Retail Management Masterclass
5 days|Delivered on request
This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, key account management and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against consultative selling methodology
- Improve telephone and contact centre skills within their own organisation
- Take ownership of service recovery rather than escalating it
- Explain complaint handling to someone who does not do the work
What the course covers
- Objection handling
- Key account management
- Pipeline management
- Telephone and contact centre skills
- Service recovery
- Complaint handling
- Service standards
Who should attend
- service desk staff
- branch managers
- customer service managers
- key account managers
- sales representatives
