Negotiation for Sales Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into proposal writing, upselling and cross selling and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with complaint handling, objection handling and service recovery in their own organisation.
What delegates leave able to do
- Spot where complaint handling is failing before it becomes a finding, measured against recognised service design practice
- Bring objection handling into line with current good practice
- Improve service recovery within their own organisation
- Put service standards on a footing they can defend to a reviewer
What the course covers
- Proposal writing
- Upselling and cross selling
- Complaint handling
- Objection handling
- Service recovery
- Service standards
- Negotiation in sales
Who should attend
- contact centre team leaders
- sales representatives
- branch managers
- service desk staff
- customer service managers
