Negotiation and Customer Relations

The Negotiation and Customer Relations programme provides the essential skills required to develop, manage and retain a customer portfolio.

In a competitive environment, customer relations are at the heart of company performance. This module teaches prospecting, negotiation and customer follow-up techniques, including digital tools.

The programme is aligned with the BTS NDRC, BTS MCO and DCG frameworks and meets companies' expectations in terms of commercial development.

• Prospect and develop a customer portfolio
• Conduct a sales meeting
• Negotiate and close a sale
• Build long-lasting customer relationships
• Use digital customer relations tools
• Analyse commercial performance

• Sales and negotiation techniques
• Customer relations management
• Commercial prospecting
• Customer loyalty
• Commercial communication
• Use of CRM tools

• Introduction to customer relations
• Prospecting techniques
• Preparing for a sales meeting
• Negotiation techniques
• Handling objections
• Closing the sale
• Customer loyalty
• Remote and digital customer relations
• CRM tools (overview)
• Analysis of commercial performance
• Case studies and role-play simulations

• BTS students (NDRC, MCO, GPME, etc.)
• DCG students
• Individuals undergoing professional retraining
• Employees wishing to develop their commercial skills

• Bac level recommended
• Interest in commerce and customer relations
• Strong interpersonal skills

• Theoretical and practical lessons
• Role-play simulations
• Commercial case studies
• Application exercises
• Tutorials
• Individual coaching

• Role-play simulations
• Case studies
• Multiple-choice tests
• Practical assessments
• Continuous assessment

• Sales representative
• Account manager
• Junior business developer
• Sales adviser
• Customer relations officer

• BTS NDRC / MCO
• DCG
• Programmes in commerce, marketing or management

This programme is accessible to people with disabilities. Reasonable adjustments can be offered according to needs, in coordination with the Fortitude Academy disability officer.

• Practice- and field-oriented programme
• Realistic role-play simulations
• Approach tailored to companies' expectations
• Use of professional tools
• Personalised support