Building Client Relationships
DESIGNED FOR: Executives, Client Relations Specialists, Sales Managers and Sales Representatives who deal with clients or a daily basis.
RESULTS: After this programme, you will: promote and sell products and services that match your clients' needs/expectations and increase your clients base.
CONTENT: This four-module programme reviews key concepts for focusing on clients' needs and maintaining long-term client relationships.
Module 1: The Impact of Human Behaviour on Client Relationships
Ø The Communication process and the four communication styles
Ø Frames of references and how they impact on how we send or receive information
Ø The three components of a verbal message
Ø Understanding non-verbal signals: looking for signs of discomfort, impatience, acceptance, enthusiasm, etc.
Ø Are you visual or auditory?
Module 2: Fundamental Selling/Service Skills and Attributes
Ø Clients’ Expectations and needs: characteristics of Generation Y, Generation X, Baby Boomers and the Swing Generation
Ø Gaining clients’ trust
Ø Needs vs. Benefits
Ø Fundamental Selling Skills: Focusing on the client, Earning the right advance, Involving the client, Questioning, Listening
Ø Skills practice exercise and diagnosis on Effective Questioning and Listening
Module 3: Business and Service Strategy
Ø A client-service report card
Ø The Two Levels of Business and Service Interactions
Ø Core or Minimal Value Level Service
Ø Optimal Value Level Service
Ø Developing a Business and Service Strategy
Ø Employee Authority Survey: Manager’s perception vs. Employees’ perception
Ø The four areas of Service Effectiveness
Module 4: Powerful strategies to keep and increase your client base
Ø Prospecting: natural markets, centres of influence, nests
Ø The cost of loosing a client
Ø Creative thinking: mindmapping (explanation of process)
Ø What organisations and individual departments can do to maintain and increase their client base: brainstorming, using a mind map. Large group discussion to share ideas
Ø International Business Etiquette (China, United States & Canada, United Kingdom, Europe, Japan, Hong-Kong, Russia, South America, etc.)
DURATION: Four half-day sessions or two days