BTS Negotiation, Digitalization, and Customer Relations
- 100% online 24/7 • Web & Mobile
- Estimated duration: 1100 hours • 16 months
- Starting at any time of the year
- State-recognized diploma certification • Level 5 (Bac+2)
- ECTS credits: 120 credits
In short
Salespeople and sales managers: strengthen your customer relationship management skills!
This program covers all aspects of customer relations and sales negotiation, from prospecting to customer loyalty. The BTS NDRC is the benchmark qualification for becoming a customer relations expert in all its forms (in-person, online, and e-relationships). Regardless of the industry, career opportunities are plentiful.
- Managing customer relationships from prospecting to loyalty
- Manage and organize commercial activity
- Negotiate and secure sales
- To manage commercial activity
Program
General knowledge and expression (BTS)
Understanding and arguing
- Methodology for analyzing works
- Test methodology
To find out more and gather information
- Researching through time, staying informed in the age of the internet and social networks.
- Mastering documentary research tools and monitoring
- Organizing your information search
- Relying on the right support
- Extracting information from an organized or unorganized document
- Processing information
- Learn comparative analysis
- To qualify and relativize information based on transtextuality
- To conduct a critical assessment of a document or subject
- Recognizing the different cognitive biases
- Recognizing the different sophisticated techniques and the art of always being right
Read and understand a message
- Literary Analysis – Methodology and Tools
- Knowing how to read graphic documents
- Analyzing the form to understand the content of a text, whether alone or within a corpus
Write a message
- To search for an idea, to extract an idea from a fact, an example, a document
- Organize your ideas, put them in order / Create a plan
- Knowing how to nuance, relativize, and modulate.
- The essentials for writing during an exam 1
- The essentials for writing during an exam 2
- The rules of argumentation
- Develop and illustrate an idea
- Choose the means of communication
- Write a readable message
- Engage with the message / Present your point of view
- Create an authentic message
- Use deictics and shifters wisely
- Logical connectors
- Structure your speech to make it logical
- Language levels
- Professional writing: The letter
- Professional writing: Summary note
- Professional documents: Reports and minutes
- Professional writing: The professional report
Economic, legal and managerial culture
Integration of the company into its environment
- Economic agents
- Market mechanisms
- The company’s financial partners in the market
- Introduction to the general principles of contract law
- The formation, content and execution of the contract
- The company’s objectives
- The stakeholders
- Business logic
- Performance indicators
Regulation of company activity
- Economic growth
- The State and the functioning of the market
- Economic policies
- The limits of state intervention
- Supranational regulation
- The regulation of economic activities through law
- The company environment
- The role of innovation
Organizing the company’s activities
- The company’s production choices
- The value chain
- The principles and purposes of outsourcing
- Structures adapted to profit-making activity
- Choosing a legal structure: sole proprietorship or commercial company
- Structures adapted to non-profit activity
- Identify the risk in order to protect
- Anticipate the risk to prevent it from occurring
- Take on the risk
- The company’s structures
- The company’s resources and skills
- Management and leadership styles
- Responsibilities and checks and balances
- The financing of the company
Impact of digital technology on business life
- The evolution of economic models
- Standards and norms
- Legal protection of assets
- The techniques of intangible relationships
- The risks of using intangible assets
- The impact of digital technology on management
Changes in the workplace
- The labor market
- Introduction to the trinity of professional activity
- Access to the legal framework for professional activity
- Employee status, rights and obligations
- Rights and obligations of self-employed people
- The change in the employment relationship
- The termination of the employment relationship
- The company’s contacts
- The GPEC
- Mobilize human resources
Strategic choices of the company
- Defining a strategic approach
- Establish a strategic diagnosis
- Making strategic choices
Modern Language: English
Succeeding in my foreign language exam
- Language tests
- How to analyze a corpus of documents
- How to present your ideas orally in French
- How to present your ideas orally in a first foreign language (LE 1)
- Participating in an interview in a foreign language
- Write a report in French based on a corpus of texts
- Write a report in English based on a corpus of texts
- The methodology of translation into English
Professional English
- Looking for a job
- Applying for a job
- In a job interview
- Leading meetings
- Organizing an online meeting
- Starting a business
- Navigating the working world
- Talking about social system and taxes
- Choosing a business strategy
- Negotiating a business deal
- Knowing your customers
- Innovating to distinguish yourself on the market
- Managing the supply chain
- Marketing and advertising in the 21st century
- Fighting for the planet at work
- Advocating for fairness in the globalized trade world
- Interacting in a multicultural environment
- The Commonwealth
- The British Isles
- English speaking countries in America
- English speaking countries in Africa
- English speaking countries of the Pacific
- Understanding the different accent of the English-speaking world // Anglophone culture: the different accents
- The use of irregular verbs
- The media of the English-speaking world
Customer relations and sales negotiation
Targeting and prospecting customers
- The environment of the action
- The markets
- The foundations: analyses and diagnoses
- The brand
- The demand
- Customer knowledge
- Demand segmentation
- The organization of commercial activity
- Sales forecast
- The organization of prospecting
- Customer value
- Customer capital
- Telephone prospecting
- Phone techniques
- The development of professional networks
- Measuring commercial performance
Negotiating and supporting the customer relationship
- The challenges and forms of communication
- The players in communication
- The relationships between the actors
- Relational effectiveness
- The study of consumer behavior
- Detection, analysis and monitoring of calls for tenders
- Public speaking
- Training and developing the team’s potential
- Sales team compensation
- Collaborative work
- The impact of the environment on communication
- The diagnosis of the negotiation
- General information about the sales plan
- The individual buyer
- The B2C sales plan
- The argument
- The conclusion of the sale
- Price fixing
- Customer risk management
- Billing and payment operations
- Customer loyalty
- Business objectives
- Motivation
- Career progression
Organize and run a commercial event
- The media
- Cost analysis and break-even point
- Event management
- Project management
- Task scheduling
- Sales promotion
- Market intelligence
Leveraging and sharing commercial information
- Customer knowledge tools
- Information systems
- Data storage and backup
- Environment, methods, slideshow
- Text management
- Object management
- Themes and templates
- Initial-Basic Level Quiz
- Information System Management and its Challenges
- Customer management
- CRM tools
Remote customer relations and digitalization
Mastering omnichannel customer relations
- The organization of remote sales
- The remote sales team
- Selling remotely
- The GDPR
- Implementing an omnichannel customer service
- Process customer requests
- Customer satisfaction and after-sales marketing
- An introduction to web marketing
- Customer data acquisition
Engaging the digital customer relationship
- The web landscape
- E-commerce tools
- Community management
- Choosing your CMS
- Manage content
- Writing for the web
- The community manager: one title, multiple roles, a multitude of tasks
- SEM: Paid Search Engine Marketing
- Search Engine Optimization (SEO) and Social Media (SMO).
- About WordPress
- WordPress Launch
- The WordPress dashboard
- Write articles and pages
- Format the content with blocks
- Change the presentation
- Add features with extensions
- Managing your site
- Prestashop presentation
- The discovery of the front and back office
- Creating your product catalog
- Customizing your online store
- SEO optimization
- Creating a newsletter
Developing relationships in e-commerce
- Content marketing
- Measuring and optimizing your website’s audience: part 1/2
- Measuring and optimizing your website’s audience: part 2/2
- Social networks and online reputation
- Web law
Customer relations and network management
Implement and promote the offer with distributors
- Business units
- The distribution policy
- The organization of the sales area
- Highlighting the offer
- Merchandising
- Building the supply
- Prepare a promotional campaign
- Ensure the implementation of an animation
Develop and manage a network of partners
- The buyer in the company
- The B2B sales plan
- The producer-distributor relationship
- Purchasing and logistics marketing
- The buyer in distribution
- Sales networks and commercial organization
- Network evaluation
- The B2D sales plan
Create and develop a direct sales network
- Direct sales
- Competition
- Party plan sales
- Sales professions
- The specific characteristics of managerial communication
- Recruiting sales representatives
- Motivating and encouraging its sales team
Upon completion of the training, you will obtain
State Diploma
Obtain the BTS « Negotiation and Digitalization of Customer Relations » level 5, registered with the RNCP, under number 38368, by decree of 19/02/2018 published in the Official Journal of 06/03/2018
Certificate of completion of school training
&
120 Credits
ECTS (European Credit Transfer and Accumulation System) allows diplomas to be recognized in all countries of the European Union.
The Studi Method: Your Path to Success
Support until success
Methodological and motivational support at every stage of your training journey, and support from your expert trainers
Career coaching
Exclusive job and career-oriented coaching program to boost the success of your professional project and your employability
Learning by doing
Preparing for the professional world
Skills directly applicable based on real-world examples, projects, case studies, and immersive content.
Network of leading trainers
More than 700 expert trainers to pass on best practices in each field
Academic & Digital Excellence
Terms and conditions
Admission requirements
To enroll in the training program leading to the targeted qualification, the candidate must:
- Be at least 16 years old on the date of entry into training
For any other situation, contact a training advisor who will assess your eligibility.
Professional experience and internship
The professional internship, which complements the theoretical learning, is essential for the validation of your qualification.
The total duration of the internship is a minimum of 210 hours.
The candidate will present proof of this period in the company to the examination session manager, who will keep a copy in the
session file.
Exam
The candidate will be evaluated according to the following methods:
- Assessments completed during training
- Production of a Professional Portfolio
- Creation of supplementary materials (document and slideshow)
- Completion and successful completion of the final in-person examinations:
– Professional simulation (4.5 hours)
– Technical maintenance (1 hour 25 minutes)
– Questioning based on production(s) (0h35)
– Final interview (0h10)
Certification
To find out the job placement rate for the targeted positions, consult the RNCP profile on the France Compétences website.
Validation by skills block
Professional certification is composed of several skill blocks that must be acquired in order to obtain the professional certification.
It is possible to validate one or more of the skill blocks. Each block can be acquired individually.
The RNCP record accessible from each training course record specifies the conditions for obtaining it.
For any questions regarding skills blocks, contact your training advisor.
Equivalencies and pathways
Represent, analyze, and improve the SME’s information system;
improve support processes and organize and monitor the SME’s activities;
participate in the SME’s business development and customer loyalty;
support the deployment of the SME’s communication plan;analyze the SME’s activity;
produce and analyze financial information;
identify the factors explaining commercial and financial performance;
design and analyze a dashboard.
Further studies
After obtaining the Professional Title of Home Services Coordinator, you can either:
enter the job market directly
or continue towards:
– a Professional Bachelor’s Degree in Personal Services
– a University Diploma of Technology (BUT) in Social Careers: Coordination and Management of Health and Social Care Establishments and Services.
This list is not exhaustive.
Other further options are available.
Performance indicators
Pricing and financing solutions
€3,890
Price for individuals.
France Work
Training eligible for funding from France Travail (formerly Pôle Emploi)
From
€0
Personal financing
From
€76 / month
Scholarship
From
-30%
€4,190
Price for individuals.
France Work
Training eligible for funding from France Travail (formerly Pôle Emploi)
From
€0
€3,890
Price for individuals.
France Work
Training eligible for funding from France Travail (formerly Pôle Emploi)
From
€0
Personal financing
From
€76 / month
€3,890
Price for individuals.
France Work
Training eligible for funding from France Travail (formerly Pôle Emploi)
From
€0
Personal financing
From
€76 / month
Scholarship
From
-30%
Included
- Written courses and videos on demand
- Educational support and guidance
- Career coaching Unlimited access to Skills 360 for 2 years
- Application and registration fees***
- Unlimited access to over 10,000 virtual classes**** live and on-demand
- Professional projects Career coaching
- Unlimited access to Skills 360 for 2 years
- 2-Year Success Guarantee and Graduate or Your Money Back Guarantee*****
*Subject to sufficient CPF training credits and exemption from financial contribution.
**Subject to acceptance. You have a withdrawal period. See terms and conditions. ***Excludes State Diplomas and exam preparation. ****Average number of live virtual classes observed over the last 12 months (mostly organized from 6 pm onwards). *****See Studi’s Terms and Conditions.
Target professions
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