2.3.4 The sales process

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What is the name for the information and understanding that sales staff have about the features and benefits of the items they sell?: Product knowledge
What is meant by 'post-sales service'?: The support a business gives a buyer after a purchase, such as repairs or replacements
What is the name for the opinions and comments that buyers give to a business about the goods or services they have bought?: Customer feedback
What is meant by 'customer engagement'?: The way a business builds a relationship with its customers to encourage loyalty and repeat purchases
What is the name for the promise made by a seller to repair or replace a faulty item free of charge within a set period after it has been bought?: Guarantee
What is meant by 'speed and efficiency of service'?: How quickly and smoothly a business deals with a customer's needs when making a sale
Why can poor product knowledge among sales staff lead to a lost sale?: Customers are left with unanswered questions and lose confidence
Which of these is a benefit to a business of providing an efficient service?: It keeps the cost of providing the service low
Why does a business try to engage its customers through channels such as social media and apps?: To build customer loyalty and encourage repeat business
Which of these is a reason why customer feedback may not be reliable?: It may come from a disgruntled customer
Why might a firm offering generous post-sales service gain a competitive edge over its rivals?: Customers trust the firm and recommend it to others
A skincare firm offers customers a 100 per cent money back guarantee after 60 days. What is the main benefit of this to the business?: Customers feel confident enough to try the product
What is a likely consequence for a business that provides poor customer service?: Customers switch to rivals and the firm's reputation suffers
What is meant by good customer service?: Looking after customers well before, during and after a sale
In which of these markets is speed of service most important to customers?: Emergency plumbing repairs
Why does a business benefit from responding to the customer feedback it collects?: It can improve its products and service
A customer's online order arrives late and damaged. Which action shows good customer service?: Dealing with the complaint quickly and arranging a replacement
How can offering post-sales service help a business to increase its sales?: It gives the business the chance to sell related products

2.3.4 The sales process

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