ISMM Telephone Account Management course
telephone account management training course - 2 DAYS
This course is ideal for anyone who is involved in managing existing client relationships over the phone, responsible for retaining and developing accounts whilst also dealing with incoming lead opportunities. For those involved in generating new business leads, appointments and selling over the phone then the Generating Leads and Appointments or the Telesales Master Class would be more beneficial.
Course content includes:
- Skills, attitudes and behaviours of a 1st class telephone account manager
- Why business clients buy and how your relationship influences their decisions and loyalty
- How to develop and maintain strong and long lasting relationships with clients (build rapport, credibility and trust)
- Structure and process for dealing with incoming calls and making pro active outbound calls to your clients
- How to be pro active to increase sales (reasons to call and how to add value)
- Learn how to prioritise your accounts to maximise your sales using the 4 customer types profiling model
- Importance, benefits and information to update when managing client records
- How and when to cross sell and up-sell to increase sales and profit
- Effective communication to persuade and build relationships with different personality styles
- Structuring effective emails to communicate different messages (resolution to problem, promotion and quote)
- How to deal with problems and turn them into opportunities to shine
- 5 step process to dealing with problems and achieving resolutions
- Questioning skills using a rapport building style to gain information to help uncover needs for what you sell
- How to gain access to other decision makers and influencers to build stronger loyalty to you and your organisation
- Managing and exceeding client's expectations whilst maintaining profitability and manageable workloads
- Gaining customer feedback and how to benefit from this information
- Ways to gain and test commitment and close the deal
- Customer engagement to gain repeat orders and referrals
Wide range of open courses start from £195+ vat per person. Contact us for more information or to book a course
