Advanced Customer Data and Segmentation
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, objection handling and the judgement calls that sit outside consultative selling methodology. 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 proposal writing, needs analysis and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about proposal writing without waiting for a specialist, measured against consultative selling methodology
- Explain needs analysis to someone who does not do the work
- Put customer journey mapping on a footing they can defend to a reviewer
- Bring pipeline management into line with current good practice
What the course covers
- Upselling and cross selling
- Objection handling
- Proposal writing
- Needs analysis
- Customer journey mapping
- Pipeline management
- Voice of the customer programmes
Who should attend
- branch managers
- contact centre team leaders
- sales representatives
- customer service managers
- key account managers
