Client Management Practice Exam

About Client Management
Client management is a method of managing the relationship between a company and its customer base, regardless of the industry. Client management takes responsibility for all aspects of the working relationship between clients and the company to ensure the highest quality in terms of deliverables and client satisfaction.

Client management as a process, involves following steps
•    Knowing the client’s needs and what they’re asking for –
•    Delivering on those needs and responding to their queries
•    Figuring out what the client needs before they know it
•    Having targeted communications that respond to client needs

Client management involves overseeing and coordinating an organization’s interactions with its clients and potential clients. The ultimate goal is to build and maintain good client relationships, so a company can retain more of its customers and ensure ongoing success.

Client Management has gained immense popularity across the globe resulting in huge demand for certified professionals.

Why is Client Management important?
Client management is crucial for retaining the present clients and adding more new clients.

Client management enables companies to
•    Act as liaisons between a company and its clients
•    Ensure excellent customer service and client satisfaction
•    Manage client relationships
•    To maintain and build long-lasting and profitable relationships with customers
•    Facilitates discovery of new customers.
•    Increases customer revenues.
•    Enhances effective cross and up selling of products.
•    Enhances customer loyalty

Client Management certified professionals, executives and managers are in high demand in companies across the globe.

Important  Concepts in Client Management

• Client Expectations
• Client Needs
• Client’s Attitudes
• Client Focused Interaction
• Clients Listening and Tools
• Client Handling
• Building Client Relationship

Who should take the Client Management Exam?
•    Sales professionals
•    Business owners
•    Anyone who wants to assess their sales or client management skills
•    Entrepreneurs
•    Sales managers and senior executives
•    Sales consultants
•    Professionals working in outsourced companies responsible for sales

Client Management Exam Objectives

Client Management exam focuses on assessing your skills and knowledge in concepts and application of management of clients and their relationships.

Client Management Exam Pre-requisite

There are no prerequisites for the Client Management exam. Candidate should be well versed  in management of clients and their relationships to clear the exam.

Client 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 Consumer 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 Consumer Motivation Concept
2.7 Values
2.8 Means - End Chain Model

3. Client’s 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 Consumer Imagery

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

5. Client Focused Organization
5.1 Client Focus Strategies
5.2 Building a Client Focussed Culture
5.3 Maintaining Client Focus
5.4 Client Focus Development
5.5 Developing Client Orientated Culture
5.6 Checklist for Client Focus

6. Client Focused Interaction
6.1 Social Media
6.2 Applying Knowledge Management
6.3 Using Mobile Technology
6.4 Client Focused Employees

7. Clients Listening and Tools
7.1 Client Complaints
7.2 Complaint Barriers
7.3 Customer Journey Mapping (CJM)
7.4 Voice Of the Customer
7.5 Benchmarking
7.6 Business Performance Measures

8. Client Handling
8.1 Understanding Client Behaviour
8.2 Clients Expectations
8.3 Building Client Relationship

Exam Format and Information

Certification name – Client 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