Managing Telephone Skills
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 telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service standards, needs analysis and upselling and cross selling in their own organisation.
What delegates leave able to do
- Review service standards and say plainly whether it is working, measured against recognised service design practice
- Take ownership of needs analysis rather than escalating it
- Make a decision about upselling and cross selling without waiting for a specialist
- Explain key account management to someone who does not do the work
What the course covers
- Consultative selling
- Telephone and contact centre skills
- Service standards
- Needs analysis
- Upselling and cross selling
- Key account management
- Customer retention
Who should attend
- key account managers
- sales representatives
- customer service managers
- branch managers
- client relationship managers
