Building Client Relationships

Scheduled Sessions

Course overview

• Relationship building and effective account management form the basis for successful sales strategy in an organisation. This program focuses on ways to build sales, retain business and increase referrals through the effective servicing and management of one-on-one relationships with clients.
• The interpersonal aspects of developing mutually beneficial relationships are covered with reference to relationship management models designed to maximise return to business.

Key benefits

• Improved sales performance through implementing proven methods of strengthening relationships with clients.
• Provides processes for undertaking situation analysis, setting loyalty objectives and developing loyalty action plans.

Who Should attend

• Account managers.
• Client relationship / liaison managers.
• Sales executives / representatives.
• Technical people who support the sales process in a client facing role
• APS3 to APS6 public sector employees.

Qualification Pathway

Learning outcomes

• Initiate interpersonal communication with clients
• Establish client relationship management strategies
• Maintain and improve ongoing relationships with clients
• Build and maintain networks.

Course content

• Defining client relationships and the elements of good and bad relationships.
• The long term benefits of developing strong client relationships.
• The investment decision in building relationships with clients.
• Methods of identifying the status of a client/supplier relationship.
• Defining client satisfaction and determining its value and benefits.
• Measuring the performance of a client/supplier relationship.
• Measuring client satisfaction.
• loyalty and intent to re-purchase.
• Researching the client and their organisation.
• Developing a client loyalty plan.
• Identifying key loyalty drivers and setting loyalty objectives.
• Communicating with different buying decision makers.
• Establishing first contact and creating high impact first impressions.
• Identifying needs through appropriate questioning techniques and tools.
• Building confidence and trust.

Assessment details

• You may achieve a Statement of Attainment if you choose to be assessed for this module.
• Assessment is by workplace project.
• Assessment is optional.

Australian Qualifications Framework level

• Level 4

Prices