Customer Relations & Consultative Sales BTS MCO (Sales Management) Revision Sheets
The DRCV block is the operational core of BTS MCO. It trains in sales techniques, prospecting, customer relationship management, and digitalization of purchase journeys. The UE that weighs most on immediate employability.
Customer Relations & Consultative Sales curriculum in BTS MCO (Sales Management)
The curriculum covers prospecting (targeting, scripts, qualification, CRM), sales techniques (AIDA, SPIN, consultative selling), customer relationship management (customer journey, loyalty, NPS), relationship marketing (segmentation, personalization, scoring), and digital tools (CRM like Salesforce, social selling, marketing automation).
How to study customer relations & consultative sales in BTS MCO (Sales Management)?
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Tips to succeed in customer relations & consultative sales BTS MCO (Sales Management)
Perfectly master the SONCAS method (Security, Pride, Novelty, Comfort, Money, Sympathy): it structures 80% of demanded pitches
For role-plays (orals), practice with a partner: 30 simulations in year two make the difference
Know 3-5 CRM tools by name (Salesforce, HubSpot, Pipedrive, Zoho): citing concrete tools credits your papers
Work the consultative seller posture (listening, reformulation) over pushy-seller: the valued trend at exams
FAQ — Customer Relations & Consultative Sales BTS MCO (Sales Management)
What is the SONCAS method in sales?
SONCAS is a psychological grid analyzing buying motivations: Security (need for guarantees), Pride (desire to stand out), Novelty (attraction to innovation), Comfort (desire for simplicity), Money (price sensitivity), Sympathy (brand relationship). The seller identifies 1-2 dominant motivations and adapts the pitch. The foundation of consultative selling and the most demanded tool at BTS MCO.
How to handle customer objections in sales?
AREP method (Accept, Reformulate, Engage, Propose). 1) Accept the objection without contradicting ("I understand..."), 2) Reformulate to validate understanding ("If I follow you, what concerns you is..."), 3) Engage discussion on the point (provide proof, example, testimonial), 4) Propose an adapted solution. This technique turns objection into conviction opportunity. Practice on 10 standard objections (price, deadline, quality, competition, hesitation).
Which digital tools to master for BTS MCO?
Priority to CRMs: Salesforce (market leader), HubSpot (entry level), Pipedrive, Zoho. Marketing automation: Mailchimp, Sendinblue (Brevo). E-commerce: Shopify, PrestaShop, WooCommerce. Analytics: Google Analytics, Looker. You don't need to become a technical expert on each, but knowing what each tool is for and citing them in papers distinguishes you.
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