Practical Negotiation for Sales
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through upselling and cross selling and telephone and contact centre skills on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with key account management, needs analysis and pipeline management in their own organisation.
What delegates leave able to do
- Explain key account management to someone who does not do the work, measured against consultative selling methodology
- Bring needs analysis into line with current good practice
- Spot where pipeline management is failing before it becomes a finding
- Review customer retention and say plainly whether it is working
What the course covers
- Upselling and cross selling
- Telephone and contact centre skills
- Key account management
- Needs analysis
- Pipeline management
- Customer retention
- Consultative selling
Who should attend
- key account managers
- service desk staff
- contact centre team leaders
