2.3.4 The Sales Process Flashcards
1
Q
The sales process:
A
- the sales process identifies the key stages of buying a product or service that contribute to customer satisfaction
- means that is an important part of providing good customer service
2
Q
What is the sales process?
A
- Customer interest
- marketing is effective
- staff well-trained and have thorough product knowledge
- Speed efficiency of service
- efficient and appropriate to type of product looking to be purchased
- Customer engagement
- meets customer needs in function
- reliability, safety and function
- Post-sales service/response to customer service
- dealing promptly and fairly with negative customer feedback
- Customer loyalty
3
Q
Factors affecting the sales process:
A
- the product knowledge of its sales staff
- the speed and efficiency of its services
- customer engagement with its products
- its responses to customer feedback
- the post-sales service that it provides
4
Q
Customer service:
A
the interaction between the business and the customer in which the business understands consumer needs before, during and after the sale of a good or service
5
Q
Importance of good customer service:
A
- increased sales
- satisfied customers → customer retention/loyalty
- word of mouth promotion
- enhanced public image
- positive brand image and reputation
- differentiated products with a competitive advantage
- more effective workforce
- lower costs
- improved profitability
6
Q
What does bad customer service lead to?
A
- poor customer satisfaction and low customer loyalty
- poor brand image
- inability to differentiate products and to change premium prices
- falling sales and repeat purchases
7
Q
Customer needs:
A
needs that motivate a customer to purchase a product or service
8
Q
Customer wants:
A
the motivation for why a customer wants to buy a service or product (which is not necessarily a necessity in their daily lives)
