Market Research
Identify the customer group a business aims to serve.
What is a target market?
Name the type of competitor that sells the same or similar products.
What is a direct competitor?
Name the first step in the sales process, when potential customers are identified.
What is prospecting?
Name the sales channel that uses the internet to sell products or services.
What is a digital sales channel?
State the main goal of customer service interactions
What is the main goal of customer service? To cultivate positive interactions with customers.
Name the statement that explains why customers should do business with a company.
What is a value proposition?
A nearby bakery competes with an ice cream shop for customers seeking a treat. What type of competitor is it?
What is an indirect competitor?
Name the sales step in which a salesperson contacts potential clients.
What is the approach step?
Name the sales channel that lets customers shop in person and interact with employees.
What is a physical sales channel?
What should a business create to guide responses to negative customer feedback?
What are customer service guidelines?
Interviews and surveys collect this type of data.
What is primary data?
In a SWOT analysis, classify dependable employees.
What is a strength?
Name the step in which a salesperson shows a product or service presentation.
What is the presentation step?
What does B2C mean, and who is selling to whom?
What is business-to-consumer (B2C) sales? A business sells products or services directly to consumers.
Explain why maintaining positive interactions with customers matters to a business.
How can positive customer interactions support a business? They help maintain customer relationships.
Explain one difference between primary and secondary data.
Primary data comes from firsthand accounts, such as interviews and surveys; secondary data interprets or reports on primary data and may include personal bias
A repair shop gains more customers. Which SWOT element does this represent?
What is an opportunity?
Name the step in which a salesperson addresses customer concerns or objections.
What is the objection step?
What does B2B mean, and who is selling to whom?
What is business-to-business (B2B) sales? A business sells products or services to another business, often for resale.
A customer shares a complaint. What should the team use to guide its response?
What should a customer service team consult when responding to a complaint? Clear guidelines for handling negative feedback.
An article about fashion trends informs a boutique’s inventory choices. Identify the data type and explain why.
What is secondary data? It is information based on or interpreting primary data, such as an article.
A repair shop has a small budget, more customers, dependable employees, and nearby competitors. Identify the weakness, opportunity, strength, and threat
What are the four SWOT elements? Strengths, weaknesses, opportunities, and threats.
Put the seven sales process steps in order, beginning with identifying potential customers.
What are the seven steps of the sales process? Prospecting, preparation, approach, presentation, objection, closing, and follow-up.
State one advantage and one drawback of digital sales channels compared with physical channels.
Digital channels can reach more customers, but may involve shipping costs. Physical channels provide an in-person shopping experience.
Describe how clear guidelines can help a business respond to negative feedback consistently.
Why should a business set clear guidelines for negative feedback? They help the team respond consistently and support positive customer interactions.