Managing Negotiation for Sales
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers consultative selling and upselling and cross selling 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 customer retention, voice of the customer programmes and difficult conversations in their own organisation.
What delegates leave able to do
- Review customer retention and say plainly whether it is working, measured against the Consumer Protection Act
- Make a decision about voice of the customer programmes without waiting for a specialist
- Explain difficult conversations to someone who does not do the work
- Improve needs analysis within their own organisation
What the course covers
- Consultative selling
- Upselling and cross selling
- Customer retention
- Voice of the customer programmes
- Difficult conversations
- Needs analysis
- Key account management
Who should attend
- contact centre team leaders
- key account managers
- client relationship managers
- branch managers
- sales representatives
