Overview

This foundational course sets the stage for mastering sales in the modern era by combining traditional techniques with cutting-edge AI tools. Participants will dive into the essentials of the sales process, starting with an exploration of basic sales principles, including identification of sales stages, channels, and approaches. The integration of Microsoft Copilot will be introduced as a transformative digital workflow partner that augments these traditional steps. Participants will learn to map sales processes manually and then use Copilot to enhance efficiency, comparing both methods to understand where AI adds the most value. Learners will also be introduced to communication techniques crucial for sales success, employing AI to enhance verbal and non-verbal communication skills. Personalized content creation becomes a focal point, as participants leverage AI to craft unique sales messages tailored to customer needs. Through various activities, learners will construct a foundational understanding of how AI can streamline sales operations, preparing them for more advanced applications in later courses.

Syllabus

Administrative and Clerical Competencies

Administrative and Clerical Competencies introduces learners to the fundamental administrative and organizational skills required for successful account management. Students will develop competencies in digital file management, professional scheduling practices, and strategic business thinking while leveraging Microsoft Copilot to enhance productivity and streamline workflows. Through hands-on activities and practical applications, learners will build the foundational skills necessary for managing customer interactions, organizing information systems, and applying business acumen to support account management excellence.

Communication Skills for Account Managers

Communication Skills for Account Managers develops essential communication competencies that enable account managers to build strong client relationships, manage customer inquiries effectively, and create strategic engagement plans across multiple communication channels. Students will master both oral and written communication techniques while leveraging Microsoft Copilot to enhance message clarity, generate professional responses, and optimize client interaction strategies. Through practical exercises and real-world applications, learners will develop the communication excellence that distinguishes exceptional account managers.

Utilizing Productivity Tools

Utilizing Productivity Tools explores how productivity tools and generative AI can transform account management efficiency and service quality. Students will develop proficiency with essential software applications, learn workflow optimization techniques, and discover practical AI applications that enhance their professional capabilities while maintaining human oversight and critical thinking.

Foundations of Customer Service

Foundations of Customer Service introduces essential customer service principles and relationship-building techniques that form the foundation of successful account management. Students will explore core service excellence philosophies, systematic approaches to building lasting client relationships, and problem-solving methodologies that transform challenges into opportunities for strengthening partnerships. Through practical applications and AI-assisted tools, learners will develop skills in creating service standards, managing difficult situations professionally, and building authentic professional relationships that drive long-term account success.