2.3.4 - The sales process

Which of the following stages 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 of the following stages 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 of the following customer needs is met when a large supermarket offers shoppers a range of payment options from which to choose?

• Friendliness

• Politeness

• Convenience

• Product information

Which of the following 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 of the following stages 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

On which of the following 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

Which of the following 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

Which of the following stages 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

Which of the following 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 of the following websites would provide a way of measuring levels of customer satisfaction for a tourist attraction?

• Kayak.com

• Expedia.com

• Laterooms.com

• TripAdvisor.co.uk