Sales Process

• What is the sales process?

  A series of steps from buyer to seller
• What does customer service involve?

  Interaction between business and customer
• Why is positive customer service important?

  It enhances reputation and future sales
• What are the benefits of good customer service?

  • Increased customer loyalty
  • Increased customer spend
  • A good reputation
  • Attracting new customers
• What can result from poor customer service?

  Dissatisfied customers may not return
• What are the features of customer service?

  • Greeting the customer
  • Interacting with the customer
  • Identifying customer needs and wants
  • Encouraging feedback
  • Responding to feedback
• What does customer engagement refer to?

  Communication through the sales process
• What is feedback in customer service?

  Response after purchasing a good or service
• What is after-sales service?

  Meeting needs after product purchase
• What is online customer service?

  Customer service adapted for online shopping
• How can online customer service be improved?

  • Easy-to-use website design
  • Search facilities
  • Product details and reviews
  • Live chats with agents
• What does customer loyalty mean?

  Repeat purchases due to preference
• What are premises in a business context?

  Buildings used by businesses
• What are the key components of customer service strategy?

  • Timely response
  • Valuing customer opinions
  • Communication and relationship management
  • Quality and technology integration
• What is the significance of customer feedback?

  Used to improve products and services
• How does good customer service affect sales revenue?

  Leads to increased sales revenue
• What are the consequences of not responding to customer feedback?

  It fails to improve customer experience
• How can a business ensure it meets customer needs?

  By identifying customer needs and wants
• What role does website design play in online customer service?

  It ensures ease of use for customers
• What is the purpose of encouraging customer feedback?

  To improve customer experience
• How does customer service contribute to a business's reputation?

  Good service enhances the business's reputation
• What is the relationship between customer service and market share?

  Good service can increase market share
• What should a business do to attract new customers?

  Provide excellent customer service