Retail Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through service standards and key account management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with customer journey mapping, sales forecasting and difficult conversations in their own organisation.
What delegates leave able to do
- Improve customer journey mapping within their own organisation, measured against consultative selling methodology
- Put sales forecasting on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
- Take ownership of objection handling rather than escalating it
What the course covers
- Service standards
- Key account management
- Customer journey mapping
- Sales forecasting
- Difficult conversations
- Objection handling
- Telephone and contact centre skills
Who should attend
- service desk staff
- branch managers
- client relationship managers
