2.3.4 The Sales Process

Question 1

Write a Definition of The sales Process and what Is the main aim of the sales process?

Answer 1

• The Sales Process is the chain of events where a business sells to a customer.
• The main aim of the sales process is to making sure that customers have a good experience.

Question 2

Name the 6 Stages of the sales process?

Answer 2

• 1) Know your Product.
• 2) Engage with customers to create a positive experience.
• 3) Speed and Efficiency of the service.
• 4) Finalist the deal and agree he sale.
• 5) Provide a choice of Convenient payment options.
• 6) Good past- sales service is important.

Question 3

What’s the mnemonic to Remember the 6 stages of The sales process?

Answer 3

• Know - Know your product.
• Every - Engage with customers.
• Step - Speed and Efficient service.
• For - Finalist the deal for the sale.
• Perfect - Provide Payment Options.
• Growth - Good Post- sales service.
• Know every step for perfect growth

Question 4

What Happens in the know your product stage? (Stage 1)

Answer 4

• Employees will need to know and be confident about different products the business sells for example product features in supermarkets.

Question 5

What Happens in the engage with the customers Stage? (Stage 2)

Answer 5

• Timing and language must be appropriate greetings and acknowledging feel Valued and part of the sales process.
• The Benefits of Specific products may need to be Communicate effectively.

Question 6

What Happens in the Speed and Efficiency of Service stage? (Stage 3)

Answer 6

• Customers are busy people and want to be provided with goods/services that match their expectations in terms of quality and value for money.

Question 7

What Happens In the finalise the deal and agree the sale stage? (Stage 4)

Answer 7

• For Some sales negotiation may take place.
• The agreement to purchase may be a greed verbally in writing or by click of a mouse.
• Agreement is likely to include how and when payment is made.

Question 8

What Happens in Providing lots of different payment options? (Stage 5)

Answer 8

• Payment processes should be Efficient (No long queues) and should meet customer needs and fulfil the Agreement made.
• payment may be immediate (Cash, debit card or transfer) Involve credit.

Question 9

What Happens in Good post sales service stage? (Stage 6 )

Answer 9

• Post sales service can involve instructions, manuals and having helplines.
• Service contacts are Often Offred.
• Follow up calls and emails may be undertaken to gain customer feedback.

Question 10

What Does the sales process involve and what are employees focusing on?

Answer 10

• The sales process involves meeting customer needs before, during and after the sale.
• All employees focus on meeting customer need ( Not just those in customer facing roles?

Question 11

Give 1 Benefit of Providing good customer Service (3 Marker)?

Answer 11

One Benefit of Good Customer service is it leads to lower costs (P) This is because there are fewer complaints and less staff needed in customer service Departments and fewer refunds and replacements required (S) This leads to improved Profitability as a result the business should Experience higher profit levels (S)

Question 12

Give 1 Drawback of Providing poor customer service ( 3 Marker)?

Answer 12

• One drawback of providing poor customer service is unhappy customers spreading the word and damaging the businesses reputation (P) This is because complaints can occur both verbally and via social media (S) This leads to a loss of sales and sales revenue (S)

Question 13

Write a Definition of Customer Engagement?

Answer 13

• Customer engagement is when the customer is made to feel part of the business In its products or services.