Curriculum Topics and Skill Sets

	Creating a Customer-Driven Culture Developing Strategic Alliances Marketing Strategies for Greater Success Positioning Your Organization for Success Creatively Differentiating Your Product Offerings
What is Quality? Critical Dynamics: Change, Quality, and Training Standards of Excellence Techniques for Self-Appraisal and Performance Improvement The Quality Communications Model
	The Differences Between Leadership and Management Leadership Styles The Leader’s Perspective on Sales and Marketing Attitude and Commitment Make the Difference Building Team Spirit Advanced Communication Skills for Managers
Building a Customer Service Culture Creating Exceptional Service Experiences Handling Customer Complaints and Discontent Turning Crises into Opportunities and Positive Results Managing and Exceeding Customer Expectations
	Personal Strategic Planning Being a Valuable Team Member How to Manage Your Time and Your Life Projecting an Image of Excellence Goal Setting
Defining the Five Customer Categories Finding and Developing Prospects Discovering Customers’ Real Needs Listening and Questioning Skills Value-Added Selling Skills Proposal Development and Delivery The Value-Price Perspective Gaining Customer Commitment
	Developing Negotiation Strategies Collaborative Negotiations for Expanded Opportunities Building a Problem-Solving Environment Behavioral Styles and Relationship Strategies