Good Customer service

• What is the primary focus of a business's sales process?

  Keeping customers happy at each stage
• What are the stages included in the sales process?

  Finding potential customers, approaching potential customers, investigating customers’ needs, presenting products, closing the sale, and post-sales service
• Why is excellent product knowledge important for sales staff?


  It helps them match the right product or service to customer needs and answer questions
• How can sales staff use their product knowledge when selling laptops?


  By suggesting a laptop that has features a customer needs for a price they can afford
• What should employees do to enhance customer experience?

  Build relationships by being polite, friendly, and listening to customers
• How can businesses make customers feel valued?

  By providing enjoyable facilities like fitting rooms or waiting areas
• What is an example of a business providing refreshments to enhance customer experience?


  A car sales dealership offering drinks while customers choose a new car
• What are some extra features businesses can offer to make customers feel special?

  Next-day delivery, free gifts, loyalty cards, or click and collect
• What is the purpose of post-sales service?

  To provide ongoing support after a customer has purchased a product
• What are some examples of post-sales services a business might provide?

  User training, helplines, and servicing products
• How might a business provide user training as part of post-sales service?

  By giving a demonstration on how to use a new laptop or TV
• What is one benefit of providing good customer service?

  Customer satisfaction
• What is the purpose of a helpline in post-sales service?


  To give customers access to assistance when they need help
• How does customer satisfaction benefit a business?

  Happy customers will recommend the business to others through word of mouth or social media reviews
• Why might a business contact customers for servicing products?


  To remind them when it is time for regular services
• What is an example of a product that may require regular servicing?

  A car that includes a service package for the first three years
• What impact does customer satisfaction have on a business's market share?

  It could increase the market share of the business
• Why are satisfied customers less likely to leave negative reviews?

  Because they are happy with the service they received
• What is a characteristic of loyal customers?

  They make repeat purchases
• How can businesses promote repeat purchasing?

  Through the use of a loyalty scheme
• What is brand loyalty?

  It refers to customers choosing the same business for future purchases
• Why are customers willing to pay more for a product from a business with a good reputation?

  Because the business is perceived as having higher quality
• What is one drawback of providing good customer service?

  It increases a business's costs
• What are some additional costs associated with providing good customer service?

  Higher staff wages, training costs, and extra services offered
• How do higher staff wages contribute to the costs of good customer service?

  They arise from hiring employees who are experts in customer service
• Why might small businesses find it particularly difficult to cope with the costs of good customer service?

  Because they may have limited resources
• What are the overall benefits of providing good customer service?

  • Increases customer satisfaction
  • Enhances customer loyalty and repeat purchases
  • Allows businesses to charge higher prices
  • Generally increases profitability
• What is the overall conclusion regarding the benefits and costs of providing good customer service?

  The benefits usually outweigh the costs and increase the profitability of a business
• What is a common example of poor customer service in a restaurant?

  Receiving the wrong meal
• Why can poor customer service be damaging to a business?

  It can lead to dissatisfied customers who may not return
• How does poor customer service affect a business's reputation?

  It can lead to a poor reputation through word of mouth and negative reviews
• What role do social media and websites play in the impact of poor customer service?

  They can spread negative reviews that deter potential customers
• What is a likely consequence of providing poor customer service?

  A reduction in sales revenue
• What are the potential outcomes for businesses that provide poor customer service?

  • Loss of customers
  • Reduction in sales revenue
  • Poor reputation through word of mouth
  • Negative reviews on social media and websites
• How has technology changed customer service?

  It has changed how businesses can provide customer service.
• What is e-commerce?

  1. commerce is the buying and selling of goods on the internet.
• How does e-commerce benefit customers?

  It makes shopping more convenient by allowing purchases at any time.
• What are the ways websites can help businesses provide good customer service?

  • Displaying information about products and services
  • Having a frequently asked questions (FAQs) section
  • Providing a store locator and opening times
  • Offering a live chat facility for instant answers
  • Displaying contact details for various communication methods
  • Allowing customers to create accounts for storing details and receiving offers
• What is the purpose of a live chat facility on a business website?

  To allow customers to instantly obtain answers to their questions.
• Why do businesses display contact details on their websites?

  To provide customers with various methods to get in touch with the business.