Fundamentals of Consultative Selling
2 days|Delivered on request
Fundamentals of Consultative Selling is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and key account management without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with needs analysis, complaint handling and service recovery in their own organisation.
What delegates leave able to do
- Take ownership of needs analysis rather than escalating it, measured against the Consumer Protection Act
- Spot where complaint handling is failing before it becomes a finding
- Explain service recovery to someone who does not do the work
- Put difficult conversations on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Key account management
- Needs analysis
- Complaint handling
- Service recovery
- Difficult conversations
- Upselling and cross selling
Who should attend
- service desk staff
- key account managers
- client relationship managers
- sales managers
