Tertiary Catalogue

Sales, Marketing and Procurement


SWOT Analysis

SWOT Analysis

Strategic Tools for Business

In business, a thorough understanding of an organisation’s strengths, weaknesses, opportunities and threats in both internal and external environments is crucial. This video introduces the SWOT analysis and how it can be a helpful evaluative...Show More
Lewin's Force Field Analysis

Lewin's Force Field Analysis

Strategic Tools for Business

Successful businesses must continually adapt, and change requires a deep understanding of driving and restraining forces. This video examines Lewin’s Force Field analysis and how it can be used to evaluate whether change is feasible. Through a...Show More
PESTLE Analysis

PESTLE Analysis

Strategic Tools for Business

Although external factors are outside of a business’ control, it is still important for them to consider political, economic, social, technological, legal and environmental/ethical factors. This video explores the PESTLE analysis and how it can...Show More
Porter's Generic Strategies

Porter's Generic Strategies

Strategic Tools for Business

A competitive advantage is highly valuable in business and choosing between a cost/differentiation or leadership/focus strategy can be a way of achieving this. This video introduces Porter’s Generic Strategies and how they are helpful for...Show More
Needs and Objections

Needs and Objections

Sales Essentials

Chapter 1: Ask Questions Ask open questions. Keep control of the interview. Chapter 2: Research The customer. The product. The relationship. Chapter 3: Set Objectives Prepare alternatives. Look for other customers for your products. Look for...Show More
Control and Close

Control and Close

Sales Essentials

Chapter 1: Closing the Sale Watch for buying signals. Ask for the order. Then keep your mouth shut. Chapter 2: Explain the Benefits Sell the benefits, not features. Relate the product to the customer's needs. Chapter 3: Meet...Show More
Difficult Sales

Difficult Sales

Sales Essentials

Chapter 1: The Dictator Dictators hold strong opinions that you’re not going to change. Encourage them to talk. Don’t interrupt – let them reveal their prejudices. Their vanity can be used to close a sale. Chapter 2: The Ditherer The key...Show More
Consultant Selling

Consultant Selling

Sales Essentials

Chapter 1: Being a Consultant When you’re selling a service rather than a product, it’s even more important to build confidence and trust with your client. Try to identify their uncertainties, and help remove them through information and...Show More
Closing Sales

Closing Sales

Sales Essentials

Chapter 1: Keep Trying Know what you’re going to say when you close – prepare your closes. If your first close fails, use recovery lines to get back on track. Persist by chasing up opportunities, expanding offers and keep the door open to new...Show More
Making Your Case

Making Your Case

Influencing Essentials

Chapter 1: Three Charms; But Four Alarms. If you don’t have enough arguments to support your case you risk coming across as half-hearted. But too many arguments can actually undermine your success. Remember: three claims will charm, but four...Show More
Using Similarity

Using Similarity

Influencing Essentials

Chapter 1: Highlight Similarities First People prefer to be persuaded by people who are like them and who do like them. People are much more likely to say ‘yes’ to people that they share similar backgrounds, experiences and values with. Look...Show More
Negotiating Tactics

Negotiating Tactics

Influencing Essentials

Chapter 1: The Home Team Advantage Negotiating in familiar surroundings can boost your confidence.But negotiating in unfamiliar surroundings (like your opponent’s office) can reduce it. One way to improve your negotiation outcomes is to suggest...Show More
Negotiating: Tying the Knot

Negotiating: Tying the Knot

Influencing Essentials

Chapter 1: See-Saws and Trade-Offs When you start your negotiation, pitch high. Don’t give anything away without gaining something in return – in other words, trade, don’t concede. When you’re hearing terms, don’t agree to separate...Show More
Less Is More

Less Is More

Influencing Essentials

Chapter 1: The Rule of the Rare People want more of the things that seem less attainable. Focus on the features of your offer that are genuinely unique or rare. Limiting the number of options or availability signals scarcity and increases...Show More
Helping Hands

Helping Hands

Influencing Essentials

Chapter 1: Ask 'Who Can I Help?' People feel more obliged to give back to people who have given them something first. Before trying to influence someone ask, “How can I help this person?” You are most powerful after you are thanked for help...Show More
Being a 'People Person'

Being a 'People Person'

Influencing Essentials

Chapter 1: Positive Labelling Research shows that assigning a trait, attitude, or other desirable label to a person can increase the chances they will behave in a way that is consistent with that label. The strategy is most effective if you label...Show More
Achieving Goals and Commitments

Achieving Goals and Commitments

Influencing Essentials

Chapter 1: Use Ranges to Motivate People When pursuing goals people tend to focus on two things: achievability and challenge. Single number goals (e.g. open 3 new accounts this week) are either achievable, challenging or a compromise in-between....Show More
When Things Go Wrong

When Things Go Wrong

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
After Sales

After Sales

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Service for Sales

Service for Sales

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Online Customers

Online Customers

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Customers on the Phone

Customers on the Phone

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Communicating Effectively

Communicating Effectively

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More
Advising the Customer

Advising the Customer

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. In this...Show More
Customer Types

Customer Types

Customer Service Essentials

It’s often said that Customer Service isn’t a department, it’s an attitude. The behaviour of front-line staff defines the reputation of any organisation – big or small – which makes it all the more important to get it right. Help your...Show More