Sales processes and customer service (OCR GCSE Business): Flashcards
📚Flashcards
Practise the cards
15 cards from this deck
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Practise the cards
15 cards from this deck
Face-to-face selling
Face-to-face selling
Direct interaction between buyer & seller in physical setting
Face-to-face selling advantage for loyalty
Face-to-face selling advantage for loyalty
Builds customer loyalty through personalised service
Face-to-face selling disadvantage re: costs
Face-to-face selling disadvantage re: costs
Higher retailer costs due to staff & store expenses
Telesales
Telesales
Sales completed over the telephone
Telesales disadvantage to customers
Telesales disadvantage to customers
Can be intrusive & annoying to customers
E-commerce definition
E-commerce definition
Buying & selling goods/services electronically via internet
E-commerce advantage: market reach
E-commerce advantage: market reach
Businesses can sell globally
E-commerce advantage: operating hours
E-commerce advantage: operating hours
Sales can occur 24/7
E-commerce disadvantage: competition
E-commerce disadvantage: competition
Increased competition from local & international businesses
E-commerce influence on business location
E-commerce influence on business location
Can operate from cheaper, non-prime locations
E-commerce impact on employment levels
E-commerce impact on employment levels
Reduction in employees due to automation & technology
E-commerce customer advantage: shopping time
E-commerce customer advantage: shopping time
Can shop anytime & anywhere, 24/7
E-commerce customer disadvantage: product check
E-commerce customer disadvantage: product check
Unable to physically check or try products before purchase
After-sales service
After-sales service
Service received after buying: returns, advice, support
Customer service benefit
Customer service benefit
Increases sales & encourages repeat business