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Tertiary Catalogue

Business Studies

Contains over 229 Videos

Episode 10: Resolving Problems for Customers

Episode 10: Resolving Problems for Customers

Improving Customer Relations

This clip teaches learners about the importance of resolving problems for customers well, and the best approaches to take to resolving issues. The video also covers some useful customer complaint statistics, and how to use the 'brain see-saw' to...Show More
Episode 11: Summary and Conclusion

Episode 11: Summary and Conclusion

Improving Customer Relations

The final episode of this series reviews and summarises all that has been covered in the previous 10 episodes. It also asks learners to commit to using three things that they have learned about in their workplace.
Episode 02: Who Are Your Customers?

Episode 02: Who Are Your Customers?

Improving Customer Relations

This video looks at how the experiences of your customer affect future communications. The video also highlights how your customers might be a wider group than you think, and the reasons for providing excellent customer care.
Episode 09: Internal Customer Care

Episode 09: Internal Customer Care

Improving Customer Relations

This clip demonstrates how the SiPoC model can be used to define your internal and external customers and suppliers. It also looks at how improvements for internal customers can make work easier.
Episode 07: Using Telephone and Internet

Episode 07: Using Telephone and Internet

Improving Customer Relations

Answering the telephone is a different skill to face-to-face communication. This clip elaborates on these difference and demonstrates the dos and don'ts of phone conversations. It also looks at the ways in which the internet has changed the way...Show More
Episode 08: Communicating with People with Additional Needs

Episode 08: Communicating with People with Additional Needs

Improving Customer Relations

Every customer has different needs, and there are some who may require additional assistance. This clips teaches learners how to better deal with these needs, how to assist customers from different cultural and linguistic backgrounds, and when...Show More
Episode 05: Leading Your Customer to a Solution

Episode 05: Leading Your Customer to a Solution

Improving Customer Relations

This video teaches learners how to establish rapport with a distressed customer. It shows how to pace and lead a conversation with a customer to avoid reacting to their emotions.
Episode 04: Communication Skills

Episode 04: Communication Skills

Improving Customer Relations

Communication skills are an essential skills for every business. This video looks at the three ways that people take in information, the three components of face-to-face communication, and how they should be used together when planning your...Show More
Episode 01: Improving Communications with Your Customers

Episode 01: Improving Communications with Your Customers

Improving Customer Relations

Lesley Coleman introduces the series and its objectives, and teaches students about the power of habit.
Episode 03: What Is Customer Care?

Episode 03: What Is Customer Care?

Improving Customer Relations

This clip looks at the three elements of customer care—personal, physical, and procedural. Students will learn how to re-frame the customer experience, what good customer care is, and the benefits of treating a customer as a guest.
Episode 06: Listening Skills

Episode 06: Listening Skills

Improving Customer Relations

The majority of time spent a work involves listening, and research shows that people aren't very good at it. This video highlights why listening is important, how to develop your listening skills, and when to use closed and open questions.
Effective Business Communications

Effective Business Communications

Exploring Business

Communication, internally and externally, is central to every aspect of a business’s strategy and operations. In this video, four different business people from the UK and Australia provide an insight into the importance of communication,...Show More
Features of Businesses

Features of Businesses

Exploring Business

Understanding the fundamental features of business underpins success. This video explores organisational purpose, structure and objectives through the eyes of four operators in very different Australian and UK-based business environments –...Show More
Stakeholders and Their Influence

Stakeholders and Their Influence

Exploring Business

Every business has its stakeholders—without them the business wouldn’t exist. In this video, four people operating in very different business environments—in Australia and the UK—talk about the influence of internal and external...Show More
Episode 5: Needs and Objections

Episode 5: Needs and Objections

Sales Essentials

Chapter 1: Ask Questions Ask open questions. Keep control of the interview. Chapter 2: Research The customer. The product. The relationship. Chapter 3: Set Objectives Prepare alternatives. Look for other customers for your products. Look for...Show More
Episode 3: Control and Close

Episode 3: Control and Close

Sales Essentials

Chapter 1: Closing the Sale Watch for buying signals. Ask for the order. Then keep your mouth shut. Chapter 2: Explain the Benefits Sell the benefits, not features. Relate the product to the customer's needs. Chapter 3: Meet...Show More
Episode 4: Difficult Sales

Episode 4: Difficult Sales

Sales Essentials

Chapter 1: The Dictator Dictators hold strong opinions that you’re not going to change. Encourage them to talk. Don’t interrupt – let them reveal their prejudices. Their vanity can be used to close a sale. Chapter 2: The Ditherer The key...Show More
Episode 2: Consultant Selling

Episode 2: Consultant Selling

Sales Essentials

Chapter 1: Being a Consultant When you’re selling a service rather than a product, it’s even more important to build confidence and trust with your client. Try to identify their uncertainties, and help remove them through information and...Show More
Episode 1: Closing Sales

Episode 1: Closing Sales

Sales Essentials

Chapter 1: Keep Trying Know what you’re going to say when you close – prepare your closes. If your first close fails, use recovery lines to get back on track. Persist by chasing up opportunities, expanding offers and keep the door open to new...Show More
Episode 5: Making Your Case

Episode 5: Making Your Case

Influencing Essentials

Chapter 1: Three Charms; But Four Alarms. If you don’t have enough arguments to support your case you risk coming across as half-hearted. But too many arguments can actually undermine your success. Remember: three claims will charm, but four...Show More
Episode 8: Using Similarity

Episode 8: Using Similarity

Influencing Essentials

Chapter 1: Highlight Similarities First People prefer to be persuaded by people who are like them and who do like them. People are much more likely to say ‘yes’ to people that they share similar backgrounds, experiences and values with. Look...Show More
Episode 7: Negotiating Tactics

Episode 7: Negotiating Tactics

Influencing Essentials

Chapter 1: The Home Team Advantage Negotiating in familiar surroundings can boost your confidence.But negotiating in unfamiliar surroundings (like your opponent’s office) can reduce it. One way to improve your negotiation outcomes is to suggest...Show More
Episode 6: Negotiating – Tying the Knot

Episode 6: Negotiating – Tying the Knot

Influencing Essentials

Chapter 1: See-Saws and Trade-Offs When you start your negotiation, pitch high. Don’t give anything away without gaining something in return – in other words, trade, don’t concede. When you’re hearing terms, don’t agree to separate...Show More
Episode 4: Less Is More

Episode 4: Less Is More

Influencing Essentials

Chapter 1: The Rule of the Rare People want more of the things that seem less attainable. Focus on the features of your offer that are genuinely unique or rare. Limiting the number of options or availability signals scarcity and increases...Show More
Episode 3: Helping Hands

Episode 3: Helping Hands

Influencing Essentials

Chapter 1: Ask 'Who Can I Help?' People feel more obliged to give back to people who have given them something first. Before trying to influence someone ask, “How can I help this person?” You are most powerful after you are thanked for help...Show More