Advanced Negotiation for Sales
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into key account management, customer retention 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 service standards, proposal writing and needs analysis in their own organisation.
What delegates leave able to do
- Make a decision about service standards without waiting for a specialist, measured against the Consumer Protection Act
- Improve proposal writing within their own organisation
- Bring needs analysis into line with current good practice
- Spot where voice of the customer programmes is failing before it becomes a finding
What the course covers
- Key account management
- Customer retention
- Service standards
- Proposal writing
- Needs analysis
- Voice of the customer programmes
- Customer journey mapping
Who should attend
- contact centre team leaders
- service desk staff
- sales representatives
- client relationship managers
- key account managers
