BUSINESS & LEARNING

Sales & Customer Service Academy

Learn honest selling and great customer service at Larkspur Home, a made-up homeware and appliance store. Six modules and 18 lessons: the sales process, the pipeline, targets and commission, asking good questions, features, advantages and benefits, building trust, handling objections, negotiation and BATNA, discounts and bundles, closing, customers’ rights after the sale, follow-up, service standards, complaints, running a contact centre, CSAT and NPS, listening to customers and looking after the team. Eight simulations: the pipeline, features to benefits, an objection clinic, negotiating with a café owner with a hidden budget, a branching shop-floor conversation, a branching complaint call, staffing a contact centre with Erlang C and turning survey results into action. General education, not legal advice.

Ready to try · Learn honest selling and great customer service at Larkspur Home, a made-up homeware and appliance store. Six modules and 18 lessons: the sales process, the pipeline, targets and commission, asking good questions, features, advantages and benefits, building trust, handling objections, negotiation and BATNA, discounts and bundles, closing, customers’ rights after the sale, follow-up, service standards, complaints, running a contact centre, CSAT and NPS, listening to customers and looking after the team. Eight simulations: the pipeline, features to benefits, an objection clinic, negotiating with a café owner with a hidden budget, a branching shop-floor conversation, a branching complaint call, staffing a contact centre with Erlang C and turning survey results into action. General education, not legal advice.