Negotiation for Sales Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether needs analysis and proposal writing are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, difficult conversations and customer journey mapping in their own organisation.
What delegates leave able to do
- Review upselling and cross selling and say plainly whether it is working, measured against recognised service design practice
- Spot where difficult conversations is failing before it becomes a finding
- Make a decision about customer journey mapping without waiting for a specialist
- Explain consultative selling to someone who does not do the work
What the course covers
- Needs analysis
- Proposal writing
- Upselling and cross selling
- Difficult conversations
- Customer journey mapping
- Consultative selling
- Negotiation in sales
Who should attend
- customer service managers
- sales representatives
- contact centre team leaders
- service desk staff
- sales managers
