Sales - Key Account Management, Maximise Opportunity

Course Overview

Sales - Key Account Management, Maximise Opportunity

Understand the role of account management and learn techniques to build and maintain excellent customer relationships.

Course Content

Module 1 – The Customer Management Mix
• What is account management?
• What makes an effective account manager?
• Overview of the account management cycle

Module 2 – Managing the Customer Relationship
• Making positive first impressions
• Barriers to effective communication
• Techniques for building rapport
• Effective questioning techniques
• The information funnel
• Active listening
• Non-verbal communication

Module 3 – Account Management
• Understanding the decision-making unit
• Account plans and contact strategies
• Account penetration
• Identifying opportunities
• Four styles of customer behaviour
• Influencing customer behaviour
• Matching solutions to needs
• Maintaining customer records

Module 4 – Business Development
• Developing repeat and future business
• Successful account networking
• Other referral methods