GCSE 9-1 business studies - 2.3.4 The sales process

The attempt to make a customer feel

part of something, rather than an outsider

• Customer feedback

• Customer satisfaction

• Customer engagement

• Market segmentation

Comments, praise or criticisms given to a company by its customers

• Customer feedback

• Post-sales service

• Customer engagement

• Product knowledge

Service after a purchase has been made

• Customer engagement

• Product knowledge

• Post-sales service

• Quality assurance

How well staff know all the features of their products

• Product knowledge

• After sales service

• Market segmentation

• Differentiated marketing

To be effective, customer service must be what?

• Undertaken as cheaply as possible

• Rooted in a clear understanding of what customers really care about

• Undertaken using the internet

• Offered as a last possible action

Good customer service is what?

• Designed to make the customer spend more

• Designed for the customer, not the business

• Only required when a problem exists

• Something that will increase the costs for a firm

A business with a reputation for good customer service

• South West Railways

• Ryanair

• John Lewis

• Sports Direct