Account Planning Practice Exam

About Account Planning
Account planning is a process of building strategic plans to improve value-driven relationships with your key customers that can help in long-term development and retention, thereby maximizing the revenue potential. Effective account plans help account managers to gain a more in-depth understanding of the client.

The job of account planning is to find meaning in mess. The act of account planning is simplicity. Yes, it is a messy business but it’s complex in the way that our brains are complex and see patterns everywhere and jump from one thought to another and then settle somewhere if for a second.

This complexity is very different to industrial complexity where a business person takes what is very much an intuitive process and designs it onto a piece of paper to look official and detailed and complicated and expensive.

Why is Account Planning important?
The benefits of Account Planning are:
•    Effective implementation of plans
•    Achievement of cost benefits for both you and your customers.
•    Streamlined business processes.
•    Stronger business relationships, enabling greater repeat orders.
•    Lessons that can be applied across your customer base.
•    Improved customer satisfaction.

Who should take the Account Planning Exam?
•    Anyone who has clients that they need to manage effectively
•    Account or Partner Managers
•    Anyone interested in pursuing a career as an Account or Partner Manager
•    Anyone who is in an interpersonal role and needs to manage relationships with external stakeholders

Knowledge and Skills Required for the Account Planning Practice Exam

Professionals also need to have following skills for success in account planning as career

• Communication skills is essential as it helps in correct and effective communication
• Negotiation skills for making mutual beneficial relationship with clients
• Selling skills
• Relationship management
• Company and customer expertise
• Leadership
  
  

Account Planning Practice Exam Objectives

Account Planning exam focuses on assessing your skills and knowledge in customer handling, customer relationship concepts and application of account planning

Account Planning Practice Exam Pre-requisite

There are no prerequisites for the Account Planning exam.

Account Planning Certification Course Outline
1. Client Expectations
1.1 What is Client expectations
1.2 Why Client expectations
1.3 Types of Expectations
1.4 Expectations Model
1.5 Managing Expectations
1.6 Client Latest Expectations
1.7 Getting Client Feedback
1.8 Handling Client Expectations

2. Client Needs
2.1 Client Need
2.2 Understanding Client Needs
2.3 Hulls Drives Reduction Theory
2.4 Maslow’s Hierarchy of Needs
2.5 McClelland’s Three Needs Theory
2.6 Client Motivation Concept
2.7 Values
2.8 Means - End Chain Model

3. Client Perception
3.1 Perception Basics
3.2 Elements of Perception
3.3 The Absolute Threshold
3.4 The Differential Threshold
3.5 Subliminal Perception
3.6 Process of Perception
3.7 What is value?
3.8 Choosing a Value Proposition
3.9 Dynamics of Perception
3.10 Perceptual Organization
3.11 Client Imagery

4. Client  Attitudes
4.1 Attitudes
4.2 Models of Attitude
4.3 Attitude Formation
4.4 Strategies of Attitude Change

5. Client Handling
5.1 Understanding Client Behaviour
5.2 Clients Expectations
5.3 Building Client Relationship

6. Clients Listening and Tools
6.1 Client Complaints
6.2 Complaint Barriers
6.3 Client Journey Mapping (CJM)
6.4 Voice Of the Client
6.5 Benchmarking
6.6 Business Performance Measures


7. Account Planning
7.1 Understand Account Drivers
7.2 Apply the Right Strategy and Resources
7.3 Identify New Business and Prioritize Opportunities
7.4 Manage Accounts and Develop Trusted Relationships

Exam Format and Information
Certification name – Account Planning Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199