Sales and Customer Relationship Management Certificate

The Sales and Customer Relationship Management course is a training course for sales and servicing representatives to help them prepare their sales targets, understand customer profiling and market segmentation and to improve their success in closing a sale. The course is focused on the skills needed to achieve these objectives in addition to focusing on the Customer Service relationship for organic growth opportunities.

This course develops the “Sales and Customer Relationship” approach in service and supports employees that are responsible for nurturing and growing their market base. This course helps the candidates in their personal character and behaviour by defining their Personal Brand. 

Who Should Attend

This course is aimed at a person who:

• Aspired to be in a Sales or Servicing Role, 
• Is currently in a Customer Services Role and would like to progress into Sales or 
• Who has recently joined the company in a Sales or Servicing Role.

The Aim of This Course

The aim of this course is to: 

• Develop participants understanding and awareness of the importance of sales and servicing in the industry; 
• Equip participants with the necessary skills to become more effective when dealing with customers through improving their personal selling and sales planning techniques,
• To provide the participants with a range of skills in order to meet customer service and sales needs, 
• To deliver great customer service while growing market share and
• To define their personal role as sales or service professionals.

Learning Outcomes

After completing this course the participants will be able to:

• Explain Sales and Marketing 
• To plan their Sales Tasks, understand the Sales Process and Plan a Sales Call
• Understand Customer Profiling and Market Segmentation
• Implement effective telemarketing and improved communication skills
• Identify the sales trap and how to avoid them
• Effectively manage customer relationships in order to win more sales
• Understand the importance of Customer Service in the Sales and Servicing role
• Define their Personal Success Plan and Personal Brand

This is a stand-alone certificate course.

Course Outline

1. Introduction to Sales and Marketing
2. Personal Selling Techniques
   • Sales and Service
   • Sales Tasks
   • The Sales Process
   • Customer Profiling
   • Market Segmentation
   • Prospecting for new customers
   • The Sales Call
   • Sales Communication
   • Telemarketing
   • Closing every Sale
   • Sales Traps
3. Customer Relationship Management 
   • Customer is King
   • Customer Focused Culture
   • Customer Service Tips to Win More Sales
4. Your Personal Success Plan
   • Build a Sales Success Attitude
   • Your Personal Brand

Course Requirements

• English language, all courses are written in English as this is the primary language of global business.
• Computer, internet connection, and printer (should you wish to print the course).
• A valid e-mail address.
• Time set aside to study as per the course requirements.

Course Structure

2 weeks part-time or 4 days full time.

Part-time studies - where you study part-time in the evenings and on weekends using our online training program.

Full-time studies - when you take time off work to study full time using our online training program.

Recommended study time set aside - we recommend 5 to 7 hours per week for each module/pilot certificate ie the part-time 2-week pilot certificate course will need 10 to 15 hours. The time will vary depending on the students' original knowledge of the course material. A soft copy of your full course module in a PDF format will be available on the e-campus for you to download. You will then be able to print a hard copy for study purposes if you choose. Pass mark = 65%

Learner Support

• Personal e-Tutor - You will be nominated a personal e-Tutor, all communication with your e-Tutor will be done via email. You may contact your e-Tutor at any time regarding your course.

Passing your course: On passing your course you will receive an e-certificate via email.

Course Objective

With the successful completion of this course you will be able to:

• Secure a position in the Sales or Service industry
• Be eligible for advancement within your company
• Be confident that you are professionally trained and equipped for the Sale and Service industry