enus
Providing Telephone Customer Service Skillsoft Course acs_03_a03_bs_enus
Providing Effective Internal Customer Service Skillsoft Course acs_03_a04_bs_enus
Facing Confrontation in Customer Service Skillsoft Course acs_03_a05_bs_enus
Designing a Customer Service Strategy Skillsoft Course acs_03_a06_bs_enus
Aligning Performance to Key Indicators Skillsoft Business Impact Series _pc_bi_ctbi007
The Angry Caller: What’s Your Plan? Skillsoft Business Impact Series _pc_bi_spbi016
Frontline Call Center Skills (3)
Title Type ID / DESCRIPTION
The Importance of Call Tracking and Ticketing Skillsoft Business Impact Series _pc_bi_ctbi003
Creating an Effective On-hold Message Skillsoft Business Impact Series _pc_bi_ctbi008
Aligning Agent Behaviors with Caller Types Skillsoft Business Impact Series _pc_bi_ctbi010
Inbound Call Center Management (6)
Title Type ID / DESCRIPTION
Converting a Call Center to a Profit Center Skillsoft Business Impact Series _pc_bi_ctbi001
Managing Your Call Center More Efficiently Skillsoft Business Impact Series _pc_bi_ctbi002
Customer Service Training – The Interview and Beyond Skillsoft Business Impact Series _pc_bi_ctbi004
Disaster Recovery – Keeping the Lines Open Skillsoft Business Impact Series _pc_bi_ctbi005
Preventing Agent Absenteeism through Better Working Conditions Skillsoft Business Impact Series _pc_bi_ctbi006
Prioritizing Rewards and Recognition in Call Centers Skillsoft Business Impact Series _pc_bi_ctbi011
ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) (30)
Title Type ID / DESCRIPTION
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis Skillsoft Course ib_iosb_a01_it_enus
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis Skillsoft Course ib_iosb_a01_it_enus
ITIL® 2011 Edition OSA: Introduction to Event Management Skillsoft Course ib_iosb_a02_it_enus
ITIL® 2011 Edition OSA: Introduction to Event Management Skillsoft Course ib_iosb_a02_it_enus
ITIL® 2011 Edition OSA: Introduction to Incident Management Skillsoft Course ib_iosb_a03_it_enus
ITIL® 2011 Edition OSA: Introduction to Incident Management Skillsoft Course ib_iosb_a03_it_enus
ITIL® 2011 Edition OSA: Incident Management Interactions Skillsoft Course ib_iosb_a04_it_enus
ITIL® 2011 Edition OSA: Incident Management Interactions Skillsoft Course ib_iosb_a04_it_enus
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment Skillsoft Course ib_iosb_a05_it_enus
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment Skillsoft Course ib_iosb_a05_it_enus
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges Skillsoft Course ib_iosb_a06_it_enus
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges Skillsoft Course ib_iosb_a06_it_enus
ITIL® 2011 Edition OSA: Introduction to Problem Management Skillsoft Course ib_iosb_a07_it_enus
ITIL® 2011 Edition OSA: Introduction to Problem Management Skillsoft Course ib_iosb_a07_it_enus
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges Skillsoft Course ib_iosb_a08_it_enus
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges Skillsoft Course ib_iosb_a08_it_enus
ITIL® 2011 Edition OSA: Introduction to Access Management Skillsoft Course ib_iosb_a09_it_enus
ITIL® 2011 Edition OSA: Introduction to Access Management Skillsoft Course ib_iosb_a09_it_enus
ITIL® 2011 Edition OSA: Introduction to the Service Desk Skillsoft Course ib_iosb_a10_it_enus
ITIL® 2011 Edition OSA: Introduction to the Service Desk Skillsoft Course ib_iosb_a10_it_enus
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing Skillsoft Course ib_iosb_a11_it_enus
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing Skillsoft Course ib_iosb_a11_it_enus
ITIL® 2011 Edition OSA: Introduction to Functions Skillsoft Course ib_iosb_a12_it_enus
ITIL® 2011 Edition OSA: Introduction to Functions Skillsoft Course ib_iosb_a12_it_enus
ITIL® 2011 Edition OSA: Function Activities Skillsoft Course ib_iosb_a13_it_enus
ITIL® 2011 Edition OSA: Function Activities Skillsoft Course ib_iosb_a13_it_enus
ITIL® 2011 Edition OSA: Technology and Implementation Considerations Skillsoft Course ib_iosb_a14_it_enus
ITIL® 2011 Edition OSA: Technology and Implementation Considerations Skillsoft Course ib_iosb_a14_it_enus
ITIL ® Operational Support & Analysis Skillsoft Final Exams ib_iosb_a01_fe_enus
ITIL ® Operational Support & Analysis Skillsoft Final Exams ib_iosb_a01_fe_enus
ITIL® 2011 Foundation (18)
Title Type ID / DESCRIPTION
Overview of the ITIL® Service Lifecycle Skillsoft Course acs_01_a01_it_enus
Overview of the ITIL® Service Lifecycle Skillsoft Course acs_01_a01_it_enus
ITIL® Service Strategy Concepts Skillsoft Course acs_01_a02_it_enus
ITIL® Service Strategy Concepts Skillsoft Course acs_01_a02_it_enus
ITIL® Service Strategy Processes Skillsoft Course acs_01_a03_it_enus
ITIL® Service Strategy Processes Skillsoft Course acs_01_a03_it_enus
ITIL® Service Design Concepts Skillsoft Course acs_01_a04_it_enus
ITIL® Service Design Concepts Skillsoft Course acs_01_a04_it_enus
ITIL® Service Design Processes Skillsoft Course acs_01_a05_it_enus
ITIL® Service Design Processes Skillsoft Course acs_01_a05_it_enus
ITIL® Service Transition Concepts and Processes Skillsoft Course acs_01_a06_it_enus
ITIL® Service Transition Concepts and Processes Skillsoft Course acs_01_a06_it_enus
ITIL® Service Operation Concepts Skillsoft Course acs_01_a07_it_enus
ITIL® Service Operation Concepts Skillsoft Course acs_01_a07_it_enus
ITIL® Service Operation Processes Skillsoft Course acs_01_a08_it_enus
ITIL® Service Operation Processes Skillsoft Course acs_01_a08_it_enus
ITIL® Continual Service Improvement Skillsoft Course acs_01_a09_it_enus
ITIL® Continual Service Improvement Skillsoft Course acs_01_a09_it_enus

Industry Foundations

Industry Overviews (21)
Title Type ID / DESCRIPTION
The Telecommunications Industry Overview: Version 4 Skillsoft Course indo_01_a11_bs_enus
The Health Care Industry Overview: Version 4 Skillsoft Course indo_01_a12_bs_enus
The Insurance Industry Overview: Version 4 Skillsoft Course indo_01_a13_bs_enus
The Banking Industry Overview: Version 4 Skillsoft Course indo_01_a14_bs_enus
The Oil and Gas Industry Overview: Version 4 Skillsoft Course indo_01_a15_bs_enus
The Retail Industry Overview: Version 4 Skillsoft Course indo_01_a16_bs_enus
The Manufacturing Industry Overview: Version 4 Skillsoft Course indo_01_a17_bs_enus
The Pharmaceutical Industry Overview: Version 5 Skillsoft Course indo_01_a18_bs_enus
The Information Technology Industry Overview: Version 4 Skillsoft Course indo_01_a19_bs_enus
The Federal Government Industry Overview: Version 4 Skillsoft Course indo_01_a20_bs_enus
The Education Industry Overview: Version 2 Skillsoft Course indo_01_a21_bs_enus
The Utilities Industry Overview: Version 2 Skillsoft Course indo_01_a22_bs_enus
The Chemicals Industry Overview: Version 2 Skillsoft Course indo_01_a23_bs_enus
The Broadcasting & Entertainment Industry Overview: Version 2 Skillsoft Course indo_01_a24_bs_enus
The Capital Markets Industry Overview: Version 2 Skillsoft Course indo_01_a25_bs_enus
The Consumer Electronics Industry Overview: Version 2 Skillsoft Course indo_01_a26_bs_enus
The Aerospace & Defense Industry Overview: Version 2 Skillsoft Course indo_01_a27_bs_enus
The Biotechnology Industry Overview: Version 2 Skillsoft Course indo_01_a28_bs_enus
The Automotive Industry Overview: Version 4 Skillsoft Course indo_01_a29_bs_enus
The Food and Beverage Industry Overview: Version 4 Skillsoft Course indo_01_a30_bs_enus
The Agriculture Industry Overview: Version 4 Skillsoft Course indo_01_a31_bs_enus

Sales Curriculum

Sales Foundations (41)
Title Type ID / DESCRIPTION
Prospecting: Panning for Sales Gold Skillsoft Course asl_01_a01_bs_enus
The Discovery Meeting: Starting Off on the Right Foot Skillsoft Course asl_01_a02_bs_enus
The Value Proposition: Getting Your Pitch Right Skillsoft Course asl_01_a03_bs_enus
Turning Objection into Opportunity during a Sales Call Skillsoft Course asl_01_a04_bs_enus
Negotiating Well and Going for the Close Skillsoft Course asl_01_a05_bs_enus
Don’t Only Go for the Big Fish Skillsoft Business Impact Series _pc_bi_spbi009
The Ethics of Gift Giving Skillsoft Business Impact Series _pc_bi_spbi014
Using Persuasion Techniques to Boost Sales Skillsoft Business Impact Series _pc_bi_spbi018
Get it Together: Organizing Your Sales Approach Skillsoft Business Impact Series _pc_bi_sabi002
Presentations That Get People Talking Skillsoft Business Impact Series _pc_bi_sabi003
Building Momentum in Discovery Meetings Skillsoft Business Impact Series _pc_bi_sabi011
Appealing to Prospects Skillsoft Business Impact Series _pc_bi_sabi012
Getting Your Head around Pipeline Management Skillsoft Business Impact Series _pc_bi_sabi013
Initiating Discovery Meetings Skillsoft Challenge Series _pc_ch_sach001
The Proof Is in the Proposal Skillsoft Challenge Series _pc_ch_sach003
Using Customer Knowledge to Advance Sales Skillsoft Challenge Series _pc_ch_sach006
Prospecting Strategically Skillsoft Challenge Series _pc_ch_sach011
Responding to News of a Lost Sale Skillsoft Challenge Series _pc_ch_sach017
Talking Value with Your Customers Skillsoft Business Impact Series _pc_bi_sabi004
Dealing with Questions, Objections, and Resistance Skillsoft Business Impact Series _pc_bi_sabi005
Educating and Collaborating with Customers Skillsoft Business Impact Series _pc_bi_sabi006
Dealing with Negotiation Challenges Skillsoft Business Impact Series _pc_bi_sabi009
Negotiating Contract Terms Skillsoft Challenge Series _pc_ch_pach001
Communicating Your Company’s Value Skillsoft Challenge Series _pc_ch_sach004
Turning Obstacles into Opportunities Skillsoft Challenge Series _pc_ch_sach005
Negotiating with Your Customer Skillsoft Challenge Series _pc_ch_sach009
Effective Cold Calling Skillsoft Business Impact Series _pc_bi_sabi007
Prompting Action through Focused Communication Skillsoft Business Impact Series _pc_bi_sabi014
Regaining Your Customer’s Trust Skillsoft Business Impact Series _pc_bi_sabi015
Talking about the Competition Skillsoft Business Impact Series _pc_bi_sabi017
Responding to Bad News Skillsoft Business Impact Series _pc_bi_sabi018
Communicating a High-impact Business Case Skillsoft Business Impact Series _pc_bi_sabi019
Making the Cold Call Skillsoft Business Impact Series _pc_bi_sabi020
Getting Organized to Meet Your Sales Goals Skillsoft Challenge Series _pc_ch_sach002
Making Contact: Access Strategies Skillsoft Challenge Series _pc_ch_sach007
Managing a Sales Pipeline Skillsoft Challenge Series _pc_ch_sach012
Demonstrating Business Acumen Skillsoft Challenge Series _pc_ch_sach013
Selling with Trust Skillsoft Challenge Series _pc_ch_sach014
Using Competitive Selling Skills Skillsoft Challenge Series _pc_ch_sach016
Aligning Your Business Case to Customer Priorities Skillsoft Challenge Series _pc_ch_sach018
Effective Sales Coaching Skillsoft Challenge Series _pc_ch_sach020
Sales Management (5)
Title Type ID / DESCRIPTION
Storming: Developing and Leading Your Sales Team Skillsoft Business Impact Series _pc_bi_spbi003
Sales Support Roles for Better Customer Interaction Skillsoft Business Impact Series _pc_bi_spbi007
Succeeding in Account Management Skillsoft Challenge Series _pc_ch_sach015
Gaining Access through Cold Calls Skillsoft Challenge Series _pc_ch_sach019
Overcoming Resistance to Coaching Skillsoft Business Impact Series _pc_bi_sabi021
Solution Selling (4)
Title Type ID / DESCRIPTION
Turning Potential Customers into Allies Skillsoft Challenge Series _pc_ch_sach008
Preparing to Implement Solutions Skillsoft Challenge Series _pc_ch_sach010
Managing Implementation Problems Skillsoft Business Impact Series _pc_bi_sabi010
Connecting Customers and Solutions Skillsoft Business Impact Series _pc_bi_sabi008
Strategic Account Sales Skills (8)
Title Type ID / DESCRIPTION
Selling to Key Players Skillsoft Business Impact Series _pc_bi_spbi001
Planning for Effective Selling Skillsoft Business Impact Series _pc_bi_spbi004
Building Profitable Customer Relationships Skillsoft Business Impact Series _pc_bi_spbi017
Crafting Sales Strategies Skillsoft Challenge Series _pc_ch_spch002
Performance Payout Plans Skillsoft Challenge Series _pc_ch_spch004
Sales and Marketing: Two Sides of the Same Coin? Skillsoft Business Impact Series _pc_bi_spbi011
Connecting the Dots: Insightful Account Management Skillsoft Business Impact Series _pc_bi_sabi016
Succeeding in Account Management Skillsoft Challenge Series _pc_ch_sach015

New Releases

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BUSINESS STRATEGY And OPERATIONS

Strategic Planning Curriculum
Strategic Risk-taking (1 new)
Title Type ID / DESCRIPTION
Knowing When to Take Strategic Risks (New) Skillsoft Course bs_arm01_a01_enus

PROFESSIONAL EFFECTIVENESS

Personal Development Curriculum
Dealing with Setbacks (1 new)
Title Type ID / DESCRIPTION
Learning from Failure (New) Skillsoft Course bs_apd19_a01_enus

PROJECT EFFECTIVENESS

Team Building Curriculum
Making a Pitch (1 new)
Title Type ID / DESCRIPTION
Getting Your Pitch Heard (New) Skillsoft Course bs_atm03_a01_enus