Advanced Sales Management
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into telephone and contact centre skills, 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 customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, complaint handling and negotiation in sales in their own organisation.
What delegates leave able to do
- Explain service recovery to someone who does not do the work, measured against the Consumer Protection Act
- Improve complaint handling within their own organisation
- Bring negotiation in sales into line with current good practice
- Make a decision about needs analysis without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Customer retention
- Service recovery
- Complaint handling
- Negotiation in sales
- Needs analysis
- Pipeline management
Who should attend
- sales representatives
- branch managers
- client relationship managers
- service desk staff
- contact centre team leaders
