Account management requires a unique skill set. How do you keep the magic alive in a long-term sales relationship, avoid “grass is greener” syndrome and build long-term loyalty? This Quick Take Package includes five research-based micro-videos that will help account managers spot signs of trouble in an account; drive higher levels of engagement that lead to high customer retention; keep competitors at bay by entangling themselves in the customer’s business; and open up more opportunities for cross-sells and up-sells.
The videos included in this package are:
Account Retention: Little Signs of Big Trouble
Customers are like icebergs. You only see about 5 percent of what they’re really thinking. Maybe they think you’ll take advantage of them if they’re too open. Maybe they’re talking to other vendors and don’t want you to know about it. Maybe they just want to avoid confrontation. Whatever the reasons, these hidden objections can sink an account. In this Quick Take, you’ll learn how to identify “conversational icebergs” -- seemingly minor remarks from customers that could signal a coming disaster, three reasons why you might not see the danger and a simple technique to uncover account problems even when there’s no sign of trouble.
Customer Engagement: Why YOU Need to Drive It
Customers sometimes send signals that they’re no longer interested in doing business with you. They stop returning your calls, they cut their spending, and generally seem indifferent about your products and services. It’s human nature to think, “I see the handwriting on the wall; I’d be better off using my time to find another buyer.” But if you react this way, you risk turning good buyers into walking-dead accounts. In this Quick Take, you’ll learn the results of a Wharton study that reveals which customers are most – and least – likely to leave, a common but deadly mistake that leads salespeople to disengage from buyers and a simple mantra that will ensure you never lose a customer through disengagement.
Building Customer Loyalty: The Entanglement Strategy
Course Description: You must keep your customers satisfied to keep them around. But satisfaction doesn’t give you a competitive advantage. Buyers expect it from every supplier. And given a chance, hungry competitors will do everything they can to appear more responsive and helpful than you. In this Quick Take, you will learn why customer satisfaction isn’t the most important factor in keeping customers loyal, the other driver of customer retention – switching costs, and how to create “entangled relationships” to lock in customer loyalty.
Upselling Without Fear: Get More From Almost Every Sale
Many sales professionals fear upselling because they believe it will make them look greedy and might cost them the sale. Fact is, this fear is legitimate – if you don’t handle upselling properly. But top sellers know that upselling is a powerful tool to increase sales volume and add value to the customer. In this presentation you’ll learn: The two most common upselling mistakes, the ideal moment to ask for more and the #1 insight star salespeople “get” about upselling.
How to Sell a Price Increase
In this Quick Take you will learn the difference between a high price and a fair price, how buyers determine whether a price is fair, and four guidelines you can use when presenting price hikes.
This package includesFor each of the Micro-Training videos, you'll also get:
Prove that the learner(s) understand the concept and increase knowledge retention.Discussion Guide
Facilitate a discussion, connecting the concept to your unique challenges.Summary Sheet
Revisit the concept as follow-up or in the moment-of-need.
How do you use this?Multi-video packages are for companies that want to take a deep dive into a single skill area. Each package contains several carefully chosen videos that create an extended learning path. Devoting two to three months to exploring a topic from multiple angles results in more sustained engagement in training, better knowledge retention, and more effective deployment on the job. To kick start Micro-Meetings
Micro-training makes it easy for managers to facilitate meetings where teams develop shared vocabulary and benefit from peer learning.To kick start one-on-one coaching
Micro-training is extremely tactical and it’s a great tool to help managers frame very specific, skill-based coaching interactions.As self-directed learning
Micro-videos are a solution to a specific skill challenge. For example: “How to handle an employee who has a bad attitude,” or “How to handle a price objection.” You have a question. You find the right micro-video. You watch it on your own. You deploy the skill on the job.