4.3 The Sales Process and Customer Service Flashcards
Define e-commerce.
The bringing together of buying and selling electronically.
Define customer service.
The name given to an area of business that deals with customer enquiries.
Define customer engagement.
The contact between the business and the customer.
Define click and collect.
This is when a customer orders online and collects the goods from a store at a later time.
What is face to face selling?
This is usually completed in a shop where there is direct contact between the buyer and seller.
What is telesales?
This is when sales are completed over the telephone.
Define after-sales service.
The advice and help given to a customer after they have bought a product or service.
What is meant by ‘product knowledge’?
The detailed knowledge of a product or service that staff within a business use to help persuade a customer to buy.
List the three methods of selling.
E-commerce
Face to face
Telesales
List three changes in business activity due to changes in e-commerce.
New skill development Location Levels of employment Creation of specific departments Click and collect Delivery options
List three advantages to a business of using e-commerce.
Sell worldwide
Open all the time
Professional look at little cost
Lower operating costs
List three disadvantages to a business of using e-commerce.
Worldwide competition
Problems delivering goods and accepting returns
Online security
Advances in technology (keeping up)
List three advantages to a customer of using e-commerce
Ease of price comparison
Seven-day availability
Wide range of products
List three disadvantages to a customer of using e-commerce
Lack of personal contact Problems returning goods Cannot see the product in person Security How to pay - some don't like using card online Need internet access
What is good about face to face selling?
Advice can be given to customer.
Customer can ask questions.
Interaction.
