Managing Sales Forecasting
3 days|Delivered on request
This programme is for the person accountable for the work rather than the person doing it. It covers telephone and contact centre skills and upselling and cross selling 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 negotiation in sales, service level design and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about negotiation in sales without waiting for a specialist, measured against consultative selling methodology
- Explain service level design to someone who does not do the work
- Take ownership of difficult conversations rather than escalating it
- Improve service recovery within their own organisation
What the course covers
- Telephone and contact centre skills
- Upselling and cross selling
- Negotiation in sales
- Service level design
- Difficult conversations
- Service recovery
- Service standards
Who should attend
- customer service managers
- contact centre team leaders
- sales managers
- sales representatives
- client relationship managers
