Course description
Plan and manage sales activities with customers using technology tools that optimise customer management, follow-up and loyalty processes and help achieve the defined sales objectives effectively.
Why enrol on this course?
Who can take this course?
Employed, self-employed or unemployed people who want to improve their skills.
Free course
Subsidised training, at no cost to the student.
Online course
Study from home with a flexible format.
Certified course
When you finish you will be able to certify the training you have completed.
Course content
1. PLANNING AND ORGANISING SALES ACTIVITY
1.1. Sales planning.
1.2. Setting sales objectives.
1.3. Market analysis.
1.4. Sales forecasting methods.
1.5. Customer segmentation.
1.6. Resource allocation.
1.7. Sales action plan. Initial approach.
1.8. Developing the sales action plan.
1.9. Sources of customer acquisition.
1.10. Sales pitches.
1.11. Preparing the sales visit.
1.12. Tools for controlling and measuring sales planning.
2. THE SALES MANAGEMENT PROCESS
2.1. Presenting benefits: introduction. Sales arguments. Argumentation and the sales process.
2.2. Reframing: introduction. Objections.
2.3. Sealing the deal: closing. The closing process. Requirements for an effective close.
2.4. Customer care: recognise, take ownership, inform, communicate, act, solve.
3. CRM AS A TOOL FOR CUSTOMER MANAGEMENT AND LOYALTY
3.1. What is a CRM?
3.2. Benefits for the company.
3.3. Applications. When and why is it used?
3.4. Relationship marketing and CRM.
3.5. Relationship marketing tools.
3.6. Objectives of relationship marketing and CRM solutions.
3.7. CRM and customer loyalty.
3.8. CRM and increased sales.
3.9. CRM and customer service quality.
4. INNOVATIVE CUSTOMER-CENTRED SALES AND MARKETING STRATEGIES
4.1. Analysing and diagnosing the customer portfolio. Spotting opportunities.
4.2. Databases and information exploitation systems.
4.3. The process of advising customers commercially.
4.4. Meeting customer needs.
4.5. Increasing the value of existing customers.
4.6. Cross-selling.
4.7. Benefits of cross-selling.
4.8. How to approach cross-selling.
5. CUSTOMER LOYALTY
5.1. The concept of customer loyalty.
5.2. Loyalty programmes.
5.3. Advantages of loyalty.
5.4. Customer engagement.
5.5. Loyalty factors.
6. COMMERCIAL PROACTIVITY AS A STRATEGY FOR CUSTOMER MANAGEMENT AND LOYALTY
6.1. The importance of being proactive.
6.2. Sustained effort.
6.3. Customer focus.
6.4. The image we convey to the customer.
6.5. Planning and optimising resources.
6.6. 10 points for being proactive.
6.7. Customer satisfaction.
7. DEFINING STRATEGIES AND APPLYING 2.0 TOOLS IN SALES MANAGEMENT
7.1. Web 2.0. Tools and applications in commercial relationships with customers.
7.2. Commercial applications of social media in sales management.
7.3. Commercial applications of blogs, microblogging, forums and wikis.
7.4. Commercial applications of video and photo platforms.
7.5. Content syndication and podcasting.
7.6. Benefits of search engine optimisation.
7.7. Planning actions and campaigns.
1.1. Sales planning.
1.2. Setting sales objectives.
1.3. Market analysis.
1.4. Sales forecasting methods.
1.5. Customer segmentation.
1.6. Resource allocation.
1.7. Sales action plan. Initial approach.
1.8. Developing the sales action plan.
1.9. Sources of customer acquisition.
1.10. Sales pitches.
1.11. Preparing the sales visit.
1.12. Tools for controlling and measuring sales planning.
2. THE SALES MANAGEMENT PROCESS
2.1. Presenting benefits: introduction. Sales arguments. Argumentation and the sales process.
2.2. Reframing: introduction. Objections.
2.3. Sealing the deal: closing. The closing process. Requirements for an effective close.
2.4. Customer care: recognise, take ownership, inform, communicate, act, solve.
3. CRM AS A TOOL FOR CUSTOMER MANAGEMENT AND LOYALTY
3.1. What is a CRM?
3.2. Benefits for the company.
3.3. Applications. When and why is it used?
3.4. Relationship marketing and CRM.
3.5. Relationship marketing tools.
3.6. Objectives of relationship marketing and CRM solutions.
3.7. CRM and customer loyalty.
3.8. CRM and increased sales.
3.9. CRM and customer service quality.
4. INNOVATIVE CUSTOMER-CENTRED SALES AND MARKETING STRATEGIES
4.1. Analysing and diagnosing the customer portfolio. Spotting opportunities.
4.2. Databases and information exploitation systems.
4.3. The process of advising customers commercially.
4.4. Meeting customer needs.
4.5. Increasing the value of existing customers.
4.6. Cross-selling.
4.7. Benefits of cross-selling.
4.8. How to approach cross-selling.
5. CUSTOMER LOYALTY
5.1. The concept of customer loyalty.
5.2. Loyalty programmes.
5.3. Advantages of loyalty.
5.4. Customer engagement.
5.5. Loyalty factors.
6. COMMERCIAL PROACTIVITY AS A STRATEGY FOR CUSTOMER MANAGEMENT AND LOYALTY
6.1. The importance of being proactive.
6.2. Sustained effort.
6.3. Customer focus.
6.4. The image we convey to the customer.
6.5. Planning and optimising resources.
6.6. 10 points for being proactive.
6.7. Customer satisfaction.
7. DEFINING STRATEGIES AND APPLYING 2.0 TOOLS IN SALES MANAGEMENT
7.1. Web 2.0. Tools and applications in commercial relationships with customers.
7.2. Commercial applications of social media in sales management.
7.3. Commercial applications of blogs, microblogging, forums and wikis.
7.4. Commercial applications of video and photo platforms.
7.5. Content syndication and podcasting.
7.6. Benefits of search engine optimisation.
7.7. Planning actions and campaigns.