Channel and Distributor Management Reporting and Analytics
3 days|Delivered on request
Channel and Distributor Management Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service recovery and customer journey mapping and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with objection handling, negotiation in sales and consultative selling in their own organisation.
What delegates leave able to do
- Bring objection handling into line with current good practice, measured against consultative selling methodology
- Make a decision about negotiation in sales without waiting for a specialist
- Spot where consultative selling is failing before it becomes a finding
- Take ownership of customer retention rather than escalating it
What the course covers
- Service recovery
- Customer journey mapping
- Objection handling
- Negotiation in sales
- Consultative selling
- Customer retention
- Telephone and contact centre skills
Who should attend
- sales managers
- branch managers
- service desk staff
- customer service managers
