| ADVANCED
ACCOUNT MANAGEMENT SKILLS |
| a
two-day workshop |
| This
workshop helps the account representative plan client contacts, build
client relationships, use adult learning techniques to inform the
client, key client meeting skills and client maintenance tips. |
WORKSHOP
CONTENT
Introduction
and Workshop Overview
 |
Overview
of the three-part client relationship process |
|
Sales
Presentation |
|
Introduction
and purpose of the two-day workshop |
|
Account
Management Skills Inventory |
|
Personal
objective setting |
Unit
1: Plan
Client Contacts
|
How
to research essential client information and review the business
integration strategy |
|
Plan,
organize and prepare for a client meeting and one-on-one training
sessions |
|
Develop
training/coaching objectives |
|
Visual
support |
Unit
2: How to Build a Relationship
|
Break
the ice with new clients |
|
Establish
rapport |
|
Check
your influencing style |
|
Develop
trust and credibility |
|
Build
confidence and success |
Unit
3: Adult Learning Techniques
|
How
to build retention |
|
Identify
three styles of in-taking information |
|
Use
18 adult learning concepts to enhance learning |
|
Evaluate
10 aspects of your style |
|
Present
a 5-minute session to a partner |
Unit
4: Use Client Meeting Skills
|
How
to ask appropriate questions |
|
Give
tactful feedback |
|
Coach
and correct errors |
|
Responding
to client questions |
Unit
5: Client Maintenance
|
How
to evaluate your success |
|
Identifying
client issues |
|
Continue
to build a trusting relationship |
|
Appropriate
client follow-up |
Unit
6: Participant Practice (afternoon of day two)
|
Practice
giving client training and feedback in a dynamic situation that is
videotaped with instructor and participant feedback.
Each Account Manager will practice client coaching situations in
a role play. |
EXPECTED
OUTCOMES
By
the end of this 2-day workshop, the Account Manager will be able to:
| 1. |
Develop
and nurture client relationships. |
| 2. |
Practice
using ice-breakers and other rapport building techniques. |
| 3. |
Use
appropriate planning steps prior to client meetings and ride-alongs. |
| 4. |
Use
adult learning techniques in one-on-one teaching situations. |
| 5. |
Maintain
a relationship by identifying client issues and addressing client
problems appropriately. |
| 6. |
Give
client feedback and identify appropriate client maintenance and
follow-up techniques. |
| 7. |
Correct
a channel partner’s mistakes appropriately. |
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