This comprehensive course comprises six essential sub-courses, each indispensable for
successfully selling any viable product or service.: Selling, Service, Communication, Negotiation,
Time Management, Cultural and Emotional Intelligence.
Proficiency in selling is paramount in the cargo industry, making this course of utmost
significance.
1. Smart Selling Skills
This begins with the sales process that is comprised of the following 5 pillars: Devising,
prospecting, encountering, closing and retention. This course underscores the critical significance
of the retention pillar, recognizing that an existing customer is indeed invaluable gold.
Learning Outcomes:
*Understand that the meaning of the word ´sell’ is to serve!
*Identify the four major needs of customers and further identify other needs in relation to cargo
*Identify the main channels of prospecting
*Recognize the importance of preparing the right questions before encountering
customers
*Identify the four main types of personalities and hence learn to adapt accordingly
*Know the main sales tactics and closing techniques
*Have a general understanding of sales customer relationship management
Concise Outline
1. What is selling?
1.1 Advantages and market of air freight
1.2 Cargo product mix
2. Devising
2.1 Customer, company and competitor knowledge (3C)
2.2 Technology tools
3. Prospecting
3.1 BANT
3.2 The funnel of customers
4. Encountering
4.1 Types of personalities
5. How to get customers, sales and closing tactics
6. What to include in a cargo quotation!
7. Customer Retention
2. Great Customer Service
The course begins by defining customer service and emphasizes the critical aspects of consistency
and meeting customer needs, identifying six primary categories. It proceeds to delve into key
terminologies prevalent in the service industry, such as omnichannel, customer advocacy, and
proactive support. Following this, it outlines essential skills requisite in service, highlighting tenacity
and teamwork.
Next, it elucidates the four primary stages involved in managing customer complaints before
addressing a pivotal aspect—service recovery. It explores tactics for empowerment and offers
insights into international case studies.
Subsequently, the course discusses the relationship between the '4 Cs' and the '4 Ps' of the marketing
mix. Furthermore, it covers research metrics, including the Net Promoter Score, for gauging
satisfaction and loyalty.
Towards the conclusion, an introduction to CRM service and field service is provided, underscoring
the pivotal role of technology in enhancing service delivery!
3. Business Communication Skills
The course commences by exploring the 9 Cs of communication, underscoring the importance of
delivering messages that are clear, concise, and complete. It then delves into fundamental
communication principles such as the "feel, felt, found" method for handling objections and the
importance of understanding "I versus You" communication. Emphasis is placed on techniques for
highlighting key information effectively.
Participants are introduced to a comprehensive array of listening skills, covering at least ten essential
techniques, as well as approximately thirty-five critical telephone and email communication skills
or tactics. Additionally, the course addresses the significance of interpreting body language cues.
Moving forward, the curriculum focuses on honing persuasion abilities, encompassing ethos, pathos,
logos, Kairos, and other persuasive techniques. Participants are also equipped with essential
presentation skills, ranging from capturing audience attention to fostering engagement through
questions.
Furthermore, the course explores key aspects of business communication, including methodologies
such as the Six Thinking Hats, RACI matrix, brainstorming, and multi-voting, alongside leveraging
intranet and extranet platforms for effective communication. Ensuring the dissemination of vital
information through blogs is also emphasized.
To consolidate learning, the course concludes with a series of inquiries designed to assess
participants' comprehension of the essential communication skills vital for navigating the business
landscape!
4. Essentials of Negotiation
Every day, we engage in negotiations, often without even realizing it! The problem lies in our
unawareness of these negotiations taking place. Negotiation, alongside time management, stands as
a cornerstone skill essential for success, akin to fluency in languages and proficiency in computers.
This condensed single-session course offers a comprehensive understanding of negotiation
essentials. It commences by clarifying the ten pillars of negotiation, including pre-establishing what
can be traded, identifying the best alternative to a negotiated agreement, determining both your
bottom line and aspirational targets.
Further, the course covers key negotiation terminologies such as anchoring, contingency contracts
and concessions, co-opetition, and integrative negotiation. It then progresses to tactics for
overcoming impasses and delves deeply into the vital pillar of proper planning.
Concluding with an exploration of ten major negotiation tactics and strategies for addressing them
when encountered, the course incorporates wisdom from historical figures, whose quotes remain
profoundly relevant today and into the future. Upon completion, participants can expect to reap
significant benefits from the acquired negotiation skills and tools, yielding substantial returns on
their modest investment in the course.
5. Time Management
Learning outcomes
✓ Prioritize tasks effectively
✓ Optimize time management to reach goals
✓ Enhance decision-making abilities
✓ Boost productivity levels
✓ Strengthen personal relationships
✓ Create more leisure time
✓ Reduce problems and stress
✓ Seize opportunities fully
By embracing enhanced organization, participants can significantly reduce stress and achieve their
goals more effectively. This course will provide attendees with actionable strategies to implement
positive changes in their lives. We'll delve into how technology can optimize time management,
focusing on three specific applications from the myriad of options available.
Furthermore, participants will gain insight into the concept of precrastination, complementing their
understanding of procrastination. By the session's conclusion, they'll be equipped to enhance
productivity and manage stress with recommended tools. We'll also introduce methods for
optimizing time management within Outlook email.
Ultimately, this lecture seeks to help attendees strike a harmonious balance between their personal
and professional pursuits. Welcome to Deep Work!
6. Cultural and Emotional Intelligence
This course consists of two sections: Cultural Intelligence and Emotional Intelligence.
In the first section, students delve into global cultural knowledge and are encouraged to explore
further. Key terminologies such as glocalization, reverse culture shock, and proxemics are explained.
The course also provides strategies to improve cultural understanding.
Following that, the course demonstrates how to apply cultural intelligence in real-world scenarios,
particularly in business contexts. It covers the essential CQ capabilities: Cognitive, metacognitive,
behavioral, and motivational aspects.
The second part of the course delves into the core components of emotional intelligence,
emphasizing self-awareness and empathy. It begins by elucidating the Johari Window and its four
quadrants, which are instrumental in fostering self-awareness and team growth.
Next, it examines self-control, illustrated through the famous 'marshmallow test.'
Finally, it explores the eight primary emotions according to the Plutchik wheel, among other topics.
The course also provides brief case studies on applying emotional intelligence in business contexts,
particularly in sales.
