Account Management: Building Loyalty, Relationships and Profits


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Maybe at one time your sales reps could passively manage their accounts with little risk. "My customers are loyal," they'd think, "I can put this account on auto-pilot and focus on new business."

But those days are long behind us. In today's competitive market place every account demands active management. If customers feel ignored or taken for granted they'll quickly jump to the next vendor who promises them a better deal and a little more hand holding. That's why we invite you to check out Account Management: Building Loyalty, Relationships and Profits - a new sales coaching tool that gives your people the insights they need to keep customers engaged, satisfied and eager to continue doing business.

The kit contains 3 complete training modules

  1. Customer Engagement: Why YOU Need to Drive It
  2. The Most Dangerous Question in Sales and How to Avoid It
  3. Upselling Without Fear: The Low-Risk Method to Get More From Almost Every Sale

Each of the 3 topics in this kit includes:

  • The short-form "Quick Take" video learning module
  • Handouts for following along and taking notes
  • Discussion Guide to help direct meaningful follow up conversation and reinforce the message
  • Summary Sheet participants can hang by their desks for quick review
  • Quiz  to reinforces the training and allows you to track how well people internalized the concept

Why "Quick Take" modules?

Short-form: Just six to 10 minutes long. Today's adult learners can't sit for extended periods of time absorbing training material.

Single-Concept: Teaching people just one concept at a time vastly increases the likelihood that learning will be retained and deployed successfully. Each program delivers a single "aha moment".

Research-based: Learners that perceive their training as credible drives a higher level of behavior change.

The research says you’ll get high engagement and high knowledge retention if you structure training events in short segments that focus on one, research-based concept, not three, or four or five.

Here’s a summary of what you’ll learn in each of the modules:

Customer Engagement: Why YOU Need to Drive It (6:41)

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. In this module, 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.

The Most Dangerous Question in Sales and How to Avoid It (8:10)

“How are we doing?” It sounds like a win-win sales question, right? But asking “How are we doing?” can backfire and undermine the relationship you seek to build. In this module, you’ll learn: Why you shouldn’t ask your customers to judge your performance, why asking for feedback in the wrong way can damage your relationship with your customer and cost you sales, and three ideas to help get the feedback you need – and build customer satisfaction.

Upselling Without Fear: The Low-Risk Method to Get More From Almost Every Sale (9:48)

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.