Sales Management: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through objection handling and difficult conversations on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Put customer journey mapping on a footing they can defend to a reviewer
- Explain needs analysis to someone who does not do the work
- Improve service standards within their own organisation
What the course covers
- Objection handling
- Difficult conversations
- Telephone and contact centre skills
- Customer journey mapping
- Needs analysis
- Service standards
- Service recovery
Who should attend
- client relationship managers
- branch managers
- sales representatives
