Marketing
The elements needed to successfully market any product or service.
Marketing Mix
Human resources is responsible for working with all things related to a businesses ___________.
Employees
What are two important aspects of sales for a business?
1. Drives revenue
2. Attract & retain customers
3. Supports the growth of a business
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?
Refers to a physical or personal characteristic (age, gender, ethnicity, income, etc...)
What are the 4 P's of the Marketing Mix?
Product
Price
Place Promotion
Name two things that HR is responsible for as it relates to the hiring of new employees.
1. Writing Job Description
2. Preliminary Screenings
3. Testing
4. Involved in Interviews
5. Providing Personal Judgement for Hiring
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?
Refers to a person's values, beliefs or attitudes (value being healthy, value being clean, like being outside, etc..)
Define a target market?
Refers to the potential customers that a business is focusing their marketing efforts on.
What are some examples of 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)
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 digital assisted and agent assisted customer support?
Digital = working with a chatbot or automated support
Agent = working with a person
An overview of your customers that depicts a particular segment of your audience and gives you a holistic view of your consumers based on the commonalities they share.
Customer Persona
Why is it important for a business to identify it's target market? Why not just try and sell to everyone?
Save time & resources focusing on best potential customers
Narrow net catches more potential sales than going after everyone
Helps create a buzz among different communities
Having a sense of accomplishment or achievement after completing a job would be an example of an ____________ reward. (intrinsic or extrinsic)
Intrinsic
Name at least 3 steps of the 8 steps of the sales process. Be able to describe what a good sales person does in each step.
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
8. Customer reassurance & follow-up
What are 3 skills important for a customer services rep?
1. Good communication
2. Product Expertise
3. Empathy
4. Patience
5. Enthusiasm
6. Time-management
7. Problem-solving
8. Adaptability
The ability of sales or support to listen to prospects to understand, and not just respond would be an example of:
Active Listening
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 leaves or is let go, the last step of their process in leaving the company would likely be:
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 and they ask "would you like to upgrade and make that a meal?"
This is an example of what step in the sales process?
Suggestion Selling (Cross-selling/up-selling)
Why is it important for customer service to be proactive in helping customers?
Give updates on new features customers may not be familiar with.
When determining customers needs during the sales process, what is an 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.