Digital Transformation in Customer Data and Segmentation
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service level design and upselling and cross selling as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with negotiation in sales, objection handling and proposal writing in their own organisation.
What delegates leave able to do
- Put negotiation in sales on a footing they can defend to a reviewer, measured against recognised service design practice
- Improve objection handling within their own organisation
- Take ownership of proposal writing rather than escalating it
- Make a decision about difficult conversations without waiting for a specialist
What the course covers
- Service level design
- Upselling and cross selling
- Negotiation in sales
- Objection handling
- Proposal writing
- Difficult conversations
- Pipeline management
Who should attend
- customer service managers
- branch managers
- contact centre team leaders
- sales managers
