Account management on the telephone

Account management on the telephone is becoming increasingly important. Selling costs are going up and in many markets there are fewer customers. Consequently it is important to focus your time on where you are likely to get the best return.

Telephone account management - growing business area

Telephone account management - growing business area

As one of our latest batch of audio products, we have a CD that guides you through all the things you need to know to add more customers and clients and equally importantly – keep the ones you’ve currently got.  How often do sales business models focus and reward exclusively new business accounts. You can find the audio training CD by following this link http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=32

It guides you through understanding what the function of account management is, how to do the key parts of the job effectively, and how you are the single biggest factor in determining outcomes !

Interestingly, 5 out of the last 7 people who have bought this audio CD, also bought the audio CD on time management too. Running your customer portfolio is partly about being well organised yourself of course too. Find more details here http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=24 All CDs are currently £34.99 + VAT and payment is easy through PayPal. You can use your credit card too.

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Account management – take the long view

How easy is it to give up on a business account because you feel you’re getting nowhere ? Sometimes you feel it is impossible to build rapport with the key decision-maker.

Sometimes even sales people following up a quotation or proposal will try the contact once, but then give up if they don’t get through.

If you’ve decided an account is worth pursuing because it meets the necessary criteria, then it is worth pursuing! This means a structured, thought through communication plan. And no this doesn’t mean you need to contact them every day or every week – it has to be what is approriate. Contact them too much and they’ll start to get irritated. So that is clearly counterproductive.

Instead try to build up knowledge about all accounts you’re working with so that you understand what they do, how they do it and why they do it. There will be an audio CD available in early 2009 on the subject of account management. The working title is ‘highly effective account management (how to get more from your customer base)’ and you will be able to find it in the telesales skills section, follow the link http://www.associatedlearningsystems.co.uk/product_list.asp?Section=TELESALES%20SKILLS 

If somebody leaves (whether good news or bad news for you personally) it changes everything ! So it is vitally important to build good relationships with as many interested parties as you can at all times

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Ask why not !

Whenever a customer or prospect turns down your offer – always remember to ask why. This will display self-confidence and will tell you many important things.

Understanding what motivates customers to make certain choices is really important. They’ll respect you for the fact that you’re not taking the easy option and turning on your heel. 

You must then start the process of building the relationship for the next time – the next order. There are 3 audio CDs available on the sales process. Simply follow this link to find out more http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=16

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Develop twice as many sales contacts (with an easy system)

Many people are aware that the single biggest factor in determining whether you get business out of a customer is the strength of relationship you have with the individual.

It is not the quality of your products, nor the pricing, but instead the relationship you have. If they like you they will be more likely to do business with you, and if they don’t like you, they will go out of their way to buy elsewhere.

So it is always disappointing when someone you have a good customer – supplier relationship with leaves. It can often be like starting again. But the tip is to find out where they are going to – especially if they are staying in a similar role. So now you have the existing organisation, and of course you’ll be looking to start again here, plus the new one.

Once they’re settled in, you then phone them with something like the following script ;

You : “You may not remember me, but my name is …….. and I used to talk to you about …… when you were at ABC Ltd.” To which they often reply ;

Them : “Of course I remember you, how are you ?” And now you’re away !

And my advice is even if you find out they’ve already left, you can still track them. Either you ask one of your other contacts within the customer company if they know where they went to. You have got other contacts haven’t you ?!

Or as a last resort try finding them on Google. This is of course much easier if they have an unusual name, but many of them will eventually pop up elsewhere.

Always work your contacts hard, and don’t easily give up on all those relationships that you’ve worked hard to build.


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