4.3 The sales process and customer service

• Handling objections involves addressing customer concerns in the sales process.


  True
• The typical steps in the sales process

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Presenting

  4️⃣ Handling objections

  5️⃣ Closing the sale

  6️⃣ Follow-up
• What is the primary goal of follow-up in the sales process?

  Post-sale support
• The goal of qualifying leads is to focus sales efforts on the most promising prospects

  True
• Match the negotiation technique with its description:

  Understanding needs ↔️ Identifying what each party wants to achieve

  Collaborative approach ↔️ Working together to find common ground

  Creative solutions ↔️ Generating innovative ways to satisfy both parties
• The stage in the sales process where a business determines if the customer is a good fit is called qualifying
• Match the communication skill with its description:

  Active listening ↔️ Paying full attention to customer needs

  Clear articulation ↔️ Presenting information understandably

  Positive body language ↔️ Maintaining trust and openness
• Active listening involves fully understanding the customer's concerns
• Identifying buying signals involves looking for signs the customer is ready to buy
• Positive customer experiences improve the company's brand reputation
• What does the sales process refer to?

  Series of steps
• What is the final stage of the sales process?

  Follow-up
• The sales process helps businesses manage the customer journey from initial contact to post-sale relationships.

  True
• The sales process stages help businesses manage the customer journey effectively.


  True
• Qualifying leads involves determining if the customer is a good fit based on their needs, budget, and decision-making process
• Effectively nurturing customer relationships helps businesses drive long-term success

  True
• Order the typical stages of the sales process:

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Presenting

  4️⃣ Handling objections

  5️⃣ Closing the sale

  6️⃣ Follow-up
• The stage in the sales process where a business identifies potential customers is called prospecting
• In collaborative negotiation, parties work together to find common ground
• Effective communication skills are crucial for successful sales interactions.


  True
• Steps for handling objections in a sales process

  1️⃣ Active Listening

  2️⃣ Empathy

  3️⃣ Address Concerns Directly

  4️⃣ Offer Solutions
• Effectively closing the sale helps convert leads into loyal customers.


  True
• Poor customer service can lead to lost sales opportunities.


  True
• Steps for providing exceptional customer service

  1️⃣ Active Listening

  2️⃣ Empathy

  3️⃣ Problem-Solving

  4️⃣ Clear Communication

  5️⃣ Product Knowledge
• The sales process is a series of steps taken to sell a product or service
• Clear communication means explaining information in a way that is easy to understand.


  True
• What is the purpose of the sales process?

  To sell products or services
• Qualifying determines if the customer is a good fit
• What is the purpose of follow-up in the sales process?

  Building customer relationships
• Steps in qualifying leads and building customer relationships

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Follow-up

  4️⃣ Relationship building
• Positive body language maintains body language that conveys trust and openness
• Empathy involves showing understanding of the customer's perspective
• What is a buying signal in sales?

  A sign of customer readiness
• Active listening involves understanding the customer's concerns by listening attentively and asking clarifying questions
• Effectively handling objections and closing the sale converts qualified leads into loyal customers


  True
• Poor customer service can lead to negative reviews and lost sales opportunities


  True
• The six stages in the sales process

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Presenting

  4️⃣ Handling objections

  5️⃣ Closing the sale

  6️⃣ Follow-up
• Identifying potential customers is called prospecting
• Match the stage in the sales process with its description:

  Qualifying ↔️ Determining if the customer is a good fit

  Closing the sale ↔️ Finalizing the transaction

  Follow-up ↔️ Providing post-sale support
• Match the sales process stage with its description:

  Prospecting ↔️ Identifying potential customers

  Presenting ↔️ Demonstrating product benefits

  Handling objections ↔️ Addressing customer concerns