Customer Service and The Sales Process

Customer Service and The Sales Process

NCFE Level Level 1/2 Award in Business and Enterprise

Multiple Choice

What if often a benefit to a business of providing customer service?

• More Complaints
• Increased expenses
• Longer season
• Greater profits

Customer Service

Customer Service can be defined as:

The assistance and advice provided by a company to those people who buy or use its products or services.

It is important for a Business to provide good customer service; to all types of customers, including potential, new and existing customers.

Although it can take extra resources, time and money, good customer service leads to customer satisfaction.

Good customer service can help your business grow and prosper.

Multiple Select

How can complaints be bad for business? Select 2 answers

• The business can improve

• The business might lose customers and profits

• The business might gain a negative public image

• They aren't bad, only good

Multiple Choice

When dealing with an agressive customer, it is perfectly fine to be agressive in return.

• True
• False

Multiple Choice

Customer service is important for

• ensuring that money is made
• businesses to become popular on social media
• ensuring that customers are satisfied
• for understanding how to put other businesses out of business

Multiple Choice

Which IS a potential consequence of poor customer care?

• Positive reputation which improves image of the company

• Need to pay out for compensation and recruit more staff to deal with complaints

• Increase in customer retention which costs less to manage

• Reduction in staff turnover which means less recruitment costs

Multiple Choice

Emphasizing customer service can help a business to be ...

• Irresponsible 
• Competitive 
• Objective
• Possessive 

Sales Process

In order to sell, a business needs to be able to interact with customers in a way that enables them to exchange their goods and services for payment. A business usually sells in three ways:

* E Commerce

* Face-to-Face

* Telesales

Multiple Choice

Learn to ask and listen to customers' situations and needs during the sales process

• Yes

• No

Multiple Choice

Personal selling is any form of direct contact between the sales person and the customer.

• true
• false

Multiple Choice

How many steps are there in the selling process?

• 5

• 8

• 9

Open Ended

Examination Question One

Explain TWO benefits to NCFE Fashions of ensuring that they provide good levels of Customer Service (4)

Open Ended

Examination Question Two

Discuss how Customer Feedback can be valuable to a business (4)