Blueprinting I ~ Relationship Building

Module Description

Strong relationships are at the heart of every successful business. This course introduces participants to a customer relationship-building concept called "blueprinting". Participants learn how to build effective relationships with customers. Key factors in a relationship approach to building a loyal customer base, one customer at a time, are the foundation of this module.

Prerequisite

Optimizing Communications

Content

Personal and Business relationships with customers
Relationship assessment tools for call planning
Techniques of developing effective sales- customer relationships
Characteristics of contemporary (dancing) relationships vs. tradition (boxing) relationships with customers

Objectives

Knowledge assessment

Outline the characteristics of 'personal' relationships with customers
Outline the difference between personal and business relationships with customers
Identify the steps toward common ground
Describe how relationship building tools lead to enhanced business
Define transactional relationships and transformational relationships
Document the web of contacts with decisions makers

Skills assessment

Demonstrate the strategies of moving relationships to new levels of familiarity

Evaluation

Assignment scores
Written examination
Skill demonstration appraisal

Learning Resources

Blueprinting documents
Video clips
Exercise sheets
On-line and print materials

Instructional Modules

Guided learning
Independent learning
Presentations
Skill demonstrations
Large group discussion
Small group discussion
Instructor- learner interaction
Reflective exercises
Role plays
Case studies
Workshops
Online material presentation
Online discussion