About this course
This course brings together three closely connected areas: sales, marketing and customer service. Learners begin with the sales process, prospecting, understanding customer needs, presenting offers, handling objections, closing and follow-up. They then explore marketing principles, market research, segmentation, branding, digital marketing, social media, email, SEO, advertising and e-commerce. The final part focuses on customer service, complaint handling, de-escalation, retention, loyalty and customer feedback. The course is designed to help learners understand the complete customer journey, from finding and attracting the right audience to converting customers and keeping them satisfied over time.
What you will learn
- Explain and apply the main stages of the sales process. - Identify customer needs and communicate product or service value clearly. - Build a simple marketing plan for a product, service or organization. - Use basic digital marketing, social media, email, SEO and online-selling concepts. - Understand branding, positioning and customer trust. - Handle customer enquiries, difficult situations and complaints professionally. - Apply customer-retention, loyalty and feedback strategies.
Course contents
Section 1
Module 1: Sales Fundamentals & the Sales Process
- Lesson 1.1: Introduction to Sales & the Sales Funnellesson
- Lesson 1.2: Prospecting & Lead Generationlesson
- Lesson 1.3: Understanding Customer Needs & Pain Pointslesson
- Lesson 1.4: Delivering Sales Presentations & Pitcheslesson
- Lesson 1.5: Handling Objections Confidentlylesson
- Lesson 1.6: Closing Techniqueslesson
- Lesson 1.7: Follow-Up & Long-Term Relationship Buildinglesson
Section 2
Module 2: Marketing Principles & the Marketing Mix
- Lesson 2.1: Introduction to Marketing & Its Role in Businesslesson
- Lesson 2.2: The 4Ps of Marketing (Product, Price, Place, Promotion)lesson
- Lesson 2.3: Market Research & Understanding Your Audiencelesson
- Lesson 2.4: Market Segmentation & Targetinglesson
- Lesson 2.5: Competitive Analysislesson
- Lesson 2.6: Building a Simple Marketing Planlesson
Section 3
Module 3: Digital Marketing Basics (Social Media, Email, SEO)
- Lesson 3.1: Introduction to Digital Marketinglesson
- Lesson 3.2: Social Media Marketing Fundamentalslesson
- Lesson 3.3: Content Creation for Social Platformslesson
- Lesson 3.4: Email Marketing Basicslesson
- Lesson 3.5: Introduction to SEO (Search Engine Optimization)lesson
- Lesson 3.6: Paid Advertising Basics (Google Ads, Social Ads)lesson
- Lesson 3.7: Measuring Digital Marketing Performancelesson
Section 4
Module 4: E-commerce & Online Business
- Lesson 4.1: Introduction to E-commerce Business Modelslesson
- Lesson 4.2: Setting Up an Online Store or Digital Sales Channellesson
- Lesson 4.3: Product Listings & Online Merchandisinglesson
- Lesson 4.4: Payment Gateways & Online Transactionslesson
- Lesson 4.5: Shipping, Fulfillment & Logistics Basicslesson
- Lesson 4.6: Online Marketplaces, Social Commerce & Digital Sellinglesson
- Lesson 4.7: Customer Trust & Online Securitylesson
Section 5
Module 5: Branding & Positioning
- Lesson 5.1: What Is a Brand? Understanding Brand Identitylesson
- Lesson 5.2: Developing a Brand Strategylesson
- Lesson 5.3: Logo, Visual Identity & Brand Guidelineslesson
- Lesson 5.4: Brand Voice & Messaginglesson
- Lesson 5.5: Positioning Your Business in the Marketlesson
- Lesson 5.6: Building Brand Loyalty Over Timelesson
Section 6
Module 6: Customer Service Excellence
- Lesson 6.1: Principles of Excellent Customer Servicelesson
- Lesson 6.2: Understanding Customer Expectationslesson
- Lesson 6.3: Communication Skills for Customer-Facing Roleslesson
- Lesson 6.4: Handling Difficult Customerslesson
- Lesson 6.5: Delivering Service Across Channels (Phone, Email, Chat, In-Person)lesson
- Lesson 6.6: Measuring Customer Satisfactionlesson
Section 7
Module 7: Handling Complaints & Building Customer Loyalty
- Lesson 7.1: Understanding Why Customers Complainlesson
- Lesson 7.2: The Complaint-Handling Process & Best Practiceslesson
- Lesson 7.3: Turning Complaints into Opportunitieslesson
- Lesson 7.4: De-escalation Techniqueslesson
- Lesson 7.5: Customer Retention Strategieslesson
- Lesson 7.6: Loyalty Programs & Repeat Businesslesson
- Lesson 7.7: Gathering & Acting on Customer Feedbacklesson