Advanced Business Development
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into sales forecasting, negotiation in sales and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with complaint handling, service level design and service standards in their own organisation.
What delegates leave able to do
- Spot where complaint handling is failing before it becomes a finding, measured against recognised service design practice
- Take ownership of service level design rather than escalating it
- Review service standards and say plainly whether it is working
- Bring upselling and cross selling into line with current good practice
What the course covers
- Sales forecasting
- Negotiation in sales
- Complaint handling
- Service level design
- Service standards
- Upselling and cross selling
- Key account management
Who should attend
- branch managers
- key account managers
- sales managers
- sales representatives
- service desk staff
