This program revolves around creating and maintaining a very
specific type of customer; those individual accounts that represent a
significant percentage of an organisation’s turnover and profit.
Not every business is set up to have Key Accounts, but those that are require
specialists in their management. This course is specifically designed for those
specialists; salespeople who have been given the opportunity to grow high
potential customers into the ultimate status of Key Account.
Be warned – this is not a sales course. In many ways Key Account Management
is a step beyond selling; a step into a deeper, more strategic and symbiotic
relationship with a select circle of clients.
Duration
Two consecutive days
Designed for
Experienced sales people who have been or will be designated with Key
Account Manager status within their organisation.
Content
• The mutually beneficial nature of the Key Account/Service Provider
relationship
• A specialist time management model
• Analysing/segmenting customer markets in order to determine potential Key
Account prospects
• A specially designed Key Account rating process for determining which
customer to target for Key Account growth activities
• A two step process for building tailored development strategies
• Key Account communication techniques and strategies
• Becoming indispensible
• Finalising Key Accounts
Learning outcomes
• Demonstrate a range of communication techniques to deal with difficult
situations
• Identify styles of behaviour and determine your own personal style
• Communicate assertively
• Be more aware of the ways difficult people create and use conflict
• Effectively handle conflict with customers
• Demonstrate the six step method of handling complaints
• Find positive solutions to customer complaints
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