Overview

Google, IBM & Meta Certificates – 40% Off

One plan covers every Professional Certificate on Coursera.

This course explores how ethical influence, empathy and trust shape responsible sales relationships. Learners examine how ethical judgement supports long-term credibility and how responsible influence helps buyers feel respected, informed and confident. The course begins by exploring the principles of ethical business behaviour and how integrity, transparency and accountability affect customer trust. Learners then develop active listening skills that help them build rapport, understand buyer concerns and create more constructive conversations. The course also examines how emotional intelligence and customer empathy strengthen relationships, reduce friction and support better sales outcomes. Learners consider how empathy-led customer strategies can improve trust, loyalty and long-term relationship value. By the end of the course, learners will be able to apply ethical judgement, practise active listening and use empathy-led sales behaviours to influence responsibly, build trust and support long-term customer relationships with integrity.

Syllabus

Business Ethics: Build An Ethical And Sustainable Culture To Futureproof Long-Term Success

This module introduces the ethical principles that support responsible influence, transparent communication and long-term business trust. You will explore how ethical decision making helps sales professionals balance commercial goals with fairness, honesty and customer wellbeing. By understanding the risks of pressure, manipulation and unclear communication, you will learn how to influence buyers in ways that protect trust and support sustainable relationships.

Communication Skills: Improve Your Active Listening Skills To Cultivate Trust, Rapport And Respect

This module focuses on active listening as a foundation for ethical influence and buyer trust. You will learn how to listen with attention, ask more thoughtful questions and respond in ways that help buyers feel understood and respected. By strengthening your listening skills, you will be better equipped to uncover real needs, reduce resistance and guide conversations with empathy and clarity.

Customer Experience: Cultivate Strong Relationships Using Emotional Intelligence To Improve Sales

This module explores how emotional intelligence strengthens buyer relationships and improves the quality of sales conversations. You will examine how self-awareness, empathy and emotional regulation help you respond effectively to buyer concerns, tension and uncertainty. By applying emotional intelligence in sales interactions, you will learn how to build stronger connections, maintain credibility and support more positive customer experiences.

Customer Experience: Build An Empathetic Customer Strategy To Attract And Retain Clients

This module shows how empathy can shape customer-centred sales strategies that attract, support and retain buyers over time. You will explore how understanding customer needs, expectations and emotional drivers can improve trust, loyalty and long-term value. By applying empathy-led thinking, you will learn how to align commercial outcomes with buyer confidence, relationship quality and responsible selling.