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)

Fill in the Blank

Developing a sales presentation is part of the ___________step of a sales process.

Fill in the Blank

The last step in a sales process is _____________.

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

Fill in the Blank

___________sales channels occur in person, where a customer can ask questions before purchasing.

Fill in the Blank

Selling goods from one business to another is known as _______ to ________sales or (B2B).

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

Fill in the Blank

The main role of a customer service department is to cultivate __________ interactions with customers.

Fill in the Blank

 A business should have clear __________ on how the customer service team should respond to negative feedback.