SitesPower Training Center - PO Box 13801 Dubai, UAE
SitesPower Training Institute | Dubai : +9714-335-5549 | Sharjah Institute : +9716-575-1315 | معهد تدريب سايتس باور

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CBP Customer Service Series
3 day Instructor-Led Course (18 hours)
 

Course Overview
The CBP™ Customer Service Certification provides the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies.
The CBP™ Customer Service certification module provides guidelines for emerging technologies such as Internet Chat. Additionally, this module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.
 

Who Should Attend
This course is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to specialize in the customer service business segment.
 

Prerequisites
This course is designed for the student who has little or no experience.
 

What You Will Receive
Students will receive an official course manual for post class reference and review.
 

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam – C20-507
 

Follow-up Courses
. Leadership Series
. Sales Series
. Business Etiquette and Professionalism Series
. Business Communication Series
 

Course Outline:

Module 1: Introduction to Customer Service
. What Is Customer Service?
. Developing a Customer-Centric Mindset
. Who Are Your Customers?
. Internal Customers
. External Customers
. When & Where Does Customer Service Take Place
. The Need For Customer Service
. Rewards
. Penalties
. What Does Customer Service Mean To You?
. Unpleasant Experiences
. Satisfying Experiences
. Developing A Customer Friendly Attitude
. Evaluation
. Excitement is Contagious

Module 2: Customer Service: Communication Skills
. Developing Effective Communication Skills
. Presenting a Professional Image
. Non-verbal Communication Skills
. Body Language
. Key Body Language Aspects
. Physical Distance
. Verbal Communication Skills
. Choice of Words
. Tone Of Voice
. The Choice Of Words
. May I
. Please
. Thank You
. The Close

. Being Positive
. Tone Of Voice
. Inflection

. Energy

. Volume
. Pace

Module 3: Customer Analysis: Knowing your Customer
. Knowing Your Customer
. Customer Expectations
. Assertive Working Style – Results-Oriented
. Analytical – Details-Oriented
. Amiable – People-Oriented
. Dominant Behavioral Style
. Determining Your Level of Service

Module 4: Calming Upset Customers
. What Makes Customers Upset?
. Avoiding Upsets
. What Can You Do To Avoid Upsets?
. 5 Key Steps to Calming Upset customers
. Accurately identify the problem.
. Confirm The Customer’s Value
. Synchronize & Summarize
. Conclude By Affirming The Customer’s Value Again
. What To Do When You Are Upset.

Module 5: Telephone Customer Service
. Mastering The Telephone
. Answering The Telephone
. A Professional Greeting
. Active Listening
. Putting Callers On Hold
. Recommendations
. Transferring A Call
. Taking A Message
. Voice Mail
. Closing The Call

Module 6: Internet Customer Skills
. The Internet Customer
. E-Mail
. E-mail Communication Guidelines
. Online Chat
. Internet Customer Skills
. Scripted Responses
. Introduction
. Placing a Chat on Hold
. Closing a Chat session
. Websites
. Knowledgebase
. FAQ
. Auto responders
. Customer Online Support
 

Module 7: Time Management Strategies
. Time Management
. Taking Control Of Your Time
. Time Analysis: Task Identification
. Task Analysis
. Personal Suitability
. Efficiency
. Task Analysis
. Task Prioritization
. Relative Importance
. Time-frame
. Time Wasters

Module 8: Stress Management Strategies
. Stress Management
. What is Stress?
. What Causes Stress?
. Stress Symptoms
. What Can Be Done To Manage Or Even Eliminate Stress?
. Do Something That You Love
. Don’t Feel Responsible To Solve Every Situation
. Have A Hobby
. Rest, Take That Vacation
. Exercise
. Be Organized
. We All Make Mistakes
. Be Positive   

SitesPower Training Center - PO Box 13801 Dubai, UAE
SitesPower Training Institute | Dubai : +9714-335-5549 | Sharjah Institute : +9716-575-1315 | معهد تدريب سايتس باور

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Training Programs | Course Schedule

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CBP Business Communication
3 day Instructor-Led Course (18 hours)
 

Course Overview
The CBP™ Business Communication Certification equips the business professional with the best communication practices and develops business communication as a discipline.
The CBP™ Business Communication certification module explores the study of the process of communication in the business environment, allowing us to understand how to make better choices in our day-to-day communication.
 

Who Should Attend?
This course is recommended for business leaders, senior executives, managers, supervisors,
front-line workers and other professionals who wish to specialize in the business communication
business segment.
 

Prerequisites
This course requires that students meet the following prerequisites:
1. The candidate must have a commitment to the pursuit of excellence.
2. The candidate must have completed or be in the process of completing a high school or secondary school diploma or similar educational standards.
 

What you will receive
Students will receive an official course manual for post class reference and review.
 

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam – C50-510
Follow-up courses
. Leadership Series
. Sales Series
. Business Etiquette and Professionalism Series
. Customer Service Series
 

Course Outline:

Module 1: Introduction to Business Communication
. What is Business Communication?
. A Business Communication Model
. Encoder/Decoder Responsibilities
. Medium vs. Channel
. Barriers to Communication
. Strategies for Overcoming Barriers
. Feedback
. Some Final Questions
. Verbal vs. Non-verbal Communication
 

Module 2: Structuring Business Communication
. Communication Basics
. Defining your Message
. Analyze your Audience
. Structuring your Message
 

Module 3: Developing a Business Writing Style
. Roles of Written Communication
. Good Written Communication
. Communication Checklist
. Develop an Effective Writing Style
 

Module 4: Types of Business Writing
. Letter and Memo Formats
. Business Letters
. Letter Format Styles
. Business Memos
. Good News and Persuasive Correspondence
. Positive Messages
. Persuasive Messages
. Managing Report Writing
. Parts of a Report
. E-Mail Communication
. Sending an E-Mail
. Forwarding an E-Mail
. E-Mail Basics
. Use Sensory Language
. Confidentiality and Copyright Clause
. Online Communication

 
Module 5: Writing for Special Circumstances
. What is Tactful Writing?
. Rules for Tactful Writing
. Writing a Bad News Letter
. Why the Need for Persuasive Writing?
. Strategies for Persuasive Writing
. Writing a Persuasive Letter

Module 6: Developing Oral Communication Skills

. Guidelines for Effective Oral Communication
. Planning
. Key components to Enhance Oral Communication
. Elements of Good Oral Communication
. Principles of Effective Speeches
. Speech Styles or Delivery Formats
. Active Listening and Observation 

Module 7: Doing Business on the Telephone
. Telephone Etiquette
. Answering the Telephone Courteously
. What to Tell the Caller
. Handling Rude or Impatient Callers
. Screening Calls
. Taking Messages
. Telephone Fundamentals
. End Conversation Gracefully
. Checking Messages and Returning Calls

Module 8: Non-Verbal Communication
. Importance of Non-Verbal Communication in Business
. Body Language
. Physical Contact
. Physical Distance
. Presenting a Professional Image
. How the Business Environment Affects Communication

Module 9: Developing Effective Presentation Skills
. The Different Types of Presentations
. Informative Presentations
. Persuasive Presentations
. Goodwill Presentations
. Presentation Anxiety
. Appropriate Attire for Presentations
. Consideration of Context and Culture
. Critical Points When Preparing for a Presentation
. Simple Techniques for Using Visual Aids
. What is a Visual Aid?
. Tips for Preparing and Using Visual Aids
. The Importance of the Use of Technology in a Presentation
. The Importance of a Presentation Checklist
. What to Include on the Checklist

Module 10: Conflict and Disagreement in Business Communication
. Understanding Conflict
. The Role of Values
. Conflict Resolution Values
. Conflict Resolution Styles
. Selecting a Conflict Resolution Style
. Conflict Resolution Strategies
. Active Listening
. Tips for Active Listening
. Before Listening
. During Listening
. The Manager’s Responsibilities-Mediation
. Cross-Cultural Challenges
. Responsibility of the Cross-Cultural Communicator  

SitesPower Training Center - PO Box 13801 Dubai, UAE
SitesPower Training Institute | Dubai : +9714-335-5549 | Sharjah Institute : +9716-575-1315 | معهد تدريب سايتس باور

Enquire About Course

Training Programs | Course Schedule

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CBP Business Etiquette and Professionalism Series
3 day Instructor-Led Course (18 hours)

Course Overview
The CBP™ Business Etiquette and Professionalism Certification develops the concept of business etiquette and the proper etiquette practices for different business scenarios. You will learn the etiquette requirements for meeting, entertaining, telephone, and Internet business interaction scenarios.
Additionally, the CBP™ Business Etiquette and Professionalism certification module addresses etiquette challenges when doing business in a multi-cultural environment.
 

Who Should Attend
This course is recommended for human resources, business leaders, senior executives, managers, supervisors, and front-line workers.
 

Prerequisites
This course is designed for the student who has little or no experience.
 

What You Will Receive
Students will receive an official course manual for post class reference and review.
 

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam - C40-509
 

Follow-up Courses
. Leadership
. Customer Service Series
. Sales Series
. Business Communication Series
 

Course Outline:

Module 1: Introduction to Business Etiquette
. Introduction to Business Etiquette
. The ABC’s of Etiquette
. Developing a Culture of Excellence
. The Principles of Exceptional Work Behavior
. The Role of Good Manners in Business
. Enduring Words
 

Module 2: Greeting and Introductions
. Guidelines for Receptionists
. Making Introductions and Greeting People
. Greeting Components
. The Protocol of Shaking Hands
. Introductions
. Introductory Scenarios
. Addressing Individuals
 

Module 3: Meeting and Board Room Protocol
. Guidelines for Planning a Meeting
. Before the Meeting
. On the Day of the Meeting
. Guidelines for Attending a Meeting
> For the Chairperson
> For Attendees
> For Presenters
 

Module 4: Business Ethics
. Ethics in the Workplace
. The Challenge of Business Ethics
. Creating an Ethical Compass
. Business Ethics Advantages
. Ethical Issues
. Preventing Sexual Harassment
. Conflict Resolution Strategies
. Choosing the Appropriate Gift in the Business Environment

Module 5: Entertaining Etiquette
. Planning a Meal Meeting
. Issuing Invitations
. Business Meals Basics
. Basics of Table Etiquette
. Holding & Resting Utensils
. Business Dining Etiquette
. Multi-cultural Highlights
. Specific Food Etiquette Guidelines
 

Module 6: Telephone Etiquette
. Cell Phone Etiquette
. Telephone Etiquette
. Mastering the Telephone
. Answering the Telephone
. Active Listening
. Putting Callers on Hold
. Transferring a Call
. Screening Calls
. Taking a Message
. Voice Mail
. Closing the Call
. When Making Calls
. Handling Rude or Impatient Callers

Module 7: Internet and Email Etiquette
. Internet Usage in the Workplace
. E-mail Issues
. Netiquette
. Online Chat Issues
. Online Chat Guidelines
 

Module 8: Business Attire and Professionalism
. Business Style and Professional Image
. Dress Codes
. Guidelines for Appropriate Business Attire
. Grooming for Success
. Multi-cultural Dressing

Module 9: Disability Etiquette
. Disability Etiquette Introduction
. Basic Disability Etiquette Practices
. Courtesies for Wheelchair Users
. Courtesies for Blind or Visually Impaired
. Courtesies for the Deaf
. People with Speech Impairments
 

Module 10: Multi-cultural Challenges
. Multi-cultural Etiquette
. Examples of Cultural Insensitivity
. Cultural Differences and their Effects on Business Etiquette
. Cultural Highlight: United Arab Emirates
. Cultural Highlight: China
. Cultural Highlight: India

SitesPower Training Center - PO Box 13801 Dubai, UAE
SitesPower Training Institute | Dubai : +9714-335-5549 | Sharjah Institute : +9716-575-1315 | معهد تدريب سايتس باور

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Training Programs | Course Schedule

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CBP Sales Series
3 day Instructor-Led Course (18 hours)

Course Overview
The CBP™ Sales Certification lays the foundation for professional selling by developing the selling process using effective sales methodologies. You will learn the skills and tactics of the leading sales professionals and take part in interactive scenarios to master those skills.
The CBP™ Sales certification module covers all the major sales stages and teaches the best practices in the sales industry.
 

Who Should Attend
This course is recommended for sales professionals, account executives, front-line workers and business professionals, who wish to specialize in the sales business segment.
 

Prerequisites
This course requires that students meet the following prerequisites:
1. The candidate must have a commitment to the pursuit of excellence.
2. The candidate must have completed or be in the process of completing a high school or secondary school diploma or similar educational standards.
 

What You Will Receive
Students will receive an official course manual for post class reference and review.
 

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam – C30-508
 

Follow-up Courses
. Leadership Series
. Customer Service Series
. Business Etiquette and Professionalism Series
. Business Communication Series
 

Course Outline:

Module 1: Introduction to Selling
. Definition Selling
. The Definition of a Seller
. The Definition of a Buyer
. Selling
. Sales Requirements
. Sales Strategies and Tactics
. Attitude
. Ways we sell
. Person-to-Person
. Telemarketing
. Direct mail
. Email
. Internet
. Seminars & Conferences
. The Selling Process - Strategies & Tactics
. The Selling Process
. Sales Stages
. Product Knowledge
. Develop a Positive Sales Attitude
. Enjoy Selling
. Be Excited
 

Module 2: Prospecting Success Strategies
. The Prospecting Stage
. Prospecting
. What is prospecting?
. What is a prospect?
. A Customer Profile
. Building your customer profile
. Channel Ratings
. Lead Channels
. Decision Making Authority
. The Decision Maker
. The Decision Influencer
. Political Influence
. Financial Influence
. Technical Influence
. End-User  

Module 3: First Contact Success Strategies
. The First Contact Stage
. Establishing Buyer Trust
. Building Rapport
. Smile
. Handshake
. Let’s have some fun
. Use Names
. Let the Fun Continue
. Be Sincere and Friendly
. Using a Trust Substitute
. Common Ground
. Compliment and Affirm
. Professional Greeting
. Professional Image
. Be on Time
. Body Language and Eye Contact
. Step 1 - Greeting
. Step 2 – Introduction & Rapport
. Step 3 – The Purpose
. Step 4 – Permission question
. Attention Grabbers
 

Module 4: Qualification Success Strategies
. The Qualification Stage
. The Qualification Process
. Buying Criteria
. Buying Motive
. Qualification Steps
. Discovery Questions
. Discovery Questioning Styles
. Close-ended Questions
. Open-ended Questions
. Alternative Questions
. Assessment Questions
. Reward Questions
. Effective Listening Skills
 

Module 5: Presentation Success Strategies
. The Presentation Stage
. Delivering a Prospect-specific Presentation
. Prospect-specific Information
. Buyer Motives
. Personal Attention
. Safety
. Financial
. To Own Things
. Proof-of-Success
. Product Demonstration
. Success Stories
. Customer Testimonials
. Industry Reviews and Evaluation
. Awards
. Feedback
. Keys to a Powerful Presentation
. Energy & Passion
. Be Positive
. Assume the Sale
 

Module 6: Successful Objection Resolution
. Resolving Objections Stage
. Strategies
. Resolving Objections
. Create Objection Responses that reduce Conflict
. Acknowledge
. Identify with
. Resolve
. Uncovering Hidden Objections
. Hidden Objection
. Ready to Close
. Fear of Buying

Module 7: Successful Closing Strategies
. Closing Stage
. The Fear Barrier
. Seller’s Fear
. Buyer’s Fear
. Buying Signals
. Verbal Buying Signals
. Non-verbal Buying Signals
. Strategies for closing the sale
. Direct Close
. Minor Point Close
. Alternative/Multiple Choice Close
. Action Close
. Opportunity Windows Close
. Benefits Close
. Trial Product Close
. Objection Close
. What do you do if your prospect says no
. What do you do when a sale is lost?
 

Module 8: Wrap-up & Follow-up Strategies
. Wrap Up & Follow-up
. Referrals
. Follow-up & Repeat Sales
. Strategies that Create Repeat Sales

SitesPower Training Center - PO Box 13801 Dubai, UAE
SitesPower Training Institute | Dubai : +9714-335-5549 | Sharjah Institute : +9716-575-1315 | معهد تدريب سايتس باور

Enquire About Course

Training Programs | Course Schedule

Printing Instructions

CBP Leadership Series
3 day Instructor-Led Course (18 hours)

Course Overview
The CBP™ Leadership Certification equips the business professional with the skills and characteristics required for effective leadership. Effective leadership skills are in demand in every aspect of business and are recognized as an indispensable element for corporate success.
The CBP™ Leadership certification module covers all of the essentials of today’s leaders. This is a hands-on and interactive module that uses real life scenarios to develop practical leadership skills.
 

Who Should Attend
This course is recommended for business leaders, senior executives, managers, supervisors and other professionals in positions of leadership.
 

Prerequisites
This course is designed for the student who has little or no experience.
 

What You Will Receive
Students will receive an official course manual for post class reference and review.

Certification Preparation
This module prepares candidates to sit the Certified Business Professional exam - C10-506
 

Follow-up Courses
. Customer Service Series
. Sales Series
. Business Etiquette and Professionalism Series
. Business Communication Series
 

Course Outline:

Module 1: Introduction to Effective Leadership
. Leadership Defined
. The Definition Of A Leader
. The Definition Of A Follower
. Effective Leadership
. Skill, A Developed Talent Or Ability
. Responsibilities Of A Leader
. Developing a Vision
. Developing a Mission and Goals
. Working Towards Achieving Goals and Objectives
. Building A Cohesive Team
. Identifying And Meeting Team Needs
. Measuring Team Performance
. Holding Team Members Accountable
. Motivating Team Members
. Leadership Potential
. Everyone Can Be A Leader
. Circumstances make and Shape Leaders
. Leaders Embrace Responsibility
. What do you need to be an effective leader?
. Clear Goals
. Training
. Followers
. Leadership vs. Management
. Leaders Lead and Manage
 

Module 2: Choosing the appropriate leadership style
. The Transitionary Nature of Leadership
. What Happens When The Major Goals Are Accomplished?
. Situations May Change
. Leadership Styles
. Relational Support
. Functional Support
. The Follower
. Situational Leadership

Module 3: Developing a Vision & a Mission
. Vision
. Definition
. Purpose
. Direction and Destination
. Passion
. Values
. Guidelines or Standards
. Vision Plan
. Mission
. Goal
. Objectives
. Plans
. Mission plan
. Guidelines For Developing A Mission Plan
. Communication and Vision
. Developing A Clear Vision
. A Vision Culture  

Module 4: Effective Decision Making
. Effective Decision Making
. Establishing Criteria
. Rating Criteria
. Problem Identification & Analysis
. Problem Resolution
. A look at Problem Resolution
. Problem Resolution
. Implementation

Module 5: Team Building for Leaders
. Team Building
. Group Vs. Team
. Leading a Team of Leaders
. Responsibilities of a team leader
. Mission, Goals and Objectives
. Team Member Selection Criteria
. Communicate Team Member’s Responsibilities
. Meeting Team Needs
. Motivation
. Accountability
. Team Building Benefits
. Accountability
. Ownership
. Authority
. Acceptance
. Collective Approach To Success And Failure
. Team Selection
. The Team member’s function
. Capability
. Commitment
. Identifying training needs
. The Benefits Of Diversity
. Size
. Team Communication
. Clearly interpret goals
. Motivating Teams
. Creating A Learning Environment – 4 Basic Needs
. Relevancy
. Autonomy
. Security
. Belonging
. Coaching Teams
. Definition of Coaching
. Developing A Coaching Process
. Develop A Coaching Process As A Leader
. Where And Who Do You Want To Be?
. Why is it important?
. What Action Do You Take To Get There
. Are You In Alignment
. What Changes Need To Be Done To Stay In Alignment
. Be Supportive
. A Continuous Process
 

Module 6: Motivation
. Motivation
. Motivation Defined
. Move to Action
. Desires and Needs
. Encouraging Performance
. Morale
. Improving morale