Sales process - EduqasAdapting the sales process in different situations

Retail sales

Retail sales include sales made in a physical shop environment, where a customer will go into a shop to purchase an item. These types of sales are very important for many businesses and are at the forefront of the customer experience. In retail environments the sales process follows the traditional format. Employees must have good product knowledge to answer questions, identify sales opportunities by identifying interested customers, ask questions to understand the wants and needs of customers, and inform customers about the benefits and features of products. Doing this will allow a business to close the sale and make customers more likely to purchase goods. Following up and after-sales is usually completed through the form of a warranty, when customers are provided with a receipt for proof of their purchase.

Online sales

Online sales include any sales completed through the internet on a website or mobile app, using e-commerce and m-commerce. The online sales process is slightly different, as often customers do not have the opportunity to speak to an employee before purchasing. It is very important for good product knowledge to be displayed online to provide customers with enough information to persuade customers to purchase a product. Internet-based businesses must predict the wants and needs of their customers to allow them to provide products and services that will create and close the most sales. Often, when sales are made online a business will follow up the sale with emails with a proof of purchase, and further emails requesting feedback about the customer experience.

High-value sales

High-value sales often require special attention to each section of the sales process. High-value sales may include cars, jewellery, and houses for example. Product knowledge for high-value sales is extremely important, as customers will expect employees to know exactly what they are talking about. Often wants and needs of customers for high value items will be very specific, and it is very important that care is taken and that businesses go out of their way to find out what customers require. Often sales employees will work one-to-one with customers to ensure they understand the benefits of products and services. Closing the sale for high value items may take time, but often profit margins for businesses are larger. Follow up and after-sales is usually the job of a sales representative who will call or visit a customer to ensure they are happy.