Relationship Management
Course Aims
This two-day programme aims to provide delegates with a combination of ‘soft' skills which are essential to successful client relationship management. The skill areas include establishing and developing client relationships; uncovering and taking advantage of sales opportunities, and promoting internal teamwork to improve services to clients. At the same time, delegates will be encouraged to challenge their personal attitudes and behaviours which may hinder effective relationship management.
Course Outline
Day 1
What is Relationship Management?
- Common characteristics of developing client relationships
- Stages and dilemmas in client relationships
- Beliefs and Behaviours
Effective Communication
- The process of communication
- Communication outcomes
- Structure for effective communication
- Telephone Behaviour
The Sales Cycle
- Components of the Cycle
- Persuasion Styles
- Motivation and Mindset
Day 2
Stages of A Sale
- Demonstrating capability
- Types of client needs
- Problem solving process
- Johari's window
Client Needs
- Why we need to uncover client needs
- How we uncover client needs
- Discerning and dealing with genuine and false objections
- Obtaining commitment and closing the deal
The Future
- Creating vision
- Working as a team
- Action Planning
