Course library
The difference between a feature, an advantage, and a real benefit to the client. How to pick up on buying signals (verbal and nonverbal). When to stop presenting and ask for the business.
An interactive quiz game in the style of the TV game show Jeopardy! Participants choose questions from various cybersecurity categories (safe online behavior, passwords, social media, fraudulent emails, and more) and collect points for correct answers. Question difficulty and topics are tailored to a junior audience.
An interactive quiz game in the style of the TV game show Jeopardy! Participants choose questions from various cybersecurity categories (phishing, fraudulent emails, secure passwords, social media, online banking security) and collect points for correct answers. Question difficulty and topics are tailored to a senior audience.
5 main chapters: THINK (warning signs, how fear works, a safety net, listening to yourself, emotional/time/physical boundaries), SHOUT (assertive communication without escalation), RUN (ending a dangerous situation in time, not overloading yourself with chronic stress), FIGHT (self-defense options in extreme situations), SHARE (when and how to report a situation, a safe company culture). Interactive activities and simulators.
An interactive call simulation with two clients, practicing choosing the right responses and setting up a meeting.
5 modules: Psychology of Telephone Communication, Specifics of Telephone Communication, Structure of a Phone Call, Audio Simulations, and Set Up a Meeting. A simulated call in which you set up a meeting. Working with SMART goals for phone calls.
Client types and which type you are. Choosing a communication style based on the client type. Authenticity on the phone and how much of yourself to bring into the call. SMART goals for phone calls. Dealing with rejection and recharging after an unsuccessful call.
How to work with contacts — segmentation, priorities, and record-keeping. When is the best time to call. Objections like “I don’t have time / send me an email / I’m not interested” and how to handle them. Everything to note down after the call.
What impression the client takes away from the call and how to influence it. Working with voice, intonation, and pace of speech. Gestures and posture on the phone (even if the client can’t see you, your voice gives it away). Active listening and reading between the lines.
What to prepare before the call. How to start the call and get the client’s attention. How to continue and when to get to the point. The trap of talking too much. How to say goodbye professionally.
What a buying signal is (verbal and nonverbal). Model in-store situations: how to recognize a signal and how to respond. Closing techniques: the direct question, the alternative question, and the summary of benefits. Why salespeople are afraid to close and how to overcome that fear.
Pre-Trip Preparation (vehicle check, documents, physical condition), Safe Behind the Wheel (driving principles, speed, following distances, overtaking), Traffic and Emergency Situations (poor conditions, technical failures, aggression), Traffic Accident (what to do, documentation, obligations). A certificate upon passing the final test.
Three types of questions (closed, open, and alternative) and when to use them. The communication funnel. Model in-store situations. Levels of listening quality, from ignoring to empathetic listening. Active listening techniques: paraphrasing, mirroring, summarizing, and encouraging.
What upselling and cross-selling are, with concrete examples. Comprehensive selling vs. step-by-step (incremental) selling. Model in-store situations. Practical tips: offer value, not things; ask before recommending; be specific and brief; pay attention to the customer’s signals.
What the verbal component of phone communication is and how strongly it shapes the impression of a call. Words and phrases that bother people. The vocabulary of a professional phone agent and how to replace common pitfalls with positive phrasing.
A personal test of your home office style. How to plan your day and stay focused. How to separate work from personal life. How to remember to rest and move. Interactive simulators and 3 commitment challenges.
- Getting around OneNote
- Outlook online environment and settings
- Managing mail in Outlook online
- Working with the calendar in Outlook online
The rule of an idea in 3 points. Shortening text without losing meaning. Removing words and phrases that dilute your message. How to structure a message so the recipient understands it on the first read.
Geographic and territorial terms. Holidays and periods. Names of streets, squares, and municipalities. Institutions, companies, documents, and the Collection of Laws (Sbírka zákonů).
Commas with forms of address, parenthetical clauses, and appositives. When to put a comma before the Czech conjunctions „než“, „jako“, „nebo“, „ani“. Multiple subjects and gradation. Hands-on practice.