WorksheetsSGS Business 2.3.6 The Sales Process
Total questions: 15
Worksheet time: 8mins
Which stage of the sales process is demonstrated when an employee provides a customer with detailed information about the product?
Customer engagement
Product knowledge
Response to customer feedback
Post-sales service
Which stage of the sales process would providing wide aisles and exciting visual displays be an example?
Customer engagement
Speed of service
Post-sales service
Product knowledge
Which customer need is met when a large supermarket offers shoppers a range of payment options from which to choose?
Friendliness
Politeness
Convenience
Product information
Which best describes the process of making a customer connect with the business and its products/services?
Post-sales service
Customer engagement
Product knowledge
Providing customers with the opportunity to give feedback to a firm
Which stage of the sales process is being met when an electrical retailer offers a 3-year warranty on all purchases?
Product knowledge
Speed and efficiency of service
Customer engagement
Post-sales service
Which areas of customer service does Amazon pride itself?
Speed of delivery
Free delivery on all items
Price matching products that are cheaper elsewhere
Guaranteed time of delivery
What describes the stages involved from initially engaging with a customer through to offering customer support after product purchase?
Customer feedback
Post-sales service
Customer engagement
The sales process
What stage of the sales process would an employee greeting a customer and offering help when required be an example of?
Product knowledge
Customer engagement
Post-sales service
Speed of service
What would be an important way in which an upmarket restaurant could provide excellent standards of customer service to its customers?
Offer a discount on the next visit
Attentive and knowledgeable waiting staff
Images of every dish on its menu
Low prices
Which websites would provide a way of measuring levels of customer satisfaction for a tourist attraction?
Kayak.com
Expedia.com
Laterooms.com
TripAdvisor.co.uk
Which would be the most appropriate way in which a shoe retailer could provide excellent standards of customer service to its customers?
Enticing window displays
Greeter at the store entrance
Wide availability of shoe sizes always in stock
Fitting rooms
Which two are benefits to a business of providing good customer service?
Customers may increase their spend with the business
Lower prices can be charged
Increased costs
Improved reputation within the marketplace
Increased number of product returns
What are advantages to a business of providing 24 hour virtual customer assistant support on its website?
All customer concerns will be resolved quickly and fully
It is a relatively inexpensive service to provide
The service will always run without any glitches
The service is always available to customers
No investment will be required to improve the technology used
