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Cambridge | crobinson@sandler.com
 

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Customer Relationships

As part of our Enterprise Selling Programme we have a simple but really effective tool to help you take a strategic approach to account management – KARE.

With KARE, you analyse your accounts into one of four categories:

Keep: Those accounts that you want to retain but where there is no opportunity to grow that account further
Attain: Your wish list of clients you would like to work with
Recapture: Clients that you are no longer working with, that you would like reengage with
Expand: Existing clients that you want to Keep but where there is potential to increase the amount of business you do together

A mistake too many salespeople make is not keeping in touch with former clients. It’s not uncommon for past clients to come to a point where they need your product or service again but don’t remember how to get in touch with you. They are more likely to have your competitors’ information handy.

(Your competitors are still calling on your client even though you are not).

In many industries proposal writing/pitching (beauty parades comparing several different companies) is the norm, its just what we do. But does it really work for you, or for the prospective client? I would argue not.

How good would you say you are at listening to your prospect? Most people I talk to rate themselves pretty highly in this area. Yet most, sad to say, fail the Tooth Fairy Test.

Prospects and clients can view you in one of three ways, as a vendor, consultant or strategic advisor. Are you using the necessary strategies to be viewed at a high level by the prospects you are targeting?

A prospect has agreed to meet with you and indicated they are genuinely interested in your product or service. You arrive at the meeting and spend 40 minutes with the prospect sharing how your product can solve their problems, which they've just shared with you. They are very impressed with you and all the features and benefits that you've shared... They're happy with the delivery timelines, the after sales service that will be provided and once you send the proposal with the price they're sure they can get the rest of the committee to agree to move forward

If your sales objective is to make the sale regardless, get the biggest order possible and structure the best deal for your company, then your entire focus is really on you.

As a sales trainer with Sandler Training, I spend a lot of time talking to my clients and I get paid to work with them in four areas of their business: Strategy, Structure, Staff and Skills. Because I spend hours talking to them, I learn quite a bit. And despite that fact, they still manage to surprise me with the questions they ask me.

Imagine walking into a prospect’s office and having him or her say, “I have a problem. There is a monkey on my back and I want to make it yours.” Any normal person would know better than to say, “Great, toss that over here and let me add that to the monkeys I am already working with.” As a sales coach, I spend time with quite a few people who have big monkey collections. They have accepted that their prospects and clients’ problems are actually theirs. Unfortunately, these monkey collections have some predictable consequences.