Voice of the Customer: Tools and Techniques
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through voice of the customer programmes and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with customer retention, proposal writing and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Review proposal writing and say plainly whether it is working
- Make a decision about sales forecasting without waiting for a specialist
- Bring objection handling into line with current good practice
What the course covers
- Voice of the customer programmes
- Upselling and cross selling
- Customer retention
- Proposal writing
- Sales forecasting
- Objection handling
- Telephone and contact centre skills
Who should attend
- sales managers
- contact centre team leaders
- client relationship managers
