Digital sales and sales management with additional qualification in complaint management
Free of cost
by funding
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Certificates: Certificate "Digital sales and sales management with additional qualification in complaint management"
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Additional Certificates: Complaint management" certificate
Certificate "Digital sales and distribution management" -
Examination: Practical project work with final presentations
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Teaching Times: Full-timeMonday to Friday from 8:30 a.m. to 3:35 p.m. (in weeks with public holidays from 8:30 a.m. to 5:10 p.m.)
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Language of Instruction: German
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Duration: 5 Weeks
Complaints management
Introduction to complaint management (approx. 1 day)
Complaints as opportunities for the company
Causes and types of complaints
Understanding customer behavior
Complaint management systems
Psychology of the complaint (approx. 1 day)
Iceberg theory
Relationship levels
Needs pyramid according to Maslow
Reaction to complaints (approx. 0.5 days)
Interpreting complaints and wishes
Tone and voice pitch
Key factors
Processing of complaints (approx. 1 day)
Basic rules for complaints
Processing written complaints
Procedure of a complaint discussion
De-escalation strategies (approx. 0.5 days)
Project work (approx. 1 day)
To consolidate the content learned
Presentation of the project results
Digital distribution and sales management
Basics of sales (approx. 1.5 days)
Sales strategies
Sales organization and structures
Development of a sales concept
Forms of distribution
Sales management and processes
Principles for negotiations
Negotiation phases
Roles and tasks in sales (sales staff and management)
Successful selling (approx. 2 days)
Psychology of sales
Obtaining and analyzing customer data
Analysis of customer needs
Target groups/buyer types
Sales talks and presentations
Sales conception
Conducting price negotiations
Closing the sale
Offer follow-up - Follow ups
Artificial intelligence (AI) in the work process
Presentation of specific AI technologies
and possible applications in the professional environment
Customer Contact (approx. 5 days)
New customer acquisition, customer acquisition, customer acquisition and expansion
Analyzing buying motives
Benefit argumentation
Direct customer contact - customer first
Key account management
Complaint management
Existing customer care
Lead management
Sales Funnel
Customer Experience (CX)
Digitalization in sales (approx. 3 days)
CRM and CRM systems
Sales technologies
Digital sales channels
Success factors in e-business
Digital products, digital services, digital business models
Digital customer interfaces (customer journey map)
Strategic marketing in distribution and sales (approx. 2 days)
Customer centricity
Competitive orientation (USP - Unique Selling Proposition)
Situation analysis with SWOT
Internal and external analysis
Analysis of buyer behavior
Marketing research and forecasting
Market definition and segmentation
Target formulation, target groups
Market selection strategies, market participant strategies
Marketing mix
Sales controlling (approx. 2 days)
Objectives, tasks and instruments of sales controlling
Sales controlling
Distribution law (approx. 1.5 days)
Competition and trademark law
General terms and conditions (AGB)
Commercial agency law
Project work (approx. 3 days)
To consolidate the content learned
Presentation of the project results
Changes are possible. The course content is updated regularly.
You are familiar with the basic structures and processes as well as roles and tasks in sales and distribution. You are able to apply various sales strategies in discussions with customers and thus retain existing customers as well as acquire new ones. You are also familiar with modern sales technologies and digital sales channels as well as strategic marketing in sales and distribution, and you are familiar with current sales law. Furthermore, you will be able to deal with complaints, process them and thus optimize customer satisfaction as well as design complaint management systems with a focus on increasing customer orientation.
This course is suitable for anyone who wants to gain a professional foothold in sales and distribution. The course is also suitable for lateral entrants, e.g. from technical professions.
This course qualifies you for a career in sales or distribution and therefore for positions in all companies with a sales department.
Your meaningful certificate provides a detailed insight into the qualifications you have acquired and improves your career prospects.
Didactic concept
Your lecturers are highly qualified both professionally and didactically and will teach you from the first to the last day (no self-study system).
You will learn in effective small groups. The courses usually consist of 6 to 25 participants. The general lessons are supplemented by numerous practical exercises in all course modules. The practice phase is an important part of the course, as it is during this time that you process what you have just learned and gain confidence and routine in its application. The final section of the course involves a project, a case study or a final exam.
Virtual classroom alfaview®
Lessons take place using modern alfaview® video technology - either from the comfort of your own home or at our premises at Bildungszentrum. The entire course can see each other face-to-face via alfaview®, communicate with each other in lip-sync voice quality and work on joint projects. Of course, you can also see and talk to your connected trainers live at any time and you will be taught by your lecturers in real time for the entire duration of the course. The lessons are not e-learning, but real live face-to-face lessons via video technology.
The courses at alfatraining are funded by Agentur für Arbeit and are certified in accordance with the AZAV approval regulation. When submitting a Bildungsgutscheinor Aktivierungs- und Vermittlungsgutschein, the entire course costs are usually covered by your funding body.
Funding is also possible via Europäischen Sozialfonds (ESF), Deutsche Rentenversicherung (DRV) or regional funding programs. As a regular soldier, you have the option of attending further training courses via Berufsförderungsdienst (BFD). Companies can also have their employees qualified via funding from Agentur für Arbeit (Qualifizierungschancengesetz).