Client Relationship Management

Client Relationship Management

This in-house course can also be presented face to face in-house for your company or via live in-house webinar

The Banking and Corporate Finance Training Specialist

Course Content

Session 1: Marketing Strategies Positioning of investment banking products Analysing the product range Marketing channels Target markets Credit implications Risk impClicoautriosensOverview Approval and sign off process Role play/case study

Session 2: Client Relationship Management What is its purpose How do we do it Best practice/worst practice examples Understanding the client Ethical Banking considerations Building the relationship Sharia constraints where applicable Setting strategic objectives for the relationship Presentation skills techniques Role play/case study

Session 3: What are "Investment Banking Products" Conventional Credit Products Islamic Credit Products Private Banking Products Treasury Products Retail Products Corporate Products Wholesale Products Institutional; Products Role play/case study

Session 4: The role of the Client Relationship Manager (CRM) CRM in general The CRM's perspective The client's perspective Dealing with success & disappointment Role play/case study

Session 5: Identifying Client Needs Listening to the client Non verbal communication Need Reinforcement questions The questioning structure Uncovering sales opportunities What does the customer actually need Can you deliver this Do you want to and on what terms Role play/case study

Session 6: Marketing Successfully



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 Client needs & strategy Objection handling The dos and don'ts of meetings Differentiation & Positioning Linking features to benefits Negotiation versus selling Planning the negotiation Negotiating successfully Negation styles Closing the deal Cross selling opportunities Role play/case study

Session 7: Prospecting ? Including Cold Calling How to prospect The CRM's priority list Customer evangelism Farming versus hunting Targeting clients to call Preparing for the calls Pre-call communication Handling the initial call Overcoming call resistance

Session 8: Planning the Sale Getting the appointment Building the relationship The face to face meeting Getting commitment Measuring the stability of the relationship When and how often to follow up Role play/case study

Session 9: Influencing Decision Making Best practice Worst practice Closing the sale Assumptive techniques Cooling off periods Handling resistance Objection handling Follow up Monitoring When to walk away Role play/case study

Session 10: Negotiating Establishing what you can and cannot give up WIIFM process The art of negotiation



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 Negotiating fees and rates Negotiating collateral requirements What is "non negotiable" Deal breakers Client "try-ons" Key rules for a successful outcome Role play/case study

Session 11: Challenging Clients The "problem" client Overcoming Client resistance Gaining commitment Overcoming difficulties when Shariah intervenes Role play/case study

Session 12: Making the Sale Presentations Explanations Effective presenting techniques Effective closing techniques Presenting at the highest level When to close When not to close Managing the process Follow ?up Role play/case study

Session 13: Follow Up & Success Indicators How to follow up When to follow up Medium to use ? phone, email or letter Success indicators Failure indicators Managing indecision The "trusted advisor" role Closing When to grant time When to walk away Role play/case study

Session 14: Essential Self Management Skills Time management Planning Monitoring delegated activities Time out sessions Internal records Role play/case study

Session 15: Cross Selling Techniques How to achieve success Only one "by the way"



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 Best practice Poor practice Avoiding sidetracking Don't conflict with "trusted advisor" role Do sell something the client actually needs Role play/case study

Session 16: Telephone Selling Skills Cold calling or pre-arranged Farming or hunting Planning the call Making the call Getting past "gate-keepers" Keep it brief Handling objections Follow up actions Dealing with success & disappointment Role play/case study

Session 17: Course Conclusion Summary Questions/Open forum

END

Background of the Trainer

Your course director has spent more than 40 years in the banking and financial sector, much of it in a senior managerial/Director role. He is a former Institute of Banking Lecturer, having gained distinctions in the exams.

He is a subject matter aspect on all aspects of retail, corporate and global banking, including risk management and regulatory compliance. He has lectured extensively to both leading global financial institutions and to smaller bespoke specialists. He has delivered extensive programmes in all parts of the world including the USA, Europe, MENA, Africa and Hong Kong.

He is currently an accredited Master Trainer for Risk and FCC training at the world's biggest global bank.

Course Summary

This course has been designed to assist senior investment banking executives to be completely comfortable marketing and selling products.

Many banking delegates say it is surprisingly challenging to sell investment banking products and this is because of their special characteristics. First, they usually need to be explained in depth and this is not always easy to do quickly and succinctly. Secondly, some products can be complex making the explanation even more difficult and thirdly,



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