Leading Consultative Selling Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers customer retention and proposal writing from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service recovery, complaint handling and key account management in their own organisation.
What delegates leave able to do
- Spot where service recovery is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about complaint handling without waiting for a specialist
- Bring key account management into line with current good practice
- Put needs analysis on a footing they can defend to a reviewer
What the course covers
- Customer retention
- Proposal writing
- Service recovery
- Complaint handling
- Key account management
- Needs analysis
- Negotiation in sales
Who should attend
- customer service managers
- client relationship managers
- contact centre team leaders
- service desk staff
- sales managers
