Sales & Customer Relationship Management (CRM)
Affiliation: ICD-NSDC (Industry-Focused Professional Programme)
Mode: Classroom Training + Practical Exercises + Case Studies
Programme Overview
The Sales & Customer Relationship Management (CRM) programme is designed to develop strong skills in sales operations, customer handling, and relationship management. This course focuses on how organisations attract customers, convert leads into sales, and maintain long-term customer relationships using structured sales processes and CRM practices.
Learners are trained in real-world sales techniques, customer communication, and CRM tools that help businesses improve customer satisfaction and sales performance. The programme is ideal for students, job seekers, and professionals aiming for roles in sales, marketing support, and customer service.
Course Duration
3 – 6 Months, including:
- Classroom-based conceptual learning
- Practical sales and CRM exercises
- Case studies and role-based activities
Why Choose This Programme?
- Industry-relevant sales and CRM training
- Focus on customer-centric selling approaches
- Practical exposure to CRM concepts and tools
- Enhances communication, negotiation, and service skills
- Suitable for freshers and working professionals
Programme Objectives
By the end of the programme, learners will be able to:
- Understand modern sales processes and techniques
- Manage customer interactions professionally
- Maintain customer data and follow-up activities
- Improve customer satisfaction and retention
- Support business growth through effective relationship management
Topics / Syllabus Covered
Sales Fundamentals
- Introduction to sales and selling concepts
- Types of sales and sales channels
- Lead generation and prospecting
Customer Relationship Management (CRM)
- CRM concepts and importance
- Customer lifecycle management
- Managing leads, contacts, and customer records
Sales Process & Techniques
- Sales planning and pipeline management
- Need analysis and solution selling
- Negotiation and closing techniques
Customer Service & Retention
- Handling customer queries and complaints
- After-sales service and follow-ups
- Customer loyalty and retention strategies
Business Communication & Interpersonal Skills
- Professional communication techniques
- Client interaction and presentation skills
- Telephone and email etiquette
Introduction to CRM Tools
- Overview of popular CRM software
- Data entry, tracking, and reporting basics
- Using CRM for sales performance monitoring
Practical Training & Case Studies
- Sales role-plays and simulations
- CRM-based mini assignments
- Real-life customer handling scenarios
Eligibility Criteria
- Passed 10th / 12th / Degree or equivalent
- No prior sales experience required
- Interest in sales, customer service, and communication preferred
Career Opportunities
After completing this programme, learners can work as:
- Sales Executive
- Customer Relationship Executive
- CRM Executive
- Business Development Executive
- Customer Support / Client Service Executive
Employment Sectors
- Corporate & Business Organisations
- Sales & Marketing Firms
- Retail & Service Industries
- Banking, Insurance & Financial Services
- E-commerce & Customer Support Centres
Key Highlights
- Practical, job-oriented sales and CRM programme
- Focus on customer satisfaction and relationship building
- Improves confidence, communication, and persuasion skills
- Strong foundation for advanced sales or management roles
ICD – Institute of Career Development,
Housing Board Junction,
Thiruvananthapuram,
Kerala, India