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Click the links below to discover how you can benefit from
using Response Design's e-learning.
Because we know you'll love these e-learning products, we are offering your first two at a low
introductory price. Each module includes a pre-test,
a post-test, and five lessons. Purchase six months of unlimited distribution
within your organization of either module, "Answering Customer Objections" or "Rate of Speech," for the
introductory price of $41.95. Pay only $74.97 when you buy both modules - that's a 10% discount!
After the trial, we know you will want to purchase our entire e-learning suite.
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You can download the seven lessons of each module directly to your PC or server.
Or, if you prefer, we will host e-learning for you; your agents can log on to our
Web site to take the lessons. And in the future, for one low monthly fee, Response Design will
manage your learners for you using Articulate Online.
Downloading the Modules
(Choose this option for downloading the lessons to your PC or server.)
When you purchase "Answering Customer Objections" or "Rate of Speech," you
receive a download link that is located both on the purchase confirmation page and on the
purchase confirmation email. The link remains active for 30 days. Clicking on the
link downloads one Zip file.
Extract the Zip file contents to a location of your choice. This action will place the
extracted files in the specified location. Each of the seven lessons will be in its own folder.
The executable file (the one that "plays" the lesson for your employees) is
the "player.html" file, which is found in each lesson folder.
To make access to the training easy, create a Desktop shortcut to each lesson on
either the employee's PC or a dedicated training PC. Our download does not require a
login or password for access, so, depending on your internal security requirements,
you may want to create a login and password for your employees.
Hosting the Modules on Response Design's Site
(Choose this option if you would like for your employees to access the lessons from the
Response Design Web site without any learning management functionality.)
Whether you purchase "Answering Customer Objections" or "Rate of Speech,"
Response Design will send you an email with the page link to the module(s) that you
purchased and your company's unique login and password. If your agents have Internet access,
you can distribute the link, login, and password directly to them. Or, you can keep the link,
login, and password restricted to dedicated training PCs. The choice is yours.
Hosting the Modules on Articulate Online (Future Enhancement)
We are working on getting the modules uploaded to Articulate online.
When it's ready you can choose this option if you would like to take advantage
of a learning management system by authorizing your employees to access the lessons
from the Articulate Online site. (See www.Articulate.com
for Articulate Online features.)
Anyone who purchases the modules for download or Response Design hosting can convert their
subscription once this enhancement is available. We'll send a notice when its ready!
Articulate Online is an easy to use learning management system that tracks your agents' success
though each lesson you purchase. Response Design will assign a unique login and password to
each employee you wish to track, manage your user profiles, and email your weekly user progress
report. If your agents have Internet access, then Response Design can email the Articulate link,
username, and password to each email address that you supply. Or, you can keep the link, login, and
password restricted to dedicated training PCs. The choice is yours. When you purchase
"Answering Customer Objections" or "Rate of Speech," you will pay
an additional fee per month per user for Articulate Online and its administration.
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Answering Customer Objections
When sales and service agents become experts in answering objections, your customers
will be more satisfied and your organization's productivity and revenue will increase.
Contents
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Answering Customer Objections Pre-test
Lesson 1 - Objection Overview
- In Lesson 1, "Objection Overview," your agents will learn:
- 1. the definition of an objection,
- 2. the three steps to take when answering objections,
- 3. the correct mindset for answering objections,
- 4. how to hear objections consistently and objectively, and
- 5. how to guide a customer to the right solution.
Lesson 2 - Why Customers Object
Understanding the "why" of the situation makes it easier for agents to see
objections as opportunities. Knowing why customers object helps them move
forward with the appropriate negotiations. Sometimes, a customer does not
accept an agent's solution, and will tell the agent exactly why. These
customers sometimes offer their own solutions. In this lesson, agents learn how
to deal with this type of customer response.
- In Lesson 2, "Why Customers Object," your agents will learn:
- 1. the reasons why customers object,
- 2. five basic customer needs and how to meet them,
- 3. how to minimize the number of objections, and
- 4. what to do if an objection can't be solved.
Lesson 3 - How to Identify Objections
Not all customers clearly state objections. Some listen without agreeing to the agent's
solution and without really giving a reason for why they aren't agreeing. This lesson
will teach your agents how to identify unclear objections.
- In Lesson 3, "How to Identify Objections," your agents will learn how to:
- 1. listen for and identify signaled objections,
- 2. engage with the customers to help them identify and better communicate their objections, and
- 3. diagnose exactly with the objection is.
Lesson 4 - How to Answer Objections
Objections are opportunities for agents to fulfill the needs of customers and
successfully close calls. Now that agents know how to identify both outright and
unclear objections, and the reasons behind all objections, it's time to teach them
how to answer objections. In Lesson Four, agents learn six steps to help them answer
objections correctly.
- In Lesson 4, "How to Answer Objections," your agents will learn how to:
- 1. restate the objection,
- 2. confirm their understanding of the objection,
- 3. prepare an answer,
- 4. present the answer,
- 5. confirm that the answer is acceptable to the customer, and
- 6. check for additional objections.
Lesson 5 - Practicing Answering Objections
During this lesson, agents have the opportunity to practice what they have learned
by evaluating their strengths and weaknesses in answering customer objections.
Answering Customer Objections Post Test
Rate of speech is an important skill to master when agents interact with customers.
Mastering the correct rate of speech makes customer interactions more enjoyable
and successful.
Contents
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Rate of Speech Pre-test
Lesson 1 - Rate of Speech Overview
Agents will be introduced to the power of speech and learn how to set the
appropriate rate of speech when interacting with customers.
- In Lesson 1, "Rate of Speech Overview," your agents will learn:
- 1. why a proper rate of speech is an important skill to master,
- 2. what an average rate of speech sounds like, and
- 3. how to set a speech rate goal.
Lesson 2 - Fast Talking
Lesson 2 helps agents come to a better understanding of how fast talking affects the customer.
We'll provide examples of fast talkers so they know how it feels to listen to this rate of speech.
- In Lesson 2, "Fast Talking," your agents will learn:
- 1. why people talk too fast,
- 2. what happens when people talk too fast, and
- 3. what it feels like to listen to a fast talker.
Lesson 3 - Slow Talking
Lesson 3 helps agents come to a better understanding of how slow talking affects the
customer. We'll provide examples of slow talkers so they know how it
feels to listen to this rate of speech.
- In Lesson 3, "Slow Talking," your agents will learn:
- 1. why people talk too slowly,
- 2. what happens when people talk too slowly, and
- 3. what it feels like to listen to a slow talker.
Lesson 4 - "Right Talking"
Agents need to hear what the optimal rate of speech sounds like.
- In Lesson 4, "Right Talking," your agents will learn:
- 1. what motivates them to speak at the appropriate rate, and
- 2. how to vary their rate of speech to accommodate the listener.
Lesson 5 - "Practicing Rate of Speech"
During this lesson, agents will have the opportunity to decide what
rate of speech is most appropriate for various customers.
Rate of Speech Post Test
Response Design's e-learning content is produced with Adobe Articulate Presenter.
The content runs on any Web server and any learning management system. For
organizations with learning management systems, Articulate Presenter creates
SCORM- and AICC-compliant content so learner results can be tracked.
To view Response Design's e-learning content, you will need:
- 1. Adobe Flash Player 6.0.79 or later (http://www.macromedia.com/go/getflash)
- 2. Intel® Pentium® 4, Intel Centrino®, Intel Xeon®, or Intel Core™ Duo (or compatible) processor
- 3. Microsoft® Windows® XP with Service Pack 2 or Windows Vista™ Home Premium,
Business, Ultimate, or Enterprise (certified for 32-bit editions)
- 4. 512MB of RAM (1GB recommended)
- 5. 1,024x768 monitor resolution with 16-bit video card
- 6. PC sound card
- 7. Optional: headphones
Web Browser Requirements
Any one of the following:
- Windows
- Windows 98:
- Microsoft Internet Explorer 5.x, Netscape 4.7, Netscape 7.x, Firefox 1.x, AOL 8, and Opera 7.11
- Windows 2000:
- Microsoft Internet Explorer 5.x, Netscape 4.7, Netscape 7.x, Firefox 1.x, CompuServe 7, AOL 8, and Opera 7.11
- Windows XP:
- Microsoft Internet Explorer 6.0, Netscape 7.x, Firefox 1.x, CompuServe 7, AOL 8, and Opera 7.11
- Macintosh
- Mac OS 9.x:
- Microsoft Internet Explorer 5.1, Netscape 4.8, Netscape 7.x, Mozilla 1.x, and Opera 6
- Mac OS 10.x:
- Microsoft Internet Explorer 5.2, Netscape 7.x, Mozilla 1.x, AOL 7, Opera 6, and Safari 1.0 (Mac OS 10.2x or later only)
- Linux
- Konqueror 3.3.1, Mozilla 1.7.3, Firefox 1.x
Ready to purchase? Click below to add products to your shopping cart:
After purchasing the products, you can begin your journey of unlimited benefits!
We look forward to partnering with you.
Download:
Product code: 10286: Answering Objections and Rate of Speech - Download (Both modules for a 10% Discount - 48MB Zip file): |
$74.97 |
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Product code: 10287: Answering Objections - Download (one module only - 24MB Zip file): |
$41.95 |
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Product code: 10288: Rate of Speech - Download (one module only - 24MB Zip file):
$41.95 |
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Important note for Download customers only:
When our modules are run from a local drive or from an Intranet location, individual browser security settings
may prevent the "Exit now" button from working. To exit a module, simply close the browser window or tab.
Response Design Site Hosting:
Product code: 10292: Answering Objections and Rate of Speech - Hosted (Both modules for a 10% Discount): |
$74.97 |
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Product code: 10293: Answering Objections Module - Hosted (one module only): |
$41.95 |
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Product code: 10294: Rate of Speech Module - Hosted (one module only): |
$41.95 |
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Articulate Online Hosting:
Product code: 10289: Answering Objections and Rate of Speech - Hosted (Both modules for a 10% Discount): |
$74.97 |
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Product code: 10290: Answering Objections Module - Hosted (one module only): |
$41.95 |
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Product code: 10291: Rate of Speech Module - Hosted (one module only): |
$41.95 |
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For Articulate Online Hosting only:
Add the following to your cart to purchase Articulate Online management and administration.
Update the quantity in the Shopping Cart to indicate the number of named learners who will be
accessing the lessons. After purchasing this, Response Design will send an e-mail requesting
the data required to set up your group account (including the name and email address of
each learner).
If you do not know the number of named learners at this time, you can return to this page
later to add this to your cart.
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Product code: 10295: Articulate Online six month hosting:
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$24.00 |
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We'll be glad to help. Call 609-398-3230 or
email Kay Jackson at kjackson@responsedesign.com
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