Customer Retention: How Top Sales Professionals Earn Long-Term Accounts


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Your customers are under more pressure than ever to control costs and to find smarter ways of getting things done. The status quo just isn't good enough. That means they're more likely than ever to meet with one of your competitors who promises a new and improved solution that saves money and time.

Bottom line: In today's market salespeople need to work harder to protect their customer base. They no longer have the luxury of passively managing accounts assuming that business from "loyal" customer will just keep rolling in.

The kit contains 3 complete training modules

  1. Customer Retention: The Four Open Doors
  2. Account Retention: Little Signs of Big Trouble
  3. Angry Customers: The Three R's for Dealing with Hostility

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 Retention: The Four Open Doors (8:48)

It’s easy to overlook an open door. You work hard to manage your accounts and deliver good service. But caught up in the day-to-day details, you might stop noticing all the ways a competitor can break into your business. A competitor can get to your customer in countless ways. And you can’t prevent them all. But you can make it harder for the competition. There are four critical Open Doors in sales – points of entry that are most likely to leave accounts vulnerable. In this Quick Take we will explain how to make sure those doors are locked tight.

Account Retention: Little Signs of Big Trouble (8:04)

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.

Upselling Angry Customers: The Three R's for Dealing with Hostility (7:20)

Sooner or later, every salesperson faces angry customers. Maybe it was something you did. Maybe somebody else in your organization dropped the ball. Maybe the customer is just being unreasonable. Whatever the reason, you’re the one who has to take the heat. In this Quick Take you will learn the one thing an angry customer wants to hear, why even experienced reps often respond the wrong way to their customers’ anger, and the three R’s that can turn an angry encounter into an opportunity to earn your customer’s loyalty.