Mastering am final_0.2
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This document provides an overview of the book "Mastering Account Management" by Dan Englander. It summarizes the book's contents and structure. The book contains 7 chapters that provide strategies and tools for account managers to increase sales, better serve customers, and manage their time more effectively. It covers topics like managing time, serving customers, sales processes, responding to objections, and farming existing customers for repeat business. The document introduces the author and provides a preview of the tools and templates available in the full book.
Mastering am final_0.2
- 1. 1Mastering Account Management | Dan Englander How to Increase Sales, Serve Customers Better, & Work Less
- 2. Mastering Account Management | Dan Englander 2 What’s Inside: Managing Time Structure your schedule; devote proper time to sales and customer or client service. Serving Your Customers Provide exceptional customer experiences while keeping peace of mind. The Account Management Dashboard Build a tool belt for winning more business and improving your customer service process. The Sales Process Close more deals by asking though questions 1 2 3 4
- 3. Mastering Account Management | Dan Englander 3 What’s Inside: Responding to Objections Overcome objections and explore all business opportunities Tips & Tools General gadgets and strategies for improvement as an account manager. Farming Generate long-term repeat business with your existing customers Additional Resources Take your account management education to the next level. 5 6 7 8
- 4. Mastering Account Management | Dan Englander 4 Click Here Want a Wait One Sec! PDF of this Presentation?
- 5. Mastering Account Management | Dan Englander 5 About Me Dan Englander (@DansPalace) Founder of Sales Schema, a site devoted to helping professionals find the right balance between sales and customer or client service. Course instructor, The B2B Sales Blueprint, a comprehensive course for B2B salespeople. Previously, Dan was the first employee and Senior Account Manager at IdeaRocket, a New York-based animation studio for businesses.
- 6. Managing Time To be a successful account manager, you must exceed customer expectations, generate new business, and manage your team (among other things). Sounds scary? Don’t worry! This section will give you the right framework for creating a schedule and managing your time. Mastering Account Management | Dan Englander 6
- 7. Mastering Account Management | Dan Englander 7 Separate Client Service & Sales Create 2-3 Overarching Missions Sales must be a continuous daily effort to produce results. For example: “meet client needs” & “generate new business.” Hop between tasks to stay motivated, but focus on one mission at a time. Give each undertaking the time it deserves.
- 8. Mastering Account Management | Dan Englander 8 Batch Your Tasks Administrative Task Limit Phone & Email Don’t complete annoying admin tasks immediately. Stack them up and knock them down. Use apps like InboxPause to limit incoming distractions.
- 9. Serving Your Customers Learn to understand and exceed customer (or client) expectations while keeping your peace of mind. Mastering Account Management | Dan Englander 9
- 10. Mastering Account Management | Dan Englander 10 Your customers will remember your service more vividly than they will the quality of the completed product. Serving Your Customers Ask questions to reveal your customer’s personal and organizational challenges and desires. Value Customer Experience Over Final Output Understand the Personal & Political
- 11. Mastering Account Management | Dan Englander 11 Serving Your Customers Extinguish Fires Question Deadlines When customers have a problem, offer additional options, keep a cool head, and move forward. Start a “foibles list” to prevent recurrences. Will your customers have deadlines? Yes. Should you always do what you can to meet them? Of course. Do you have the right to question them? Absolutely.
- 12. The Account Management Dashboard This is the machinery you need to make strangers into customers, and customers into happy, long-term customers. Pssst… The Book will give you access to customizable spreadsheet templates and other tools. Mastering Account Management | Dan Englander 12
- 13. Mastering Account Management | Dan Englander 13 Keep track of your leads and forecast future sales. Build a consistent process for all engagements. Use Asana or another tool to create a blueprint for each project. Keep track of new opportunities with your existing customers. The Account Management Dashboard Target List & Pipeline Project Management Tools Farming Spreadsheet
- 14. The Sales Process Regardless of whether your day-to-day involves working to close new business, developing a sales mindset will make you a stronger account manager. These skills will be help you in all sorts of personal and professional situations. Mastering Account Management | Dan Englander 14
- 15. Mastering Account Management | Dan Englander 15 Ask questions that reveal your prospect’s challenges. Focus on previous experience, personal, and organizational issues. The Sales Process Find budget by pinpointing what your prospect wants to gain from your offering. If they’re having trouble, give hypothetical goals. Understand Problems Uncover Target ROI Reveal Actual Budget
- 16. Mastering Account Management | Dan Englander 16 Keep it quick and punchy. Focus on why you do what you do, what makes you different, and why this difference is important. Over 80% of lost deals are lost due to lack of follow-up (source: Robert Clay). Make sure to get a mutually- confirmed next step before you hang up the phone. When the time comes, make it clear what your prospect must do to become a customer. The Sales Process Make Your Pitch Land a Follow-Up Appointment Close by Defining What Closing Entails 1 2 3
- 17. Responding to Objections When objections arise, take the pressure off and explore all opportunities to make the engagement work. If you have to, admit that you might not be the right fit. Become a consultant instead of salesperson, and get back on track. Mastering Account Management | Dan Englander 17
- 18. Mastering Account Management | Dan Englander 18 Responding to Objections Face Competitors Head-On Explore All Budget Options Encourage your prospect to stack you up against your competitors. Provide comparison tools that accentuate your strengths. Present your price loosely, and keep the conversation open. If you get a price objection, ask what your prospect is aiming for.
- 19. Mastering Account Management | Dan Englander 19 If your prospect delays, find out if it’s legit or a polite way of saying “no”. If the former, provide a timeline detailing your process, and set follow-up appointments. Responding to Objections For every deal you win, you must lose a certain number. Losing is simply an investment in future business. Learn from the experience and pinpoint areas for improvement. Use Delays to Create Urgency Learn from Losing
- 20. Tips & Tools Here are general strategies and gadgets for becoming a better, faster, and stronger account manager. Mastering Account Management | Dan Englander 20
- 21. Mastering Account Management | Dan Englander 21 Tips and Tools Get Warmed Up Try a Standing Desk Get on a sales call within five minutes of your arrival. This will make the rest of your daily conversations flow smoothly and naturally. It will help you speak more clearly, you’ll project more confidence on sales calls, and you’ll be healthier.
- 22. Mastering Account Management | Dan Englander 22 Tips and Tools Timelines Use Visuals Set and exceed customer expectations, and bring prospects into your sales cycle by providing a timeline. Make creation easy with tools like Tom’s Planner. Your pitch is competing for your prospect’s memory. Be memorable with the help of visuals like Prezi, video segments, and info-graphics.
- 23. Farming You’re 40-50% more likely to win business with an existing customer than with a new prospect. Create a repeatable farming process and it will pay major, long-term dividends. Mastering Account Management | Dan Englander 23
- 24. Mastering Account Management | Dan Englander 24 At the end of every engagement, get honest feedback from your customers and learn about future opportunities. Be specific and make them convenient for your customers. Provide an email template they can use for introductions. Farming Conduct a Debrief Call Ask for Referrals
- 25. Mastering Account Management | Dan Englander 25 Offer materials from which your customers will continue to get value. They’ll be more likely to circle back to you. Bringing your customers into your network will strengthen your relationship. Find out what types of professionals your customers will benefit from meeting. Connect them with your peers. Farming Provide a Take-Home Guide Network with Your Customers
- 26. Additional Resources Mastering Account Management 102 Steps for Increasing Sales, Serving Your Customer Better, and Working Less Order Today on Mastering Account Management | Dan Englander 26