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readers\u003C\u002Fli>\n\u003Cli>Running demonstrations and site visits that address the customer's criteria\u003C\u002Fli>\n\u003Cli>Common objections on price, risk, compatibility and incumbent suppliers\u003C\u002Fli>\n\u003Cli>Using references and evidence responsibly, without overstating claims\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Negotiating and Closing with Commitment\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Preparing for negotiation: objectives, walk-away positions and tradeables\u003C\u002Fli>\n\u003Cli>Price discussions: when to hold, when to concede and what to ask in return\u003C\u002Fli>\n\u003Cli>Closing techniques that secure commitment rather than pressure the customer\u003C\u002Fli>\n\u003Cli>Agreeing scope, delivery, warranty and service terms clearly\u003C\u002Fli>\n\u003Cli>Hand-over from sales to delivery and service teams\u003C\u002Fli>\n\u003Cli>Ethics, conflicts of interest and anti-bribery expectations in sales\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>\u003Cstrong>Keeping the Customer: Service Recovery, Complaints and Account Growth\u003C\u002Fstrong>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Customer service standards and service level agreements for technical products\u003C\u002Fli>\n\u003Cli>Complaint handling principles from ISO 10002: receipt, assessment, response and closure\u003C\u002Fli>\n\u003Cli>Service recovery conversations with frustrated or senior customers\u003C\u002Fli>\n\u003Cli>Measuring satisfaction and effort: surveys, Net Promoter Score and Customer Effort Score\u003C\u002Fli>\n\u003Cli>Using CRM and service data, including AI-assisted insights, to spot accounts at risk\u003C\u002Fli>\n\u003Cli>Account development planning: relationships, whitespace and renewal\u003C\u002Fli>\n\u003Cli>Action plan: improving sales and service practice in your team\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>By the end of this programme, participants will be able to:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>Map the buying process and decision-making unit in a technical or institutional customer\u003C\u002Fli>\n\u003Cli>Plan and conduct a discovery conversation that uncovers the business need behind a technical request\u003C\u002Fli>\n\u003Cli>Qualify opportunities against clear criteria and decide when to withdraw\u003C\u002Fli>\n\u003Cli>Translate product features into customer outcomes and a simple value case\u003C\u002Fli>\n\u003Cli>Structure a technical proposal and presentation for both technical and executive readers\u003C\u002Fli>\n\u003Cli>Handle common objections on price, risk and incumbent suppliers\u003C\u002Fli>\n\u003Cli>Negotiate trade-offs and close with agreed next steps and commitments\u003C\u002Fli>\n\u003Cli>Handle complaints and service failures using a structured recovery process\u003C\u002Fli>\n\u003Cli>Use customer satisfaction and effort measures to identify accounts at risk\u003C\u002Fli>\n\u003Cli>Prepare an account development plan for a key customer\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cul>\n\u003Cli>\u003Cstrong>Sales professionals:\u003C\u002Fstrong> sales engineers, technical sales representatives and account managers\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Pre-sales and applications staff:\u003C\u002Fstrong> solution engineers, product specialists and bid support staff\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Customer service teams:\u003C\u002Fstrong> customer service engineers, after-sales and support staff\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Engineers and specialists\u003C\u002Fstrong> moving into customer-facing or commercial roles\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Team leaders\u003C\u002Fstrong> supervising sales or service teams for technical products\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Participants should have some experience in a customer-facing, sales or technical support role. No formal sales training is required. The programme is not designed as an exam preparation course for any professional certification.\u003C\u002Fp>","\u003Cul>\n\u003Cli>Technical customer discovery and needs analysis\u003C\u002Fli>\n\u003Cli>Opportunity qualification\u003C\u002Fli>\n\u003Cli>Value proposition and business case development\u003C\u002Fli>\n\u003Cli>Technical proposal writing and presentation\u003C\u002Fli>\n\u003Cli>Objection handling\u003C\u002Fli>\n\u003Cli>Negotiation and closing\u003C\u002Fli>\n\u003Cli>Complaint handling and service recovery\u003C\u002Fli>\n\u003Cli>Customer satisfaction measurement\u003C\u002Fli>\n\u003Cli>Key account development planning\u003C\u002Fli>\n\u003C\u002Ful>","\u003Cp>Technical products are often lost on a poorly understood requirement, a proposal that lists features instead of outcomes, or a complaint handled slowly after the sale. This programme gives sales engineers, account managers and service staff a practical method to diagnose customer needs, present value, close with commitment and keep the relationship profitable after delivery.\u003C\u002Fp>","\u003Cp>Technical sales teams usually know their products well. Deals are lost for other reasons: questions that confirm what the salesperson already believes, proposals written as specification sheets, price discussions that start before value is agreed, and hand-overs to service teams that leave the customer repeating their story. After the sale, complaints are often treated as a nuisance rather than as information, and the account quietly moves to a competitor at renewal.\u003C\u002Fp>\n\u003Cp>This programme treats sales and service as one customer journey. It moves through five stages: understanding how technical and institutional customers buy, uncovering and qualifying the real requirement, building and presenting a value case, negotiating and closing with clear commitments, and protecting the account through service recovery, complaint handling and account development.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Built on recognised practice.\u003C\u002Fstrong> The programme references widely used consultative and solution selling methods, including question-based discovery models such as SPIN, value-based selling and key account management principles. For service, it references ISO 10002 on complaints handling, ISO 10004 on monitoring and measuring customer satisfaction, and common customer experience measures such as Net Promoter Score and Customer Effort Score.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Decisions this programme improves.\u003C\u002Fstrong> Which opportunities are worth pursuing and which should be qualified out; how to position a technically stronger but more expensive solution; when to concede on price and what to ask for in return; how to respond to a complaint so that the account is retained; and where to invest time within an existing account.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>How it is delivered.\u003C\u002Fstrong> Twenty hours across five sessions, built around one running case: an industrial equipment supplier bidding for a public sector contract, then managing a service failure with the same customer a year later. Participants practise discovery conversations, draft a value proposition, role-play a negotiation and handle an escalated complaint.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>In-house option.\u003C\u002Fstrong> For organisations, the programme can be tailored to your own products, sales process, CRM stages and service level agreements, and delivered to sales, pre-sales and service teams together so that the customer experiences one consistent approach.\u003C\u002Fp>","Training Program","intermediate","mdi-comment",[321,329],{"id":322,"schedule_slug":323,"start_date":324,"end_date":325,"price":326,"city_id":327,"days":289,"city_name":328},610954,"technical-sales-and-customer-service-in-live-online","2026-12-06","2026-12-10","2900.00",19,"Live Online",{"id":330,"schedule_slug":331,"start_date":332,"end_date":333,"price":326,"city_id":327,"days":289,"city_name":328},706560,"N\u002FA","2027-07-26","2027-07-30",[335,343,351,358,365,370,374,379,383,390,396,402,406],{"id":336,"schedule_slug":337,"start_date":338,"end_date":339,"price":340,"city_id":341,"days":289,"city_name":342},609992,"technical-sales-and-customer-service-in-cairo","2026-11-08","2026-11-12","4000.00",11,"Cairo",{"id":344,"schedule_slug":345,"start_date":346,"end_date":347,"price":348,"city_id":349,"days":289,"city_name":350},610226,"technical-sales-and-customer-service-in-paris","2026-11-15","2026-11-19","5500.00",12,"Paris",{"id":352,"schedule_slug":353,"start_date":354,"end_date":355,"price":356,"city_id":255,"days":289,"city_name":357},611216,"technical-sales-and-customer-service-in-istanbul","2026-12-13","2026-12-17","4500.00","Istanbul",{"id":359,"schedule_slug":360,"start_date":361,"end_date":362,"price":348,"city_id":363,"days":289,"city_name":364},611741,"technical-sales-and-customer-service-in-vienna","2026-12-27","2026-12-31",6,"Vienna",{"id":366,"schedule_slug":331,"start_date":367,"end_date":368,"price":356,"city_id":260,"days":289,"city_name":369},701784,"2027-03-15","2027-03-19","Kuala Lumpur",{"id":371,"schedule_slug":331,"start_date":372,"end_date":373,"price":340,"city_id":341,"days":289,"city_name":342},702837,"2027-04-18","2027-04-22",{"id":375,"schedule_slug":331,"start_date":376,"end_date":377,"price":356,"city_id":32,"days":289,"city_name":378},704259,"2027-05-31","2027-06-04","Dubai",{"id":380,"schedule_slug":331,"start_date":381,"end_date":382,"price":356,"city_id":255,"days":289,"city_name":357},705651,"2027-07-05","2027-07-09",{"id":384,"schedule_slug":331,"start_date":385,"end_date":386,"price":387,"city_id":388,"days":289,"city_name":389},706768,"2027-08-02","2027-08-06","5900.00",4,"London",{"id":391,"schedule_slug":331,"start_date":392,"end_date":393,"price":348,"city_id":394,"days":289,"city_name":395},707947,"2027-09-05","2027-09-09",33,"Riyadh",{"id":397,"schedule_slug":331,"start_date":398,"end_date":399,"price":348,"city_id":400,"days":289,"city_name":401},708425,"2027-09-19","2027-09-23",48,"Jeddah",{"id":403,"schedule_slug":331,"start_date":404,"end_date":405,"price":356,"city_id":32,"days":289,"city_name":378},708891,"2027-10-04","2027-10-08",{"id":407,"schedule_slug":331,"start_date":408,"end_date":409,"price":387,"city_id":388,"days":289,"city_name":389},711877,"2027-12-27","2027-12-31",{"id":327,"city_name":328,"city_slug":411,"country_id":412,"country_name":413,"country_continent":413,"featured":414,"price":415,"image_alt":411,"image_icon":416,"title":328,"h1_tag":328,"content":417,"description":418,"what_to_do":287,"cover":287},"live-online",17,"Online",0,2900,"mdi-microsoft-internet-explorer","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Access Elite Academy’s complete training portfolio live online. Organizations, distributed teams and professionals can join scheduled interactive sessions or request any program to be delivered online, subject to scheduling and delivery requirements.\u003C\u002Fp>","\u003Cp dir=\"ltr\" style=\"text-align: left;\">Elite Academy’s Live Online Training provides access to our complete portfolio of professional programs without linking availability to a physical destination. Organizations, multi-location teams and individual professionals can join scheduled instructor-led sessions or request any program from the Elite Academy portfolio for live online delivery, subject to scheduling and delivery requirements. The format preserves real-time interaction, expert guidance and practical learning while removing the need to travel. Browse the current Live Online schedule below or request your preferred program and dates.\u003C\u002Fp>",{"image_url":287,"image_alt":420,"alt_text":287,"meta_title":421,"meta_description":422,"canonical_url":287,"schema_json":287,"include_in_sitemap":423,"robots_index":423,"robots_follow":423,"robots_advanced":287,"og_title":286,"og_description":422,"og_url":287,"twitter_card":424},"SeoMetadata image","Technical Sales and Customer Service | Elite Academy","Technical products are often lost on a poorly understood requirement, a proposal that lists features instead of outcomes, or a complaint handled slowly after…",false,"summary",[],[427,439,447],{"id":428,"name":429,"name_2":287,"slug":430,"schedule_slug":431,"start_date":432,"end_date":433,"days":289,"hours":290,"city_id":434,"city_name":435,"price":436,"country_name":437,"program_level":318,"program_type":317,"short_details":438,"featured":250,"upcoming":250,"relevance_score":250},609743,"Innovation and Creativity in Customer Service","innovation-and-creativity-in-customer-service","innovation-and-creativity-in-customer-service-in-casablanca","2026-11-01","2026-11-05",23,"Casablanca",4300,"Morocco","\u003Cp>Customers now compare every service with the best digital experience they have had, and scripted, one-size-fits-all service no longer meets their expectations. This programme gives customer service staff and team leaders practical creativity and innovation tools to solve service problems, design better customer experiences and turn good ideas into improvements that last.\u003C\u002Fp>",{"id":440,"name":441,"name_2":287,"slug":442,"schedule_slug":443,"start_date":346,"end_date":347,"days":289,"hours":290,"city_id":363,"city_name":364,"price":444,"country_name":445,"program_level":318,"program_type":317,"short_details":446,"featured":250,"upcoming":250,"relevance_score":250},610228,"Media Communication Service Quality and Customer Trust","media-communication-service-quality-and-customer-trust","media-communication-service-quality-and-customer-trust-in-vienna",5100,"Austria","\u003Cp>Media and communication units lose public trust through slow replies, inconsistent answers, unhandled complaints and errors that are not corrected. This programme gives media, communication and customer-facing staff practical tools to define service standards, handle enquiries and complaints well, measure satisfaction and build lasting trust with audiences and stakeholders.\u003C\u002Fp>",{"id":448,"name":449,"name_2":287,"slug":450,"schedule_slug":287,"start_date":451,"end_date":452,"days":289,"hours":290,"city_id":388,"city_name":389,"price":453,"country_name":454,"program_level":318,"program_type":317,"short_details":455,"featured":250,"upcoming":250,"relevance_score":250},700157,"Marketing Administration and Coordination Skills","marketing-administration-and-coordination-skills","2027-01-04","2027-01-08",5900,"United Kingdom","\u003Cp>Marketing plans often slip for administrative reasons: unclear briefs, missed approvals, suppliers without purchase orders and assets that do not follow the brand. This programme gives marketing administrators and coordinators the planning, organisation, supplier, budget and reporting skills to keep campaigns and events on schedule, on budget and consistent with the brand.\u003C\u002Fp>","en",{"data":458,"code":280,"status":281,"message":483},[459,463,467,471,475,479],{"id":460,"title":461,"slug":462},28,"Executive Leadership & Senior Management","executive-leadership-and-senior-management",{"id":464,"title":465,"slug":466},30,"Leadership Development","leadership-development-2",{"id":468,"title":469,"slug":470},29,"management skills","management-skills",{"id":472,"title":473,"slug":474},18,"Human Resources & Talent Management","human-resources-and-talent-management",{"id":476,"title":477,"slug":478},21,"finance and accounting","finance-and-accounting",{"id":480,"title":481,"slug":482},32,"risk, governance, and compliance","risk-governance-and-compliance","message.Categories have been retrieved successfully"]