Business Development Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether objection handling and service standards are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, service level design and needs analysis in their own organisation.
What delegates leave able to do
- Make a decision about key account management without waiting for a specialist, measured against the Consumer Protection Act
- Review service level design and say plainly whether it is working
- Spot where needs analysis is failing before it becomes a finding
- Take ownership of customer retention rather than escalating it
What the course covers
- Objection handling
- Service standards
- Key account management
- Service level design
- Needs analysis
- Customer retention
- Pipeline management
Who should attend
- sales managers
- contact centre team leaders
- customer service managers
- service desk staff
- client relationship managers
