Business Development for Non-Specialists
2 days|Delivered on request
Business Development for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and consultative selling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer journey mapping, voice of the customer programmes and key account management in their own organisation.
What delegates leave able to do
- Review customer journey mapping and say plainly whether it is working, measured against consultative selling methodology
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Bring key account management into line with current good practice
- Make a decision about service level design without waiting for a specialist
What the course covers
- Negotiation in sales
- Consultative selling
- Customer journey mapping
- Voice of the customer programmes
- Key account management
- Service level design
- Telephone and contact centre skills
Who should attend
- sales managers
- customer service managers
- sales representatives
- contact centre team leaders
