Customer service and the sales process (Edexcel GCSE Business): Flashcards
📚Flashcards
Practise the cards
13 cards from this deck
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Practise the cards
13 cards from this deck
What is customer service?
What is customer service?
How well a business treats customers throughout their experience
What do customers often value more than price?
What do customers often value more than price?
Excellent service
Benefit of excellent service on customers
Benefit of excellent service on customers
Satisfaction, loyalty & repeat purchases
How excellent service affects brand reputation
How excellent service affects brand reputation
Creates positive word-of-mouth recommendations
Competitive advantage of outstanding service
Competitive advantage of outstanding service
Helps stand out & justify higher prices
Effect of poor service on reputation
Effect of poor service on reputation
Damages reputation & deters new customers
How poor service experiences spread
How poor service experiences spread
Quickly via social media & online reviews
What the sales process maps out
What the sales process maps out
Essential stages customers go through when purchasing
Number of stages in the sales process
Number of stages in the sales process
Five stages
Stage 1 of sales process
Stage 1 of sales process
Customer interest
Stage 2 of sales process
Stage 2 of sales process
Speed & efficiency of service
Stage 4 of sales process
Stage 4 of sales process
Post-sales service
Stage 5 of sales process
Stage 5 of sales process
Customer loyalty