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.

The training is organised into several skill modules, enabling step-by-step progression. It alternates between theoretical input, practical exercises and assessment sessions to promote practical and progressive learning.

BC01 – Customer relations and sales negotiation

• Targeting and prospecting customers
• Negotiating and managing customer relationships
• Organising and running a sales event
• Analysing and sharing sales information

BC02 - Remote customer relations and digitalisation

• Mastering omnichannel relations
• Managing digital relations
• Developing customer relations in e-commerce

BC03 - ‘Customer’ relations and network management

• Establishing and promoting the product range with retailers
• Developing and managing a partner network
• Creating and managing a direct sales network

General knowledge, written and oral communication

• Summarising information, adhering to the conventions of written language and providing well-reasoned responses 
• Adapting oral communication to the context and  structure one’s remarks

Modern Languages 1

• Comprehension of written documents
• Oral production and interactions

Economic, legal and managerial knowledge

• Utilising an economic and legal document database
• Proposing well-reasoned solutions drawing on economic, legal and managerial concepts
• Carrying out an analysis (or part of an analysis) to inform decision-making
• Present analyses and proposals in a coherent and well-reasoned manner

Throughout the programme, learners receive personalised support with regular monitoring by the teaching team and progress reviews to tailor the learning experience to each individual’s needs.

A work placement also enables participants to develop professional skills in a real-world setting.

Skills are assessed progressively through role-plays, practical exercises, professional projects and assessments carried out throughout the course.

Our teaching methodology prioritises a practical, work-focused approach: case studies, role-plays, practical scenarios and collaborative activities enable learners to learn in conditions that closely resemble the real working world.

• Diploma from the Ministry of Higher Education and Research Level 5

Find out more about this qualification (RNCP38368, exact wording of the diploma, name of the certifier, registration date of the qualification) by clicking here.

• All audiences

Technological, general or vocational baccalaureate or level IV or 3 years' professional experience.

16 people

• Fully classroom-based training

• Personalised course
• Group lessons
• Combined face-to-face and distance learning
• Classroom examination

• Resource centre
• Equipped technical platforms
• Room equipped with networked computer workstations
• Unmarked room with video projector

Positioning upstream of training entry.

Interviews, remediation with the educational referent and/or company referent during training.

Taking account of beneficiary satisfaction during and at the end of training.

Possibility of post-training support.

For beneficiaries with disabilities: possible adaptation of training and certification methods, support by the TH referent.

In order to improve the quality of our service, you can send us your suggestions or complaints using the form available on our website.

Education Nationale certified teachers, Bac +3 trainers with significant experience in adult training, professional speakers.

Trainers experienced in individualising learning.

Assessments are organised throughout the course and at the end of the programme, in accordance with the qualification framework. Assessment tests may take the form of in-course assessments (CCF) and/or final examinations.

Support with exam preparation is provided throughout the course to help candidates succeed.

This qualification is awarded following validation by the academic examination board.

If a candidate fails the qualification, they retain credit for the modules they have passed and may retake the remaining examinations at a later date. The modules passed remain valid for 5 years

Interview by appointment.

Positioning test by appointment.

Applications on Parcoursup.

Apprenticeship training: Training is available within a minimum of 48 hours, subject to validation of your application and the position in the company (diploma compliance), until the end of the 1st month in which the action begins.

- Sales Adviser, Account Manager or Client Manager

- E-commerce Site Manager, Web Community Manager, E-commerce Copywriter

- Sales Manager

Further study is possible:

• Professional Bachelor’s degree in Insurance, Banking and Finance, specialising in client management
• Professional Bachelor’s degree in Product and Service Marketing
• Professional Bachelor’s degree in E-commerce and Digital Marketing
• Professional Bachelor’s degree specialising in operational marketing
• Professional Bachelor’s degree specialising in technical sales
• Sales representative (Négoventis network)
• SKEMA BS degree programme

Access for people with disabilities

Transport

Métro line 2 : Bougainville station
Bus line B2 : St Louis Susini station
On foot 6 min

Learning dynamics built on professional simulations and group mobilisation

Success rate: 80% out of 10 people presented.

Interruption rate during the course: 56%

Breakage rate of apprenticeship contracts signed: 4%

Continuation rate: 50%

Overall rate of integration into employment: 50%

Integration rate into the target profession: 100%

Satisfaction rate: 100%

Recommendation rate: 33% 

Our indicators can be consulted on the website : cliquez ici