2.3.4 The sales process

Question 1

What is important within the sales process?

Answer 1

product knowledge as it enables the features and benefits of products to be effectively communicated to customers

Question 2

What must a sale person have the ability to do?

Answer 2

Match a customers needs to suitable products on offer by the business: customer then makes an informed choice

Question 3

Why is the speed and efficiency of service fundamental?

Answer 3

Ensures customer needs are met; customer should be served in a timely manner and be provided with the correct items that have been requested

Question 4

What is customer engagement?

Answer 4

Concerned with the experience of customers with a business or brand and the connection that is built through nurturing and managing this relationship

Question 5

Why and how can customer engagement be achieved?

Answer 5

Achieved through various channels of correspondence both offline and online
Interest can turn into sales

Question 6

Why is a response to customer feedback required?

Answer 6

Maintains good relationships with customers

Question 7

What is Post-sales service?

Answer 7

Concerned with te procedures that a busines has in place to support customers after the sale of a good or service. (Warranty or repair services)

Question 8

What are the benefits of good customer service?

Answer 8

Repeat purchases due to feeling valued
If customers are loyal it is much harder for competitors to get them to try their product
Good word of mouth
Satisfied customers can create a positive working environment and make a business a reputable employer
Business can gain a reputation of good customer service and develop a competitive advantage