After-Sales & Account Management
Aims
Goal: keep and grow your accounts with three conversations — the value check-in, the QBR opening, and the early-renewal opener.
The lesson, stage by stage
- Warm up5 min
Warm-up: The sale after the sale
2 warm-up questions
- Reading10 min
Reading: What a client judges after the sale
Read a 158-word text about What a client judges after the sale
- Vocabulary8 min
Vocabulary: Account Management Vocabulary
7 items
- Framework6 min
Framework: The Account Heartbeat
The Account Heartbeat, 4 steps
- Reading10 min
Reading: Model messages that keep accounts
Read a 329-word text about Model messages that keep accounts
- Practice7 min
Practice: Fix the Account Management Emails
Error-correction exercise, 5 items
- Practice7 min
Practice: Complete the Account Management Phrases
Gap-fill exercise, 5 items
- Dialogue10 min
Dialogue: Quarterly Business Review
Role-play: You're conducting a quarterly business review with a client who has been using your platform for six months. Your goals are to review performance, gather feedback, and explore upselling. (9 lines)
- Discussion10 min
Discussion: Your mission: the 2-minute QBR opening
3 discussion questions
Open the full lesson
The remaining 8 stages of this lesson, with the procedure, the examples and the exercises, are included with Starter, along with the interactive version you can teach from. Lesson 1 of this course is free: the full plan is on this site, and a free account opens it in the interactive player.
Target vocabulary
In a Tuton account these words become your student's vocabulary deck, so they come back in practice between lessons.
This plan comes from the Sales & Client Relations course in the Tuton library. Browse all free lesson plans.