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WorksheetsThe Sales Process & Customer Service
Total questions: 80
Worksheet time: 51mins
Why is it important for businesses to ensure that their employees have good product knowledge?
To provide excellent customer service
To comply with consumer law
To decrease customer engagement
To increase the cost price of products
What is the term for the interactions that take place between a business and its customers during the sales process?
Profit margin
Added value
Product knowledge
Customer engagement
What is the main reason why businesses find it more cost-effective to retain existing customers than to find new ones through advertising?
Advertising is expensive
Existing customers are more loyal
Existing customers are more profitable
Existing customers require less customer service
What is the term for the action that can be used on Facebook or Instagram to show approval quickly?
Follow
Like
Comment
Share
What is the term for the difference between the cost price and selling price?
Profit margin
Break-even point
Gross profit
Net profit
Why is it important for businesses to ensure that their employees have good product knowledge?
To increase the cost price of products
To decrease customer engagement
To comply with consumer law
To provide excellent customer service
What is the term for the interactions that take place between a business and its customers during the sales process?
Customer engagement
Profit margin
Product knowledge
Added value
What is the main reason why businesses find it more cost-effective to retain existing customers than to find new ones through advertising?
Existing customers require less customer service
Existing customers are more profitable
Advertising is expensive
Existing customers are more loyal
What are some factors that contribute to providing good customer service?
Slow delivery
Limited product availability
Knowledgeable and friendly staff
Rude customer service
Why is good customer service important for a business?
It helps in gaining new customers
It increases production costs
It has no impact on sales
It leads to negative brand image
What is after-sales service?
Providing support for customers after a purchase
Selling products at discounted prices
Promoting products before sales
Handling customer complaints before a purchase
How can good customer service differentiate a product from the competition?
By lowering the product quality
By decreasing customer satisfaction
By providing a competitive advantage
By reducing the price
What can good customer service lead to in terms of sales?
Increased sales via repeat purchases
Reduced customer satisfaction
Decreased customer loyalty
No impact on sales
What is one way in which businesses can provide after-sales service?
Limited product knowledge
Slower delivery times
Reducing product availability
Online chat facility with customer service personnel
Why are customers usually happy to pay more for a product or service with good customer service?
It decreases customer satisfaction
It makes them feel valued
It leads to poor product quality
It results in longer delivery times
How can good customer service help a business build a positive brand image?
Customers are dissatisfied with the product quality
Customers receive poor after-sales service
Customers speak negatively about the business
Customers post recommendations online
What is the impact of good customer service on customer retention?
Satisfied customers are less likely to recommend the business
Good customer service has no impact on customer retention
Satisfied customers are more likely to switch to competitors
Satisfied customers are more likely to be retained as customers
Why is good customer service a good way to differentiate a product from the competition?
It leads to decreased sales
It results in higher production costs
It can provide a competitive advantage
It has no impact on product differentiation
Choose an example of good customer service.
Food service assistants stands with their backs to the customer
A food service assistant smiles and greets the customer politely
A food service assistant chews her nails whilst waiting for her customer to make their choice
A chef shouts at a colleague when they make an error with a food order
Identify the benefits of good customer service to the business.
Customers who did not enjoy their experience, will recommend the business to friends
Customers who enjoy their experience, will more likely be become a loyal customer, increasing sales
The business will not expand
The business will get bad reviews
Last year, due to declining standards in customer service, we lost a lot of customers to a
(a)
For most businesses, the most profitable customers tend to be...
Local customers
Loyal customers
Business customers
New customers
Which stage of the customer service is demonstrated when an employee provides a customer with detailed information about the product?
Customer engagement
Product knowledge
Response to customer feedback
After-sales service
Which stage of the customer service is being met when an electrical retailer offers a 3-year warranty on all purchases?
Product knowledge
Speed and efficiency of service
Customer engagement
After-sales service
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
The process of meeting customer needs successfully before, during and after a sale is called:
Procurement
Kaizen
Customer service
The sales process
An employee greeting a customer and offering help when required are specific examples of:
The sales process
Post sales service
Customer engagement
Product knowledge
Which of the following is a danger to a business of offering poor customer service?
Increased flexibility with pricing
Increased revenue
Negative word of mouth
Satisfied customers
The process of coordinating people and resources to ensure everything is in the right place at the right time is the role of which department in a business?
Logistics
Procurement
Supply chain management
Purchasing
Comments, praise or criticisms given to a company by its customers
Customer feedback
Post-sales service
Customer engagement
Product knowledge
How well staff know all the features of their products
Product knowledge
After sales service
Market segmentation
Differentiated marketing
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What are some factors that contribute to providing good customer service?
Slow delivery
Limited product availability
Knowledgeable and friendly staff
Rude customer service
Why is good customer service important for a business?
It helps in gaining new customers
It increases production costs
It has no impact on sales
It leads to negative brand image
What is after-sales service?
Providing support for customers after a purchase
Selling products at discounted prices
Promoting products before sales
Handling customer complaints before a purchase
How can good customer service differentiate a product from the competition?
By lowering the product quality
By decreasing customer satisfaction
By providing a competitive advantage
By reducing the price
What can good customer service lead to in terms of sales?
Increased sales via repeat purchases
Reduced customer satisfaction
Decreased customer loyalty
No impact on sales
What is one way in which businesses can provide after-sales service?
Limited product knowledge
Slower delivery times
Reducing product availability
Online chat facility with customer service personnel
Why are customers usually happy to pay more for a product or service with good customer service?
It decreases customer satisfaction
It makes them feel valued
It leads to poor product quality
It results in longer delivery times
How can good customer service help a business build a positive brand image?
Customers are dissatisfied with the product quality
Customers receive poor after-sales service
Customers speak negatively about the business
Customers post recommendations online
What is the impact of good customer service on customer retention?
Satisfied customers are less likely to recommend the business
Good customer service has no impact on customer retention
Satisfied customers are more likely to switch to competitors
Satisfied customers are more likely to be retained as customers
Why is good customer service a good way to differentiate a product from the competition?
It leads to decreased sales
It results in higher production costs
It can provide a competitive advantage
It has no impact on product differentiation
What is e-commerce?
Buying and selling goods and services online
Selling goods and services in person
Selling goods and services through advertisements
Selling goods and services over the telephone
What are the three things required for e-commerce to take place?
A seller, a buyer, and a physical store
A seller, a buyer, and a delivery service
A seller, a buyer, and a network
A seller, a buyer, and a warehouse
What is the difference between selling business-to-business and selling business-to-consumer?
The location of the sales process
The method of payment used
The type of customers targeted
The type of products sold
What is telesales?
Selling goods and services in person
Selling goods and services online
Selling goods and services over the telephone
Selling goods and services through advertisements
What is 'cold calling' in telesales?
Calling potential customers to build a relationship
Calling potential customers to offer discounts
Calling potential customers to provide information
Calling potential customers to make a sale
What is the main advantage of face-to-face selling?
Lower costs for the business
Ability to reach a wider audience
Personalized service and interaction
Faster transaction process
What is the main disadvantage of running a retail shop for selling business-to-consumer?
Higher costs for the business
Inability to showcase products
Limited interaction with customers
Difficulty in reaching potential customers
What is the impact of good customer service on a business?
Limited interaction with customers
Improved reputation and customer loyalty
Increased costs and reduced sales
Decreased customer satisfaction
The move to e-commerce may well increase or decrease the overall level of employment. An existing business switching some of its operations to e-commerce may well find that it needs fewer staff due to the (a) being used.
The bringing together of buying & selling electronically
(a)
the contact between the business and the customer
(a)
sales completed over the phone
(a)
the advice and help given to a customer after they have bought a product or service
(a)
There are 3 methods of selling. Which is missing?
E-commerce ~ Face to Face
(a)
There are 3 methods of selling. Which is missing?
E-commerce ~ Telesales
(a)
(2021) The concept of ‘quality’ requires a business to:
produce goods that are better than the competition
produce goods that are reasonably priced
provide services that are fit for purpose
provide services that are value for money
(2021) Geoff, a sole trader, owns a second-hand book shop. Despite being well advertised and selling reasonably priced products, the shop has difficulty retaining customers.
Which of the following would help Geoff deal with this problem?
Advertise other second-hand book shops in the area
Close the shop early on weekdays in the school holidays
Improve customer service by being friendly and polite
Offer a free book to new customers who spend over £5
(2021) An assistant serves a customer who has come into the post office to top-up their mobile phone credit.
This is an example of:
after-sales service
e-commerce
face to face selling
telesales
(2020) A customer has ordered an electric shower from a plumbing firm. By law, the plumbing firm must:
charge a lower price than other plumbers
fit the shower without turning the water off
supply a shower that meets current safety standards
use an environmentally friendly supplier
(2020) The concept of ‘quality’ refers to making products:
by hand
of a satisfactory standard
that are better than the leading brand
to the highest possible specification
(2020) A business finds it relatively easy to gain customers but has great difficulty retaining these customers.
Which aspect of the business is most likely to need improving?
After-sales service
E-commerce
Marketing
Procurement
(2019) A customer comes into a travel agency to book a holiday to Australia. An assistant serves the customer. Which of the following is this an example of?
Face to face selling
International branding
Sales promotion
Telesales
(2019) Coconut Life uses e-commerce to sell its range of innovative coconut products.
Which of the following will not improve customer engagement?
Training staff on the benefit of coconuts
Only selling products that have been certified as organic
Sending carefully worded personalised emails to interested customers
Sending text messages to all previous customers about the benefits of coconut oil
(P2018) A store that sells mobile phones wishes to improve the level of customer service it offers to those who come into the store.
Which one of the following will not improve the level of customer service the store offers?
Demonstrating to all staff how to be attentive, polite and helpful
Giving the sales assistants lists detailing the features of each phone
Offering a free phone case with every mobile phone purchased
Training the store manager to deal with technical queries
(S2018) Which one of the following businesses is most likely to use telesales?
A burger van
A petrol station
A school
An insurance company
