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Seminar-training

Dealing with key customers (key accounts)

Goal

  • Understanding the role and objects of dealing with key customers
  • Establishing long-term plan in dealing with key customers
  • Improvement of establishment of cooperation with customers, selling and customer service skills
  • Practicing methods of negotiations in communication with customers (any person) while pursuing the objectives
  • Comprehension of importance of information presentation – via email, phone call, meeting
  • Obtaining motivation and self-confidence, strengthening obtained knowledge in independent work
  • Facilitating competitiveness of employees

Target audience – up to 10 participants in the group

Methods

  • Workshop-training with active involvement of participants, discussions and exchange of experience
  • Practice. Individual and teamwork
  • Video training, modeling, plays, analysis of situations, feedback and recommendations
  • Role plays – video training, modeling, plays, analysis of situations, feedback
  • Participants will keep all workshop materials at their disposal
  • Before workshop – surveys, after workshop – feedback and recommendations

Time – 2 days

Content

  • Role and objects of an employee in dealing with key customers
  • Cooperation planning. Development of long-term cooperation plan

    Analysis of customers’ base. Development of a perspective customer profile
    Customer’s objectives and motives for cooperation, prognoses and ascertainment
    Stereotypes. Their impact onto cooperation with customers and means of overcoming
    KANO demand model
    Buying cycle
    Planning a cooperation strategy
    Meaning of CRM
    Time planning

  • Communication

    Basic principles of business negotiations
    Role of individual image. Interaction of images
    Establishment of informal relations with customer

    Business meeting in office (“at Customer’s”, “at Our’s”)
    Customer service standard – adjustment
    Expressing appreciation – praise, compliments

    Ascertaining objective and subjective demands of customer

    Trust to a company, product, service, and employee
    Role of price in cooperation
    Meaning of personal relations in decision-making

    Informing about news

    Changes in cooperation conditions
    Sales
    Contest

    Bargaining about conditions
    Meaning of teamwork
    Promises and their fulfillment
    Dealing with mistakes and unsatisfied customers
    Customer surveys, questionnaires (customers satisfaction level)
    Analysis of cooperation

Trainers – Kaspars Savickis and Kristīne Martinsone