Aspire Journeys

Retail Sales Associate Journey

  • 25 Courses | 9h 33m 35s
  • 5 Books | 49m
  • 5 Audiobooks | 1h 23m 15s
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Retail Sales Associates are responsible for processing transactions (including payment and paperwork) for customers and checking store inventory, usually by using a cash register at a service counter. They can be found in many different industries and can help with repairs, providing rentals, or other services. Learn more about the skills and competencies required by Retail Sales Associates. This Journey is based on real-time market information from Burning Glass Technologies and focuses on the role of the Retail Sales Associate within organizations.

Teamwork and Collaboration

Making a real, positive difference on a team is not necessarily about showing team leadership. Even if your role doesn’t involve managing teams, you can still make an important contribution by being a strong team member.  Learn more about teamwork and collaboration.

  • 4 Courses | 1h 33m 31s
  • 1 Book | 9m
  • 1 Audiobook | 11m 57s

Customer Service Skills

Customer service continues to become a strategic imperative for most organizations today. CSR Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude.  Learn more about Customer Service skills.

  • 5 Courses | 2h 27m 34s
  • 1 Book | 10m
  • 1 Audiobook | 20m 49s

Communication Skills

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations.  Learn more about communication skills.

  • 5 Courses | 1h 37m 38s
  • 1 Book | 11m
  • 1 Audiobook | 14m 25s

Managing Up & Across

Managing up can be a real challenge and requires an appreciation for management's perspective. Learn more about managing up and across.

  • 5 Courses | 2h 11s
  • 1 Book | 9m
  • 1 Audiobook | 16m 58s

Organization Skills & Time Management

No one can add an extra hour to the day to get more done. But anyone can make better use of the 24 hours you do have by becoming more effective at time management. All it takes is deciding to seize control of your own time, and then taking small steps in the right direction.  Learn more about organization skills and time management.

  • 6 Courses | 1h 54m 41s
  • 1 Book | 10m
  • 1 Audiobook | 19m 6s

COURSES INCLUDED

Being an Effective Team Member
Making a real, positive difference on a team is not necessarily about showing team leadership. Even if your role doesn't involve managing teams, you can still make an important contribution by being a strong team member. This course covers strategies and techniques to help you become a more effective and valued team member. You'll explore ways to adopt a positive mindset toward teamwork, so that you can make a significant contribution. Because your success when working on a team depends on pulling together with other people, you'll also learn constructive ways to acknowledge differences and show respect for teams, and specific strategies for team collaboration.
8 videos | 20m has Assessment available Badge Certification PMI PDU
Encouraging Team Communication and Collaboration
Managing teams successfully involves ensuring that team members can communicate with you and with one another and that they will collaborate effectively as a team. To achieve this, clear channels of communication are required for both on-site and virtual teams. In this course, you'll learn how to demonstrate team leadership by encouraging effective communication and overcoming communication problems. You'll explore strategies for encouraging team collaboration. Finally, you'll learn about tools and technologies that are commonly used for virtual teamwork and key considerations for establishing virtual communication guidelines.
8 videos | 21m has Assessment available Badge Certification PMI PDU
Effective Team Communication
It's vital to maintain open, effective communication when working on a team. However, it's all too easy for teams to adopt bad habits. Without realizing how badly it affects your team, you or another team member may communicate in ways that lead to misunderstandings in teamwork, cause unnecessary conflict, keep others from having their say, and prevent collaboration. In this course, you'll learn about different verbal barriers to effective team communication and strategies for overcoming them. But speaking is only one part of communication; effective team leadership is about listening too. So you'll also learn about some active listening techniques that can help you be a better listener when managing teams.
8 videos | 22m has Assessment available Badge
Becoming a Successful Collaborator
When organizations are recruiting, one of the top skills they look for in a candidate is their ability to collaborate. Today's hiring managers know that collaboration leads to improved problem-solving, increased productivity and promotes interconnected team members who share expertise and learn from one another. Defining collaboration is tricky because it means different things across industries, departments and roles. In this course you'll learn about the meaning of collaboration, the concept of teaming in collaboration, and best practices for being a good team member and for being a successful collaborator. You'll examine conflict management styles to determine which one is yours, and the impact on your team.
6 videos | 28m has Assessment available Badge Certification PMI PDU
Customer Service: Adapting to Your Customers' Cues
The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer's cues. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 33m has Assessment available Badge
Customer Service: Interpreting Customers' Service Priorities
CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer's priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer's implicit needs and help you deliver a higher level of service. In this course, you'll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You'll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 26m has Assessment available Badge
Customer Service: Discovering Customer Needs
Customer needs lie at the heart of every service interaction. In order to fully support the customer, we must be able to identify both their stated and unstated needs. Customer support professionals use a combination of skills to analyze beyond the stated requirements to uncover the full spectrum of customer needs. In this course, you'll learn the service advantages of being able to identify your customers' needs. You'll learn best practices for discerning both stated and unstated needs in a service interaction and how to avoid problems and pitfalls in needs exploration. You'll also learn techniques to help you exceed your customers' needs and you'll explore scenarios that put these practices into action. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
8 videos | 31m has Assessment available Badge
Customer Service: Fostering a Service Mindset
Success is both an outcome and a mindset. Professionals who wish to provide a truly exceptional level of customer service approach each interaction with the right mindset and attitude. Without understanding how mindset impacts service ability, you compromise your potential and that of the organization, which ultimately results in a poor customer service experience. Focusing on your service mindset and attitude will ensure your professional values will manifest in each service interaction. In this course, you'll learn how moving to a different mindset can help you deliver outstanding customer service, and what key practices can help establish a good personal mindset for any service situation. You'll also learn to recognize how professional values manifest during customer service interactions, how to develop an attitude of a customer service professional, and what strategies demonstrate a customer-centric service mindset. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 27m has Assessment available Badge
Customer Service: Strengthening Your Service Skills
Customer service continues to become a strategic imperative for most organizations today. Experienced CSRs have valuable experience with both hard and soft skills, making this role an ideal launchpad for a career in the business or private sector. This course enables you to determine the most effective means for self-improvement, teaching you the skills to find and practice growth and development opportunities in customer service, in your company and industry, and that give you a deeper sense of personal achievement and satisfaction. In this course, you'll learn how to leverage your interests to boost your skillset. You'll also learn to find and use learning resources that support professional growth, strategies that promote lifelong learning, and how to use that knowledge to build a career development plan. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 28m has Assessment available Badge
Communicating Effectively with Customers
Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.
8 videos | 23m has Assessment available Badge Certification PMI PDU
Communicating with Confidence
Communicating with confidence is critical to your message being successfully received. Feeling confident in a high stakes situation is not always easy but with effort, confidence can be cultivated and improved. In this course, you'll learn about being an effective speaker. You'll discover ways to prepare, techniques to avoid being nervous and how to use your voice and body language to communicate with self-confidence.
7 videos | 19m has Assessment available Badge Certification PMI PDU
Providing Telephone Customer Service
When you're providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone. In this course, you'll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You'll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you'll learn ways of reflecting or adapting to your customer's style.
8 videos | 21m has Assessment available Badge Certification PMI PDU
The Art and Science of Communication
There is a science behind communication, including how we react neuro-physiologically to others - through verbal communication such as their words and tone, as well as the non-verbal communication of their actions and body language. There's also an art to communication, allowing your authentic self to shine through and allowing the exchange with another person to unfold naturally. In this course, you'll learn about the art and science of communication. You'll explore techniques for connecting with your audience and building trust with them so that your communication intention is clear and understood. You'll also learn the basic principles of assertive communication that is positive and not aggressive.
6 videos | 15m has Assessment available Badge Certification PMI PDU
Trust Building through Effective Communication
Building relationships with the people you want to communicate with is key to making communication effective. And building trust is essential to forging meaningful working relationships. In this course, you'll explore the necessity of clearly presenting your information and intentions as the basis of effective communication. You'll see how understanding your audience ensures that your message is delivered in such a way so to maximize its impact and how managing your emotions allows you to adapt to the emotional needs of others to build trust. Finally, you'll learn how verbal communication combines with body language and vocal tone to better convey your message effectively.
7 videos | 18m has Assessment available Badge Certification PMI PDU
Capturing the Attention of Senior Executives
Does your job require you to communicate critical information to c-suite executives, such as the Chief Executive Officer (CEO)? Perhaps you have opportunities to influence executive decision making, but don't know how best to deliver your message. In order to make the most of your communication with senior executives, you need to be prepared. In this course, you'll learn how to shape your message so it's communicated clearly to your organization's c suite. You'll discover how to build your credibility with those at the senior level, such as the CFO, CIO, and COO. And you'll explore how to approach and plan meetings with senior executives, and how to make your case - whether it's with an elevator pitch or a formal report.
8 videos | 21m has Assessment available Badge Certification PMI PDU
Building Rapport with Your Boss
The relationship between you and your boss is a key factor in your career. Careful relationship management will make your job more enjoyable. You'll find that to work more effectively with your boss, you need to develop a rapport and good networking skills. Managing up can help you find enjoyment and reward in your current position. In this course, you'll learn the importance of managing relationships, and ways to build great boss relationships by recognizing their agenda and management style. You'll also learn strategies for building a strong professional relationship with your boss, and about various ways you can become aligned with your boss.
7 videos | 19m has Assessment available Badge Certification PMI PDU
A Difficult Boss Doesn't Have to Be a Difficult Problem
Working for a difficult boss can be challenging. In this course, you will learn about the management styles, communication styles, and personality types of difficult bosses. You will also learn strategies for working with a difficult boss and what to do if a boss becomes abusive.
6 videos | 18m has Assessment available Badge
Administrative Support: Working in Partnership with Your Boss
Whether you're an office administrator, an office assistant, a personal assistant, or an administrative assistant, job satisfaction and career advancement require you to build a partnership with your boss. Good boss relationships involve mastering administrator essentials, dealing effectively with different management styles and handling confrontations. In this course, you'll learn about building and maintaining a true partnership with your boss and how this can be beneficial. You'll also discover approaches for dealing with different management styles, as well as various techniques for handling any confrontations you may have with your boss.
6 videos | 17m has Assessment available Badge
Expert Insights on Managing Up
Learn how to manage your manager and other higher-ups to help your career, performance, and productivity.
15 videos | 42m available Badge
Organize Your Physical and Digital Workspace
Organizing your physical and digital workspaces is a great way to be more productive. When you declutter your workspace, you can improve many aspects of your work day, including your ability to concentrate, achieve targets, and become more efficient. This course will help you increase your productivity by showing you how to organize and maintain both your physical and digital workspaces. You'll learn the rewards of organizing your workspace and find out what a productive workspace looks like. You'll learn how to use your organization skills to manage your digital workspace. And finally, you'll find out how to make your new clutter-free life last by making organization a habit.
8 videos | 20m has Assessment available Badge Certification PMI PDU
Avoid Procrastination by Getting Organized Instead
Procrastination reduces your productivity while causing you stress at the same time. Procrastinating is a habit that causes urgent and difficult tasks to pile up as you studiously avoid them. Developing and applying organization skills, you can declutter your schedule and avoid putting off work that demands your attention. In this course, you'll learn about the reasons people procrastinate, and the benefits of organizing your time. You'll learn how to build self-discipline and combat time wasters, as well as how to bring more organization to your day. And finally, you'll explore how to set priorities and how to say no when you need to.
7 videos | 17m has Assessment available Badge Certification PMI PDU
Maximize Your Productivity by Managing Time and Tasks
The amount of time available to you is constant - you can't buy more and you can't save it for later. However, by managing your time, you can increase your productivity. And the better you understand your own personal productivity, the easier it will be to manage your time effectively. In this course, you'll learn about how you can use task management to maximize your productivity. You'll discover the benefits of using time management and assessing the value of your tasks. You'll learn about benefits of setting goals and how productivity is tied to your ability to assess time and set priorities. And you'll also learn about the process of "chunking" your time and how to use different types of to-do lists effectively.
7 videos | 19m has Assessment available Badge Certification PMI PDU
Achieve Productivity in Your Personal Life
A busy personal life has a direct correlation to your productivity level at your job. By getting control of your productivity at home, you can improve your productivity work too, making you better able to stick to schedules and meet deadlines by reducing the stress and distractions that come from trying to juggle home and work at the same time. In this course, you'll learn how to prepare for trips, plan personal and household tasks, and become more organized as a parent. You'll also explore tips for achieving an effective work/life balance and taking care of your personal health and well-being.
6 videos | 14m has Assessment available Badge Certification PMI PDU
Saving Time by Setting Goals
When goals and targets seem to shift daily and there's never enough time to get everything done, it's hard to achieve goals consistently. Good time management will help you work smarter - not harder - so that you get more of the important things done in less time. The first step in working smarter is making sure you're going in the right direction. In this course, you'll learn how to accomplish more through effective time management. You'll learn why it's important to align your goals with your company's goals, and how to do it. You'll also learn how to differentiate between urgent and important tasks, how to pivot between conflicting priorities, and how taking the time to make improvements can save you time in the long run.
6 videos | 23m has Assessment available Badge
Managing Your Time So It Doesn't Manage You
No one can add an extra hour to the day to get more done. But anyone can make better use of the 24 hours you do have by becoming more effective at time management. All it takes is deciding to seize control of your own time, and then taking small steps in the right direction. In this course, you'll consider how you're spending your time now and what techniques you can use to spend it more wisely and productively. You'll learn to block the time stealers that interfere with your productivity, use to-do lists and schedules to organize your time and tasks, and develop a regular habit of checking in with your plans to make sure you're getting them done.
5 videos | 19m has Assessment available Badge
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BOOKS INCLUDED

Book Summary

The Ideal Team Player: How to Recognize and Cultivate The Three Essential Virtues
The Ideal Team Player introduces the essential reasons for being a team player and why in this global, fluid workplace environment we all face, it's more important than ever. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Book Duration 9m Book Authors By Patrick Lencioni

BOOKS INCLUDED

Book Summary

Customer Service Training 101: Quick and Easy Techniques That Get Great Results, Second Edition
Customer Service Training 101 explores what it means to provide outstanding customer service, and why it's so important to an organization. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Book Duration 10m Book Authors By Renee Evenson

BOOKS INCLUDED

Book Summary

Think on Your Feet: Tips and Tricks to Improve Your Impromptu Communication Skills on the Job
In Think on Your Feet, Brown demonstrates how to enhance the skills and capacities that are central to improv- including active listening, emotional intelligence, charisma, and confidence. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Book Duration 11m Book Authors By Jen Oleniczak Brown

BOOKS INCLUDED

Book Summary

Lead Your Boss: The Subtle Art of Managing Up
Lead Your Boss provides concrete strategies to enable those in the middle to be heard by and influence their bosses, and encourage those in power to act on their ideas. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Book Duration 9m Book Authors By John Baldoni

BOOKS INCLUDED

Book Summary

Organizing for Success, Second Edition
In Organizing for Success, author Kenneth Zeigler explains how you can become more organized, more efficient, and better at managing your time. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Book Duration 10m Book Authors By Kenneth Zeigler

AUDIOBOOKS INCLUDED

Audio Summary

Yes, And: How Improvisation Reverses "No, But" Thinking and Improves Creativity and Collaboration
Written by two masters of comedy and improv, Yes, And uses hilarious but insightful real-life anecdotes to show how improv can be incorporated into the business world. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 11m 57s Audiobook Authors By Kelly Leonard, Tom Yorton

AUDIOBOOKS INCLUDED

Audio Summary

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Exceptional Service, Exceptional Profit provides a roadmap to achieving the highest standards of customer satisfaction, and building a loyal customer base that will stick with your business through thick and thin. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 20m 49s Audiobook Authors By Leonardo Inghilleri, Micah Solomon

AUDIOBOOKS INCLUDED

Audio Summary

Doesn't Hurt to Ask: Using the Power of Questions to Communicate, Connect, and Persuade
In Doesn't Hurt to Ask, author Trey Gowdy explains how questions are a potent tool that, when used correctly, can help you refine arguments, make a point, and influence others to great effect. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 14m 25s Audiobook Authors By Trey Gowdy

AUDIOBOOKS INCLUDED

Audio Summary

The High Potential's Advantage: Get Noticed, Impress Your Bosses, and Become a Top Leader
The High Potential's Advantage is for anyone looking to fast-track their career and hone their leadership skills to stay at the top of their industry. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 16m 58s Audiobook Authors By Allan H. Church, Jay A. Conger

AUDIOBOOKS INCLUDED

Audio Summary

The Inefficiency Assassin: Time Management Tactics for Working Smarter, Not Longer
The Inefficiency Assassin examines effective time management techniques that aim to give you more control over your life. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 19m 6s Audiobook Authors By Helene Segura

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