Key Account Management Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether pipeline management and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with voice of the customer programmes, consultative selling and needs analysis in their own organisation.
What delegates leave able to do
- Put voice of the customer programmes on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Improve consultative selling within their own organisation
- Explain needs analysis to someone who does not do the work
- Spot where upselling and cross selling is failing before it becomes a finding
What the course covers
- Pipeline management
- Complaint handling
- Voice of the customer programmes
- Consultative selling
- Needs analysis
- Upselling and cross selling
- Proposal writing
Who should attend
- key account managers
- client relationship managers
- contact centre team leaders
- sales managers
- branch managers
