Unit 3.4 - sales process and customer service Flashcards
Define sales process.
Steps taken from when the potential buyer meets the prospective seller until after the final sales is made.
Define after sales service.
The meeting of customers’ needs after they have purchased a product.
Define customer engagement.
When the business and customers communicate throughout the sales process.
What is involved in customer engagement?
Understanding needs and wants of customers - asking what the customer requires.
Informing customers of the features and benefits of the product or service.
Closing the sale after the customer has agreed to buy and the means of payment has been agreed.
Following up as the seller asks about the quality of service.
After sales.
Name the advantages (4) and disadvantages (3) of retail stores for customers.
Can compare goods from different retailers
Information can be requested and advice given from the seller due to their product knowledge.
Terms can be discussed with the seller.
Goods can be received on payment.
Prices may be higher than for online sales.
Customers will need to travel to purchase goods.
Customer may be influenced by the seller and impulse buy.
Name the advantages (2) and disadvantages (2) of retail stores for businesses.
Closer links with the customer - can persuade the customer to buy and the seller will be in touch with consumer wants.
Can locate where customers are likely to be found.
Expensive premises will be required.
Greater competition for customers.
How can employees meet customer expectations? (4)
Appearance and being approachable
Knowledge and ability to answer questions correctly
Communication skills - polite and friendly
Listen to customer requests
How can businesses meet customer expectations? (4)
The state of the premise
Payment methods available
After sales service
Training given to staff - customer service
How can products meet customer expectations? (4)
Quality - price is in line with the perceived quality
Appropriate information and display at the point of sale
Reliable
Safety standards are met
Name the benefits of good customer service. (8)
Increased customer loyalty - increased customer retention
Increased customer spending
Improved reputation
Attract new customers
Charge higher prices
Increased profits
Increased market share
Name the feature of good customer service. (5)
Greeting the customer
Interacting with the customer
Identifying customer needs and wants.
Encouraging feedback.
Responding to feedback.
Name the ways that a business interacts with customers online. (4)
Use of digital media.
Online chat - asking and having answers to questions immediately.
Email address to ask questions.
Search facilities to better find what they are looking for.
