Client Relationship & Account Management Flashcards

A new export client in Southeast Asia sends a formal gift to your company headquarters ahead of contract signing. The MOST appropriate response under U.S. anti-bribery guidelines is to:

Answer: Consult your company's gifts policy, disclose the gift, and respond with appropriate cultural sensitivity

Consulting your gifts policy and disclosing the gift ensures FCPA compliance while respecting the cultural context of the gesture.

Which factor is MOST likely to damage an export account relationship if neglected over time?

Answer: Inconsistent product quality or delivery reliability

Inconsistent quality or delivery reliability erodes trust and gives clients reason to source from competitors, making it the most damaging neglected factor.

A certified export specialist inherits a dormant account that has not ordered in 18 months. The BEST reactivation approach is to:

Answer: Research why the account went dormant, then reach out with a personalized proposal addressing those specific issues

Understanding the root cause of dormancy and personalizing the reactivation approach dramatically improves the chance of re-engagement.

When an export distributor requests marketing co-op funds, what should the account manager require in return?

Answer: A documented marketing plan with measurable targets and proof-of-performance requirements

Requiring a documented plan with measurable targets and proof of performance ensures co-op funds generate trackable ROI and reduce misuse.

A long-standing export client is acquired by a competitor of yours. The account manager's FIRST action should be to:

Answer: Review the distribution contract's change-of-control clause and consult legal counsel

Change-of-control clauses in distribution agreements often specify termination rights or renegotiation obligations that must be reviewed before any action is taken.

Which approach to client segmentation BEST helps an export account manager allocate time and resources?

Answer: Tiering clients by current revenue, growth potential, and strategic importance

Multi-dimensional tiering by revenue, growth potential, and strategic importance directs resources where they generate the greatest return.

During a product shortage, an export account manager must allocate limited inventory across multiple clients. The MOST defensible allocation strategy is to:

Answer: Distribute proportionally to contracted volumes or historical order patterns, communicating transparently with all affected clients

Proportional allocation based on contracted or historical volumes is equitable, legally defensible, and maintains trust with all clients.