Channel and Distributor Management Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether consultative selling and voice of the customer programmes 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 customer retention, difficult conversations and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Improve customer retention within their own organisation, measured against recognised service design practice
- Explain difficult conversations to someone who does not do the work
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Put objection handling on a footing they can defend to a reviewer
What the course covers
- Consultative selling
- Voice of the customer programmes
- Customer retention
- Difficult conversations
- Telephone and contact centre skills
- Objection handling
- Service standards
Who should attend
- service desk staff
- client relationship managers
- key account managers
- sales managers
- sales representatives
