Building Client Relationships

Overview

Relationship building and effective account management form the basis for 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.

Designed For

Account managers, client relationship/liaison managers, sales executives/representatives and technical people who support the sales process in a client-facing role.

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 organization
• 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

• Explain the characteristics of client relationships and their development
• Determine the reasons for and benefits of building a relationship with a client.
• Apply communication skills to enhancing relationships with clients
• Research and build a client and organisational profile
• Effectively plan to establish relationships with clients and their organizations
• Explain the strategies/behaviours that build customer satisfaction, loyalty and advocacy
• Develop an individual client loyalty program
• Track and measure the strength and effectiveness of client/supplier relationships.

BSB MKG 406A Build client relationships

Duration
2 Days