Consultative Selling Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether pipeline management and customer journey mapping are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, consultative selling and customer retention in their own organisation.
What delegates leave able to do
- Put service recovery on a footing they can defend to a reviewer, measured against consultative selling methodology
- Explain consultative selling to someone who does not do the work
- Improve customer retention within their own organisation
- Bring key account management into line with current good practice
What the course covers
- Pipeline management
- Customer journey mapping
- Service recovery
- Consultative selling
- Customer retention
- Key account management
- Proposal writing
Who should attend
- contact centre team leaders
- service desk staff
- key account managers
- customer service managers
- branch managers
