4.3 The sales process and customer service

• E-commerce

  Selling products online
• benefits of E-commerce

  Large potential audience / worldwide

  open 24/7
• drawbacks of E-commerce

  Increased competition

  Cost of delivery

  Online security
• Telesales

  Selling products over the telephone
• benefits of telesales

  A two-way conversation with the customer; allowing them to ask for advice / discuss the product / negotiate a deal
• drawbacks of telesales

  Customer still cannot see / feel the product, so only suitable for certain products.
• Face-to-face

  Selling products in person
• benfits of Face-to-face

  Sales employees can persuade customers to buy
• drawbacks of Face-to-face

  Good quality employees cost money to recruit and train