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.
WHAT YOU'LL LEARN:
At the end of the training, you will be able to:
- Develop and nurture client relationships.
- Practice using ice-breakers and other rapport building techniques.
- Use appropriate planning steps prior to client meetings and ride-alongs.
- Use adult learning techniques in one-on-one teaching situations.
- Maintain a relationship by identifying client issues and addressing client problems appropriately.
- Give client feedback and identify appropriate client maintenance and follow-up techniques.
- Correct a channel partner’s mistakes appropriately.
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.
This workshop qualifies for 1.2 of continuing education units.