Strategic Retail Management
5 days|Delivered on request
Strategic Retail Management looks at this work from the level at which it is resourced and defended. The focus is on key account management, service recovery and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, negotiation in sales and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against recognised service design practice
- Review negotiation in sales and say plainly whether it is working
- Bring sales forecasting into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Key account management
- Service recovery
- Difficult conversations
- Negotiation in sales
- Sales forecasting
- Consultative selling
- Customer journey mapping
Who should attend
- key account managers
- customer service managers
- contact centre team leaders
- service desk staff
- client relationship managers
