Selling Skills Silver

The International Travel College (ITC) is the premium supplier of training courses for the airline, airport, travel and tourism industries. Winners of three New Zealand Tourism Awards, in recognition by the industry of our excellence in travel & tourism training. ITC is registered and accredited with the New Zealand Qualifications Authority (NZQA), the International Air Transport Association (IATA/UFTAA), CODECO, ISO and Microsoft.

Highlights /Why us?

Studying Online means you can study when you like, for as long as you like, wherever you like. In fact, if you can access a device connected to the internet, simply log in and away you go: during your bus trip on your mobile, when you’re at lunch on your iPad, or from your laptop. These courses work on all devices.

You might be generally interested, or your employer might like you to expand your knowledge. These courses cater for all options & interests!

Our courses cover everything from flight attending through to ground handling,
cruising, tour guiding, customer service and lots more! Simply select the topic that you’d like to study, and if you like what you see you can make an online purchase and start studying!

Research found that our industry partners suggested “ITC should offer training which leads to a Certificate, gives staff and in fact the whole industry an opportunity to up-skill, so that everyone gains: the employee, the employer, the traveller, and the industry as a whole.” These online courses cater exactly to the needs our key industry partners have identified.

The courses contain a broad selection of lessons which include valuable information, industry references, online links, video clips, maps and more. In fact everything that relates to the topic you’ve selected. Each Silver and Gold course option also contains a set of assessment questions which, when completed correctly, leads to the award of an ITC Online Training Certificate of Completion. Great for your CV, & excellent for your career opportunities!

You will be able to access your course on your computer, laptop, tablet, and mobile
phone!

Course Overview

Would you like to be able to sell any product or service, and be really good at it? Or are you a business owner and would like your staff to improve their selling skills?

Upon completion of the course you will enjoy encounters with your customers, as you will know what to do and how to make a sale (without that ‘hard sell’ feeling!) You will sell anything with ease, whether it’s a cruise, an iPhone, accommodation in a luxurious hotel, or whichever product you currently find difficult to sell.

This course caters perfectly to your needs. It includes information, insights and ‘stop & think’ exercises to practice finding out customers wants & needs; what service excellence & ‘value’ really mean; how to ideally communicate with your customers; and how customers’ attitudes can vary and influence your service behaviour.

The SILVER course includes 20 comprehensive lessons with valuable information, several quizzes, and a final assessment. Upon completion of the SILVER course we will issue you with a Certificate of Completion!
You can complete this course on any device: smartphone, iPhone, tablet, iPad, Mac notebook, PC laptop, and any compute

Program Outline/Syllabus

Lessons

Selling Skills – Who is your Customer?
Lesson One on this course is a great introduction to Winning with Customers. It includes the table of contents for the total course, so you also get to find out which topics are included in the remainder of this customer service online course. A short quiz has been included so you can see how they work!

Selling Skills – What customers need & want
Find out what customers needs and wants are, and also what they are absolutely not looking for!
Selling Skills – When customers go elsewhere
In this lesson you will find out what happens to those customers who are dissatisfied. Do they leave? what if they stay – what can you do??

Selling Skills – What is service excellence?
Read and complete this lesson to find out what excellence service is really all about, and how you can start applying this new knowledge in your job immediately!

Selling Skills – Service Excellence Activity
Learn more about provision of excellent service to customers – and how different people view customer service differently due to their expectations and previous experiences.

Selling Skills – What is Good Value?
Customers usually look for value for money? But what does that really mean? Is it the same for everyone? Find out in this chapter.

Selling Skills – More on value & discounting
Learn more about how you can personally ensure that customers feel they have received value for money. Also look at the aspect of discounting. Complete your first quiz.

Selling Skills – How people buy
Communication is important in all aspects of your life. However if you want to provide excellence in customer service, your communication skills have to be near perfect! Learn here how to perfect your skills in communication.

Selling Skills – Features & Benefits
You have probably heard of feature and benefit (F&B) statements previously. Because these F&B statements are so important in selling, we have dedicated a lesson to this topic.

Selling Skills – Types of Sale
This lesson is about the personal attitudes people have, and this attitudes which work well when providing service to your customers. Do you have the right attitudes? If not, you can change your attitude!

Selling Skills – Corporate Relationship Building
Dealing with corporate clients, and building relationships to ensure you can properly serve the accounts you are responsible for, is quite different to dealing with consumers.
B2B is discussed in depth in this lesson, with lots of valuable tips and activities to make you think about what you currently do.

Selling Skills – Handling Objections
Often customers will have yet another question to ask, or seem hesitant about something. These are resistance, or objections, to buying.
This lesson teaches you what to look for, and how to overcome and/or handling any objections. Very important in closing the sale!

Selling Skills – Closing the Sale
To close the sale is the name of the game for successful sales people. And it doesn’t have to be a hard sell! Learn how to close a sale, and also read information about add-ons.

Selling Skills – Follow up & After sales
Following up on customers who have or haven’t bought your product or service is an important part of excellence in customer service. Read more about this in this lesson. Complete another quiz to test your understanding!

Selling Skills – Sales Teams & Targets
Read and learn about the workings of a sales team, how sales targets are set, and why some targets are not met.

Selling Skills – Communication with Customers
Communication skills are vitally important when dealing with customers, and when you’re trying to sell them the right products and services. Learn more about your skills.

Selling Skills – But wait there is more!
This lessons looks at Barriers to Communication, which get in the way of effective communication with your customers. Test your skills along the way!

Selling Skills – Service Attitude
How is your attitude towards your customers? Do you treat them all equally well? Or does it change with the weather or time of day? Read here about attitude, and how it affects you and your ability to sell and provide customer service.

Selling Skills – Time Management
Effective time management is important in customer service, selling skills, and well… in life in general! Clients expect to be dealt with in a timely manner; be phoned back at the agreed time; and receive their products at the pre-arranged time. This lesson has lots of valuable suggestions on how to improve your time management skills.

Selling Skills – Customer Complaints
Learn all about how to handle and overcome complaints from customers. Complete your assessment.

Assignments/Tests – 

At the end of the lessons on each Silver or Gold course, you will find an assessment quiz. You need to first read through all lessons. A blue, oblong tab will appear at the end of the last lesson, “Take this lesson quiz”. Click on this to complete or resit your assessment quiz. Ideally, you score 80%, or more, in your assessment quiz. If you
scored less than 80% on your first attempt, we would like you to resit the assessment quiz to see if you can score higher on your second attempt.

What will I learn?-

• The aviation industry & airlines
• Ticketing, passports & visas
• Baggage allowance & airport security
• Passenger handling & customer service
• Careers, CVs and job hunting