Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
Sales professionals already on a committed path of continuous improvement, those looking to refresh their understanding and desire to be successful or those wishing to enter a sales related role.
Understand your current situation
Define your current role
Apply a SWOT analysis to accounts
In team and customer politics
Review of competitive market activity
Decision makers & processes
Setting strategic business objectives
Understand customer's ROI (return on investment) expectations
Appreciate the importance of setting personal and business objectives
Relationship management
Prioritise which account contacts to review
Managing relationships with effective communication and building rapport
Barriers to success
Interpersonal skills
Personal outlook
Time management
Influencing & negotiating
Fact finding and questioning
Key course takeaways and agreed next steps
Setting clear objectives with commitment to review and improve
Five point account review plan of action
Arguably, the most experienced and highest motivated trainers.
Training is held in our modern, comfortable, air-conditioned suites.
A hot lunch is provided at local restaurants near our venues:
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Available throughout the day:
Regular breaks throughout the day.
Contains unit objectives, exercises and space to write notes
Your questions answered on our support forum.
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Allpress Espresso
J P
A good day of teamwork and sharing ideas. However the agenda was very long and therefore felt unrealistic. True enough, we lost structure and focus towards the end (I.e team and personal goals would have been great at the start of the day). Feels like training that is more relevant to big corporates than smaller businesses. Some of the group work was really useful though.
Excellent Account Management
Astound Commerce
Ursula Lennon,
Client Services Mgr
Overall, the course was delivered really well by Dennis. I took away new tools and techniques that I'd not thought about before such as identifying my clients behavioural styles to speak their language and continue to prepare/adapt in conversations.
Excellent Account Management
Boundless By CSMA
Kirsty Cameron Clark,
Senior Account Executive
Yes, everything was delivered in a great way and lots to think about
Excellent Account Management
| Next date | Location | Price |
|---|---|---|
| Mon 28 Sep | Limehouse | £495 |
| Fri 2 Oct | Online | £495 |
| Thu 29 Oct | Bloomsbury | £495 |
| Mon 2 Nov | Online | £495 |
| Fri 27 Nov | Limehouse | £495 |
| Wed 2 Dec | Online | £495 |
And 26 more dates...
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Excellent
Royal College of Physicians
HR & Learning
Magda M
Customer Service Excellence
"STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality."
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Below are some extracts from our Excellent Account Management manual.
• Proactive
• Mutually beneficial partnership
• Clear goals and strategy
• Reactive
• Customer is the major beneficiary
• Respond to customer problems and queries
How much do you know about your direct competitors?
• Have you visited their website?
• Do you know the nature of their latest press release?
• Do you know their reputation?
• What successes have they celebrated recently?
• How do they currently market themselves?
• Where do they advertise?
• What other forms of marketing do they use?
• What are their Strengths/Weaknesses/Opportunities/Threats?
Awareness
Evaluate options
Purchase
Experience
Support
• Where are the roadblocks on this journey?
• What improvements need to be made to remove roadblocks and improve the journey?
Key accounts are the 20% of accounts that generate 80% of your company revenue.
• Product fit
• Sustainability
• Average transaction size
• Revenue potential
• Purchasing process
• Partner history
• Existing relationships
• Cultural fit
• Geographic alignment
• Solvency
• Their problem is your problem
• Accept responsibility and apologise
• Admit your mistakes
• Use your initiative, be proactive
• Understand from their perspective
• Follow up on progress with all involved
• Keep the customer updated
• Hold yourself accountable for the outcome
CSAT Customer Satisfaction score
‘How satisfied were you with our service or product?’
NPS Net Promoter score
‘How likely are you to recommend our service or product?’
CES Customer Effort score
‘How difficult was it to get your issue resolved or use our product or service?’
TrustScore
4.9
/ 5
2493 reviews
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All prices offered for business users and exclude VAT. E&OE
Software Training London Ltd. t/a STL
2nd Floor, CA House, 1 Northey Street,
Limehouse Basin, London, E14 8BT, United Kingdom.
Registered in England and Wales.
