Relationship Management

Overview

Course duration: 2 days.

Building a partnership approach is the focus of this two day workshop. It will enable you to build longer term relationships and engage more confidently with your customers, driving longer term, more productive relationships.

During this two day workshop delegates focus on building rapport, identifying client needs and developing the listening and questioning skills of relationship management. Delegates will also learn how to manage resistance and adapt personal sales styles to suit each customer. At the end of the workshop you will able to take away copies of the sales models used during the two days which will enable you to continue to achieve the results you want from building successful customer relationships.

Is it right for me?

Suitable for sales professionals needing to use a consultative sales approach to understand customer needs to develop current solutions. Additionally, any business professionals who act in an advisory capacity and whose role requires them to develop positive relationships with their customers.

What will I learn?

By the end of this course you will be able to:

• Move towards a consultative and added value selling model to improve results and generate opportunities.
• Identify the root cause of your customer's problems and offer the ideal solutions.
• Understand the effect of your sale on your customer’s business.
• Know how to blend people, product and process together to make a difference.
• Create a greater commercial awareness of your client.
• Ensure that you understand and deliver both tangible and intangible benefits to your customers.
• Develop the skills and behaviours needed to successfully deliver solutions that win business.
• Be aware of client developments and market trends.
• Understand the importance of the value chain and what it's worth to the customer.
• Create a personal development plan.

Pre-course Activity

Prior to attending this course it is advised that you reflect on two of your customer relationships that you feel have encountered challenges – think about what went well during the relationship and what didn’t work so well. These challenges will be discussed during the course.

What will it cover?

Value Added Sales Models

• The differences between consultation and other sales approaches
• What motivates customers to buy?
• The skills required for success - your strengths and weaknesses

Delivering Targets

• Reviewing your objectives and targets as part of the sales cycle
• You are the expert and solution provider - does your customer realise this?
• Maximising your value to the customer - focus on objectives
• Making customers want to involve you in their decision -making processes

Building Rapport with Customers

• The importance of personal presentation, body language and personality
• Assessing the customer's style and behaviour
• Building a network of contacts within the customer organisation

Analyse the Situation

• Researching the scope and strength of the competition
• Differentiating your products and service from your competitors
• Competitors' sales strategies - strengths and weaknesses
• Analysing your fears, objections and doubts
• Design solutions with the options and flexibility
• Blend products, sales processes and people together

Communication and Relationship Building

• Using questioning and listening techniques to establish real needs
• Probing to gain a more in-depth understanding of your customers' needs
• Creating commitment by linking benefits to the client's needs
• Presenting your proposal using persuasion and influencing skills