Retail Management for Non-Specialists
2 days|Delivered on request
Retail Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through proposal writing and upselling and cross selling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer retention, pipeline management and objection handling in their own organisation.
What delegates leave able to do
- Bring customer retention into line with current good practice, measured against recognised service design practice
- Improve pipeline management within their own organisation
- Take ownership of objection handling rather than escalating it
- Make a decision about voice of the customer programmes without waiting for a specialist
What the course covers
- Proposal writing
- Upselling and cross selling
- Customer retention
- Pipeline management
- Objection handling
- Voice of the customer programmes
- Key account management
Who should attend
- service desk staff
- client relationship managers
- key account managers
- sales representatives
