What is the Certified Telesales and Lead Management Expert?

The Certified Telesales and Lead Management Expert is a globally recognised professional certification by the Global Leadership Institute (GLI), designed to equip professionals with advanced competencies in Sales & Marketing.

How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Foundation Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Telesales and Lead Management Expert in Brazil

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Telesales and Lead Management Expert

Certified Telesales and Lead Management Expert: industry context, trends and professional standards
Marketing and sales: scope, roles and value
The marketing concept and customer orientation
The marketing mix and the 7 Ps
Buyer behaviour and the customer journey
The sales function and revenue engine
Aligning marketing and sales (smarketing)
Professional standards and ethics
Digital disruption and modern go-to-market
Brand and reputation as strategic assets
Career pathways and professional development

Outlet Economics and Stocking

Route to market and channel design
Pricing, price architecture and discounting
Value proposition and differentiation
Key account management and account planning
Tenders, proposals and the bid decision
Launching a product into a market
Managing distributors and channel partners
CRM, sales operations and data discipline
Service standards, levels and measuring service
Voice of the customer and acting on feedback
Expanding into regional and export markets
The sales process and methodology
Management accounts and dashboards
Communicating financial results
Discovery and needs analysis

Selling by Diagnosis

Consultative selling and understanding the buyer
Value proposition and differentiation
The sales pipeline and forecasting discipline
Attachment and developmental theory
Segmentation, targeting and the useful segment
Marketing measurement and attribution
Customer journey mapping and service design
Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Brand, reputation and communications
Commercial ethics and responsible selling
Market research and customer insight methods
Campaign planning and the content calendar
Digital channels and performance marketing economics
Negotiation and closing commercial deals

Sell-in Versus Sell-through

Route to market and channel design
The sales pipeline and forecasting discipline
Marketing measurement and attribution
Data privacy, consent and compliance
Make-versus-buy decisions
Sourcing portfolios (Kraljic)
Global sourcing and trade
Professional roles, boundaries and settings
Performance and dispute management
Peer support and consultation
Ethical frameworks and codes of practice
Performance scorecards and reviews
Duty of care and risk management
Complaints, accountability and fitness to practise
Communication and conflict patterns

Customer Relationships in the Field

Customer retention, loyalty and lifetime value
Complaint handling and service recovery
Customer journey mapping and service design
Performance management in sales
Building high-performing sales teams
Customer data and CRM
Market research and intelligence
Client feedback and satisfaction
Evidence-based improvement
Managing risk and difficult cases
Driving effective, ethical outcomes
Designing and facilitating groups
Psychoeducation and workshops
Working with organisations on wellbeing
Ethical, risk and feasibility considerations

Conduct in Direct Selling

Commercial ethics and responsible selling
Pricing, price architecture and discounting
Consultative selling and understanding the buyer
Professional case study and presentation
Evidence-based practice
Managing complexity and comorbidity
Workplace and organisational contexts
Family intervention planning
Accountability and follow-through
Strengths, flow and engagement
Meaning, purpose and values
Evidence-based practice and research literacy
Data, records and confidentiality tech
Practice management systems
Psychometric and screening tools

Route to Market and Coverage

Route to market and channel design
Segmentation, targeting and the useful segment
Pricing, price architecture and discounting
Consultative and solution selling
Presenting and demonstrating
Emerging tools and innovation
Negotiation and closing
Pipeline and opportunity management
Account planning and whitespace
Working with referrers and multidisciplinary teams
Managing complex accounts
Communicating with families and carers
Professional writing and reports
Coaching and skill development
Psychoeducation and public communication

Selling Practice

CRM and sales technology
Sales analytics and metrics
Forecasting and pipeline health
Managing large and complex accounts
Sales analytics and forecasting tools
E-commerce and marketplace selling
Field sales and territory management
Sponsorship and negotiation selling
Negotiation with clients and partners
Leading campaigns and sales projects
Team leadership in sales and marketing
Sales and marketing transformation
Sales enablement and coaching
Marketing and sales ethics
Marketing and sales KPIs and dashboards

Customer Experience

Prioritising experience investments
Customer and journey analysis
Designing a service or experience improvement
Complaint data and learning
Customer experience strategy
Customer journey mapping
Customer service technology stack
Relationship management and retention
Customer loyalty and advocacy
Loyalty programmes and rewards
Employee experience and engagement
Retention, loyalty and lifetime value
Interaction and experience design
Journey management and tracking
Policy administration and customer service in insurance

Digital Channels

Managing difficult conversations
Digital transformation and IT strategy
Digital procurement and the future of the profession
Bancassurance and digital insurance models
Social media management: platforms, communities and algorithms
Telehealth and digital care delivery
Building trust and engagement
Ethics of technology in practice
Agile and digital transformation projects
Automation in project delivery
Emerging project technologies
Leading groups and workshops
Digital permits and inspections
Automation and safety technology
Digital and data-driven go-to-market

Evidence and Analytics

Data quality and master data management
Comparable sales analysis and market evidence
Retail performance metrics: sales densities, conversion and basket
Measurement and analytics for media and social campaigns
Health records, data and confidentiality
Analytical techniques and bias
Data visualisation for finance
Decision support and insight
Psychodynamic and psychoanalytic approaches
Collaboration and teamwork
Record-keeping and data protection
Agile metrics and velocity
Project data, reporting and analytics
AI and predictive project analytics
Data quality and governance

Commercial Finance

Costing production: standard costs, variances and the true cost of scrap
Non-revenue water, metering and cost recovery
Pricing, promotions and markdowns in retail
Writing advisory reports that drive decisions
Project roles and the project manager
Health financing: budgets, insurance and out-of-pocket realities
Preparing financial statements
Financial reporting frameworks (IFRS/GAAP)
Interpreting financial statements
Budget vs actual and variance
Cost and profitability analysis
Carbon markets and climate finance
Access to finance, grants and investment
Yield, productivity and profitability metrics
Financial and technical feasibility analysis

Distribution and Supply

Talent sourcing channels and pipelines
Procurement and supply chain: scope and value
The procurement cycle and operating models
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Sustainable procurement principles and standards
Fair trade and responsible supply
Real estate marketing channels and property portals
Procurement and asset management under donor rules
Water supply systems: sources, treatment and distribution
Business case and strategic alignment
Procurement and stock management for health commodities
Conflicts of interest and procurement ethics
Procurement and contract value

Communication

Stakeholder communications
Ethics in communications
Communications strategy and planning
Internal communications
Corporate social responsibility communications
Presentation and public speaking
Professional report and presentation
Metrics and reporting
Voice, communication and delivery
Management reporting and decision support
Board reporting and information flows
Media planning and buying
Regulation, ethics and misinformation in media and telecoms
Integrated and sustainability reporting
Reporting quality and governance

Leadership and Teams

Managing team performance and dynamics
Cross-functional and matrix teams
Leading remote and hybrid teams
Team diversity and inclusion
High-performance team rituals and cadence
Self-awareness and the leader's identity
Ethics and responsible leadership
Delegating for development
Quality management and standards
Category management and strategy development
Security governance and management systems
Financial, management and cost accounting distinguished
Regulatory change management
Conflicts of interest management
Leadership and management development

Performance and Targets

Social performance and outreach
Investment principles and objectives
Performance management systems and cycles
Performance measurement and KPI dashboards
Continuous feedback and performance conversations
Project governance and assurance
Policy, planning and objectives
Strategy execution and the balanced scorecard
Contract performance and exit
Project KPIs and performance metrics
Managing schedule and budget performance
Setting objectives and marketing KPIs
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets

Capability Development

Quality monitoring and coaching
Coaching and quality monitoring
Training and capability building
Development banking and project finance
Message development and testing
Supplier development and innovation
Training needs analysis
Continuing professional development
Measuring development impact
The learning and development profession
Feedback and developmental conversations
Lessons learned and development
Wellbeing and resilience coaching
Measuring coaching outcomes
Scaling delivery capability

Strategic Context

Structural and strategic approaches
Measuring growth and transformation impact
Capstone scoping: a real growth or brand challenge
Marketing strategy and the mix
Brand strategy, identity and equity
Pricing strategy
Data-driven growth
Building strategic customer relationships
Competitive and market intelligence
Translating insight into strategy
Project governance frameworks
Product and portfolio strategy
Growth strategy and demand generation
Managing growth, risk and resilience
Reporting to boards and executives

Risk and Compliance

Managing organisational politics
Designing a safety programme or control
Risk assessment methodology and matrices
Dynamic and site-specific risk assessment
Residual risk and ALARP
Risk registers and monitoring
Communicating risk to the workforce
Compliance and regulatory projects
Compliance monitoring and enforcement
Leading project governance
Contract types and risk allocation
Audit risk and materiality
Innovation and continuous delivery
Corporate governance principles and purpose
Accounting concepts, principles and the regulatory landscape

Legal and Terms

Insurance regulation and consumer protection
Vendor, venue and supplier contracting for events
Vehicle documentation, compliance and consumer protection
Managing resistance and readiness
Building project management maturity
Subcontractor and supplier management
Legal responsibilities and professional bodies
Goal setting and contracting
Advocacy and policy engagement
Contract law and formation
Contract exit and renewal
Environmental legal compliance
Legal, cost and feasibility analysis
Contractor and visitor safety
Legal and other requirements

Campaigns and Projects

Territory and quota planning
Mine planning and methods: surface and underground
Sustaining benefits and change
Public health programmes: prevention and outreach
Forecasting and planning
Designing an intervention or programme
Risk assessment and safety planning
Treatment planning and review
Goal setting and action planning
Projects, programmes and portfolios
Project management standards (PMI, PRINCE2)
Campaign or go-to-market plan
Campaign planning and execution
Team leadership in field and project settings
Professional ethics and responsibility (PMI)

Operations

Operating-model and process re-engineering
Service quality and turnaround metrics
Designing a banking solution or process
Principles of credit and the lending process
Automation, RPA and straight-through processing
Process and control documentation
Quality assurance of audit
Business process mapping
The HR function: roles, operating models and value creation
Quality assurance and standards
Continuous improvement of finance processes
Quality management on site: inspections, hold points and defects
Healthcare quality, safety and accreditation
Sustainability and social impact in projects
Outcome and process measures

Relationships and Partners

Influencing and persuasion
Categories of spend and stakeholders
Strategic customer relationships
Managing boundaries and dual relationships
The project environment and stakeholders
Stakeholder and sponsor management
Stakeholder rights and fair treatment
Stakeholder identification and analysis
Stakeholder engagement strategy
Managing expectations and influence
Building project relationships
Wealth, SME and corporate relationships
Stakeholder mapping and engagement
Stakeholders and users of financial information
Stakeholders, agency and accountability

Ethics and Conduct

Responsible and ethical service
Ethics and integrity in banking
Professional ethics and banking conduct
Treating customers fairly and market conduct
Integrity, confidentiality and conflicts
Responsible and sustainable banking
Data ethics and customer privacy
Bribery, corruption and conduct risk
Ethics and independence
Ethics and professional standards in finance
Responsibility accounting and cost centres
Real estate regulation, licensing and professional conduct
Ethics and treating customers fairly in insurance
Ethical principles and codes of practice
Sustaining ethical, effective practice

International Markets

Key global frameworks: FAO, GlobalG.A.P., SDGs and national strategies
Agribusiness marketing, branding and export readiness
Grades, standards and export certification (GlobalG.A.P.)
Export readiness and standards
The agricultural sector: systems, actors and global food value chains
Transfer pricing and international tax
Cross-border data and transfers
Cross-cultural and global inclusion
Global and comparative HR contexts
Global sourcing and international trade
International and cross-border tax
Health, safety and compliance in delivery
Traceability, certification and export requirements

Change and Adoption

Earned value and forecasting
Variations, claims and delay: managing change on site
Change talk and readiness
Habit change and behaviour design
Change control and configuration
Organisational change management
Change and adoption in projects
Measuring change and project impact
Baseline setting and change control
Soil chemistry, pH and cation exchange capacity
Quality and delivery metrics
Technology governance and change control
Foreign exchange and hedging
Change management and adoption
The finance function and digital transformation

People and Incentives

Strategic workforce planning and demand forecasting
Workforce and shift management in retail
Continuous improvement and retrospectives
Workforce management and scheduling
Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Talent, succession and workforce learning
Digital HR and the employee experience platform
Data protection and employee privacy
Belonging, culture and employee resource groups
Cost of workforce and ROI of HR interventions
Employee and manager self-service
Workforce reporting and storytelling with data

Sustainability

Governance of ESG and reporting
Sustainability standards (GRI, ISSB)
Project management maturity assessment
Sustainability and environmental duty
Environmental management systems (ISO 14001)
Sustainability and climate responsibility
Environmental monitoring and reporting
Continuous environmental improvement
Integration with quality and environment
Sustainability and responsible sourcing
Environmental, social and governance (ESG)
Sustainable and green banking
Control environment and risk assessment
Emerging assurance areas (ESG)
Sustainability, ESG and integrated value

Learning and Research

Cognitive load and learning science
Learning strategy and business alignment
Learning cultures and the learning organisation
Blended and hybrid learning design
Motivation and self-directed learning
Learning strategy and roadmaps
Building the learning brand
Aligning learning to performance
Leading the learning function
Training needs analysis and learning strategy
Monitoring, evaluation and learning for accountability
Lessons learned and knowledge management
Driving measurable delivery improvement

Markets and Customers

Market access, buyers and contract farming
Agricultural value chains and market linkages
Regulatory compliance and market requirements
Market systems and price discovery
Market linkages and aggregation
Demand analysis and market intelligence
Branding and product differentiation
Customer service and experience principles
Customer expectations and satisfaction
The customer experience (CX) discipline
Ethics and fair customer treatment
CRM systems and customer data
Social media customer care
Unified customer view
Customer lifetime value

Frequently Asked Questions

Common Questions

What is the CTLM certification?

The Certified Telesales and Lead Management Expert (CTLM) is a Foundation-level professional certification awarded by the Global Leadership Institute (GLI). It is designed to equip professionals in marketing strategy, brand management and sales performance with practical skills, internationally recognised frameworks, and the credentials needed to advance their careers.

Who should enrol in the CTLM?

This certification is ideal for Sales and Marketing Executives, Brand and Product Managers, Business Development Professionals and Account and Media-Relations Managers, and other professionals seeking to formalise their expertise in marketing strategy, brand management and sales performance with a globally recognised credential.

How long does the CTLM certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CTLM internationally recognised?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised marketing, brand and sales professional standards. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

What is the cost of the CTLM certification?

The Certified Telesales and Lead Management Expert is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CTLM certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CTLM?

The Certified Telesales and Lead Management Expert is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CTLM?

The Certified Telesales and Lead Management Expert carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CTLM while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CTLM?

Graduates progress towards senior marketing, sales and commercial leadership roles. The CTLM strengthens your expertise in marketing strategy, brand management and sales performance and positions you for advancement across brands, agencies, corporates and growth-stage enterprises.

Certified Telesales and Lead Management Expert