Consultative Selling in the Public Sector
3 days|Delivered on request
Consultative Selling in the Public Sector takes the discipline and works it through the constraints of this operating context, including service level design, objection handling and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with voice of the customer programmes, service standards and needs analysis in their own organisation.
What delegates leave able to do
- Put voice of the customer programmes on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Spot where service standards is failing before it becomes a finding
- Review needs analysis and say plainly whether it is working
- Bring key account management into line with current good practice
What the course covers
- Service level design
- Objection handling
- Voice of the customer programmes
- Service standards
- Needs analysis
- Key account management
- Customer journey mapping
Who should attend
- service desk staff
- branch managers
- sales managers
- customer service managers
