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Course Outline

1. Introduction to Digital Sales

  • Defining digital sales in the modern marketplace
  • Key digital platforms and customer touchpoints
  • Adapting traditional sales approaches to digital contexts

2. Understanding the Digital Customer

  • Customer behaviour and decision-making processes online
  • Identifying target audiences and digital personas
  • Mapping the digital customer journey

3. Digital Customer Acquisition

  • Strategies for attracting customers via digital channels
  • Leveraging social media, email, and online advertising
  • Using digital tools to track leads and measure reach

4. Effective Online Sales Techniques

  • Establishing trust and credibility in digital interactions
  • Adapting communication styles for online environments
  • Handling objections and closing deals virtually

5. Delivering Exceptional Digital Customer Service

  • Building empathy and rapport through digital channels
  • Effectively utilising live chat, email, and social platforms
  • Resolving issues promptly and professionally

6. Customer Follow-up and Retention

  • Developing effective post-sale engagement strategies
  • Maintaining long-term relationships using digital tools
  • Transforming satisfied customers into brand advocates

7. Tools and Metrics for Digital Sales Success

  • CRM and analytics tools for performance tracking
  • Key performance indicators (KPIs) for online sales
  • Continuous improvement through data-driven insights

8. Practical Applications and Action Planning

  • Case study: Successful digital sales campaigns
  • Group exercise: Designing a customer acquisition plan
  • Personal action plan for immediate implementation

Summary and Next Steps

  • Review of key takeaways and tools
  • Commitment to ongoing skill development
  • Resources for continuous improvement in digital sales

Requirements

  • Basic familiarity with digital communication tools
  • Experience in sales or customer-facing roles
  • Willingness to adopt new digital sales techniques

Target Audience

  • Sales professionals and account managers
  • Customer service and business development teams
  • Team leaders aiming to enhance digital sales performance
 7 Hours

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