Client Relationship Management Flashcards

A client asks for three extra activation stations two weeks before an experiential event, and they were not in the signed scope. What is the best first step?

Answer: Issue a change order showing the cost, timeline, and resource impact for approval

A formal change order documents scope changes and gets client approval on cost and timing before work starts.

Which document most clearly defines deliverables, responsibilities, and approval points between an agency and a brand client for an activation?

Answer: Statement of work (SOW)

The SOW spells out scope, deliverables, roles, timelines, and approvals, so it is the reference document for the whole engagement.

A brand manager seems unhappy after a pop-up launch but has not said what is wrong. What should the account lead do?

Answer: Schedule a direct debrief and ask open-ended questions about their experience

Proactively asking open-ended questions brings hidden concerns to the surface before they hurt the relationship.

In a RACI matrix built for a client activation, what does the 'A' role mean?

Answer: The single person who owns the final decision and sign-off

Accountable means one owner who signs off and answers for the result.

A client's procurement team is pushing to cut the agency fee by 20%. What is the most relationship-preserving response?

Answer: Offer scope or value trade-offs that match the lower budget

Tying price to scope keeps margins healthy and keeps trust through transparency.

What is the main purpose of a client kickoff meeting for an experiential program?

Answer: To align on objectives, KPIs, roles, timelines, and communication protocols

The kickoff sets shared expectations and success measures before any production starts.

Which practice best prevents misunderstandings after client status calls?

Answer: Sending written recap notes with decisions, owners, and due dates

Written recaps create a shared record of decisions and action items that both sides can check.