Practical Sales Management
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through negotiation in sales and service standards 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 telephone and contact centre skills, proposal writing and complaint handling in their own organisation.
What delegates leave able to do
- Take ownership of telephone and contact centre skills rather than escalating it, measured against recognised service design practice
- Review proposal writing and say plainly whether it is working
- Spot where complaint handling is failing before it becomes a finding
- Explain consultative selling to someone who does not do the work
What the course covers
- Negotiation in sales
- Service standards
- Telephone and contact centre skills
- Proposal writing
- Complaint handling
- Consultative selling
- Customer journey mapping
Who should attend
- contact centre team leaders
- sales representatives
- sales managers
