4.3 The sales process and customer service

• Order the stages of the sales process.

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Presenting

  4️⃣ Handling objections

  5️⃣ Closing the sale

  6️⃣ Follow-up
• Handling objections involves addressing customer concerns during the sales process.


  True
• Follow-up in the sales process aims to build ongoing relationships with customers.


  True
• Why is excellent customer service a competitive advantage for businesses?

  Builds customer loyalty
• What does responsive communication involve in customer service?

  Addressing inquiries through multiple channels
• What is the purpose of feedback mechanisms in customer service?

  To improve continuously based on feedback
• What does the sales conversion rate measure?

  Percentage of leads converted into sales
• The customer retention rate measures the percentage of customers who continue to do business with the company.


  True
• Arrange the steps of the sales process in the correct order:

  1️⃣ Prospecting

  2️⃣ Qualifying

  3️⃣ Presenting

  4️⃣ Handling objections

  5️⃣ Closing the sale

  6️⃣ Follow-up
• The follow-up stage in the sales process focuses on building ongoing customer relationships
• What is the role of customer service in sales?

  Enhance sales experience
• Match the type of customer service with its outcome:

  Good Customer Service ↔️ Builds customer loyalty

  Poor Customer Service ↔️ Damages company reputation
• Strategies to improve customer service

  1️⃣ Responsive Communication

  2️⃣ Personalized Interactions

  3️⃣ Employee Training

  4️⃣ Feedback Mechanisms
• Match the KPI with its description:

  Sales Conversion Rate ↔️ Percentage of leads resulting in sales

  Customer Satisfaction Score ↔️ Measure of overall customer happiness

  Customer Retention Rate ↔️ Percentage of returning customers
• Average response time measures the time taken to respond to customer inquiries
• What happens during the 'presenting' stage of the sales process?

  Demonstrating product benefits
• What is the purpose of qualifying in the sales process?

  Determining customer fit
• Match the characteristic with its customer service type:

  Enhances sales experience ↔️ Good customer service

  Discourages future sales ↔️ Poor customer service
• Tailoring the sales approach to individual customer needs is called personalized interactions.
• Equipping staff with the knowledge and skills to provide excellent customer service is called employee training
• Implementing customer service strategies can lead to increased customer loyalty
• What does the first contact resolution rate indicate?

  Percentage of inquiries resolved in one interaction
• What does the average response time measure?

  Time taken to respond to inquiries
• Closing the sale involves finalizing the transaction and securing the customer's commitment.


  True
• Steps in the sales process

  1️⃣ Presenting

  2️⃣ Handling objections

  3️⃣ Closing the sale

  4️⃣ Follow-up
• Excellent customer service can be a key competitive advantage
• Personalized interactions involve tailoring the sales approach to each customer's needs


  True
• Feedback mechanisms allow businesses to continuously improve their customer service by acting on customer feedback
• The Net Promoter Score measures the likelihood of customers recommending a company

  True
• What does the sales process refer to?

  Steps to sell a product
• The first stage of the sales process is prospecting
• The final step in the sales process is follow-up
• Addressing customer doubts or concerns is part of handling objections.
• Providing proactive support involves anticipating customer needs and offering solutions.


  True
• Personalized interactions involve tailoring the sales approach to each customer's needs and preferences.


  True
• Proactive support involves anticipating customer needs and offering solutions proactively.


  True
• The customer satisfaction score measures how satisfied customers are with the overall experience
• The net promoter score measures the likelihood of customers to recommend the company
• What is the first step in the sales process?

  Prospecting
• Why is customer service important in sales?

  It builds loyalty and repeat business