Sales and customer negotiations

When it comes to sales and account management, it's critical to be able to respond effectively to customers' requests for change. Common changes sought by customers and clients include: reductions in price; variations to your standard offering; payment terms; removal of restrictions on usage; increased scope of work; and the provision of indemnities.

It's also very important to be able to constructively manage customer concerns, complaints and disputes throughout the life of a customer relationship.

Who needs these skills?

  • Anyone who is in sales; account managers; business development managers.

  • People who manage or coach sales people and account managers.

  • Professional service providers with business development or revenue targets.

How CMA can help

CMA enables its clients to protect and build the value of customer relationships, by equipping teams with the skills to effectively negotiate and resolve conflict, both at the point of initial engagement and throughout the life of the customer relationship.

More particularly, CMA can equip your people to:

  • respond effectively to the needs and demands of customers who may themselves be under increased pressure in the current economy;

  • manage challenging conversations with customers in ways that build trust and integrity, and so strengthen the customer relationship for the long term.

We deliver these benefits through a practical skills training program that is tailored, highly cost-effective and delivers lasting behavioural change in the way people think about and conduct their customer negotiations. Our workshops also enable participants to become more effective coaches to others, such that the program's benefits can be spread throughout the broader organisation.

In turn, you can expect to achieve measurable bottom-line results, including:

  • an increase in revenue / margin

  • decreased instances of discounting

  • increased conversions

  • an improvement in the quality of customer relationships