Leading Business Development Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers key account management and objection handling 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, negotiation in sales and complaint handling in their own organisation.
What delegates leave able to do
- Put sales forecasting on a footing they can defend to a reviewer, measured against recognised service design practice
- Bring negotiation in sales into line with current good practice
- Improve complaint handling within their own organisation
- Explain voice of the customer programmes to someone who does not do the work
What the course covers
- Key account management
- Objection handling
- Sales forecasting
- Negotiation in sales
- Complaint handling
- Voice of the customer programmes
- Customer journey mapping
Who should attend
- key account managers
- contact centre team leaders
- sales managers
- client relationship managers
- service desk staff
