Leading Negotiation for Sales Teams
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers service recovery and customer journey mapping 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, consultative selling and telephone and contact centre skills 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
- Bring consultative selling into line with current good practice
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Make a decision about complaint handling without waiting for a specialist
What the course covers
- Service recovery
- Customer journey mapping
- Objection handling
- Consultative selling
- Telephone and contact centre skills
- Complaint handling
- Voice of the customer programmes
Who should attend
- service desk staff
- sales managers
- client relationship managers
- key account managers
- contact centre team leaders
