Key Account Management (KAM)

Key Account Management (KAM)

Duration: 1 Day

Account handling requires a special kind of attention from the seller that may be beyond the regular service provided by the organisation. The KAM is required to develop relationships, co-ordinate the motivation and effort of others and to build mutual trust and respect. This programme is designed to explore the key characteristics and skills required by a KAM. The course addresses the advantages and drawbacks to KAM and the factors that influence their actions/performance.

Course Designed For

Individuals who are actively involved in the cultivation of key accounts within the organisation. This would be an ideal course for anyone wishing to develop or refresh their account management or communications in selling skills.

Objectives

How will you and your organisation benefit…

Upon completion of this course you will be able to:

• Describe the advantages and disadvantages of account management
• Identify the suitability of account management to given situations
• Develop valuable relationships with accounts

Course Outline

The Role of the KAM

• The roles and responsibilities
• Good vs bad account management

Skills and Techniques

• Good practice
• Communicating effectively with key people
• Dealing with difficult people and situations

Pseudo-friendships/relationships

• Building relationships
• Being trusted and respected
• Confusing friendship for friendliness
• Exceeding expectations

Information Gathering and Storage

• Fact-finding with key accounts
• Using information effectively
• Storage of data
• Working within the Data Protection Act

Questioning Skills

• Types of questioning techniques
• 80/20 conversations
• Listening and hearing
• Acting on causes and symptoms

Further Development

• Influencing, Persuading and Negotiating
• Strategic Negotiations
• Problem Solving Through Creative Thinking
• Successful Closing Techniques
• Presentation Skills
• Public Speaking
• Microsoft PowerPoint at Introduction or Intermediate/Advanced levels
• Effective Communication