The sales process and customer service Flashcards
What are methods of selling?
-E-commerce
- Telesales
- Face to face
What is E-commerce?
Selling products online,instead of physical shopping
What are the advantages to business with E-commerce?
-Large potential audience/wordwide
(online so everyone can see)
- open 24/7
- lower fixed costs (dont have to pay for expensive high street shop etc)
What are the disadvantages to business with E-commerce?
- increased competition
-online security (risk of cyber attacks) - cost of returns
- cost of delivery
Advantages of E-commerce to customers?
- wide range of products
- open 24/7
- ## price comparison
Disadvantages of E-commerce to customers?
- cannot touch/feel products
- technology
- payment methods
- lack of personal contact
What is Telesales?
Selling products over the phone.
Advantages of Telesales?
- can be cheaper to operate a telesales office
- two way conversation with customers(allowing them to ask questions)
Disadvantages of telesale?
- customer can still not see/feel the product
- customer may consider it a nuisance or annoying to do it over phone.
Advanatages of face to face?
- good interaction and relationship with customers
- can answer specific questions
- get immediate feedback from customers
What is Face to face?
selling products in person-such as in a shop or door to door
Disadvantages of face to face?
- shops can be more expensive to operate than a website
- good quality employees cost money to recruit
Three methods of providing good customer service?
- after sales service
- good product knowledge
- customer engagement
What is after sales service?
making sure the customer is happy after they buy something
What is good product knowledge?
being able to give clear and detailed advice to a customer about a product.
