How to Conduct a Customer Visit

Who will benefit Objective

This workshop teaches delegates practical skills in preparing and conducting a face-to-face credit meeting with customers and sales representatives. It is crucial in today’s economic turmoil to equip credit professionals to advise on an appropriate course of action in order to, maintain customer sales, avoid or minimise the risk of bad debt. This course is designed to introduce core skills required for carrying out face to face customer visits effectively, the questions to be asked,

points to look out for and appropriate action in the following customer visit scenarios:

●

Visiting customers in financial difficulty

● High exposure clients where a reduction in credit is required ● Payment issues

● Gathering financial information and supporting business growth

Course content

■ Triggers for a Customer visit by Credit

- Identify the key reasons and need to meet with the customer face to face

- Is the customer in financial difficulty? Is there a payment problem?

- Unusually high value orders? What has prompted the meeting?

- What responsibility you may need to take in each case (i.e. supporting sales representative, information gathering, active/passive etc).

■ Prepare and research the meeting

- Step by step preparation and what research needs to be carried out

- The session will include a take away guide on best practice for conducting customer visits by the credit department.

■ Structuring the meeting – working with our business partners (Internal and external customers)

- What are the expectations of each party,

Date Tuesday 6 July

Trainer Pam Thomas MICM

or email newmembers@icm.org.uk

sales, the customer and credit department?

- The skill of being able to see a problem from someone else’s vantage point

■ Conducting the Visit and overcoming difficult situations

- How to use questions effectively, understanding your role, different personalities and the do’s and don’ts

- The delegates conduct the visits using role play and will be given the opportunity to experience the credit visit from different perspectives such as Sales, Customer, Credit and observer.

■ Action to be taken

- Summarising and reporting the meeting. - Following up on agreed actions – e.g. customer repayment plans, security, change of credit limit.

Code S307 B2B

Level 2 3 4 5

Those that will benefit are members of the credit department and related business areas involved in visiting the customer to discuss credit matters.

Venue Grand Connaught Rooms,

London WC2

Fee: £390.00 + VAT Non-Members, £310.00 + VAT Members

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