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At the beginning of this workshop we ask the participants what the expectations are of the ideal Account Manager. There are so many diverse perceptions of what the role delivers. It is more than sales and more than relationship management. It is more than negotiation skills. One Account Manager summed up her role as follows which we thought was insightful:

"Every day I walk the 'value exchange tightrope'. Customers have expectations of price, performance, and value-added services, and managers have their own perspective on price, performance and value-added services. The gap between perceptions makes my tightrope wobble, but I enjoy walking the tightrope every day."

"Account Management is building loyalty, improving services, meeting expectations, sales, reducing complaints and much more."
—Patrick P. Kennedy

Key Learning Outcomes

At the conclusion of this workshop participants will be able to:

  • Think and see the product and service through the customers eyes
  • Discover if you are customer centric
  • Understand the role and responsibilities of the chair
  • Build rapport with customers even when it seems impossible
  • Plan your negotiation beforehand
  • Understand the value exchange process
  • Tailor your services to customers differently
  • Probe customers to discover needs
  • Debate whether customer loyalty leverages higher pricing
  • Consider how moments of truth impact the customer’s Perception
  • Recover the service after a perceived service failure
  • Understand how to set quality price anchors
  • Discuss the impact of Jack Trout’s “Differentiate or Die”
  • Provide dynamic ongoing customer care, communication and support versus transactional thinking
  • Practice perceptive chameleonisation

The Nuts And Bolts

This program can be conducted as in-house training on site anywhere in Australia.


Group Size: An ideal group size is 4 –12 participants.

Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a training venue at a small additional cost.

Duration: This program is conducted as a one day course.

Cost: Upon request.

Target Audience: Account Managers, Sales Teams and Management.

Look at what you receive within 24 hours at no cost:
A program outline, a bio of a proposed facilitator, training cost and possible training dates (if requested)

Contact Us Today:
Preferred Training Networks
Phone: 1300 323 752