4.3 The Sales Process and Customer Service

• The stages of the sales process include prospecting, approach, presentation, handling objections, closing, and follow-up
• What is the goal of the closing stage in the sales process?

  Gaining customer commitment
• Match the sales process stage with its definition:

  Approach ↔️ Making initial contact and building rapport

  Closing ↔️ Gaining the customer's commitment to purchase

  Follow-up ↔️ Maintaining contact and ensuring satisfaction
• The closing stage involves addressing customer objections and concerns

  False
• Match the sales process stage with the role of customer service:

  Presentation ↔️ Addressing questions and concerns

  Handling Objections ↔️ Resolving issues with personalized solutions

  Closing ↔️ Guiding the customer through purchase
• What is the first stage of the sales process?

  Prospecting
• The "Approach" stage involves making initial contact and building rapport
• In the "Approach" stage, customer service builds trust through friendly and attentive interactions
• Pre-sales customer service aims to convert leads into customers
• Clear communication in customer service minimizes confusion and errors
• Repeat customers tend to spend more with a business over time
• What is the sales process in business terms?

  Stages to sell products
• Arrange the stages of the sales process in their correct order

  1️⃣ Prospecting

  2️⃣ Approach

  3️⃣ Presentation

  4️⃣ Handling Objections

  5️⃣ Closing

  6️⃣ Follow-up
• The presentation stage focuses on building rapport with the prospect

  False
• The sales process includes stages such as prospecting, approach, presentation, handling objections, closing, and follow-up
• What role does customer service play during the approach stage of the sales process?

  Building rapport and trust
• Businesses can improve long-term customer relationships by delivering excellent customer service at each stage of the sales process


  True
• What is the first stage of the sales process?

  Prospecting
• What is the primary role of customer service in the sales process?

  Supporting every stage
• What are the three stages of customer service in the sales process?

  Pre-sales, During-sales, Post-sales
• What is the technique of actively listening in customer service?

  Understanding customer needs
• Why is customer retention important for businesses?

  Reduces acquisition costs
• Prospecting involves identifying and qualifying potential customers using market research


  True
• Prospecting involves identifying and qualifying potential customers
• Why is follow-up important in the sales process?

  Ensuring customer satisfaction
• Good customer service in the follow-up stage ensures ongoing customer satisfaction
• Arrange the stages of the sales process in their correct order

  1️⃣ Prospecting

  2️⃣ Approach

  3️⃣ Presentation

  4️⃣ Handling Objections

  5️⃣ Closing

  6️⃣ Follow-up
• The "Handling Objections" stage focuses on addressing concerns raised by the prospect.


  True
• Customer service ensures a smooth transaction during the "Closing" stage.

  True
• Post-sales customer service helps retain customers and encourage repeat business.


  True
• Empathy involves understanding and sharing the feelings of the customer.


  True