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The sales process
The set of steps that a company takes to deliver its products to customers
Gain Customer Interest
A business must make a customer aware of its product through marketing activities like; promotional tactics, branding, sponsorships, sales promotion. Customer interest may also be gained through excellent product knowledge like a salesperson who can talk confidently about features and is capable of answering questions and making recommendations.
Provide and a Speedy and Efficient Service
A business needs to be flexible enough to be able to take orders, produce and deliver to customers promptly. Speed and efficiency can be improved by, delivering and installing products for customers, allowing customers to choose a convenient delivery method, making online platforms easy to use, reducing queues at checkouts, and providing a range of ways for customers to contact the business.
Engage the customer
In some cases it’s important to engage with the customer during the sales transaction. When customers order a product and need to wait for some time for it to be delivered a business should ensure that there’s regular communication with the customer. Customised products may also need customer approval before they’re manufactured so meetings may be arranged.
Provide Post-Sales Service
Support given to customers after the purchase of a product and can include; support in using the product, dealing with complaints, managing items that need to be refunded, providing servicing or repairs, offering warranties or guarantees and collecting customer feedback on the transaction. Some elements of post-sales service can be included within the product package (e.g. warranty).
Achieve Customer Loyalty
Achieving customer loyalty is important to businesses as it leads to repeat sales and valuable word-of-mouth reviews. Businesses need to carefully manage the relationship with customers after the sales has taken by; communicating with the customer according to their wishes, providing extended product support, maintaining a positive reputation, continuing to offer what the customer wants and using promotional tactics to encourage repeat purchases.
