Free, right now
The first four chapters online, with a knowledge check after each chapter. Plus a PDF with a worksheet and cheat sheet.
You can read the lessons straight away. For the PDF, you leave your details.
Start with lesson 1Prefer to have a trainer there with you?
The three-day Account Management course. You work out your own account plan and test your assumptions about the customer with a trainer and your fellow participants.
EUR 1875,- excl. VAT
View the Account Management course All Sales & acquisition courses →Most of tomorrow's revenue lies with the customers you already have today. Yet an account manager's attention often goes to the customer who shouts loudest, and not to the customer with the most room to grow. Account management is about that choice: which customers get your hours, what do you want to achieve with them and how do you get beyond that one regular contact person.
This free online course is the starter for our full Account Management. In four chapters you learn to organise your portfolio using the customer pyramid, to understand a customer through a customer analysis and a SWOT, to map out who really decides within that organisation, and to record all of this in an account plan that will see you through the year. Each chapter ends with a short knowledge check, so you immediately notice whether it is sticking.
The full course goes on to cover listening and probing, the question behind the question, clear phrasing, buying motives and customer needs, your value proposition, the sales conversation, influencing, objections and resistance, and presenting your proposal. Would you like to practise that with an experienced trainer present, and with your own accounts on the table? Then take a look at the Account Management training course.
0.-
IntroductionHow this free course is structured and what you learn in the four chapters.
1.-
The account manager and the client pyramidWhat an account is, the five core tasks, the customer pyramid and the three movements of retaining, deepening and growing.
2.-
Understanding the clientThe four layers of a customer analysis, a SWOT at account level and customer value in four building blocks with the classification into A, B and C.
3.-
Your client's decision-making unitThe six roles surrounding a purchasing decision, what each role wants to know from you and how to create your DMU map.
4.-
The account planThe nine building blocks, SMART account objectives, the opportunity pipeline with success rates and the action and contact plan.
5.-
Foundations of communicationEffective communication, noise in the message, the laws of communication and the client's frame of reference.
6.-
Listening and the barriersWhy listening is the heart of the profession, the listening process in four steps and six types of barriers to listening.
7.-
Active listening in practiceMaking your attention audible, summarising at two levels and the balance between talking and listening in the conversation.
8.-
Asking questionsOpen and closed questions, recognising the question behind the question and the SPIN method with four types of question in order.
9.-
Communicating clearly and directlyIndirect questions and disguised messages, expressions of intent, making agreements and giving feedback.
10.-
Customer needs and motivatorsNeed, want and problem, rational and emotional buying motives and the step from feature to customer benefit.
11.-
Proposition and added valueThe marketing mix, sharpening your value proposition and how you differentiate yourself against the competitor's price.
12.-
The sales conversationConversation objective and preparation, the customer's decision-making process, staying in control and the four phases of the client conversation.
13.-
Influencing and persuadingPushing and pulling, choosing your style when faced with resistance, arguing in a way that lands and building the likeability factor.
14.-
Emotions, objections and resistanceUnderstanding resistance, dealing with emotion in the conversation, countering objections and the complaint as an opportunity for the relationship.
15.-
Presenting and following upPresenting your proposal to the client, selling it internally and following it up, and continuing to develop your own role.
That is the difference with a pdf: there is someone standing in front of the class who answers your questions and thinks along with your own situation.
I found the 'Interview Techniques' course to be good. Nothing to fault. It was also good that Job called beforehand for a short preliminary discussion. You don't see that very often. A very worthwhile course. It also had a strong element of repetition. Plenty of variety, including between theory and practice. Learned a lot, and applied it straight away during the course. And I think these learnings will also help me further when conducting interviews.
Tjeerd J
We took the Outlook, Teams and OneNote course with Roy Nieuwenhuijzen. Good content, and a few days before the course he got in touch with me (coordinator of the course, head of the secretariat). Pleasant that you can fill in the day itself as needed. The booklet for reference is rather dated, but apparently there is little up-to-date material to be found.
Inge Brouwers
In May 2024 I took the WordPress course. As an IT enthusiast with broad but not necessarily deep knowledge, I wanted to know more about WordPress. How do you install everything and how do you start building a website. This course is extremely well suited to that. From the outset you learn in 3 days how to start a website and what to look out for. I now have a solid basis for getting to work with WordPress and I know my way around the various options. The course is recommended for anyone who wants to learn in three days what WordPress can do and how to apply it.
Igno Freriksen
Your own motivation and commitment are essential if you want to master something new. You can get a long way with self-study. Learnit wants to contribute to this by offering valuable content such as free webinars and courses. This way you can get acquainted with new fields of learning. Once you have made a start, you may discover that there are also many advantages to taking a course at Learnit under the guidance of an experienced trainer.
In short, you achieve much more in less time.
The free courses are suitable for home study, as you can download them online as a PDF. The range of free courses consists of IT and Communication & Management courses. Would you like to learn more about these subjects, or is the subject you want to learn about not included? Then take a look at our courses.
In this course you work on the skills you need to sell with more enjoyment, confidence and results. You practise conversation techniques, presenting and closing, and apply everything directly to your own working situation.
You learn to deal with customers on the telephone in a professional and customer-focused way. From answering the call to hanging up, you work consciously on your voice, listening technique and complaint handling.
Learnit offers more than 300 IT and Communication & Management training courses. The courses are given as one-day or multi-day courses, and almost all of them can also be given as a workshop. In addition, Learnit offers courses as e-learning and as a combination of e-learning and classroom lessons.
Learnit has many locations throughout the country, so there is a good chance that a course is also given near you! A course can also be given in-company, in which case it takes place at your own company or organisation.
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