Strategic Client Relationship Management
5 days|Delivered on request
Strategic Client Relationship Management looks at this work from the level at which it is resourced and defended. The focus is on telephone and contact centre skills, key account management and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with consultative selling, needs analysis and objection handling in their own organisation.
What delegates leave able to do
- Bring consultative selling into line with current good practice, measured against consultative selling methodology
- Put needs analysis on a footing they can defend to a reviewer
- Explain objection handling to someone who does not do the work
- Review difficult conversations and say plainly whether it is working
What the course covers
- Telephone and contact centre skills
- Key account management
- Consultative selling
- Needs analysis
- Objection handling
- Difficult conversations
- Pipeline management
Who should attend
- key account managers
- branch managers
- sales representatives
- client relationship managers
- customer service managers
