The sales process and customer service Flashcards
What is e-commerce?
E-commerce, or electronic commerce, refers to the buying and selling of products and services using devices connected to an electronic network, such as the internet.
What are the three things required for e-commerce to take place?
a seller who has products and services that are displayed electronically
a buyer who has the equipment required to view the seller’s products and services, and a means of paying for them
a network that enables information and payment to be exchanged by the buyer and seller
What is face-to-face?
Selling face-to-face involves sales staff meeting with prospective customers and allows good interaction to take place.
What is telesales?
Short for ‘telephone sales’, telesales involves selling over the telephone. Providing a telephone number that customers can call if they want to make a purchase can be an effective way of providing advice and human interaction, especially when selling services, eg insurance.
Some businesses will use telesales to phone potential customers in the hope of making a sale. This is known as ‘cold calling’, and is often seen as a nuisance and inconvenience by the potential customer, reducing the chances of making a sale.
What is product knowledge?
How well staff know the features of all the products they sell and the services they offer.
