Negotiation for Sales for Non-Specialists
2 days|Delivered on request
Negotiation for Sales for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through proposal writing and service level design without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer retention, difficult conversations and service recovery in their own organisation.
What delegates leave able to do
- Explain customer retention to someone who does not do the work, measured against recognised service design practice
- Take ownership of difficult conversations rather than escalating it
- Bring service recovery into line with current good practice
- Review complaint handling and say plainly whether it is working
What the course covers
- Proposal writing
- Service level design
- Customer retention
- Difficult conversations
- Service recovery
- Complaint handling
- Customer journey mapping
Who should attend
- client relationship managers
- contact centre team leaders
- key account managers
- customer service managers
