Advanced Channel and Distributor Management
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into complaint handling, objection handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with needs analysis, telephone and contact centre skills and key account management in their own organisation.
What delegates leave able to do
- Bring needs analysis into line with current good practice, measured against the Consumer Protection Act
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Explain key account management to someone who does not do the work
- Improve upselling and cross selling within their own organisation
What the course covers
- Complaint handling
- Objection handling
- Needs analysis
- Telephone and contact centre skills
- Key account management
- Upselling and cross selling
- Voice of the customer programmes
Who should attend
- key account managers
- client relationship managers
- service desk staff
- customer service managers
- contact centre team leaders
