Sales, Upselling & Customer Retention

Programme outline

What you will study

• Consultative and needs-based selling
• Ethical upselling and cross-selling in service conversations
• Objection handling and negotiation basics
• Churn: identifying at-risk customers early
• Loyalty, win-back and referral programmes
• Account reviews and relationship planning

What you will be able to do

• Convert service contacts into qualified sales opportunities
• Build a retention plan for a real customer portfolio
• Reduce avoidable churn through early intervention

Assessment & certification

Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.

Who this is for

This programme is pitched at intermediate level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.