Difficult Customer Conversations for Non-Specialists
2 days|Delivered on request
Difficult Customer Conversations for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through service standards and upselling and cross selling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with sales forecasting, consultative selling and needs analysis in their own organisation.
What delegates leave able to do
- Explain sales forecasting to someone who does not do the work, measured against the Consumer Protection Act
- Take ownership of consultative selling rather than escalating it
- Make a decision about needs analysis without waiting for a specialist
- Review customer retention and say plainly whether it is working
What the course covers
- Service standards
- Upselling and cross selling
- Sales forecasting
- Consultative selling
- Needs analysis
- Customer retention
- Negotiation in sales
Who should attend
- sales representatives
- customer service managers
- client relationship managers
- contact centre team leaders
