|
Solution Area |
Curriculum |
Series or Learning Path |
Course Title |
Course # |
Estimated Duration
(in hours) |
NASBA Credit |
PMI
PDU |
|
|
|
NOTE: Click on a course number for a complete course
description. |
|
SALES and CUSTOMER FACING SKILLS |
|
|
|
Sales Curriculum |
|
|
|
Field Sales Skills |
|
|
|
Field Sales Foundations |
SALE0101 |
3.50 |
2.50 |
|
|
Planning Your Field Sales Approach |
SALE0102 |
4.50 |
4.00 |
|
|
Applying Your Field Sales Approach |
SALE0103 |
4.00 |
3.50 |
|
|
|
Completing Your Field Sales Approach |
SALE0104 |
3.50 |
3.00 |
|
|
|
Field Sales Skills Simulation |
SALE0100 |
0.50 |
|
|
|
|
Field Sales Skills Blended Learning Toolkit |
BLTSA010 |
0.50 |
|
|
|
TOP |
Territorial Account Sales Skills |
|
|
|
The Territorial Account Sales Approach |
SALE0111 |
3.00 |
3.00 |
|
|
|
Understanding Your Target Customer's Business |
SALE0112 |
3.50 |
3.50 |
|
|
Effectively Using Customer-focused Research Meetings |
SALE0113 |
3.50 |
3.00 |
|
|
Gaining Access to Key Personnel at Your Target Accounts |
SALE0114 |
3.50 |
2.50 |
|
|
|
Delivering High-impact Territorial Account Sales (TAS)
Presentations |
SALE0115 |
5.00 |
3.00 |
|
|
|
Territorial Account Sales Skills Simulation |
SALE0110 |
0.50 |
|
|
|
TOP |
Inside Sales Skills |
|
|
|
Preparing for Outbound Sales Calls |
SALE0121 |
6.00 |
3.50 |
|
|
Initiating Outbound Sales Calls |
SALE0122 |
3.50 |
2.00 |
|
|
Completing Outbound Sales Calls |
SALE0123 |
5.00 |
4.00 |
|
|
|
Preparing for Inbound Sales Calls |
SALE0124 |
5.00 |
3.50 |
|
|
|
Completing Inbound Sales Calls |
SALE0125 |
5.00 |
3.50 |
|
|
|
Inside Sales Skills Simulation |
SALE0120 |
0.50 |
|
|
|
|
Inside Sales Skills Blended Learning Toolkit |
BLTSA012 |
0.50 |
|
|
|
TOP |
Strategic Account Sales Skills |
|
|
|
The Strategic Account Sales Approach |
SALE0131 |
3.00 |
2.00 |
|
|
|
Understanding Your Customer |
SALE0132 |
3.50 |
2.50 |
|
|
|
Conducting Effective Sales Research Meetings |
SALE0133 |
3.50 |
2.50 |
|
|
|
Working with Your Customer's Key Players |
SALE0134 |
3.50 |
2.50 |
|
|
Delivering High-Impact Sales Presentations |
SALE0135 |
6.00 |
3.50 |
|
|
Strategic Account Sales Skills Simulation |
SALE0130 |
0.50 |
|
|
|
|
Strategic Account Sales Skills |
BLTSA013 |
0.50 |
|
|
|
|
Sales Team Management |
|
|
|
Building a Winning Sales Team |
SALE0151 |
5.50 |
3.50 |
|
|
|
Using Business Tools to Manage Sales Teams |
SALE0152 |
3.00 |
2.00 |
|
|
Motivating a Winning Sales Team |
SALE0153 |
4.50 |
|
|
|
Communicating in Sales Teams |
SALE0154 |
2.50 |
|
|
|
|
Sales Team Management Simulation |
SALE0150 |
0.50 |
|
|
|
TOP |
Selling at the Executive Level |
|
|
|
Prepare for Success |
SALE0221 |
3.00 |
2.00 |
|
|
Strategic Planning |
SALE0222 |
3.50 |
2.50 |
|
|
Progressing through the Complex Sale |
SALE0223 |
4.00 |
3.50 |
|
|
|
Presenting Your Proposition |
SALE0224 |
4.00 |
3.00 |
|
|
|
Negotiating to Mutual Benefit |
SALE0225 |
4.00 |
2.50 |
|
|
|
From Executive-level Sale to Strategic Partnership |
SALE0226 |
4.00 |
3.50 |
|
|
Preparing for the Executive-level Sale Simulation |
SALE0220 |
0.50 |
|
|
|
Progressing through the Complex Sale Simulation |
SALE022S |
0.50 |
|
|
|
|
Closing Executive-level Sales Simulation |
SALE022T |
0.50 |
|
|
|
|
Selling at the Executive Level Blended Learning Toolkit |
BLTSA022 |
0.50 |
|
|
|
TOP |
SalesUniversity Sales Orientation: Professional Selling in
the Knowledge Economy |
|
|
|
The Profession of Selling |
SALE0401 |
3.50 |
2.50 |
|
|
|
Professional Selling in the Knowledge Economy |
SALE0402 |
5.00 |
4.50 |
|
|
|
Professional Selling in the Knowledge Economy Simulation |
SALE0400 |
0.50 |
|
|
|
|
SalesUniversity Sales Math 101: Developing a Sales Plan for
Success |
|
|
|
Sales Math 101: Developing a Sales Plan for Success |
SALE0411 |
4.00 |
3.50 |
|
|
|
SalesUniversity Sales Manufacturing: A Success Model |
|
|
|
Sales Manufacturing (TM): Identifying Sales Opportunities |
SALE0421 |
5.00 |
4.50 |
|
|
|
Sales Manufacturing (TM): Sales Production |
SALE0422 |
6.00 |
5.00 |
|
|
|
Sales Manufacturing: Opportunity Development Simulation |
SALE0420 |
0.50 |
|
|
|
TOP |
SalesUniversity Communication 101 |
|
|
|
Sales Communications Foundations |
SALE0431 |
7.00 |
5.00 |
|
|
Sales Communications Essentials |
SALE0432 |
7.00 |
6.00 |
|
|
Telesales Communications |
SALE0433 |
6.00 |
4.50 |
|
|
|
Sales Communication Techniques Simulation |
SALE0430 |
0.50 |
|
|
|
SALES and CUSTOMER FACING SKILLS |
|
|
|
Customer Service Curriculum |
|
|
|
Customer Support, Professionalism |
|
|
|
The Customer Support Specialist (CSS) |
cust_01_a01_bs_enus |
3.50 |
4.50 |
|
|
Support Center Services |
cust_01_a02_bs_enus |
3.00 |
3.00 |
|
|
Establishing Team and Customer Relationships |
cust_01_a03_bs_enus |
2.50 |
2.00 |
|
|
|
Customer Support Specialist Professionalism Simulation |
CUST001A |
0.50 |
|
|
|
TOP |
Customer Support, Skills |
|
|
|
Interacting with the Customer |
cust_02_a01_bs_enus |
3.00 |
3.50 |
|
|
|
Effective Communication Skills |
cust_02_a02_bs_enus |
3.00 |
3.00 |
2.50 |
|
|
Managing Conflict, Stress, and Time |
cust_02_a03_bs_enus |
2.50 |
3.00 |
|
|
|
Customer Support Specialist Simulation |
CUST002A |
0.50 |
|
|
|
|
Customer Support, Process |
|
|
|
Customer Service Procedures |
cust_03_a01_bs_enus |
3.50 |
4.50 |
|
|
|
Managing the Quality of the Customer Support Service Center |
cust_03_a02_bs_enus |
3.50 |
3.50 |
|
|
|
Management Tools and Metrics |
cust_03_a03_bs_enus |
2.00 |
3.00 |
|
|
TOP |
Excelling at Customer Service |
|
|
|
Corporate Culture: Building the Service Foundation |
cust_05_a01_bs_enus |
3.00 |
1.50 |
|
|
The Fundamentals of Exceptional Customer Service |
cust_05_a02_bs_enus |
3.00 |
1.50 |
|
|
The Customer's Voice |
cust_05_a03_bs_enus |
5.00 |
1.50 |
|
|
|
Advancing Service Expertise |
cust_05_a04_bs_enus |
3.50 |
2.50 |
|
|
|
Customers, Confrontation and Conflict |
cust_05_a05_bs_enus |
5.00 |
1.50 |
|
|
|
Overcoming Difficult Service Situations |
cust_05_a06_bs_enus |
4.50 |
1.50 |
|
|
The EXCEL Acronym: Instilling Service Excellence |
cust_05_a07_bs_enus |
5.00 |
5.00 |
|
|
Service Teams and Service Stars |
cust_05_a08_bs_enus |
5.00 |
1.50 |
|
|
|
Excel at Customer Service Simulation |
CUST005A |
0.50 |
|
|
|
|
Providing Customer Service Simulation |
CUST005B |
0.50 |
|
|
|
|
How to Excel at Customer Service |
|
|
|
Building the Service Foundation: Corporate Culture: Replaced |
CUST0101 |
3.50 |
1.50 |
|
|
Fundamentals of Exceptional Customer Service: Replaced |
CUST0102 |
3.50 |
1.50 |
|
|
The Voice of the Customer: Replaced |
CUST0103 |
4.50 |
1.50 |
|
|
TOP |
Advancing Your Service Expertise: Replaced |
CUST0104 |
4.50 |
2.50 |
|
|
|
Customers, Conflict and Confrontation: Replaced |
CUST0105 |
5.50 |
1.50 |
|
|
|
Overcoming Challenging Service Situations: Replaced |
CUST0106 |
6.00 |
1.50 |
|
|
Instilling Service Excellence: the EXCEL Acronym: Replaced |
CUST0107 |
7.50 |
5.00 |
|
|
Service Stars and Service Teams: Replaced |
CUST0108 |
5.50 |
1.50 |
|
|
|
Excelling at Customer Service Simulation: Replaced |
CUST0100 |
0.50 |
|
|
|
|
Customer Service Simulation: Replaced |
CUST010S |
0.50 |
|
|
|
|
How to Excel at Customer Service |
BLTCU010 |
0.50 |
|
|
|
|
Frontline Call Center Skills |
|
|
|
The Call Center Industry |
CUST0111 |
2.50 |
2.00 |
|
|
Call Center Communication Skills |
CUST0112 |
4.50 |
3.50 |
|
|
Call Center Customer Service |
CUST0113 |
3.50 |
1.00 |
|
|
|
Call Center Telephone Sales |
CUST0114 |
3.00 |
1.50 |
|
|
|
Frontline Call Center Skills Simulation |
CUST0110 |
0.50 |
|
|
|
|
Measuring Customer Satisfaction |
|
|
|
Discovering What Your Customers Want |
CUST0131 |
2.50 |
1.00 |
|
|
|
Developing Customer Satisfaction Surveys |
CUST0132 |
3.00 |
1.50 |
|
|
|
Customer Satisfaction: Analysis and Implementation |
CUST0133 |
2.50 |
1.50 |
|
|
|
Measuring Customer Satisfaction Simulation |
CUST0130 |
0.50 |
|
|
|
TOP |
Internal Customer Service |
|
|
|
Excellence in Internal Customer Service |
CUST0141 |
5.00 |
1.50 |
|
|
|
Working With Internal Customers |
CUST0142 |
4.00 |
2.50 |
|
|
|
Overcoming Internal Customer Service Problems |
CUST0143 |
3.50 |
1.00 |
|
|
|
Internal Customer Service: Conflict and Complaints
Simulation |
CUST0140 |
0.50 |
|
|
|
|
Internal Customer Service Agent Skills |
|
|
|
The Customer Service Agent in Action |
CUST0151 |
4.50 |
1.50 |
|
|
Professional Skills for Customer Service Agents |
CUST0152 |
4.50 |
1.00 |
|
|
Managing Challenges in Customer Service |
CUST0153 |
5.00 |
1.50 |
|
|
|
Cross-selling in a Customer Service Call |
CUST0154 |
5.50 |
1.50 |
|
|
|
Customer Service Agent Skills Simulation |
CUST0150 |
0.50 |
|
|
|
TOP |
Technical Support Agent Skills |
|
|
|
The Contact Center and Technical Support Agent |
CUST0161 |
4.50 |
1.50 |
|
|
|
Technical Support Essentials |
CUST0162 |
5.00 |
1.50 |
|
|
Assessing Customer Behavior |
CUST0163 |
4.50 |
1.50 |
|
|
Technical Support Agent Survival Skills |
CUST0164 |
3.50 |
1.50 |
|
|
|
Technical Support Agent Skills Simulation |
CUST0160 |
0.50 |
|
|
|
|
Managing A Customer-Focused Department |
|
|
|
Identifying Your Customer's Expectations |
CUST0171 |
4.50 |
4.00 |
|
|
|
Using Surveys to Measure Customer Satisfaction |
CUST0172 |
3.00 |
2.50 |
|
|
|
Bridge The Expectations Gap |
CUST0173 |
4.50 |
4.00 |
|
|
|
Leading A Customer-Focused Team |
CUST0174 |
4.00 |
3.00 |
|
|
|
Managing a Customer-focused Department Simulation |
CUST0170 |
0.50 |
|
|
|
TOP |
IT Infrastructure Library (ITIL) Foundations V3 |
|
|
|
ITIL V3 - ITIL and the Service Lifecycle |
ib_itil_a01_it_enus |
1.50 |
|
|
|
ITIL V3 - Service Strategy Fundamentals |
ib_itil_a02_it_enus |
2.40 |
|
|
|
ITIL V3 - Service Strategy Processes |
ib_itil_a03_it_enus |
1.10 |
|
|
|
|
ITIL V3 - Service Design Fundamentals |
ib_itil_a04_it_enus |
2.00 |
|
|
|
|
ITIL V3 - Service Design Processes |
ib_itil_a05_it_enus |
2.50 |
|
|
|
|
ITIL V3 - Service Transition Processes and Principles |
ib_itil_a06_it_enus |
2.50 |
|
|
|
ITIL V3 - Service Operation Principles and Functions |
ib_itil_a07_it_enus |
2.00 |
|
|
|
ITIL V3 - Service Operation Processes |
ib_itil_a08_it_enus |
1.50 |
|
|
|
|
ITIL V3 - Continual Service Improvement Fundamentals |
ib_itil_a09_it_enus |
1.50 |
|
|
|
|
IT Infrastructure Library (ITIL) Foundations |
|
|
|
ITIL: The Service Desk and Incident Management |
CUST0181 |
3.50 |
3.00 |
|
|
|
ITIL: Configuration and Release Management |
CUST0182 |
3.00 |
2.50 |
|
|
|
ITIL: Service Level and Capacity Management |
CUST0183 |
2.50 |
2.00 |
|
|
|
ITIL: Problem and Change Management |
CUST0184 |
2.50 |
2.00 |
|
|
|
ITIL: Continuity and Availability Management |
CUST0185 |
2.50 |
2.00 |
|
|
|
ITIL: Financial and Security Management |
CUST0186 |
2.00 |
2.00 |
|
|
TOP |
Inbound Call Center Management |
|
|
|
The Inbound Call Center |
CUST0211 |
2.50 |
1.50 |
|
|
Inbound Call Center Management: Leadership |
CUST0212 |
3.00 |
2.50 |
|
|
Inbound Call Centers: People Management |
CUST0213 |
3.00 |
2.50 |
|
|
|
Inbound Call Center Technology |
CUST0214 |
4.00 |
4.50 |
|
|
|
Performance Metrics for an Inbound Call Center |
CUST0215 |
2.50 |
2.50 |
|
|
|
Mentoring Assets |
|
|
|
Mentoring Information Technology Infrastructure Library
Foundations (ITIL) |
mntitilfv1 |
2.50 |
|
|
|
|
Mentoring Customer Support Specialist |
mnthdo400 |
2.50 |
|
|
|
|
Mentoring ITIL V3 Foundation (ITV3F) |
mntitv3f |
2.50 |
|
|
|
|
TestPreps |
|
|
|
TestPrep Information Technology Infrastructure Library
Foundations (ITIL) |
TPITILFV1_ENG |
2.50 |
|
|
|
|
TestPrep ITIL V3 Foundation (ITV3F) |
TPITV3F_ENG |
2.50 |
|
|
|
|
HDI – Customer Service Representative, Professionalism |
|
|
|
Support Center Services and Work Environment |
cust_06_a02_bs_enus |
0.00 |
|
|
|
SALES and CUSTOMER FACING SKILLS |
|
|
TOP |
Consulting Skills |
|
|
|
Consulting with the External Client |
|
|
|
Essentials of External Consulting |
CONS0111 |
5.00 |
4.00 |
|
|
The Client-Consultant Relationship |
CONS0112 |
5.00 |
3.00 |
|
|
Diagnosing and Planning |
CONS0113 |
4.00 |
2.00 |
|
|
|
Managing Delivery |
CONS0114 |
3.50 |
3.00 |
|
|
|
Evaluation and Review |
CONS0115 |
4.00 |
3.50 |
|
|
|
Consulting with the External Client Simulation |
CONS0110 |
0.50 |
|
|
|
TOP |
Consulting with the Internal Client |
|
|
|
Essentials of Internal Consulting |
CONS0121 |
4.00 |
3.50 |
|
|
|
Internal Consulting Skills |
CONS0122 |
3.50 |
2.50 |
|
|
Establishing a Relationship with Internal Clients |
CONS0123 |
4.00 |
3.00 |
|
|
A Workable Solution for Internal Clients |
CONS0124 |
4.00 |
2.50 |
|
|
|
Evaluating Internal Assignments |
CONS0125 |
4.50 |
2.50 |
|
|
|
Consulting with the Internal Client Simulation |
CONS0120 |
0.50 |
|
|
|
|
Internal Consulting for the Technical Professional |
|
|
|
The Technical Professional as Internal Consultant |
CONS0131 |
4.00 |
2.00 |
|
|
|
Creating Effective Contracts |
CONS0132 |
3.00 |
1.50 |
|
|
|
Using Data as a Technical Professional Consultant |
CONS0133 |
4.00 |
|
|
|
|
Resistance and Technical Professional Consultants |
CONS0134 |
2.50 |
|
|
|
SALES and CUSTOMER FACING SKILLS |
|
|
TOP |
Industry Foundations |
|
|
|
Industry Overviews |
|
|
|
The Automotive Industry Overview: Version 2 |
indo_01_a01_bs_enus |
3.00 |
3.00 |
|
|
The Oil and Gas Industry Overview: Version 2 |
indo_01_a02_bs_enus |
2.50 |
2.50 |
|
|
The Pharmaceutical Industry Overview: Version 2 |
indo_01_a03_bs_enus |
2.50 |
2.50 |
|
|
|
The Food and Beverage Industry Overview: Version 2 |
indo_01_a04_bs_enus |
2.50 |
3.00 |
|
|
|
The Health Care Industry Overview: Version 2 |
indo_01_a05_bs_enus |
1.50 |
2.50 |
|
|
|
The Banking Industry Overview: Version 2 |
indo_01_a06_bs_enus |
2.50 |
3.00 |
|
|
The Manufacturing Industry Overview: Version 2 |
indo_01_a07_bs_enus |
2.50 |
3.00 |
|
|
The Retail Industry Overview: Version 2 |
indo_01_a08_bs_enus |
2.50 |
2.50 |
|
|
|
The Telecommunications Industry Overview: Version 2 |
indo_01_a09_bs_enus |
2.50 |
2.50 |
|
|
|
The Insurance Industry Overview: Version 2 |
indo_01_a10_bs_enus |
3.00 |
2.50 |
|
|
|
Industry Overview Series |
|
|
|
Industry Overview: Information Technology |
indo_02_a11_bs_enus |
2.00 |
3.50 |
|
|
|
Industry Overview: Federal Government |
indo_02_a12_bs_enus |
1.50 |
2.00 |
|
|
SALES and CUSTOMER FACING SKILLS |
|
|
TOP |
TestPreps |
|
|
|
TestPreps |
|
|
|
TestPrep Customer Support Specialist |
TPHDO400_ENG |
1.50 |
|
|
|
NETg Business |
|
|
|
Sales and Marketing |
|
|
|
Marketing Curriculum |
|
|
|
Principles of Marketing: Fundamentals of Marketing |
en_US_42401_ng |
2.00 |
2.50 |
|
|
|
Principles of Marketing: Product Strategy |
en_US_42402_ng |
4.00 |
2.50 |
|
|
Principles of Marketing: Distribution Strategy |
en_US_42403_ng |
4.00 |
2.00 |
|
|
Principles of Marketing: Promotion Strategy |
en_US_42404_ng |
4.00 |
2.50 |
|
|
|
Principles of Marketing: Pricing Strategy |
en_US_42405_ng |
4.00 |
2.50 |
|
|
|
Principles of Marketing: Writing a Marketing Plan |
en_US_42406_ng |
2.00 |
2.00 |
|
|
TOP |
Sales Curriculum |
|
|
|
Sales Presentations - Preparing for Sales Presentations |
en_US_44516_ng |
2.00 |
2.00 |
|
|
Sales Presentations - Developing High Quality Sales
Presentations |
en_US_44517_ng |
2.00 |
2.00 |
|
|
Sales Presentations - Delivering the Sales Presentation |
en_US_44518_ng |
2.00 |
2.00 |
|
|
|
Competitive Selling: Defining Value |
en_US_44541_ng |
2.00 |
2.00 |
|
|
|
Competitive Selling: Enhancing Value |
en_US_44542_ng |
2.00 |
2.50 |
|
|
|
Competitive Selling: Beating the Competition |
en_US_44543_ng |
2.00 |
2.50 |
|
|
Sales Negotiations: Fundamentals of Negotiation |
en_US_44545_ng |
2.00 |
2.50 |
|
|
Sales Negotiations: Negotiation Strategies |
en_US_44546_ng |
2.00 |
2.50 |
|
|
|
Sales Negotiations: Negotiation Execution |
en_US_44547_ng |
2.00 |
2.00 |
|
|
|
Sales Forecasting: Forecasting for Success |
en_US_44548_ng |
2.00 |
2.50 |
|
|
|
Sales Forecasting: Forecasting Your Own Accounts |
en_US_44549_ng |
2.00 |
2.00 |
|
|
|
Sales Forecasting: Applying Forecasting Methods |
en_US_44550_ng |
2.00 |
2.50 |
|
|
|
Relationship Management: Preparing the Client Relationship |
en_US_44565_ng |
2.00 |
2.50 |
|
|
|
Relationship Management: Building the Client Relationship |
en_US_44566_ng |
2.00 |
2.50 |
|
|
TOP |
Relationship Management: Maintaining the Client Relationship |
en_US_44567_ng |
2.00 |
2.00 |
|
|
New Release |
|
|
SALES
and CUSTOMER FACING SKILLS |
|
|
|
Customer Service Curriculum |
|
|
|
HDI – Customer Service Representative, Professionalism |
|
|
|
Support Center Services and Work Environment |
cust_06_a02_bs_enus |
|
|
|
