Business Revision Guide: 4.3

Cards (12)

E-commerce is the buying and selling electronically
Customer service is the name given to an area of business that deals with customer enquiries
Customer engagement is the contact between the business and customer
Face to face selling is the direct contact between the buyer and seller
Telesales are sales completed over the telephone
After-sales service is advice given to a customer after the bought a product or service
Product knowledge is the detailed knowledge of a product or service that staff within a business use to help persuade a customer to buy
E-commerce advantages to customers:
easy price comparison
seven - day availability
wide range of products
E-commerce disadvantages to customers:
lack of personal contact and security
methods of payment
technology issues
only images of goods seen
E-commerce advantages to the business:
sell worldwide
open 24/7
lower operating costs
looks professional
E-commerce disadvantages to the business:
worldwide competition
problems of delivery
online security
advances in technology
How a business might provide good customer service:
After-sales service - ensures satisfied customers and encourages customer loyalty
Good product knowledge - encourages the customer to make a purchase
Customer engagement - encourages the customer to return to the business and increases customer satisfaction