ESB Domain 2 Lesson 3

Developing a sales presentation is part of which step of a sales process?

• Preparation

• Follow-up

• Execution

• Evaluation

What is the last step in a sales process?

• Preparation

• Follow-up

• Execution

• Evaluation

Which type of sales channels occur in person, where a customer can ask questions before purchasing?

• Online

• Physical

• Virtual

• Automated

What is the main role of a customer service department?

• Cultivate negative interactions

• Cultivate positive interactions

• Ignore customer feedback

• Focus on sales only

A business should have clear ________ on how the customer service team should respond to negative feedback?

• Rules

• Guidelines

• Restrictions

• Policies

In which step of the sales process would potential clients be contacted?

• Approach

• Closing

• Follow-up

• Preparation

In which step of the sales process would a presentation be shown to a customer?

• Presentation

• Follow-up

• Approach

• Objection

Which of the following is a physical sales channel?

• Etsy

• Facebook Marketplace

• Online boutique

• Grocery store

Which store is an example of a digital sales channel?

• Bakery

• Restaurant

• Etsy

• Wholesale store

What is a characteristic of physical sales channels?

• Require internet access

• Provide in-person experience

• Offer global reach

• Have no shipping costs