Sales process and Customer service

• What is the primary focus of the BBC Bitesize homepage?

  Study support for various educational levels
• What are the main methods of selling mentioned in the study material?

  • E-commerce
  • Face-to-face selling
  • Telesales
• Why is good customer service important for businesses?

  It helps a business stand out to customers
• What must businesses comply with when offering customer service?

  Consumer law
• What is e-commerce?

  Buying and selling goods online
• What are the three requirements for e-commerce to occur?

  A seller, a buyer, and a network
• What is business-to-business (B2B) selling?

  When a business sells to other businesses
• What does face-to-face selling involve?

  Sales staff meeting with customers
• What is the role of sales representatives in B2B selling?

  To build good working relationships with customers
• What is business-to-consumer (B2C) selling?

  When businesses sell to individual consumers
• What is a disadvantage of running a retail shop?

  It can significantly add to business costs
• What does telesales involve?

  Selling over the telephone
• What is cold calling in telesales?

  Phoning potential customers to make sales
• Why might cold calling be seen as a nuisance?

  It can inconvenience potential customers
• What are the advantages and disadvantages of face-to-face selling?

  Advantages:

  • Good interaction with customers
  • Personalized service

  
  

  Disadvantages:

  • Higher operational costs
  • Limited reach compared to online sales
• What are the implications of consumer law on businesses?

  • Ensures fair treatment of customers
  • Protects consumer rights
  • Requires transparency in transactions
• What is a key factor customers value when making purchases?

  Good customer service
• How can good customer service benefit a business?

  It helps a business stand out
• What must businesses comply with when offering customer service?

  Consumer law
• What does e-commerce provide businesses with?

  Opportunities to attract new customers
• What is a potential threat of e-commerce for businesses?

  Struggling to maintain sales
• How does e-commerce affect different areas of a business?

  It impacts distribution, storage, and staff skills
• What are the advantages of e-commerce?

  • Attracts global customers, increasing market share
  • Sales can occur 24/7, boosting sales likelihood
  • Immediate payment processing
  • May reduce need for physical shops, lowering costs
• What are the disadvantages of e-commerce?

  • Increased global competition, making visibility harder
  • Employees may need new skills, requiring training
  • Procedures for delivery and returns must be established
  • Maintenance of technology and security can be costly
• What can e-commerce potentially increase for a business?

  Market share
• What is a benefit of being able to make sales at any time?

  Increases likelihood of making a sale
• What is a requirement for employees due to e-commerce?

  New skills for website maintenance
• What must businesses establish for product delivery in e-commerce?

  Procedures for delivery and returns
• What can e-commerce reduce the need for?

  Physical shops
• What is a potential cost associated with e-commerce?

  Maintaining and updating technologies
• How does e-commerce create competition for businesses?

  More competitors from across the globe
• What is often valued above many other factors by customers when making purchases?

  Good customer service
• How can good customer service help a business?

  It helps a business stand out
• What must businesses comply with when offering customer service?

  Consumer law
• What are the factors contributing to good customer service?

  • Knowledgeable, helpful, and friendly staff
  • Meeting all legal requirements
  • Quick delivery
  • Efficient service
  • Excellent after-sales service
  • Good product availability
• Why is good customer service important for customer retention?

  Satisfied customers are likely to return
• How does customer recommendation impact a business?

  It helps build a good reputation
• What can good service do for customers in terms of pricing?

  Customers may pay more for good service
• How can excellent customer service differentiate a product?

  It provides a competitive advantage
• What is a competitive advantage?

  An advantage over competitors