Leading Sales 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 objection handling and customer retention from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with voice of the customer programmes, complaint handling and sales forecasting in their own organisation.
What delegates leave able to do
- Review voice of the customer programmes and say plainly whether it is working, measured against recognised service design practice
- Put complaint handling on a footing they can defend to a reviewer
- Improve sales forecasting within their own organisation
- Bring upselling and cross selling into line with current good practice
What the course covers
- Objection handling
- Customer retention
- Voice of the customer programmes
- Complaint handling
- Sales forecasting
- Upselling and cross selling
- Service standards
Who should attend
- sales representatives
- sales managers
- branch managers
- contact centre team leaders
- customer service managers
