The Sales Process Flashcards
All 10 cards in this deck
Name the five stages of the sales process.
Product knowledge; speed/efficiency of service; customer engagement; responses to customer feedback; post-sales service.
What is meant by product knowledge in the sales process?
Staff knowing the product well enough to answer customers' questions and advise them on the right purchase.
What is meant by speed and efficiency of service in the sales process?
Serving customers quickly and without mistakes, so they do not have to wait.
What is customer engagement in the sales process?
Interacting with the customer and building a relationship with them so their needs are understood and met.
What is meant by responses to customer feedback in the sales process?
Listening and acting on what customers say about the product or service, such as complaints and reviews, to improve it.
What is post-sales service?
Service given after a product or service has been bought, such as technical support or dealing with complaints.
Why is post-sales service important to a business?
It lets customers resolve problems, so customer loyalty increases and the business gains repeat purchases.
Give one benefit to a business of providing good customer service.
It differentiates the business from competitors, making customers more loyal, so sales and market share rise.
Give one impact on a business of providing poor customer service.
Customers become dissatisfied and make no repeat purchases, so market share falls. (Also: the brand is damaged, so a premium price cannot be charged.)
True or false? Excellent customer service can allow a business to charge higher prices than its competitors.
True. Customers value the service, so the business can charge a premium and earn a higher profit margin on each sale.