Learning Objectives
- Identify the dynamics of account management, clients’ needs and buying behaviors.
- Plan and analyze a process to manage your key accounts successfully.
- Implement ways to create, build and maintain positive working relationships with your customers.
- Maintain customers’ account, maximize loyalty & engagement, and increase revenue.
Modules
- Overview and definition
- The way of influencing your distributors
- How is managing accounts measured?
- 20-80 rule
- Who are your customers?
- Defining customer needs and expectations
- Identifying customer needs and expectations
- Studying GAP analysis
- SWOT analysis
- PESTLE analysis
- Helping your accounts buy
- Consultative selling
- Generating an improvement plan for your distributors to enhance sales
- Preparing for meetings
- Most important factors to discuss in a meeting
- Making the most of these meetings
- Planning and mapping your accounts
- Building rapport
- Listening and questioning
- Importance of building customer relationships and increasing customer loyalty
- Objectives of engagement programmes
- Types of customer engagement programmes
- Reviewing activities for existing customer engagement programme
- What are the types of after sales services?
- Importance of aftersales
- Value added in aftersales services
- Factors related to aftersales service
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