Account Management Practice Exam

About Account Management
Account management is a post-sales role that focuses on nurturing client relationships. Account managers have two primary objectives: retain clients’ business and grow those opportunities. They accomplish these objectives by learning what their clients’ goals are and helping their clients achieve them.

Unlike a traditional sales role, which is short-term and focuses on landing the client, the account manager acts as a long-term liaison and, hopefully, a trusted consultant for the client?

Why is Account Management important?
The benefits of Account Management are:
•    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.

Knowledge and Skills Required for the Account Management Practice Exam

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

• 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

Who should take the Account Management 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

Account Management Practice Exam Objectives

Account Management exam focuses on assessing your skills and knowledge in managing clients and accounts crucial for the organization.

Account Management Practice Exam Pre-requisite

There are no prerequisites for the Account Management exam. Candidate should be well versed  in managing relations with accounts  of the company, to clear the exam.

Account Management 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


Exam Format and Information
Certification name – Account Management 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