Proposal Writing Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether difficult conversations and negotiation in sales are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with telephone and contact centre skills, service standards and key account management in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Improve service standards within their own organisation
- Make a decision about key account management without waiting for a specialist
- Explain upselling and cross selling to someone who does not do the work
What the course covers
- Difficult conversations
- Negotiation in sales
- Telephone and contact centre skills
- Service standards
- Key account management
- Upselling and cross selling
- Objection handling
Who should attend
- contact centre team leaders
- key account managers
- client relationship managers
- service desk staff
- sales representatives
