Key Account Management Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, needs analysis and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with complaint handling, pipeline management and proposal writing in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Bring pipeline management into line with current good practice
- Make a decision about proposal writing without waiting for a specialist
- Review service standards and say plainly whether it is working
What the course covers
- Objection handling
- Needs analysis
- Complaint handling
- Pipeline management
- Proposal writing
- Service standards
- Key account management
Who should attend
- client relationship managers
- service desk staff
- customer service managers
- branch managers
- sales managers
