BTS NDRC Negotiation, Digitalisation of Customer Relations

The activity of the holder of the Advanced Technician's Certificate in Customer Relations Negotiation and Digitisation (NDRC) is part of a context of profound and permanent changes in sales professions, themselves linked to developments and to the place occupied by the sales function in the strategies of companies and organisations. New technologies and the dematerialisation of trade are making the behaviour of buyers and consumers more complex. Demands are intensifying and changing purchasing criteria, with the services and experience offered taking on as much importance as the product itself. More than ever, the relationship that customers have with the brand and with sales staff is a key factor in differentiating offers. The strategies undertaken and the skills of sales staff are therefore being impacted.

and offer them quasi-tailored solutions
- Help customers maintain loyalty to the company and the brand, through communication and programming of individualised services,
- Control commercial content related to the use of websites, mobile applications and social networks or at least follow ratings, recommendations from forums, blogs....

- Manage customer relations as part of a team, sharing information and responsibilities with partners within the company: field sales representatives, remote sales representatives, site managers, network partners, etc.

- Manage a sales and marketing strategy developed in conjunction with all those involved in customer relations, as well as with the organisation's partners, whatever their functional area: production, research, development, marketing, finance, legal, administration, etc.

BC 01 - Customer relations and sales negotiation
- Targeting and prospecting customers
- Negotiating, supporting "customer" relations
- Organising and leading a sales event
- Using and pooling sales information
BC02 - Remote customer relations and digitalisation
- Mastering omnichannel relations
- leading digital relations
- developing e-commerce customer relations
BC03 - Customer relations and network management
- Implementing and promoting the offer with distributors
- Developing and managing a network of partners
- Creating and managing a direct sales network
General culture, written and oral expression
- Summarising information, respect the constraints of the written language and respond in a reasoned manner
Adapt your oral communication to the communication situation and organise your speech
Living languages 1
- Understand written documents

- Produce and interact orally

Economic, legal and managerial culture, legal and managerial culture
- Use an economic and legal document base
- Propose reasoned solutions using economic, legal and managerial concepts
- Draw up a diagnosis (or part of a diagnosis) in preparation for decision-making

- Present analyses and proposals in a coherent and reasoned manner