Client Relationship Management Flashcards
7 cards from real CAM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relationship Management flashcards as text
In the context of account segmentation, what criterion most commonly distinguishes a 'strategic' account from a 'key' account?
Answer: Strategic accounts offer the highest long-term revenue potential and require customized engagement models
Strategic accounts are differentiated by their outsized long-term potential and typically receive individually tailored go-to-market strategies.
A client repeatedly requests features outside the agreed scope of a contract. How should the account manager handle this?
Answer: Acknowledge the needs, document them, and guide the client through a formal change-order process
Using a formal change-order process protects the business while showing responsiveness to the client's evolving needs.
What is the primary purpose of creating an Account Development Plan (ADP)?
Answer: To outline a structured strategy for growing revenue and deepening the relationship over time
An ADP is a strategic document that aligns internal resources with a roadmap for growing the account's value.
Which listening technique involves restating the client's message in your own words to confirm understanding?
Answer: Paraphrasing (reflective listening)
Paraphrasing confirms comprehension, shows engagement, and often prompts the client to clarify or expand on their needs.
A long-standing client requests pricing that is below your approved floor. The best account manager response is to:
Answer: Explore the reasons behind the request and present a value-based justification for current pricing before escalating if needed
Understanding the driver behind the pricing request allows the account manager to reframe value and explore creative solutions before escalating.
How does an account manager most effectively use a Net Promoter Score (NPS) survey result of 6 (a 'detractor')?
Answer: Contact the client directly to learn the reason and create a recovery action plan
A detractor score is an early warning; direct outreach to understand the root cause and close-loop with a recovery plan is the standard best practice.
What is 'executive sponsorship' in key account management?
Answer: When a senior leader from your company champions the relationship and engages with the client's leadership team
Executive sponsorship elevates relationship credibility and creates peer-level access that account managers alone cannot achieve.