Consultative Selling Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into key account management, needs analysis and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with customer journey mapping, pipeline management and consultative selling in their own organisation.
What delegates leave able to do
- Spot where customer journey mapping is failing before it becomes a finding, measured against recognised service design practice
- Explain pipeline management to someone who does not do the work
- Improve consultative selling within their own organisation
- Make a decision about complaint handling without waiting for a specialist
What the course covers
- Key account management
- Needs analysis
- Customer journey mapping
- Pipeline management
- Consultative selling
- Complaint handling
- Upselling and cross selling
Who should attend
- service desk staff
- sales managers
- customer service managers
- contact centre team leaders
- sales representatives
