Leading Key Account 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 upselling and cross selling and complaint 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 objection handling, service level design and negotiation in sales in their own organisation.
What delegates leave able to do
- Put objection handling on a footing they can defend to a reviewer, measured against recognised service design practice
- Make a decision about service level design without waiting for a specialist
- Improve negotiation in sales within their own organisation
- Review sales forecasting and say plainly whether it is working
What the course covers
- Upselling and cross selling
- Complaint handling
- Objection handling
- Service level design
- Negotiation in sales
- Sales forecasting
- Voice of the customer programmes
Who should attend
- contact centre team leaders
- service desk staff
- branch managers
- client relationship managers
- key account managers
