Marketing
This refers to the potential customers that a business is focusing their marketing efforts on.
Target Market
Human resources is responsible for working with all things related to a businesses ___________.
Employees
This type of sale is generally where marketing meets sales because they are helping bring qualified leads to the sales team.
Inbound Sales
A range of services provided to assist customers in making the most of the product or service is called:
Customer Service
What is demographic segmentation? Give at least one example.
Refers to a physical or personal characteristic (age, gender, ethnicity, income, etc...)
What are the 4 P's of marketing?
Product
Price
Place Promotion
This moves an employee into another position within the company, maintaining the same level of responsibility and pay.
Transfer - HR would help with the process and paperwork of transferring employees
Describe the difference in B2B & B2C companies.
B2B - Business selling to other businesses rather than directly to consumers.
B2C - Business selling directly to consumers rather than to a business.
What are 3 things that customer service should be able to help a customer with?
1. Planning/Onboarding
2. Installation
3. Training
4. Troubleshooting/maintenance
5. Upgrading & add-ons
What is psychographic segmentation? Give at least one example.
Refers to a person's values, beliefs or attitudes (value being healthy, value being clean, like being outside, etc..)
The elements needed to successfully market any product or service is the __________ _________.
(Another name for the 4 P's of Marketing)
Marketing Mix
Name 3 examples of perks or benefits that businesses provide for their employees.
Health Insurance
Paid Time Off (PTO)
Stock Options
Retirement Benefits (401K)
Paternity & Maternity (time off for having a baby)
Potential others not listed here...
The total amount of time it takes for a person or organization to close a sales deal is commonly referred to as:
Sales Cycle
What is the difference between digitally assisted and agent-assisted customer support?
Digital = working with a chatbot or automated support
Agent = working with a person
A detailed description of your most common customers that gives you a holistic view of your consumers based on their commonalities.
Customer Profile or Customer Persona
This term refers to the portion of a total market that our product or service has in an industry.
Market Share
Having a sense of accomplishment or achievement after completing a job would be an example of a ____________ reward.
Intrinsic
Name at least 3 steps of the 8 steps of the sales process. Be able to describe what a good salesperson does in at least one of these steps.
1. Prospecting/Pre-approach
2. Approach
3. Determining customer needs
4. Presenting the product
5. Handling customer objections
6. Closing the sale
7. Suggestion selling (Upsell-Cross sell)
8. Customer reassurance & follow-up
A helpful skill that sales and customer support have where they specifically can show a customer/prospect that they are hearing them by doing things like asking good questions, having positive body language, and avoiding judgement is called:
Active Listening
Fill in the blanks: When customers buy from a salesperson, they don't buy because of _____ but instead when they believe a product will _____ them.
Features
Benefit
What are the two types of market research?
Primary - Research you do on your own (Questionnaires, focus group, observations)
Secondary - Research already collected for you (online sources, reading scholarly articles)
When an employee resigns or is let go, the last step of their process in leaving the company would likely be this: where they can provide feedback to HR about their experience working there.
Exit Interview - chance to share thoughts and feelings with HR about their experience working for the company.
When you order a burger at McDonald's, they ask "Would you like to make that a meal?"
This is an example of what step in the sales process?
Suggestion Selling or Cross-selling (100 bonus points if cross selling was said)
Why is it important for customer service to be proactive in helping customers?
Don't want to wait for bad things to happen in order to help. Address potential issues before they are issues.
Give updates on new features customers may not be familiar with.
When determining customers needs during the sales process, what is the most important thing to remember when asking customers questions?
Avoid yes/no questions. Open-ended questions provide more opportunity for customers to talk and give needed information.