2.3.4 The sales process - Word Drop

The sales process starts before a sale and continues until after any guarantee has ended. Strong ______ helps sales staff answer questions and gives customers confidence, so a sale is more likely. In urgent markets such as takeaway food, customers expect ______, meaning a quick response. Operational ______ means service is delivered without waste and helps keep costs low.

Customer ______ tries to build loyalty and encourage repeat business by communicating through channels the customer uses. Businesses ask for customer ______, which can be positive or negative, so they can listen and improve. Good customer service also means dealing with ______, the negative comments customers make about faulty goods or late deliveries.

The ______ stage begins after a sale and covers guarantees, faulty products and extra help. A generous guarantee can give a firm a competitive ______ and create a chance to sell related products. A satisfied customer is more likely to show ______ by returning to the firm for future purchases. Good service can also build a strong ______ for reliability. It can raise ______ by increasing sales and reducing the cost of attracting new customers.