Practical Difficult Customer Conversations
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through key account management and proposal writing on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with difficult conversations, customer retention and sales forecasting in their own organisation.
What delegates leave able to do
- Improve difficult conversations within their own organisation, measured against consultative selling methodology
- Bring customer retention into line with current good practice
- Put sales forecasting on a footing they can defend to a reviewer
- Review service recovery and say plainly whether it is working
What the course covers
- Key account management
- Proposal writing
- Difficult conversations
- Customer retention
- Sales forecasting
- Service recovery
- Negotiation in sales
Who should attend
- customer service managers
- key account managers
- sales managers
