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The sales process and customer service
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Selling well is not just about the product. How customers are treated before, during and after a sale matters a lot.
The sales process
Product knowledge: staff can explain features and answer questions.
Speed and efficiency of service: short queues, fast delivery.
Customer engagement: building a relationship, for example through social media or loyalty schemes.
Speed and efficiency of service: short queues, fast delivery.
Customer engagement: building a relationship, for example through social media or loyalty schemes.
After the sale
Responses to customer feedback: listening to reviews and complaints and improving.
Post-sales service: help after buying, such as installation, repairs, warranties and easy returns.
Post-sales service: help after buying, such as installation, repairs, warranties and easy returns.
Why good service matters
Satisfied customers come back (repeat purchases) and recommend the business (word of mouth and good reviews).
Poor service leads to bad reviews and lost customers, which is very visible online.
Poor service leads to bad reviews and lost customers, which is very visible online.
A phone shop offers free set-up of new phones and a helpline. Which part of the sales process is this?
- The help happens after the customer has bought.
- It supports the customer using the product.
Answer: Post-sales service
The sales process includes product knowledge, speed and efficiency, customer engagement, responding to feedback and post-sales service. Good service brings loyalty, repeat custom and good reviews.
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