Retail Management for Small and Medium Enterprises
3 days|Delivered on request
Retail Management for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including upselling and cross selling, consultative selling and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, service standards and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of service level design rather than escalating it, measured against consultative selling methodology
- Review service standards and say plainly whether it is working
- Explain customer retention to someone who does not do the work
- Bring service recovery into line with current good practice
What the course covers
- Upselling and cross selling
- Consultative selling
- Service level design
- Service standards
- Customer retention
- Service recovery
- Sales forecasting
Who should attend
- service desk staff
- customer service managers
- contact centre team leaders
- client relationship managers
