Topic Summaries

A strong sales process and excellent customer service are key to generating revenue and building long-term relationships.

The steps in the sales process are:

1. Product knowledge: sales staff should understand features, benefits, and potential concerns.
2. Efficient service: fast, friendly service creates positive experiences.
3. Customer engagement: responding to questions/feedback builds trust.
4. After-sales service: includes warranties, returns, customer support.

Why customer service matters:

• Loyalty and retention: repeat customers mean more stability.
• Positive reviews and reputation: word-of-mouth is powerful marketing.
• Premium pricing: good service justifies higher prices as added value.