Advanced Telephone Skills
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into difficult conversations, consultative selling 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 needs analysis, service level design and key account management in their own organisation.
What delegates leave able to do
- Make a decision about needs analysis without waiting for a specialist, measured against consultative selling methodology
- Put service level design on a footing they can defend to a reviewer
- Review key account management and say plainly whether it is working
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Difficult conversations
- Consultative selling
- Needs analysis
- Service level design
- Key account management
- Proposal writing
- Negotiation in sales
Who should attend
- customer service managers
- client relationship managers
- sales managers
- contact centre team leaders
- branch managers
