Leading Contact Centre Management Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers needs analysis and consultative selling 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 level design, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against consultative selling methodology
- Spot where negotiation in sales is failing before it becomes a finding
- Review proposal writing and say plainly whether it is working
- Explain service standards to someone who does not do the work
What the course covers
- Needs analysis
- Consultative selling
- Service level design
- Negotiation in sales
- Proposal writing
- Service standards
- Upselling and cross selling
Who should attend
- branch managers
- sales representatives
- key account managers
- sales managers
- customer service managers
