The Audible-Ready Sales Podcast Action Steps When You Inherit Accounts
Sep 16, 2025
John Kaplan, a seasoned sales leader specializing in account transitions, shares invaluable insights on inheriting customer accounts. He emphasizes the importance of thorough preparation before first calls and developing genuine relationships. Listeners learn tactics for handling customer skepticism, highlighting the need for listening and vulnerability. Kaplan warns against complacency, encouraging ongoing engagement and re-establishing rapport, regardless of past successes. His practical advice makes navigating the complexities of account management both manageable and effective.
AI Snips
Chapters
Transcript
Episode notes
Do Your Homework Before Meeting
- Do prepare thoroughly by learning the account before your first meeting and talk to anyone who interfaced with the customer.
- Come in with an educated point of view to build trust quickly.
Lead With Their Story First
- Start inherited-account conversations by making it about the customer and then earn the right to talk about yourself.
- Be audible-ready to summarize what you know about them and their company before small talk.
VP Tests New Rep's Knowledge
- John recalled traveling with a new seller who was asked by a VP to explain what they'd learned about the customer.
- The question stunned the room and showed customers expect knowledge transfer.