19/9/23 Flashcards
what are the 6 steps of sales process?
1)Finding potential new customers-Could ask people to fill forms if they are interested
2)Approaching potential customers-calling people
who left the contact details
3)Assessing customers needs-what type of product they want
4)Presenting-showing them
5)Closing-getting the customer to agree to buying a product
6)Follow-up-calling the customer after the sale to check they are happy with it
what are 3 ways firms should provided good customer service throughout the sales process?
1) Having excellent product knowledge:
-Any questions customers have can be answered quickly and accurately
-The customer feels more buying from the firm
-Staff can make sure the customer is getting product most suited for their needs and add on additional products to go with their initial product
2)Engaging well with the customer:
-Positive involves staff being polite and friendly with customers making them feel valued/important.They shouldn’t feel they are being pushed to make a purchase
-Firms often think of extra ways to make the experience for a customer positive such as offering refreshments or next day delivery
3)Offering after post-sale service:
-The firm may offer user training-teaching customer how to use a product
-Some business have specific after sales-helplines which customers contact this to help resolve any issues they have with the product
-Some products like cars and boilers might need to be serviced throughout their lifespan
