Domain 2 Lesson 3

ESB Version 2 Domain 2 Lesson 3

By Stephanie Wheeler

Sales Process

Elements of a Sales Process

1. Repeatable steps that a salesperson can use when retaining customers

   1. Prospecting (finding potential customers)

   2. Preparation (develop tailored presentation)

   3. Approach (contact the client)

   4. Presentation (demonstrate how your product or service meets their needs)

   5. Objections (listen to customers’ concerns and questions)

   6. Closing

   7. Follow-up (ensure that your customer is satisfied)

Key Characteristics of Sales Channels

1. Sales Channel is how a business sells to the end customer

   1. Physical (Retail stores (B2C) and wholesalers (B2B)

      1. Occur in person

   2. Digital (Amazon, ebay, social media, Pinterest and Etsy)

      1. Listing fees

         1. Must rely on images, descriptions and customer reviews

         2. Shipping costs

Role of Customer Service & Sales Strategies

1. Customer Service

   1. To cultivate and maintain ongoing, positive interactions

   2. Generates referrals

   3. MUST deal with negative feedback

      1. Businesses should have clear guidelines on how their team will respond

         1. Address the customer by name

         2. Apologize to the customer

         3. Empathize with the customer

         4. Let them know that you are working to resolve the issue

         5. May be beneficial to offer a gift or some form of compensation