The aim of this course is to provide a broad introduction to understand what Customer Relations and business development really mean; how simple activities and planning can have a profound effect on the way you do business; and to generate a level of confidence in proactively marketing and growing a client base without a total reliance on proposals and a member of the marketing team.

The aim of this course is to provide a broad introduction to understand what Customer Relations and business development really mean; how simple activities and planning can have a profound effect on the way you do business; and to generate a level of confidence in proactively marketing and growing a client base without a total reliance on proposals and a member of the marketing team.

• Managers 
• Administrators
• Supervisors
• Accounts , Sales & Marketing Professionals
• Anyone who is or will be responsible for Planning or develop plans

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

• Lectures
• Workshop & Work Presentation
• Case Studies and Practical Exercise
• Videos and General Discussions

DAY 1:

• What is today about?
• Why have we come?
• What do we expect?
• What have we learned so far?
• What will we go home with today?
• Why do we need this course?
• A few major marketing terms explained

DAY 2:

• Brand
• Elevator speech:
• The Marketing Mix
• A few major business development terms explained
• Opportunity tracking
• Pipeline
• Cross selling
• Relationship Management

DAY 3:

• Why is a Go/No Go important?
• What should move and when?
• Do we know what chance of winning we have?
• When do we NOT bid?
• Why is networking important?
• How do we network effectively
• Proposal management
• Using technology
• Communication methodologies – understanding the importance of face to face

DAY 4:

• Define customer service terminology, concepts, and principles.
• Relate the importance of Customer Service.
• Define external and internal customers.
• Explain why employee satisfaction equals customer satisfaction.
• Understand the difference between emotional and informational responsiveness.
• Writing a client relationship plan

DAY 5:

• Illustrate positive and negative attitudes and mind-sets.
• Articulate how to get customers beyond mere satisfaction and develop customer loyalty.
• Respond to difficult customers and coworkers with appropriate communication styles.
• Model appropriate customer service skills in the community and workplace.

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.

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