Practical Voice of the Customer
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through key account management and needs analysis 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 objection handling, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against consultative selling methodology
- Take ownership of telephone and contact centre skills rather than escalating it
- Bring service recovery into line with current good practice
- Explain proposal writing to someone who does not do the work
What the course covers
- Key account management
- Needs analysis
- Objection handling
- Telephone and contact centre skills
- Service recovery
- Proposal writing
- Customer retention
Who should attend
- sales representatives
- customer service managers
- branch managers
