B2BS3_B2B_Relationship_Management_Negotiation

Course Description and Competencies

What to Expect

In this course, you will work through five modules of material. Each module is broken down into smaller lessons. This course focuses on the importance of developing long-term relationships with clients. You will learn how to negotiate, overcome objections, and use data to find prospective customers. You will also learn to use customer relationship management (CRM) and project management tools.

Throughout the course, you will find readings, videos, and a variety of interactive elements. These include knowledge checks, AI simulations, and more. Engaging with these activities reinforces new learning. It also complements the knowledge you bring to this area of study.

Course Competencies

This course covers the following competencies:

The student identifies strategies to build long-term relationships with customers.
The student identifies strategies to negotiate with potential customers.
The student develops research skills for analyzing data to understand a market, find potential clients, and perform a competitive analysis.
The student develops a working knowledge of popular customer relationship management (CRM) systems, as well as how to leverage artificial intelligence (AI) systems.
The student explains how different types of project management methods are used and applies elements of project planning to prepare a project plan.

Assessment

You will demonstrate competency through one performance-based assessment. This assessment consists of two tasks, each with two parts. You must achieve a ranking of Competent on each task to pass the course.

You may attempt each task two times before additional support is necessary. If you require further attempts, please contact your Student Experience Team.

2 Final Projects

3 Competency Units

Course Outline

Module	Upon completion of this module, you will be able to:
Developing Relationships	Explain how Business-to-Business selling differs from Business-to-Consumer selling. Identify potential long-term customers. Initiate conversations with customers. Build long-term relationship based upon honesty and integrity. Nurture long-term relationships.
Negotiating	Use empathy and active listening to understand customer needs. Ask thoughtful questions to identify pain points and problems. Focus on value added in a business meeting. Treat negotiation as a trade, not a concession.
Researching	Use data-gathering tools to collect data on a market. Analyze data to determine openings in the market and identify potential customers. Present findings in a clear manner that allow others to see the patterns and knowledge you see. Use artificial intelligence to perform research and analysis.
Customer Relationship Management Tools	Explain the purpose of a customer relationship management (CRM) system. Describe how to use Salesforce CRM. Describe how to use HubSpot CRM. Describe how to Microsoft Dynamics CRM.
Project Management	Describe the purpose of project management. Identify the phases of a project. Explain common tools for managing a project. Leverage project management tools to create a project plan. Describe four project management methods.

Technology Requirements

We want to be sure you have the tools to succeed! Review the Computer System and Technology Requirements to learn about the technology you'll need. If you have questions about your setup, contact support@academy.wgu.edu.

You will need Adobe Acrobat Reader DC. If you haven't already, download this free software. You may encounter an interactive form that contains fields that you can select or fill in. Review how to fill in a PDF form.

Key Contacts

Certificate Connect
Check out this online community to take advantage of course resources, including videos and tips from your educators. You can ask and answer questions, provide feedback on your progress, and interact with fellow students. You will find this platform in the Student Resources section of the course. Log on and do some exploring!

Technical Support
If you encounter technical issues, be sure to contact the Help Desk. Just submit a Support Request for assistance.

Program Support
Do you have questions about your account? Student Support has answers. They can help with billing, switching courses, and other requests. You can contact them at (888) 320-0540 or support@academy.wgu.edu.

Accommodations

WGU provides compliant and accessible learning experiences. If you require accommodation, please contact us at the start of the course. You can email disability@academy.wgu.edu.

We are committed to ensuring that all students with disabilities have equal access to WGU's services and materials. We strive to use best practices for accessibility. Our goal is to conform to existing U.S. laws, including the Americans with Disabilities Act and Section 504 and Section 508 of the Rehabilitation Act.

Our learning management system (LMS) platform is Open edX. Open edX’s commitment to accessible content is published in their Website Accessibility Policy.