The Sales Process Flashcards

All 7 cards in this deck

What is meant by product knowledge in the sales process?

Staff knowing the products well enough to answer customers' questions and recommend the right product.

Why is speed and efficiency of service important in the sales process?

Customers are not kept waiting, so more can be served and they are more likely to return rather than go to a rival.

What is customer engagement in the sales process?

Interacting with customers and listening to their needs so they feel valued and build a relationship with the business.

Why should a business respond to customer feedback?

It shows customers they are valued and lets the business correct problems and improve its products or service.

What is post-sales service?

Support given to the customer after the purchase.
e.g. warranties, help lines, repairs, refunds and exchanges.

Give two benefits to a business of providing good customer service.

Repeat purchases and customer loyalty, and a better reputation that brings in new customers and higher sales.

True or false? Customer service only matters up to the moment the customer pays.

False. Post-sales service, such as warranties and dealing with complaints, is also part of good customer service.