Lecture Notes: Sales Process and Customer Service

Customer Engagement

• Definition: Contact between business and customer.
• Example: Click and collect - purchasing online and collecting in-store.

After-Sales Service

• Importance: Support and advice after purchasing a product or service.

Product Knowledge

• Role of Employees:
  • Support and persuade customers.
  • Help potential customers.

E-commerce

• Definition: Buying physical items online.
• Impact on Business:
  • Creation of specific departments, e.g., online sales.
  • Variety of delivery options like click and collect.
  • Staff training for 24/7 selling availability.
  • Pros for Business:
    • Easy market access, worldwide sales.
    • Reduced overheads and fixed costs.
    • Potential for rapid growth and market expansion.
    • 24/7 availability appealing to customers.
  • Cons for Business:
    • Worldwide competition.
    • Higher delivery and return costs.
    • Risk of hacking; need for online security.
    • Keeping up with technology advances.
• Pros for Customers:
  • Easy price comparison.
  • 24/7 availability.
  • Wider range of products.
• Cons for Customers:
  • Lack of physical contact with products.
  • Potential issues with returns and delivery.

Face-to-Face Selling

• Definition: Direct selling between buyer and seller.
• Pros for Business:
  • Fewer returns, reduced costs.
  • Opportunity to upsell products.
  • Enables click and collect.
• Cons for Business:
  • High fixed costs for physical stores.
  • Increasing online shopping trend.
• Pros for Customers:
  • Receiving advice and support.
  • Ability to try on products.
• Cons for Customers:
  • Poor in-store service at times.
  • Travel costs involved.

Telesales

• Definition: Buying over the phone.
• Pros for Business:
  • Fewer premises needed, reducing fixed costs.
  • Good for targeting older customers.
• Cons for Business:
  • Smaller businesses may lack staff.
  • Need for staff training in telesales.
• Pros for Customers:
  • Comfort for older customers.
  • Access to advice and support.
• Cons for Customers:
  • Discomfort with cold calling.
  • Inability to see products.

Customer Service

• Definition: Handling customer inquiries.
• Benefits of Good Service:
  • Builds trust and brand loyalty.
  • Encourages repeat customers.
  • Increases brand awareness.
• Drawbacks of Poor Service:
  • Erosion of trust and loyalty.
  • Loss of customers and brand awareness.

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End of lecture notes.