Customer Retention Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether proposal writing and sales forecasting are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, objection handling and customer retention in their own organisation.
What delegates leave able to do
- Review pipeline management and say plainly whether it is working, measured against the Consumer Protection Act
- Spot where objection handling is failing before it becomes a finding
- Improve customer retention within their own organisation
- Bring consultative selling into line with current good practice
What the course covers
- Proposal writing
- Sales forecasting
- Pipeline management
- Objection handling
- Customer retention
- Consultative selling
- Service standards
Who should attend
- sales representatives
- key account managers
- contact centre team leaders
- client relationship managers
- service desk staff
