Retail Management Auditing and Assurance
3 days|Delivered on request
This programme is written from the assurance side. Delegates learn to test whether negotiation in sales and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against recognised service design practice
- Make a decision about customer journey mapping without waiting for a specialist
- Review needs analysis and say plainly whether it is working
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Objection handling
- Pipeline management
- Customer journey mapping
- Needs analysis
- Complaint handling
- Voice of the customer programmes
Who should attend
- sales managers
- sales representatives
- key account managers
- branch managers
- client relationship managers
