Negotiation for Sales in the Public Sector
3 days|Delivered on request
Negotiation for Sales in the Public Sector takes the discipline and works it through the constraints of this operating context, including telephone and contact centre skills, service standards and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with customer journey mapping, proposal writing and customer retention in their own organisation.
What delegates leave able to do
- Bring customer journey mapping into line with current good practice, measured against recognised service design practice
- Explain proposal writing to someone who does not do the work
- Review customer retention and say plainly whether it is working
- Spot where voice of the customer programmes is failing before it becomes a finding
What the course covers
- Telephone and contact centre skills
- Service standards
- Customer journey mapping
- Proposal writing
- Customer retention
- Voice of the customer programmes
- Negotiation in sales
Who should attend
- sales representatives
- customer service managers
- key account managers
- service desk staff
