Customer Data and Segmentation
3 days|Delivered on request
This Customer Data and Segmentation programme gives delegates a working command of objection handling and negotiation in sales, grounded in the Consumer Protection Act. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with upselling and cross selling, customer journey mapping and service level design in their own organisation.
What delegates leave able to do
- Take ownership of upselling and cross selling rather than escalating it, measured against the Consumer Protection Act
- Put customer journey mapping on a footing they can defend to a reviewer
- Spot where service level design is failing before it becomes a finding
- Make a decision about difficult conversations without waiting for a specialist
What the course covers
- Objection handling
- Negotiation in sales
- Upselling and cross selling
- Customer journey mapping
- Service level design
- Difficult conversations
- Service standards
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
