Key Account Management for Managers
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and negotiation in sales from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with sales forecasting, telephone and contact centre skills and service standards in their own organisation.
What delegates leave able to do
- Review sales forecasting and say plainly whether it is working, measured against the Consumer Protection Act
- Take ownership of telephone and contact centre skills rather than escalating it
- Put service standards on a footing they can defend to a reviewer
- Make a decision about service recovery without waiting for a specialist
What the course covers
- Upselling and cross selling
- Negotiation in sales
- Sales forecasting
- Telephone and contact centre skills
- Service standards
- Service recovery
- Proposal writing
Who should attend
- branch managers
- contact centre team leaders
- customer service managers
- sales managers
- sales representatives
