Professional Account Management

Professional Account Management	WORKSHOP AIM The aim of the workshop is to develop the participants’ account management skills so that they are able to offer a high level of client support and to develop business opportunities. WORKSHOP OBJECTIVES By the end of the workshop participants will be able to: Understand the key skills and behaviours required to successfully carry out the role of an Account Manager Prepare an account plan for a key account Develop and manage positive client relationships Plan and prepare to manage a client review meeting Identify customer needs and buying criteria and match the products/services of the firm to the requirements of the client Understand and adopt different sales approaches depending on the interests of the client Identify and develop cross selling opportunities Effectively present tailored solutions to meet customers specific needs in order to generate differentiate and competitive edge Effectively manage difficult, complaining or dissatisfied customers
Workshop Content The Role of a Professional Account Manager Key role & responsibilities of an Account Manager Client expectations of service provider- What the client wants! The three key roles for being an effective Account Manager Delivering against expectations, key actions Understanding the Clients – Proactively Developing the Relationship Key client information Client knowledge matrix, gap analysis, knowledge acquisition Multi level contacts Decision making unit Product/service penetration analysis, cross selling opportunities Building and working the action plan Account Planning Staying in Regular Contact with the Clients Communicating with the client Methods of communication – Why & When Reason for the meeting, encouraging more face to face meetings Formal - In-formal, corporate Developing Positive Client Relationships Interpersonal skills & communication skills Modifying approach depending on individual personalities Johari Window – model of interpersonal relations Rapport Building, honest & open feedback Gathering quality information Structuring & Managing the Client Meeting Client Relationship Process – Proactive sales activities Research, planning & preparing for the meeting Managing the review process, fact finding, feedback Structuring the meeting Opening the meeting Identifying & developing client needs/requirements Developing cross selling opportunities 1st Client Meeting Role-Plays Participants will conduct a client review meetings using real client case studies - Review and debrief – coaching for improved performance Day Two Presenting Solutions to Customer Needs Matching solutions to customers needs Features, advantages, benefits & evidence Modifying approach depending on client interests Presenting products/services to meet customers needs and develop differentiation Managing Client Resistance to New Ideas Attitude and emotions Process for managing resistance Syndicate exercise Strategies to over come typical client objections Gaining Client Commitment to Recommendations Attitude Timing Levels of commitment Adopting right approach for client 2nd Client Meeting Role-Plays Participants will conduct client meetings using real client case studies Review and debrief – coaching for improved performance Dealing with Dissatisfied and Complaining Customers Anticipating and managing dissatisfied clients Managing expectations Emotions & attitudes Behaviour & skills Key steps to successfully managing client complaints Dealing with difficult customers Service– Realistic & acceptable Retaining the relationship Managing & dealing with conflict 3rd Client Meeting Role-Plays Participants will conduct client meetings using real client case studies Review and debrief – coaching for improved performance

First Creation Consulting Ltd
David Howard, Acer House, 2 Katherine Close, Penn. Bucks, HP10 8ET UK
Tel: +44 (0) 1494 815599 Email: info@firstcreationconsulting.com

Day Two