Consultative Selling for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers pipeline management and voice of the customer programmes from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer retention, upselling and cross selling and service level design in their own organisation.
What delegates leave able to do
- Bring customer retention into line with current good practice, measured against recognised service design practice
- Take ownership of upselling and cross selling rather than escalating it
- Spot where service level design is failing before it becomes a finding
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Pipeline management
- Voice of the customer programmes
- Customer retention
- Upselling and cross selling
- Service level design
- Consultative selling
- Objection handling
Who should attend
- customer service managers
- branch managers
- sales representatives
- client relationship managers
- service desk staff
