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Este Manual es el más adecuado para impartir la UF0032 "Venta online" de los Certificados de Profesionalidad, y cumple fielmente con los contenidos del Real Decreto.
Puede solicitar gratuitamente las soluciones a todas las actividades y al examen final en el email tutor@tutorformacion.es (a partir de una compra mínima de 16 manuales).
Capacidades que se adquieren con este Manual:
- Definir las variables y utilidades disponibles en Internet - páginas web, servidores y software a nivel de usuario - parala comercialización online de distintos tipos de productos y servicios.
- Adoptar criterios comerciales en el diseño de páginas para la comercialización aplicando técnicas de venta adecuadas.
- Aplicar procedimientos de seguimiento y atención al cliente siguiendo criterios y procedimientos establecidos en las situaciones comerciales "online".
Índice:
INTERNET COMO CANAL DE VENTA
1. INTRODUCCIÓN
2. LAS RELACIONES COMERCIALES A TRAVÉS DE INTERNET
2.1 B2C: empresa a consumidor
2.2 B2B: empresa a empresa
2.3 B2A: empresa a administración
2.4 C2C: consumidor a consumidor
3. UTILIDADES DE LOS SISTEMAS ONLINE
3.1 Navegadores: uso de los principales navegadores
3.2 Correo electrónico
3.3 Mensajería instantánea
3.4 Teletrabajo
3.5 Listas de distribución y otras utilidades: gestión de la relación con el cliente online
3.6 Redes Sociales (Twitter, Facebook, Pinterest…) y Blogs
4. MODELOS DE COMERCIO A TRAVÉS DE INTERNET
5. SERVIDORES ON LINE
5.1 Elección de servidor a nivel empresa
5.2 La virtualización como medida de eficiencia
6. RESUMEN
DISEÑO COMERCIAL DE PÁGINAS WEB
1. INTRODUCCIÓN
2. El internauta como cliente potencial y real
2.1 Perfil del internauta
2.2 Comportamiento del internauta
2.3 Marketing viral
3. CRITERIOS COMERCIALES EN EL DISEÑO COMERCIAL DE PÁGINA WEB
3.1 Elementos Básicos de una página web
3.2 Cómo tener una web eficaz y accesible: la usabilidad y la ergonomía
3.3 Reglas prácticas para crear sitios web 2.0 de empresa
4. TIENDAS VIRTUALES
4.1 Características de una tienda virtual
4.2 Tipología de tiendas virtuales
4.3 Identificar a nuestro cliente online
4.4 Vender online: Convertir usuarios en clientes
4.5 Factores que influyen en el éxito de una tienda online
5. MEDIOS DE PAGO EN INTERNET
5.1 Formas de pago
5. 2 Otras formas de pago offline
5.3 Seguridad y confidencialidad
6. CONFLICTOS Y RECLAMACIONES DE CLIENTES
6.1 Derechos y garantías de los consumidores
6.2 Garantía y servicio post venta
6.3 Gestión online de las reclamaciones
6.4 Prácticas aconsejables en la venta online
6.5 Regulación legal del comercio electrónico
7. APLICACIONES A NIVEL USUARIO PARA EL DISEÑO DE PÁGINAS WEB COMERCIALES: GESTIÓN DE CONTENIDOS
8. RESUMEN
BIBLIOGRAFÍA
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