Working With Clients. Attract and Keep Every One of Them

Relationship marketing, loyalty increase, post sale service, dealing with key company clients

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What you will get:
Methods of effective reasoning for a face-to-face meeting
Methods to work with customers’ doubts and objections
The after sales service
Principles of managing your key accounts
Understanding the principles of the relationship marketing
About this course
If you have just started learning the profession of the customer relationships manager or if you are looking for a new field to build your career, then you are in the right place because our course would be helpful in both cases. Customer relationship manager is a person who is responsible for company’s relationships with the buyers. We’ll look into main principles on which this work is built, learn basic concepts of customer relationship marketing, as well as the strategy for the customer-oriented approach.

If you have doubts about your approach towards customer relationships – don’t worry, in our course you’ll be able to study characteristics of the communication with particular types of people, especially with your key customers, and you’ll learn how to establish long-term, productive relationships with them. The knowledge you gain will be useful for your professional realization in the sales field, and will help you strengthen your position and improve your status.
Course structure

Lesson 1. Relationship marketing

In this lesson you’ll learn about the main principles of the relationship marketing. Today this strategy is very effective. We’ll tell you about the benefits of building long-term relationships with your customers, and which mistakes in communication you should avoid. You’ll also learn what it means to be customer-oriented.

Additionally, we’ll offer you seven criteria for evaluating the work of a customer relationships manager, as well as the responsibilities.

Lesson 2. Methods for improving your customer loyalty

We’ll discuss how to improve customer loyalty, and what to pay attention to in order to turn a random visitor into a loyal customer. Besides, you’ll be able to understand the purpose of the loyalty programs.

In the supplementary materials, we are offering you 10 effective strategies to improve your customer loyalty.

Lesson 3. Main principles and techniques of communicating with the customer

The approach of dealing with a customer depends on the customer type. This lesson deals with the main techniques of communicating with the customer. You’ll learn about different customer types, and how to deal with each one of them. We’ll share with you some useful phrases, to start a dialogue, and some tips for the body language during the dialogue.

The supplementary materials will offer you 15 key recommendations for effective communication with the customer.

Lesson 4. Identifying and creating customer needs

The key to successful sales is to meet customer needs. In this lesson you’ll learn how to identify these need. You’ll examine a list of questions that will help you understand your customer, and you’ll learn the algorithm for asking those questions.

Additionally, you’ll find 15 types of customer needs and ways to identify them.

Lesson 5. Negotiating with a customer

In this lesson, you’ll learn how to negotiate with a customer. You’ll learn seven rules to conduct them successfully. We’ll discuss the specifics of negotiations over the phone, we’ll look into main mistakes of this type of negotiations, and how to avoid them. We’ll discuss the structure of a phone call with a dissatisfied customer.

In the additional materials, you’ll find a checklist to prepare for a phone call.

Lesson 6. Face-to-face negotiations

A personal meeting has the most powerful impact on a customer. In this lesson you’ll examine the main rules of face-to-face negotiations, and learn to conduct them successfully. You’ll learn about the methods of effective reasoning and convincing, and you’ll study how to deal with objections.

In the supplementary materials, you’ll find a checklist for meetings with a customer, and a list of mistakes that you should avoid during your first meeting with a customer.

Lesson 7. Working with customer’s objections and doubts

In this lesson, you’ll learn some reasons for the customer’s doubts and objections, how to work with them. You will also learn to validate customer’s objections and reason with them.

From the supplementary materials, you’ll learn about the empathy principle for communicating with the customer.

Lesson 8. Customer service after sales

We’ll discuss a feedback loop and how it can improve your customers' loyalty, by motivating them to come back to you. You’ll learn about the types of after sales service, and how to manage the feedback collection.

In the additional materials, you’ll study five content types that customers need during after sales service. You’ll also learn about the ideal format for their feedback.

Lesson 9. Tasks and functions of a key account manager

The final lesson is dedicated to working with the key accounts of your company. You’ll learn what the core function of a key account manager is; you’ll study the skills required to work with key accounts, and the main mistakes to avoid.

Additionally, we are offering you a bonus: instructions for managing your key accounts and the principles of strategic management.