Key Account Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through complaint handling and consultative selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, proposal writing and key account management in their own organisation.
What delegates leave able to do
- Improve voice of the customer programmes within their own organisation, measured against consultative selling methodology
- Review proposal writing and say plainly whether it is working
- Explain key account management to someone who does not do the work
- Put upselling and cross selling on a footing they can defend to a reviewer
What the course covers
- Complaint handling
- Consultative selling
- Voice of the customer programmes
- Proposal writing
- Key account management
- Upselling and cross selling
- Difficult conversations
Who should attend
- service desk staff
- sales managers
- key account managers
