The sales process and customer service Flashcards
What is E-commerce
Buying or selling goods online
Advantage of E-commerce
Sell worldwide
Open 24/7
Price comparison
Disadvantage of E-commerce
Worldwide competition
Lack of personal contact
What is telesales
Selling my phone
Examples of telesales
Services such as data provider, cleaner or insurance as these do not need to be seen in person
What is face to face
Selling in the shop
Advantage of selling face to face
Opportunity for advice to be given
Provides better experience for customer
Persuade customer to buy product
Disadvantage of selling face to face
Inconvenient to travel
Pressure to buy product
Shops expensive to operate
What is after sales services
Providing support for customers who have bought a product or service from a business.
Benefit of after sales services
Encourage people to buy the product in the first place; it can be used to justify a higher price for the good. It also influences the long-term reputation of the firm and can influence future sales
What is good product knowledge
It is having a good amount of knowledge about the product like it’s function, features, price availability’s as to be able to convince customer to buy it
What is customer engagement
Contact between customer and the business like the experience the customer has when dealing with a business
