Fundamentals of Business Development
2 days|Delivered on request
Fundamentals of Business Development is built for delegates who need to be useful in this area quickly. It starts at first principles and works through key account management and service recovery 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 difficult conversations, telephone and contact centre skills and objection handling in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against the Consumer Protection Act
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Explain objection handling to someone who does not do the work
- Put consultative selling on a footing they can defend to a reviewer
What the course covers
- Key account management
- Service recovery
- Difficult conversations
- Telephone and contact centre skills
- Objection handling
- Consultative selling
- Complaint handling
Who should attend
- sales representatives
- sales managers
- branch managers
- service desk staff
