Relationship management for account managers

Overview

Framework:
RQF
Level:
Level 5
Unit No:
M/508/0222
Credits:
6
Guided learning hours:
30 hours

Assessment Guidance

n/a

Unit Learning Outcomes

1

Understand how to build relationships with accounts.

Assessment Criteria

  • 1.1

    Explain what information is needed about the account and competitors.

  • 1.2

    Describe how to build trust with accounts.

  • 1.3

    Explain how to provide expertise to improve the productivity of the account.

  • 1.4

    Explain how to reduce the account’s financial burden.

  • 1.5

    Explain how to improve the quality of service provision.

  • 1.6

    Describe how to maintain account loyalty to own organisation.

2

Understand how to use networking in sales.

Assessment Criteria

  • 2.1

    Evaluate methods for developing a personal network of contacts to meet current and future needs for information, resources and sales opportunities.

  • 2.2

    Explain the importance of reciprocity and confidentiality in networking.

  • 2.3

    Evaluate methods for maintaining communication with contacts in personal network.

3

Understand how to use consultative selling.

Assessment Criteria

  • 3.1

    Evaluate methods for researching prospective customer organisations suitable for consultative selling.

  • 3.2

    Evaluate methods for establishing rapport and own credentials with customer organisation.

  • 3.3

    Evaluate strategic questions to identify issues in the customer organisation which represent sales opportunities.

  • 3.4

    Quantify in financial and strategic terms the effects of the most important issue or opportunity.

  • 3.5

    Evaluate solutions for the customer organisation issue.

4

Know when and how to undertake stakeholder analysis.

Assessment Criteria

  • 4.1

    Describe the importance of and the need for stakeholder analysis.

  • 4.2

    Describe how to identify and analyse the needs and concerns of different stakeholders.

5

Understand how to monitor and control customer relationships.

Assessment Criteria

  • 5.1

    Evaluate the concept of monitoring and control in maintaining relationship management activities.

  • 5.2

    Evaluate own organisation’s requirements relating to monitoring and control activities.

  • 5.3

    Evaluate methods of formal and informal feedback for monitoring of key customer activities.

  • 5.4

    Identify and evaluate techniques to be used to analyse information obtained during monitoring and control.

  • 5.5

    Identify key strengths and weaknesses of the relationship and areas for improvement.