Slides to accompany a bite-size training session on communicating effectively on the telephone - both inbound and outbound. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
Mobile phones have become a part of our life as good as an organ in our body. But seldom we think that, we need to have some etiquette for the usage of mobile phones
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
In this presentation the cold calling process is explained by bifurcating the cold calling process into 6 segments with the relevant examples to make it more interesting.
The presentation is for education purpose only & the matter taken for preparing presentation was from Wikipedia & you tube.
To watch this presentation in video format: http://www.youtube.com/watch?v=FhOXQ0NkgTI
Mobile phones have become a part of our life as good as an organ in our body. But seldom we think that, we need to have some etiquette for the usage of mobile phones
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
In this presentation the cold calling process is explained by bifurcating the cold calling process into 6 segments with the relevant examples to make it more interesting.
The presentation is for education purpose only & the matter taken for preparing presentation was from Wikipedia & you tube.
To watch this presentation in video format: http://www.youtube.com/watch?v=FhOXQ0NkgTI
Customer Service A GAME CHANGER,The Role of the Receptionist,Essential Skills and Duties,The Factors of The Voice,Professional Handling of Incoming Calls,Dealing with Anger,Communication,Why Communication Goes Wrong
Getting Communications Across, Personal Communication Style
Telephone is a backbone of business communication.One's business can't be able to have much profit without business telephoning.Telephoning bring people together from all over the organization at a fraction of the cost of travel and meeting facilities.Short of talking with someone face-to-face, a phone call is the best way to get a personal response. With other forms of communication, such as text or email, you leave a message and hope for a quick response. So, the telephones are the best way to quick response.
Inclusive customer interviews make it your friday taskTed Drake
Customer research has been a core part of Intuit from the earliest days of the company. In the 1980’s Intuit engineers would hang out at computer stores to find people buying Quicken software and ask if they could follow them home to watch their installation process to learn
about pain points and opportunities. Kurt Walecki, Intuit VP of Design, described the importance:
From the very beginning, Intuit has done user research both to understand how customers are using their current products and to identify customers’ unmet needs, allowing them to introduce new products to the market to satisfy them.
Every product and team at Intuit uses customer research and interviews to design and build products and new functionality. Intuit’s use of Lean Startup includesthe mantra “fall in love with
the problem, not the solution”
.
The goal is to understand the customer’s pain points and missed opportunities first, expand on the problem, build prototypes, continually review with the customer to test solutions, and then promote it to a product feature. This customer focus ensures the product grows with useful features and doesn’t bloat with unnecessary technology.
4 Steps to Running an Awesome Conference CallVast Conference
Are you hosting a conference call? Check out our pro tips & script examples to run a professional, effective call. Feel prepared and ready with these recommendations for creating a welcoming and successful conference call.
Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1Strong Leadership and Strate
Slides to support an interactive bite-size training session that teaches line managers how to train their teams in practical tasks 'on-the-job'. The slides are NOT the training session - more details can be found at http://www.power-hour.co.uk/trainingmaterialsshop/prod_3591558-Deliver-OntheJob-Training-NEW.html
Slides to support an interactive bite-size training session on leading a team from a distance (remote management). the slide show is NOT the training, but it does give an indication of what is covered.
Slides that support an interactive workshop on empowering teams and being an empowered leader. the slides are merely visual aids for the session, but are offered as a guide to what is contained in the training.
Slides to accompany a bite-size training session on overcoming objections in a sales situation. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on handling complaints professionally. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on customer service - ideal for anyone new to a front-line role. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on preparing for and managing effective meetings. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on planning your time to make best use of what you have available. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on how to motivate and engage people at work. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on how to minimise and manage the impact of change at work. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on handling difficult people. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
Slides to accompany a bite-size training session on assertiveness. Full training materials including Session Leaders Notes, Delegate Workbook and any Activity handouts can be purchased licence-free from http://www.power-hour.co.uk/trainingmaterialsshop. Prices start from £30 + VAT
A taster of a bite size training session available at http://www.power-hour.co.uk examining what stops you from delegating, as well as what and why you should delegate
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Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
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Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
2. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
By the end of the Power Hour you will be able to:
• Open or answer a call professionally
• Structure a call to retain control and make sure that
it achieves its objectives
• Close and follow up a call effectively
3. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
The Structure of a Telephone Call
• Greetings
• Identification of
the nature of
the call
Beginning
• Exploration of
issues
• Supply of
information
Middle • Summary/
agreement of
next actions
• Sign off
End
4. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011
Opening/Answering a Call
Outbound
• Say who you are
• Check who you are talking
to
• State the reason for the call
• Ask if it is convenient for the
other person to talk
Inbound
• Answer the call within 4
rings
• Answer with a short, but
professional greeting
• Clearly state your name (&
dept in large companies)
• Go through the relevant
data protection questions (if
required)
6. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Structuring a Call: The Funnel Technique
Useful for
GATHERING
information
Open Questions
to allow the other person to express
themselves in their own way
Probing Questions to enable
you to get a better
understanding
Open Specific and
Reflective
Questions to check
the details
Closed
Questions to
gain
agreement
7. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Structuring a Call: TEA
Useful for
PROVIDING
information
Tell
• The purpose
of your call
Explain
• The subject
that you
want to
discuss
Ask
• For a
specific
response
9. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Signposting and Controlling a Call
Signposts are words and phrases such as:
• We’ll start by discussing X, and then move onto looking into Y
• Now we’ve got those details, we can move on to look at X
• Thank you for that, now I’d like to discuss Y
• OK, there’s just two more things I need to tell you about now;
X and Y
• You’ve been so helpful, we just have another 5
minutes, and then we’ll be finished
• I’m going to put you on hold for a few minutes
whilst I speak to my colleague about this
10. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training MaterialsTrain the Trainer Oct 2011
Signposting and Controlling a Call
DO
• Remain polite at all times
• Acknowledge their concerns/issues
• Reassure them
• Explain why you need to do certain
things
• Focus on their situation and their
outcomes. They don’t care about
your process/system
• Refer back to things already
discussed/agreed
• Focus on solving the problem/dealing
with the query
DON’T
• Lose your patience or temper
• Get angry that the other person
doesn’t understand your system
• Be sarcastic
• Blame the customer
• Be too passive
• Fob the caller off
• Transfer them
without good reason
or warning
11. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
Closing a Call
Look for a natural end to
the conversation when
the ‘business’ part of the
call is over.
Summarise key points.
Check that the other
person has covered
everything that they
wish to.
Use phrases such as
“Thank-you for your
time” to signal that you
feel the call is complete.
Remain polite.
Be assertive if you have
to. It’s OK to say “I really
have to go now”.
Use your voice tone to
emphasise that the call
is at an end.
Make sure that other
person has your contact
details for the future (if
appropriate).
Update your
notes/records.
Schedule any follow-up
action.
Do (or diarise) any
actions that you have to
take as a result of the
call.
Speak to anyone else
who may be affected by
the outcome of the
conversation.
13. Communicate on the
Telephone
Http://www.power-hour.co.uk – Bite Size Training Materials 2012
These slides have been produced as an optional
resource to support a Bite-Size Training session on this
subject.
A full set of materials, including detailed Session
Leader’s Guide, Delegate Workbook and supporting
activities can be purchased from our Training Shop
Our Training materials are licence-free, but are for use
by the purchaser only.
They CANNOT be passed or sold on.