sales process-marketing

• What is sales process?

  Involves a series of steps taken from when the potential buyer meets the prospective seller until after the final sale is made.
• What is customer engagement?

  Occurs when the business and the customers communicate through the sales process.
• What is customer loyalty?

  Means that a business’ customers make repeat purchases because they prefer the business’ products to those of its rivals
• What are premises?

  They are buildings used by businesses – these may include offices, shops and factories.
• What is feedback?

  The response by a customer following the purchase of a good or service. This will be used by the producer to improve what has been produced.
• What is after-sales service?

  The meeting of customers’ needs after they have purchased a product – for example, by repairing or servicing the product.
• How can online customer service be done?

  • The website design ➔ ensuring that it is easy to use ➔ offers search facilities ➔ details of the product ➔ customer reviews ➔ live chats with customer service agents

  • Data analysis of the customer ➔ monitor browsing and purchasing history ➔ recommend particular products / tailor their advertising
• What is customer service?

  Customer service involves the interaction between the business and the customer in which the business understands consumer needs before, during and after the sale of a good or service. Positive reactions to service can provide benefits for the business in relation to reputation and future sales.
• Good customer service can result in:

  • Increased customer loyalty

  • Increased customer spend

  • A good reputation

  • Attracting new customers

  These should then lead to increased sales revenue, higher market share and increased profits.
• What does poor customer service lead to?

  • Dissatisfied customers who may not return to the business ➔ this will affect revenue and profits

  • Difficult to attract new customers ➔ customers are likely to take their business elsewhere
• What are some features of customer services?

  •Greeting the customer ➔ this does not just include the face to face interaction with employees, but also the presentation of the outlet and the products, the signage and the processes the business uses to deal with customers.

  • Interacting with the customer ➔ ask questions to make sure the customer is shown the right product that will satisfy their needs and wants.

  • Identifying customer needs and wants

  • Encouraging feedback from the customer and responding to it➔ customers respond well to businesses that listen to them.