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.
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How to effectively prospect for new business without having to cold call
How to prepare and present compelling business proposals (not quotes)
Improvements in these key areas will significantly improve your reputation in the marketplace.
Maximise Your Reputation in the Marketplace Jason KingMAXfocus
One of the biggest factors in determining how your target market perceives your business relates to the performance of your salespeople.
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How to maintain existing business relationships so that your clients ignore approaches from your competitors
How to effectively prospect for new business without having to cold call
How to prepare and present compelling business proposals (not quotes)
Improvements in these key areas will significantly improve your reputation in the marketplace.
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3. Equipping managers with the right metrics to coach to
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Watch the recording at https://saleshood.com/enabling-managers-to-coach-with-data/
--
Brought to you by Saleshood - https://saleshood.com
Saleshood is the leading all-in-one sales enablement platform used by hyper-growth companies to boost sales performance. Saleshood is proven to reduce time to ramp, lift quota attainment and accelerate sales velocity. Successful hyper-growth companies like Drift, Demandbase, Bombora, Domo, Omada Health, Sage, Seagate, RingCentral, Tanium, Tealium, Trinet, and Yext use Saleshood to realize fast revenue outcomes with 100% virtual training, coaching and selling – at scale.
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PEM Corporate Finance sets out the three reasons why business owners / shareholders won't sell their business' - and suggest how to avoid the most common mistakes.
How to start a small business? If you ask this question to a group of people and they are likely to think they know the answer. But the truth is that most new businesses fail within their first year of operation.
Avoid this common reasons why most start-up fails by simply visiting us at http://moneyreign.com/ now!
Unfortunately I missed David Martin’s workshop at this year’s AADA Convention, however I did manage to get a copy of his presentation titled “Accountability for All” which you can see here.
If you’re not familiar with David’s background he heads one of the most influential sales training companies in North America and has played an active role in the success of auto dealerships across the country and in Australia.
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Where do you want to be in 3 years time? What do you need to do to bridge the gap? A good business plan sets out a compelling vision of the future and outlines, in great detail, how this vision is going to be made real.
Research proves that the peak performers in complex solution sales lead with authentic insight. Clients have become immune to relationship based Q&A and want to be told rather than sold.
Effective appointment setting - tips and tricksJoel Griffiths
When you arrive at the appointment setting stage, you will be confident that your sales target is primed, interested and ready to accept your appointment proposal.
But how do you ensure the appointment is booked?
Here are some quick-fire tips for success.
There's a reason that 80% of business go out of business within 2 years of launching. More often than not, it has very little to do with the marketing channels that they are using or their approach to strategy and planning. The culprit in situations like this is the mindset(s) that the entrepreneurs are using to try to build their businesses. In this presentation you are about to learn a combination of marketing and general business mindsets that will maximise your chances of being around and profitable long after two years are launching your home business.
Enabling Managers To Coach with Data [Webinar Slides]Frederik Hermann
Join us as we share how to enable front line managers to coach with performance and correlation data. The team at RingCentral rolled out a number of programs to improve the quality and effectiveness of coaching in a remote environment with prescriptive sales performance data. Our guests Sarah Fricke (Director Sales Enablement) and Caitlin Lambert (Enablement Analyst) from RingCentral are the ones spearheading these initiatives and will a share a hands-on playbook and templates to boost sales performance with data-driven enablement.
Here are some key takeaways you can expect from this conversation:
1. What it means to coach in a remote environment
2. How to align to sales leader goals
3. Equipping managers with the right metrics to coach to
4. A dashboard template with the metrics and KPIs that matter most
5. And how to bring this all together to implement with systems and processes
Watch the recording at https://saleshood.com/enabling-managers-to-coach-with-data/
--
Brought to you by Saleshood - https://saleshood.com
Saleshood is the leading all-in-one sales enablement platform used by hyper-growth companies to boost sales performance. Saleshood is proven to reduce time to ramp, lift quota attainment and accelerate sales velocity. Successful hyper-growth companies like Drift, Demandbase, Bombora, Domo, Omada Health, Sage, Seagate, RingCentral, Tanium, Tealium, Trinet, and Yext use Saleshood to realize fast revenue outcomes with 100% virtual training, coaching and selling – at scale.
PEM Corporate Finance explains how identifying strategic value can optimise the success of an acquisition, help you justify the purchase to any funders, and increase the wealth you realise when you come to exit your business.
PEM Corporate Finance sets out the three reasons why business owners / shareholders won't sell their business' - and suggest how to avoid the most common mistakes.
How to start a small business? If you ask this question to a group of people and they are likely to think they know the answer. But the truth is that most new businesses fail within their first year of operation.
Avoid this common reasons why most start-up fails by simply visiting us at http://moneyreign.com/ now!
Unfortunately I missed David Martin’s workshop at this year’s AADA Convention, however I did manage to get a copy of his presentation titled “Accountability for All” which you can see here.
If you’re not familiar with David’s background he heads one of the most influential sales training companies in North America and has played an active role in the success of auto dealerships across the country and in Australia.
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Where do you want to be in 3 years time? What do you need to do to bridge the gap? A good business plan sets out a compelling vision of the future and outlines, in great detail, how this vision is going to be made real.
Research proves that the peak performers in complex solution sales lead with authentic insight. Clients have become immune to relationship based Q&A and want to be told rather than sold.
Results, conclusions and recommendations from the Value Selling Survey 2015 - Research conducted in Germany, Switzerland, Benelux by Mercuri International and St Gallen University , based on survey of 278 B2B Companies.
I recently gave a presentation on selling value. This is it, minus anything that was proprietary.
It was well received by the team and I believe that the images and limited text speak for themselves. If you'd like the speaker points, drop me a line.
Bob Apollo of Inflexion-Point Strategy Partners introduces the 3 key principles of value-based selling:
- Focusing on Your Most Valuable Prospects
- Aligning Your Sales Stages with your Prospect's Buying Journey
- Facilitating their Buying Decision Process
And shows how B2B-focused sales organisations that have adopted value-based selling have been able to improve sales in rates, shorten sales cycles, increase deal values, get more sales people on quota and accelerate revenue growth
Everywhere we go – regardless of the industry with which we’re working or the market position of the company we’re helping – we’re asked about how to win more sales. Or, just as often, we’re asked how to stop losing sales to competitors who undercut price.
This is true for manufacturing companies competing in the global market against rock-bottom-cost Chinese suppliers. It’s true of service providers who find themselves defending their pricing against a competitor who has commoditized a particular product or service and made it difficult to differentiate.
In cases like this, where the major issue becomes price, the best strategy to compete is to learn to sell on value.
Most companies only consider their customers rational behavior, however, the key to successful value-based selling is understanding the difference between what people say they want – their explicit wants, such as lower prices - and what they are implicitly asking for, which could be recognition that they’re important, want genuine dialogue and feel the need to be taken seriously. Emotional understanding goes beyond the obvious explicit requests.
The value that customers perceive they are getting from your company therefore depends not only on their rational analysis of the product or service but also on their emotional response (“How will this make me feel?”) and their social response (“How will it make me look?” - “What will others think of me?”).
You're up to 55% more likely to win business with an existing customer than with an outside prospect. If you're looking for steady, long-term sales, it's a no brainer that you should start with your customers.
This presentation will show you how to increase sales, serve your customers better, and work less.
Go to the below link to check out my book Mastering Account Management, which will give you the full library of strategies, tools, and resources covered here:
www.SalesSchema.com/MAM
WHAT YOU'LL LEARN:
Time Management
- structure your schedule; devote proper time to sales and customer service.
Customer and Client Service - provide exceptional customer experiences while keeping your peace of mind.
Sales & Business Development - close more deals by asking tough questions. Overcome objections and explore all business opportunities.
Tips & Tools
- gadgets and general strategies for organization and improvement.
Farming
- generate long-term repeat business with your existing customers.
Additional Resources
- assets for taking your account management performance to the next level.
ABOUT THE PRESENTER:
Dan Englander (@DansPalace)
-Founder of Sales Schema,
a site devoted to helping professionals find the right balance between sales and customer service.
-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.
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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
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