Overview
Assessment Guidance
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Understand how to build relationships with accounts.
Explain what information is needed about the account and competitors.
Describe how to build trust with accounts.
Explain how to provide expertise to improve the productivity of the account.
Explain how to reduce the account’s financial burden.
Explain how to improve the quality of service provision.
Describe how to maintain account loyalty to own organisation.
Understand how to use networking in sales.
Evaluate methods for developing a personal network of contacts to meet current and future needs for information, resources and sales opportunities.
Explain the importance of reciprocity and confidentiality in networking.
Evaluate methods for maintaining communication with contacts in personal network.
Understand how to use consultative selling.
Evaluate methods for researching prospective customer organisations suitable for consultative selling.
Evaluate methods for establishing rapport and own credentials with customer organisation.
Evaluate strategic questions to identify issues in the customer organisation which represent sales opportunities.
Quantify in financial and strategic terms the effects of the most important issue or opportunity.
Evaluate solutions for the customer organisation issue.
Know when and how to undertake stakeholder analysis.
Describe the importance of and the need for stakeholder analysis.
Describe how to identify and analyse the needs and concerns of different stakeholders.
Understand how to monitor and control customer relationships.
Evaluate the concept of monitoring and control in maintaining relationship management activities.
Evaluate own organisation’s requirements relating to monitoring and control activities.
Evaluate methods of formal and informal feedback for monitoring of key customer activities.
Identify and evaluate techniques to be used to analyse information obtained during monitoring and control.
Identify key strengths and weaknesses of the relationship and areas for improvement.