Digital Transformation in Retail Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through key account management and objection handling 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 upselling and cross selling, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Spot where upselling and cross selling is failing before it becomes a finding, measured against consultative selling methodology
- Improve service level design within their own organisation
- Take ownership of consultative selling rather than escalating it
- Review proposal writing and say plainly whether it is working
What the course covers
- Key account management
- Objection handling
- Upselling and cross selling
- Service level design
- Consultative selling
- Proposal writing
- Customer retention
Who should attend
- branch managers
- customer service managers
- contact centre team leaders
- sales representatives
