Strategic Consultative Selling
5 days|Delivered on request
Strategic Consultative Selling looks at this work from the level at which it is resourced and defended. The focus is on needs analysis, proposal writing 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 telephone and contact centre skills, negotiation in sales and complaint handling in their own organisation.
What delegates leave able to do
- Review telephone and contact centre skills and say plainly whether it is working, measured against recognised service design practice
- Improve negotiation in sales within their own organisation
- Explain complaint handling to someone who does not do the work
- Put consultative selling on a footing they can defend to a reviewer
What the course covers
- Needs analysis
- Proposal writing
- Telephone and contact centre skills
- Negotiation in sales
- Complaint handling
- Consultative selling
- Customer journey mapping
Who should attend
- branch managers
- customer service managers
- sales representatives
- service desk staff
- client relationship managers
