Lesson in customer service
Duration: 30 Minutes
Providing guidance on how to positively approach a customer, question and listen effectively and then offer tailor support and advice.
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Merchanting Training
Building industry specific skills and knowledge to drive your career.
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Customer Service Excellence
Duration: 30 Minutes
Providing an over view of customer service and how it impacts on long term profitability and brand loyalty. Offering a guide on what a buyer expects to see when experiencing high quality customer service and how to create that all important first impression.
Negotiating Skills
Duration: 20 Minutes
We all negotiate whether we realise it or not. But do we do it successfully? This module explores the fine art of negotiation emphasising the difference between selling and negotiation, explaining the difference between someone’s position and interests, and knowing how to deal with unprincipled negotiators and their ‘dirty tactics’.
The module will take about 20 minutes to complete and includes a short knowledge check to check your understanding.
Improving Margins
Duration: 20 Minutes
This training course teaches the principles of how profit margins are calculated and which factors influence the levels achieved. Learners are shown how to generate a price with their required margins and add the current VAT. Alternative discounting systems are explained with the resulting effects. Techniques are also shown on how to increase revenues.
Handling Customer Complaints
Duration: 20 Minutes
This training course teaches how to handle and solve any complaints you receive. Complaints are inherent to every business, and it’s essential that you know how to handle them well, whether they are received over the phone, via email, on social media, or made in person. This 20 minute course will give you the skills you need to handle complaints appropriately and resolve them successfully.
Conflict Handling
Duration: 20 Minutes
Most people will naturally try to avoid conflict and confrontation because they fear damaging relationships or getting hurt. However, being able to deal and defuse such events is an extremely valuable skill for all staff.
This training course defines conflict, explores how it occurs and highlights its potential effects. It also explores how to handle conflict effectively to ensure that it becomes a force for good.
Essential Telephone Skills
Duration: 20 Minutes
This module is entitled ‘Essential Telephone Skills’ and it focuses on the fact that we never get a second chance to create a positive first impression.
We are going to take a look at the first greeting; putting the caller on hold; transferring a call; taking a message and leaving a voice mail or answer phone message.
The course completes with a short assessment.
Award in Timber Merchanting
This fully accredited course covers all you need to know to get started in a Timber Merchant. Successful completion gives you the Level 3 Award in Timber Merchanting, as well as significant Recognition of Prior Learning (RPL) towards the Level 3 NVQ Diploma in Merchant Supplies.
Backed by the timber industry and accredited by ProSkills/Occupational Awards, this programme not only stands alone as an Award but it can contribute up to 70% of knowledge marks towards the Level 2 NVQ Diploma in Merchant Supplies.
The programme consists of 18 modules, required reading and some project work and leads to the Award in Timber Merchanting. In order to attain the Award, you must complete all the modules and be successful in the final assessment.
Brooks Training Resources
Training resource provided to help expand the knowledge available from the various courses provided.