Building Client Relationships

Overview

Relationship building and effective account management form the basis for a successful sales strategy in an organisation. This program focuses on ways to build sales, retain business and increase referrals through the effective servicing and management of one-on-one relationships with clients.

The interpersonal aspects of developing mutually beneficial relationships are covered with reference to relationship management models designed to maximise return to business.

Building Client Relationships is designed for:

• account managers
• client relationship/liaison managers
• sales executives/representatives
• technical people who support the sales process in a client facing role
• people seeking to acquire the skills involved in these roles.

Content

• defining client relationships and the elements of good and bad relationships
• the long term benefits of developing strong client relationships
• the investment decision in building relationships with clients
• methods of identifying the status of a client/supplier relationship
• defining client satisfaction and determining its value and benefits
• measuring client satisfaction, loyalty and intent to re-purchase
• researching the client and their organisation
• identifying key loyalty drivers and setting loyalty objectives
• communicating with different buying decision makers
• establishing first contact and creating high impact first impressions
• identifying needs through appropriate questioning techniques and tools
• building confidence and trust.

Learning outcomes

• initiate interpersonal communication with clients
• establish client relationship management strategies
• maintain and improve ongoing relationships with clients
• build and maintain networks.

Units of Competency

• BSBREL 402A Build client relationships and business networks

Duration
2 Days