Customer Experience Management
Your Strategic Plan for Lifetime Loyalty, Growth and Profitability
Success in business is measured in terms of attracting – and keeping – repeat and referral profitability. The key element to achieving that is customer loyalty. Your customers expect and deserve exceptional experiences that differentiate your business from the competition. Treated with genuine caring and fairness, they will reward you with their loyalty for a lifetime.
The course explores a full-circle, integrated strategic game plan you can easily customize to manage your own customer experience program. Clearly identified and defined, five strategies work in concert to prepare you to meet and exceed your customers’ expectations for value and great service. With rewarding customer experiences, you’ll earn the loyalty you need to sustain your business and profitability for a lifetime.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Wed Mar 24 & 31 10am – 12Noon REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Fusion Marketing
The Spirit of Cooperation in the COVID-19 Era & Beyond
Fusion Marketing is one of the most underused, inexpensive, and effective methods of Guerrilla Marketing. Jay Conrad Levinson, the Father of Guerrilla Marketing, revolutionized marketing through strategies-based time, energy and imagination. Imagination is the operative word in Fusion Marketing, a theory grounded in cooperation and using a wide range of marketing vehicles to communicate a brand’s intended message. You’ll discover how Fusion Marketing has the power to explode your marketing exposures to attract more customers and greater profitability.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Wed April 7, 10am – 12Noon REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Business by the Numbers – Webinar
SB738 – 2 hours
This course offers foundational information about important financial practices and planning, including key accounting and tax considerations, for the new business owner. Don’t be caught by surprise. This practical overview provides an understanding of how to strategically manage the financial aspect of your operation from the start, as you plan for your new business.
Instructor: Karen Katcher, MBA, Katcher Associates
Course fee: FREE
Registration is required.
Wed, Feb 10, 6-8pm — REGISTER FOR THIS DATE
Wed, Mar 10, 6-8pm — REGISTER FOR THIS DATE
Wed, Apr 7, 6-8pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Create Video for Your Business– Webinar
SB406 – 3 hours
From planning to production to distribution, learn the basic skills and tools you’ll need to create professional video content to promote your brand and publish it online.
Instructor: Roland Reinhart, Reinhart Marketing
Course fee: FREE
Registration is required
Wed, Apr 7, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Mastering the Mental Side of Business – Webinar
SB427 – 3 hours
The way you think will impact the way you run your business. In this class, we will teach you how to set goals and create achievable plans, how to handle the inevitable challenges and setbacks you’ll face along the way building your business. Confidence is key to your success. Learn how to build your confidence in any situation, work through habits and fears that can hold you back, and create a support system that will help lead you to success.
Instructor: Karen Auld, Certified Success Coach
Course fee: FREE
Registration is required.
Thu, Feb 11, 6-9pm — REGISTER FOR THIS DATE
Thu, Mar 11, 6-9pm — REGISTER FOR THIS DATE
Thu, Apr 8, 6-9pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Crowdfunding: A New Alternative to Raising Working Capital – Webinar
SB731 – 3 hours
Crowdfunding has become a great alternative for small business owners to raise working capital for their business ventures. Our workshop will help participants understand the principles associated with building successful Crowdfunding campaigns and will show you how to use Crowdfunding to finance your goals.
Instructor: Carla Fallone, MBA, Fallone Business Resources
Course fee: FREE
Registration is required.
Mon, Apr 12, 6-9pm — REGISTER FOR THIS DATE
Wed, Jun 2, 6-9pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Positioning and Branding for Minority Businesses – Webinar
SB764– 22.5 hours
The goal of this nine-session course is to aid minority entrepreneurs in strengthening their competitive advantage by leveraging proven positioning and brand development strategies, as well as increasing awareness of opportunities for inclusion in supplier diversity programs. Intensity of competition is the driving force affecting the performance of every level of management today, whether it is a small retail outlet, a service firm, or a dominant multinational corporation. A business’ survival depends on how well its product or service is positioned to satisfy important customer needs; how it differentiates itself from competitors; and how well it builds consumer loyalty, market leadership, and profitable growth. This discipline of positioning and brand development is a must for minority business owners who face the challenge of growing their businesses while remaining competitive.
The nine-week class will be an interactive experience focused on teaching minority entrepreneurs how to leverage these times of uncertainty and opportunity to increase their business capacity, as well as help improve their brand identities and maximize resources.
Instructor: LaNella Hooper-William, Hooper Williams Communications
Course fee: FREE
Registration is required
Tue, Apr 13, 20, 27, May 4, 11, 18, 25, Jun 1 & 8, 6-8:30pm REGISTER FOR 9-SESSION CLASS
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Overcoming Procrastination – Webinar
SB475 – 3 hours
Do you put the “pro” in procrastination? Join Certified Success Coach, Karen Auld, to learn her 4-step process to get into action and say goodbye to your procrastinating habits. Don’t procrastinate in signing up for this great class.
Instructor: Karen Auld, Certified Success Coach
Course fee: FREE
Registration is required.
Thu, Apr 22, 6-9pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Fundamentals of Small Business Accounting – Webinar
SB290- 6 hours
If you are, or intend to be, a small business owner you must master accounting terminology and bookkeeping concepts in order to run a successful business. It’s all about the numbers. This webinar will help you understand how to post and evaluate the numbers that your business generates.
Instructor: Carla Fallone, MBA, Fallone Business Resources
Course fee: FREE
Registration is required.
Mon/Wed, Apr 26 & 28 6 – 9: pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Doing Business with the Federal Government – Webinar
SB279 – 3 hours
The US Federal Government is the largest buyer of goods and services in the world. Learn the types of products and services it procures and how to tell if the government is buying what your business is selling.
Instructor: Small Business Administration (SBA)
Course fee: FREE
Registration is required.
Mon, May 3, 10am-1pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
QuickBooks Online Set up and A/R and A/P – Webinar
SB281 – 9 hours
In a simulated business environment learn how to manage both the Customers/Sales and Vendors/Expenses capabilities in QuickBooks. Perform and practice Accounts Receivable and Accounts Payable transactions and reporting. Prerequisite: Fundamentals of Small Business Accounting.
Instructor: Carla Fallone, MBA, Fallone Business Resources
Course fee: FREE
Registration is required.
Mon/Tue/Wed, May 3, 4 & 5, 6-9 pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Federal Small Business Certifications – Webinar
SB208– 3 hours
This seminar will discuss the federal procurement 8(a) Business Development Program, HUBZone Empowerment Contracting Program and Women-Owned Small Business (WOSB) and Economically Disadvantaged Women-Owned Small Business (EDWOSB) set-aside programs.
Instructor: Small Business Administration (SBA)
Course fee: FREE
Registration is required.
Mon, May 10, 10am-1pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Business Plan 101 – Webinar
SB747– 3 hours
Entrepreneurs need customized business plans − a fundamental tool for determining the viability and potential for business ideas. In an aggressive marketplace, business plans serve as game plans that help established businesses sustain momentum and profitability. Attendees explore the benefits of business plan templates.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Mon, May 10, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Networking 101 – Webinar
SB746– 3 hours
It’s not what you know or who you know . . . it’s who knows you. Online and off-line networking will increase your sphere of influence, establish your brand identity, build trust, generate word-of-mouth, and attract business opportunities. Learn to write and deliver an attention-getting “elevator speech.” Start networking immediately: bring your business cards and brochures to class.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Wed, May 12, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Marketing 101 – Webinar
SB749– 3 hours
Marketing is about getting people interested in your company’s product or service. Marketing builds brand identity and trust, gives people reasons to buy, and validates the buying decision. Marketing gets people ‘knocking on your door,’ then your selling skills take over!
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Mon, May 17, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Market Analysis 101 – Webinar
SB748 – 3 hours
Market analysis is critical for making the best business decisions, planning strategically to launch your business and sustaining an established company. You’ll learn how to collect and analyze data about your industry, advancements in technology, competitive activity, and target market profiles.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Wed, May 19, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Selling 101 – Webinar
SB750 – 3 hours
No one is a born salesperson, yet we all live by selling something. Those who are motivated and committed can achieve success by learning the basics of customer relationship management and steps in the ‘Anatomy of a Sale.’ Through instruction, visual guidelines and role play, the anxiety and fear of selling disappears. You’ll discover a selling system that is easy to follow to achieve your goals and to earn sales.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Wed May 26, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Crowdfunding: A New Alternative to Raising Working Capital – Webinar
SB731 – 3 hours
Crowdfunding has become a great alternative for small business owners to raise working capital for their business ventures. Our workshop will help participants understand the principles associated with building successful Crowdfunding campaigns and will show you how to use Crowdfunding to finance your goals.
Instructor: Carla Fallone, MBA, Fallone Business Resources
Course fee: FREE
Registration is required.
Mon, Apr 12, 6-9pm — REGISTER FOR THIS DATE
Wed, Jun 2, 6-9pm — REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Maximize Your Trade Show Investment – Webinar
SB730 – 3 hours
Don’t underestimate the value of trade show and event marketing – the most powerful tools in your marketing mix for uncovering and landing new business opportunities. Find out what you don’t know about trade shows and how to choose your exhibit space, budget time and resources, promote your participation (before, during and after), increase booth traffic, capture the interest of those passing by (in less than 7 seconds), qualify visitors, and get the best follow-up results.
Instructor: Vicki Lynne Morgan, Russmor Mentoring Group
Course fee: FREE
Registration is required.
Thu Jun 3, 6-9pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Selling in the “New Normal” – Webinar
4 hours (2 2-hour sessions)
This course will focus on the concerns which many small businesses identify as challenges to achieving their goals in an environment when selling virtually has become a mandatory part of their daily activities. Many companies are looking for assistance in the sales enablement, sales execution and sales operation components of their business. The success of small businesses will be their ability to hone skills, train their team and make the sales experience memorable for their customers.
Upon the completion of the course small business owners will gain an understanding of during virtual interactions with sellers, what factors have the greatest influence on the purchase decisions. Areas of focus will address the concerns that buyers have of sellers to include but not limited to the following:
- Buyers lack of confidence in sellers skill at leading a thorough needs discovery virtually
- Buyer’s concern with the seller’s inability at showing them what’s possible or how to solve a problem
- Buyers belief that sellers are not competent listeners
- Buyers inability to effectively make the ROI case when selling virtually
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University
Course fee: FREE
Registration is required.
Tue June 22 & 27 1pm – 3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Selling in the “New Normal” – Webinar
4 hours (2 2-hour sessions)
This course will focus on the concerns which many small businesses identify as challenges to achieving their goals in an environment when selling virtually has become a mandatory part of their daily activities. Many companies are looking for assistance in the sales enablement, sales execution and sales operation components of their business. The success of small businesses will be their ability to hone skills, train their team and make the sales experience memorable for their customers.
Upon the completion of the course small business owners will gain an understanding of during virtual interactions with sellers, what factors have the greatest influence on the purchase decisions. Areas of focus will address the concerns that buyers have of sellers to include but not limited to the following:
- Buyers lack of confidence in sellers skill at leading a thorough needs discovery virtually
- Buyer’s concern with the seller’s inability at showing them what’s possible or how to solve a problem
- Buyers belief that sellers are not competent listeners
- Buyers inability to effectively make the ROI case when selling virtually
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University
Course fee: FREE
Registration is required.
Tue June 22 & 27 1pm – 3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Sales Skills of the Best of the Best – Webinar
4 hours (2 2-hour sessions)
COVID–19 has intensified the need in ensuring that each sales engagement results in an outcome that positively advances the sales process. The question arises as to how do a few sales associates consistently achieve and exceed their sales objectives and others just don’t seem to be able to make things happen?
The Pareto Principle indicates that 80% of a company’s sales quota is being fulfilled by 20% of the company’s sales associates. The answer is clear that the Best of the Best have mastered specific skills and use them daily without exception. The positive is that even mediocre salespeople can become top performers through acquiring proven techniques to help them sell.
This workshop will focus on the sales skills that the Best of the Best utilize on a consistent basis to result in sustainable sales success. Prior to the completion of this workshop, participants will be provided with the understanding of the importance of the proposition of Value Selling versus Product Selling. Value Selling is the fundamental methodology utilized by the Best of the Best and should become a primary element of each sales associate on your sales team. The areas of focus will include but not be limited to the following:
• Critical “Soft Skills”
• Value Selling
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University.
Course fee: FREE
Registration is required.
Tue July 6 & 13 1pm – 3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Sales Skills of the Best of the Best – Webinar
4 hours (2 2-hour sessions)
COVID–19 has intensified the need in ensuring that each sales engagement results in an outcome that positively advances the sales process. The question arises as to how do a few sales associates consistently achieve and exceed their sales objectives and others just don’t seem to be able to make things happen?
The Pareto Principle indicates that 80% of a company’s sales quota is being fulfilled by 20% of the company’s sales associates. The answer is clear that the Best of the Best have mastered specific skills and use them daily without exception. The positive is that even mediocre salespeople can become top performers through acquiring proven techniques to help them sell.
This workshop will focus on the sales skills that the Best of the Best utilize on a consistent basis to result in sustainable sales success. Prior to the completion of this workshop, participants will be provided with the understanding of the importance of the proposition of Value Selling versus Product Selling. Value Selling is the fundamental methodology utilized by the Best of the Best and should become a primary element of each sales associate on your sales team. The areas of focus will include but not be limited to the following:
• Critical “Soft Skills”
• Value Selling
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University.
Course fee: FREE
Registration is required.
Tue July 6 & 13 1pm – 3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Removing the Road Blocks – Webinar
4 hours (2 2-hour sessions)
Most managers and executives have a strong preference to have their sales associates participate in face to face negotiations. COVID-19 has created a paradigm shift. Research shows that those who negotiate online are less likely to gain a YES outcome. It’s partially because most negotiations contain two motivations, a cooperative element and a more obvious competitive element. Those mixed emotions often times produce tension. Virtual negotiations escalate the tension at a higher level due to an inability to “read” the person.
The good news is that there are practical steps that can be executed to improve the possibility of getting a YES response for the members of your team. During the workshop tactics which support achieving Winning Negotiations and Getting to Yes more consistently will be shared with the participants. The course content will include but not be limited to the following:
• Challenges to consider when conducting virtual negotiations
• Practical methods for success in a virtual negotiation
• Tactics to Remove Road Blocks associated with online negotiations and turn them into advantages
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University
Course fee: FREE
Registration is required.
Tue July 20 & 27 1pm-3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu
Removing the Road Blocks – Webinar
4 hours (2 2-hour sessions)
Most managers and executives have a strong preference to have their sales associates participate in face to face negotiations. COVID-19 has created a paradigm shift. Research shows that those who negotiate online are less likely to gain a YES outcome. It’s partially because most negotiations contain two motivations, a cooperative element and a more obvious competitive element. Those mixed emotions often times produce tension. Virtual negotiations escalate the tension at a higher level due to an inability to “read” the person.
The good news is that there are practical steps that can be executed to improve the possibility of getting a YES response for the members of your team. During the workshop tactics which support achieving Winning Negotiations and Getting to Yes more consistently will be shared with the participants. The course content will include but not be limited to the following:
• Challenges to consider when conducting virtual negotiations
• Practical methods for success in a virtual negotiation
• Tactics to Remove Road Blocks associated with online negotiations and turn them into advantages
Instructor: Ron Jones, Adjunct Professor, Marketing and Professional Sales, Cotsakos College of Sales, William Paterson University
Course fee: FREE
Registration is required.
Tue July 20 & 27 1pm-3pm REGISTER FOR THIS DATE
Questions? Contact the SBDC office: Phone: (908) 526-1200 x8516 Email: sbdc@raritanval.edu