Commercial Skills: Negotiation, Sales, Customer service

This course is part of Essential Professional Skills: Complete Guide Specialization

Instructor: Chris Croft

Included with

Learn more

4 modules

Gain insight into a topic and learn the fundamentals.

8 hours to complete

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

8 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Build practical skills in negotiation, sales, customer service, and networking that can be applied immediately in real business situations.
Communicate more confidently, strengthen professional relationships, and improve your ability to influence outcomes and create value.

Details to know

Shareable certificate

Add to your LinkedIn profile

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

Build your subject-matter expertise

This course is part of the Essential Professional Skills: Complete Guide Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 4 modules in this course

Strong commercial skills are essential for succeeding at all stages of your career. This course is taught by world renowned business trainer Chris Croft, and is delivered through short, bite-sized videos packed with practical techniques. This engaging course brings together four of the most important commercial skill sets: negotiation, sales, customer service, and networking - and is designed to be applied immediately in your workplace

Learners will discover how to negotiate more effectively, build stronger customer relationships, improve sales conversations, and develop valuable professional networks. The focus throughout is on practical action rather than theory. Each module provides clear, proven methods that help participants communicate with greater confidence, influence outcomes positively, and achieve better results in their day-to-day roles. Perfect for those looking to improve customer interactions, increase sales effectiveness, strengthen business relationships, or become a more confident negotiator, this course is a toolkit of essential commercial skills that can be used immediately. Ideal for professionals at all levels who want to improve their commercial impact and contribute more effectively to business success.

What's included

10 videos7 readings2 assignments

10 videosTotal 15 minutes

Why Most People Fail to Negotiate (And How to Start Asking for More)1 minute
Beyond Yes or No: Finding Better Outcomes Through Negotiation1 minute
Your Walk-Away Point: The Most Important Rule in Negotiation1 minute
How to Prepare for a Negotiation Like a Professional1 minute
The Power of Plan B: Your Greatest Source of Negotiating Strength1 minute
Opening Offers: How to Anchor the Negotiation in Your Favour2 minutes
The Flinch2 minutes
How to Make Concessions Without Giving Away Value2 minutes
The "If You... Then I..." Formula for Better Deals2 minutes
How to Recognize and Defend Against Last-Minute Requests2 minutes

7 readingsTotal 70 minutes

Why are Negotiation Skills Important?10 minutes
What is a win-win negotiation?10 minutes
How to get a list of your negotiation tradeables10 minutes
The negotiating sweet spot10 minutes
My views on anchoring10 minutes
How the Flinch works10 minutes
Instant guide to negotiation10 minutes

2 assignmentsTotal 60 minutes

Recapping your learning30 minutes
Negotiation30 minutes

What's included

12 videos6 readings2 assignments

12 videosTotal 20 minutes

The real objective of selling1 minute
Why people Buy2 minutes
Finding common ground1 minute
How a sale is decided in the first 10 seconds2 minutes
How to be a great listener1 minute
Adjusting to different types of customer3 minutes
How to identify and build needs1 minute
Features vs Benefits2 minutes
Handling objecting by Peeling the Onion2 minutes
Handling objections by FFF2 minutes
What is your favourite Close?2 minutes
The secret to future sales1 minute

6 readingsTotal 60 minutes

The only three reasons you lose the sale10 minutes
5 Listening Skills That Will Improve All of Your Relationships10 minutes
Understanding Features and Benefits in detail10 minutes
Using Features and Benefits in real life10 minutes
Not obvious about Selling10 minutes
Instant guide to selling10 minutes

2 assignmentsTotal 60 minutes

Untitled30 minutes
What have you learnt about Sales?30 minutes

What's included

10 videos6 readings1 assignment

10 videosTotal 17 minutes

Why Customer Service Matters1 minute
Prevent Customer Loss2 minutes
Build Reliability1 minute
Positive Customer Experiences1 minute
The Hidden Cost of Unhappy Customers2 minutes
Delight Customers1 minute
Improving Customer Experience3 minutes
Survey Customers to Improve Service Quality2 minutes
Build Customer Service into Recruitment and Culture2 minutes
Mystery Shopping2 minutes

6 readingsTotal 60 minutes

The value of customer retention10 minutes
Designing your email footer10 minutes
The statistics of unhappy customers10 minutes
Calculating queue lengths10 minutes
Working at full capacity10 minutes
Surveying your customers10 minutes

1 assignmentTotal 30 minutes

Review your customer service level30 minutes

What's included

10 videos2 readings2 assignments

10 videosTotal 9 minutes

Having a smart appearance1 minute
What time should you arrive?0 minutes
Is it OK to eat or drink?1 minute
Try to meet everyone1 minute
How to take notes effectively1 minute
What is your approach line?1 minute
Designing your Elevator Pitch1 minute
It's all about THEM1 minute
How to maximise your time1 minute
Keeping in contact afterwards1 minute

2 readingsTotal 20 minutes

Business Networking – Tips, Tricks, and Techniques10 minutes
10 practical tips10 minutes

2 assignmentsTotal 60 minutes

Finessing your elevator pitch30 minutes
Networking30 minutes

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Chris Croft

Chris Croft Training

21 Courses1,749 learners

Offered by

Chris Croft Training

Explore more from Business Essentials

Chris Croft Training
Problem Solving, Decision Making, and Creativity
Course
Chris Croft Training
Personal Effectiveness: Time Management, Goals, Efficiency
Course

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Unlock access to 10,000+ courses with a subscription
Advance your career with an online degree
Earn a degree from world-class universities - 100% online
Join over 4,700 global companies that choose Coursera for Business

Frequently asked questions

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Specialization, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.