The Sales Process and Customer Service
The sale does not end at the till. Learn the five parts of the sales process, from product knowledge to post-sales service, and why good customer service turns one-off buyers into loyal, repeat customers.
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The sale is only the start 🛎️
A customer can buy from you once, but a business wants them to come back. A smooth **sales process** and good **customer service** turn a one-off buyer into a loyal customer who returns and recommends you to others.
The sales process 🔑
The sales process is how a business helps a customer from first interest to after the sale. Edexcel names five key elements:
Two kinds of service ⚖️
How a customer is treated shapes whether they come back.
After the sale 🎯
Which of these is an example of post-sales service?
- Repairing a product under warranty after it is sold
- Advertising the product before it is sold
- Setting the price of the product
- Ordering stock from a supplier
Match the element 🔗
- Product knowledge
- Speed and efficiency
- Customer engagement
- Responses to feedback
- Post-sales service
- Staff understand the product and answer questions well
- Customers are served quickly and without mistakes
- Staff build a friendly relationship with the customer
- The business listens to complaints and acts on them
- Support continues after the sale, like repairs or returns
Why it pays off ⭐
Good customer service pays off. A well-served customer is satisfied, becomes loyal and buys again, and recommends the business to friends. That builds a strong reputation and brings in more sales. Poor service does the opposite: customers leave for rivals and warn others.
The benefits ✅
Which THREE are benefits to a business of good customer service?
- Customer loyalty and repeat business
- A better reputation and word of mouth
- More sales over time
- Higher costs with no return
- More faulty products
The loyalty chain 🪜
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Measuring loyalty 🔢
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The importance of service 🧩
Good customer service keeps customers _____, so they stay _____ and buy again. Happy customers spread good _____ of mouth, which builds the reputation of the _____. A business that ignores _____ risks losing customers to rivals.
True or not? 🖍️
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Which element? 🔀
- A sales assistant explains exactly how a laptop works
- A firm offers a free repair three months after purchase
- Staff greet customers warmly and remember regulars
- A company changes its returns policy after complaints
- Product knowledge
- Post-sales service
- Customer engagement
- Responses to customer feedback
Serve the customer 🧭
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Explain the benefits ✍️
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