From Serebra Learning Corporation
Italian Expressions 


Expressions is a series of language learning titles on
CD-Rom. This title in the series teaches
Italian. The series is designed for self-access use in education and training and for individual self-tuition. Expressions can help to prepare users for public examinations, professional certification or the practical requirements of professional or leisure travel. Its content has been designed in line
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Account Ability Series: Main Features 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Ability Series: Growth 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Ability Series: Profitability 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Abiity Series: Liquidity 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Ability Series: Investment 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Abiltiy Series: Finance 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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Account Ability Series: Conclusion 


...line is recorded annually in an organisation's financial statements. But is it what it seems? Managers who understand how to read a set of accounts and are able to interpret what the accounts say about an organisation's profitability, liquidity and growth can gain a valuable insight into the real performance of their competitors, customers and suppliers. Account
Ability takes you through a
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KAZ (Keyboard AZ) Typing Tutor 


... skills have never had a more direct impact on the bottom line of a business. Increased productivity through learning is the key to competitive advantage and what skill could be more fundamental to productivity than typing? Most employees will work with a PC keyboard to get the job done. Outlook,
Word and
PowerPoint are the most frequently used business applications alongside data entry into a
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Cisco Internetwork Design Part 4: WAN Design 


... protocol choices. It also provides an overview of leased lines and serial line encapsulation. It provides a general overview of
Frame Relay networks as well as router interaction,
NBMA and subinterfaces in Frame Relay networks. It also covers X.25 design issues. It also focuses on X.25 switching. Finally, it covers
Remote Access design. It covers using remote access through analog and
ISDN,
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Framing the Problem 
...p you effectively frame problems so that you're sure your line of sight is aimed straight toward the solution. You'll discover how to recognize and gather information about a problem so that all contingencies are accounted for and all subtleties considered. You'll learn how to uncover the various assumptions, both conscious and unconscious, that are typically made about problems. After
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JES2 Job Controls ll 
...er image. It describes how to force a page break, control line spacing and load characters sets. The course discusses the burster-trimmer-stacker, all-points-addressable printers, and the parameters for advanced function printing. It also identifies situations when special output processing is required. The course describes the
JES2 REmote Job Entry facility and the
JES2 Network Job Entry more...
Planning Your Field Sales Approach 
What factors mark the difference between mediocre and great field sales performance? One characteristic of highly effective field sales representatives is their ability to efficiently plan their sales approach for both existing customers and prospects, as well as managing their time and territories effectively. Planning
Your Field Sales Approach provides practical tools for determining call and
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Sales Seller Behaviors 


The
Selling Process:
Seller Behaviors, is the first of sixteen courses in this curriculum. After the completion of this course you will be able to identify the basic criteria for success in sales and identify the seven seller behaviors in buyer-focused selling. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales Buyer Behaviors 


The
Selling Process:
Buyers Behaviors, is the second of sixteen courses in this curriculum. After the completion of this course you will be able to identify the criteria that influence buying decisions and identify the seven typical buyer behaviors in a sales interaction. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize
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Sales Buyer-Focused Selling 


The
Selling Process:
Buyer-Focused Selling, is the third of sixteen courses in this curriculum. After the completion of this course you will be able to respond effectively to buyers at each stage of a sales interaction and identify categories of buyer needs. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales The Selling Cycle 


The
Selling Process:
The Selling Cycle, is the fourth of sixteen courses in this curriculum. After the completion of this course you will be able to list the steps in the selling cycle, match the steps in the selling cycle to the buyer-focused selling model, calculate the key ratios in the selling cycle, and analyze the key ratios in the selling cycle. The
PrimeSales curriculum engages sales
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Sales Telephone Communications 


Communicating &
Managing:
Telephone Communication, is the fifth of sixteen courses in this curriculum. After the completion of this course you will be able to identify barriers to communication, identify techniques to overcome the limitations to communicating by telephone and implement guidelines for good telephone communication. The
PrimeSales curriculum engages sales professionals in a top-down
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Sales Communication Skills 


Communicating &
Managing:
Communication Skills, is the sixth of sixteen courses in this curriculum. After the completion of this course you will be able to list the background information that helps you to qualify prospects, list sources of prospects, identify guidelines for canvassing and list the criteria for identifying the decision-maker in an organization. The
PrimeSales curriculum engages
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Sales Managing a Territory 


Communicating &
Managing: Managing a
Territory, is the eighth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the customer information you need to record, list the steps in drawing up a calling cycle, and sequence the steps involved in routing and scheduling calls. The
PrimeSales curriculum engages sales professionals in a top-down roll-out
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Sales Gathering Information 


Starting the
Sale:
Gathering Information, is the ninth of sixteen courses in this curriculum. After the completion of this course you will be able to list the background information that helps you to qualify prospects, list sources of prospects, identify guidelines for canvassing, and list the criteria for identifying the decision-maker in an organization. The
PrimeSales curriculum engages sales
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Sales Planning a Sales Call 


Starting the
Sale:
Planning a
Sales Call, is the tenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the steps involved in planning a sales call and identify the essential elements of a sales objective. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales The Sales Call 


Starting the
Sale:
The Sales Call, is the eleventh of sixteen courses in this curriculum. After the completion of this course you will be able to identify the guidelines for opening a sales call, list the steps in making an opening statement, and identify opening statement variations according to the type of call. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of
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Sales Probing and Questioning 


Starting the
Sale:
Probing and
Questioning, is the twelfth of sixteen courses in this curriculum. After the completion of this course you will be able to distinguish between open and closed questions, and develop buyer needs using the four question types. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales Presenting Solutions 


Concluding the
Sale:
Presenting Solutions, is the thirteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the differences between features, advantages and benefits, and present a solution to a buyer. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales Closing the Sale 


Concluding the
Sale:
Closing the Sale, is the fourteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the buying signals that tell you when to close the sale and close a sale using a three-stage approach. The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line
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Sales Buyer Reactions 


Concluding the
Sale:
Buyer Reactions, is the fifteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the steps involved in supporting a favorable reaction, identify guidelines for dealing with low reactors, list the steps in handling objections, and manage objections using a five-step approach. The
PrimeSales curriculum engages sales
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Sales Concluding a Call 


Concluding the
Sale:
Concluding a
Call, is the sixteenth of sixteen courses in this curriculum. After the completion of this course you will be able to identify the guidelines for concluding a call, and conclude a call using the six steps . The
PrimeSales curriculum engages sales professionals in a top-down roll-out of techniques that have been proven to maximize bottom-line results. New and
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Assessing Customer Behavior 
In the modern customer-centric business model, dealing with all customers in a positive and efficient manner is paramount. But this goal can become daunting to a
TSA who has not developed the ability to identify various behavior types and apply appropriate techniques to deal with them in a way that builds a positive relationship between the customer and the company. This course instructs agents in
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Working With Internal Customers 
Excellent customer service lies at the heart of any successful business. However, you should not overlook the importance of meeting the needs and expectations of your fellow employees, your internal customers. By helping other people within your organization, you enable it to succeed. Great internal customer service improves people's morale, productivity, and external customer service, and
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Overcoming Internal Customer Service Problems 
Managing relationships with your internal customers isn't always smooth sailing. When internal customer service does not go according to plan, problems occur, or communication breaks down, what can you do to get your plans back on track, and break down barriers? At times like these, you and your employees need to act swiftly and proactively to solve the problem, and regain the customer's trust. In
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Customer Service Agent Skills Simulation 
...cturer and direct seller of household devices, offering a line of products that ranges from toasters to central-air conditioning units. Post-sales support is critical to their operation, and
KDA prides itself on superior customer service. For the duration of this simulation, the learner will assume the role of customer service agent generalist in the company's central call center. This
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Discovering What Your Customers Want 
...n customer loyalty goes directly to your company's bottom line. Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey. To build a successful customer satisfaction system, you have to begin with the basics. When customer satisfaction programs begin with a survey, and not a plan, the result is frequently customer dissatisfaction. To overcome
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Information Technology IT Industry Overview Version 1 
...for the business IT industry, which affects and blurs the line between all segments including hardware, software, data, applications, and communications platforms. At the same time, this change offers numerous opportunities for those who can adapt. This course provides a roadmap for the rapidly converging IT world, identifies regulatory fact This course is designed for management consultants
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Interacting with the Customer 
Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome
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The Call Center Industry 
When people pick up a phone and hear someone greeting them from the
XYZ Company, they put little thought into the people, process, or technology behind the phone call. To them, the person on the phone is just a voice on the other end of the line. This course will examine all of the aspects of a call center. In order to facilitate this examination, this course has been broken down into three parts:
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Call Center Customer Service 
Have you just become a call center customer service representative? Maybe you are experiencing some feelings of anxiety, as do many novice agents. You may be concerned about dealing with customers' issues one-on-one. Fortunately, there is a comprehensive training course for people in your situation. This course will help you overcome reservations about customer service in a call center setting.
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Call Center Communication Skills 
Communication skills are very important for a successful career in customer service and sales. This is especially true in a call center environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This course will examine handling different personalities,
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A Workable Solution for Internal Clients 
One of the many challenges of working as an internal consultant is that of "making things happen."
But making decisions isn't always easy. There are so many options and you may encounter resistance to changes you propose during internal consulting assignments. How should you deal with this? And how can you be so sure that working practices won't simply revert back once you're "off the scene?" You
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Call Center Telephone Sales 
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time
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Effective Communication Skills 
Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the
Customer Support Specialist (
CSS) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt
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Managing Conflict Stress and Time 
Each customer wants her problem to be the most important problem to the
Customer Support Specialist (
CSS). For the CSS, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage
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Customer Support Specialist Simulation 
You are a call center representative for
BroadBandCast Inc., one of the world's leading communication companies. Digital cable TV, high-speed
Internet, and phone service are among the company's products. You are a recent hire. An added challenge to your new position is that you have been assigned to work the graveyard shift. Your challenge is to figure out how to handle dealing with angry,
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Strategies for Facilitating Critical Thinking 
...ion, ideas that are often considered 'soft' to the bottom-line, results-oriented world of business.... Yet, paradoxically, reflection is becoming more part of the lifeblood of organizations in today's economic environment. Victoria
Marsick's words illustrate why businesses can no longer thrive on the unexamined repetition of established formulas. Today, people at all levels of the organization
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Preparing an Effective Internal Business Case Simulation 
...the purposes of this simulation, you are a senior product line manager of women's apparel for
Zenith Athletics a national manufacturer of athletic gear and clothing. When an ambitious subordinate proposes a major market-research project geared toward the creation of a new line of mom-and-tot exercise apparel, you offer your assistance in the preparation of a business case. Tasks focus on the
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Management Development for Technical Professionals 
...avenues for development will be presented ranging from on-line personality inventories to classes in the development of management skills. With this preparation, you will create an action plan to realize your development program. Next, you will create the necessary personal and professional networks within your organization to ensure a smooth, successful transition from technical professional
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Transitioning From Technical Professional to Management 
...l video editing platforms, the participant stands next in line for a promotion to department manager. Yet success isn't quite assured. Other employees in the department vie for the same position. Participants will have to outshine these competitors by demonstrating their qualifications to management before being selected as the final candidate. Then once promoted, the job has only just begun.
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Energizing and Empowering Employees 
Energy. Without it, the wheels and gigabytes of industry come to a screeching halt. And without energized, empowered employees, your part of global industry will make far less progress. This course introduces you to the importance of energizing and empowering employees. By doing so, you multiply the benefits to your department, team, and organization. The course begins by showing you ways to
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Leadership and the Knowledge Worker 
What are your company's most valuable assets? For many of today's companies, it's the knowledge and experience of their workers. Does your company know how to best use this intellectual capital? Is your company a nurturing environment for knowledge workers? In this course, you'll learn about intellectual capital, how to lead your company from the front line to retain and increase its intellectual
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Leading Change from the Front Line 
Have you ever wanted something at work to change, but no one ever addressed the issue, so you just put up with it? Maybe you didn't bring it up because you thought you were the only person who didn't like it. Maybe you didn't want to make a fool of yourself by making it an issue. Or maybe you thought your boss would be irritated if you mentioned it. If any of this sounds familiar, this course is
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Dynamics of Leadership 
Can anyone, regardless of company status, be a leader? Yes
Leaders can be found at all levels in the work force. When you're learning how to lead, is it possible also to be responsible for discovering new future leaders? You bet it is. Even though you aren't in management, do you have the power to influence someone to change his behavior? Again, the answer is yes. In this course, you'll learn how
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Managing Managers 
...tal connection between organizational leadership and frontline management. They oversee the development of the organization's goals and its achievement. In addition, they must also manage relationships, both across the organization and across functions. While they are the voice of top management, they are also expected to deal with their own line managers to ensure that the organization's
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Coaching Trends 
...team tension. In order for coaching to improve the bottom line for your organization, you must display an ongoing commitment to coaching. Coaching works in all directions--consider upward and peer-to-peer coaching--which is one of the reasons it is so powerful. Total confidentiality and life coaching can also help to foster a long-term coaching strategy that leads to ultimate business succes
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Goal Setting Goal Setting Tools for Managers 
In ''Goal
Setting:
Goal Setting Tools for
Managers,'' you will learn how to guide employees and mentees through the goal-setting process. You will learn how to foster an enthusiastic and supportive environment for goal setting as well as how to motivate individuals to continually set new and challenging goals. The target audience for this program is administrators, managers,
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Goal Setting Reaching Individual Goals 
In ''Goal
Setting:
Reaching Individual Goals,'' you will learn about personal behaviors that relate to and affect goal setting. You will also learn the characteristics of effective goals, the individual goal-setting process, and guidelines for maximizing your achievement potential. The target audience for this program is administrators, managers, supervisors and front-line staff.
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E-Learning Essentials Pt 1 E-Learning and Successful Strategy 
This Course is designed to cover the broad offerings within the scope of e-learning and the various challenges that arise in implementing an e-learning solution. It places e-learning within the context of learning and knowledge management and the role of e-learning in harnassing an organizations's intellectual and human assests. The course covers the importance of a clear and effective
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E-Learning Essentials Pt 2 Marketing Your Solution 
This course covers the aspects of marketing that are essential to marketing an e-learning solution within an organization. It focuses on the required change of organizational mindset to one that supports anytime, anywhere learning. The three important marketing channels are covered - through a champion, culture change and communication plan. The course then looks at each of the key player groups
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E-Learning Essentials Pt 3 Deploying and Measuring Your Solution 
The third course in this curriculum focuses on issues of deployment and measurement of an e-learning solution. Regarding deployment, technological, interoperability and multi-site challenges are addressed, as well as using the
Internet, choosing the right platform, managing learners and learning objects. The final area to be covered is that of measuring the e-learning solution, integrating
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Non-union Work Environments HRCI PHR 
...to ensure that your company's employment practices are in line with work rules of non-union environments and that employee issues are resolved in a legally defensible manner. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of work regulations and employee issue resolution. In the areas of work regulations, you will learn about policies,
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Union Work Environments HRCI PHR 
...to ensure that your company's employment practices are in line with work rules of union environments and that union-employer issues are resolved in a legally defensible manner. Toward that end, this course will help you prepare for the
HRCI certification examinations in the areas of work regulations and employee issue resolution. This course will also help you understand union organization,
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Scoping the Six Sigma Project 
...y impact customer service while also improving the bottom line can be challenging. When pressure mounts, it's tempting to act too quickly and possibly solve the wrong problem. In this course, you'll learn what a
Six Sigma team should focus on, and more importantly, what the team should avoid in order to make Six Sigma projects successful. You'll learn to avoid common mistakes and pitfalls that
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Organizational Goals and Objectives 
Before a
Six Sigma project can be executed, organizational strategic planning goals and objectives must be defined. Determining selection of appropriate projects and choosing an effective improvement model are crucial tasks that help to ensure your company is pointed in the right direction. Performing risk analysis while avoiding pitfalls common to Six Sigma projects is also important to prevent
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Developing a New-product Strategy 
Product development is not a mystery. Nor is it only the concern of your research and development department. One of your main responsibilities as a product manager is to create a new-product strategy. This means that in addition to developing new-product goals, you also need to develop a plan for reaching those goals. In this course, you'll explore the tools and techniques to help you create a
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Introduction to Product Management 
...planning, forecasting, and marketing a product or product line? Are you new to the field of product management? Or have you just been hired as a product manager? In this course, you'll learn strategies and techniques to help you build a foundation for understanding product management. First, you will explore the fundamentals of product management. Specifically, you will learn about the ways
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