Optimize Your Sales Flow for Customer Support

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hello gcse business welcome back to another ocr lesson and moving on now to 4.3 which is the sales process and customer service um so a few key terms here to um get your head around so customer service and then go into an air with a business that deals with customer requires um if they've got any complaints um or any inquiries that um you know they've got about product or service or warranty they would go into using the customer service department uh customer engagement is any contact between the business and the customer um so any formal communication business in the customer is customer engagement and businesses will spend a lot of money trying to make sure their customer engagement is correct uh click and collect a lot of you already know what the clicking collect is from very popular in the last few years especially when you order something online and collect it in store at a later date um after sales service is any sort of support that you are given as a customer um after you've bought the product or the service um product knowledge is you know what is the level of knowledge of the staff within a business and and that might also help you um you know buy a certain product might even persuade you to buy a certain product or service so there's three different methods of selling that you need to be aware of uh the first one is e-commerce off the top of my head i think it was originally called e-commerce because it's like electronic commerce but um in reality it's just online sales that's what it means um and don't forget the products and services are both sold online um so um certain different factors are likely to have an impact on e-commerce so location so amazon have a lot of their warehouses are dotted around the m25 but they won't have big warehouses in the center of london because obviously it's a lot more expensive um new skill developments you might need to sort of um support your staff with regards to improving their skills level of employment might have an impact on how much e-commerce you do and creation of specific departments click and collect delivery options these all things that might influence your e-commerce activity don't forget digital distribution which was in 2.4 that is something slightly different okay um e-commerce is when we're buying something or not i think physical okay a physical product or or even it could be a service but digital distribution is when we're downloading um something digitally so it might be a song we might be streaming something that is digital distribution e-commerce we're buying and selling online our pros and cons into the business and we've got pros and cons of the uh to the customer of using e-commerce so to the business then what enables us to sell worldwide okay uh we could if we're a uk business we can sell online and we can sell to people in ghana okay uh we can you know sell all around the world we're open all the time 24 7 you know 365 we're always open if someone wants to buy um you know a grey jumper on christmas day shops will be open selling gray jumpers on christmas day they might not be delivered for a couple of days but they're open you're able to process an order um professional look at little cost websites used to be quite a sort of laborious and expensive process to set up now you can get very smart looking websites for relatively low cost um lower operating fixed cost if you're mainly online then you can actually keep your fixed costs low because you need less premises less stores and actually you can just have a warehouse in a cheaper location disadvantage though you know if we are selling online then we've got to compete with worldwide competition as well because there'll be businesses in america that will be selling to the uk so that's also something you might want to sort of think about delivering returns this is something that you know if you've ever bought anything from asos um you know they do free returns and most businesses will do free returns but that is a major cost to them that they've got to you know supply all the packaging pay for their returns pay for the delivery and some businesses will charge you for delivering or returning but then that might put customers off from actually buying online um online security so if you're selling as a business then you know you're at risk of being and things like that you've got to make sure you've got really high level online security which doesn't come cheap and advances in technology um can also impact on e-commerce as well e-commerce the customer then pros and cons uh positives then comparing prices uh you know if uh when i was younger if i wanted to buy a tv i'd walk into argos and maybe have a selection of two tvs that were in my price range now if i was looking to buy a new tv i'd go on amazon kyrie's pc world john lewis i'd google it i'd have a look on uh some review websites so i've got all of this information to my hand within five minutes you know seven day availability as i said before it's good so that you know it's always open for us to buy things um there's a range of products as well so there's bigger range online than maybe in store and sometimes some businesses will sell online exclusives it's just what you know they'll sell additional things online uh disadvantages well there's that lack of contact so some customers like speaking to someone um there can also be problems returning and some businesses you'll have to they will actually charge you to return or they won't you'll have to go to the post office and pay for the return yourself um the only image of a good so you won't be able to feel or touch it okay you're just going off an image of a good um security as well for the the person buying it so again you know if you're buying online giving up your details online potentially that that's a could be a problem um you know you can't pay in cash there's only certain methods of payments that you can use so if you you know get paid in cash you like using cash online or e-commerce might not work for you um and and also disadvantages you need the technology there as well similar to if you're a disadvantage for a business you need the level of technology uh face-to-face selling then this is more of the traditional one the game got pros and cons here for the business and pros and cons here for the customer uh so this is when we're dealing direct with the buyer and seller actually face-to-face meeting posit is about this hopefully for the business it could be less returns as people have got a chance to have a look at things it's also an opportunity to upsell as well because um you know if you're a shoe seller you know it's an opportunity to sell them um you know polish and creams their shoes and things and earn you know a bit more revenue we can also offer click and collect and we put click and collect um it's sort of a bit of a hybrid between e-commerce and face-to-face uh negative to the business though um they're expensive to run and heat and electricity and all this sort of stuff for a shop is expensive um more shoppers are buying online now and with everything that's been happening as well more and more people are buying online uh so pros and cons to a customer face-to-face then when you go in you can actually get advice and support and you get to feel and touch the product fully um negative though um some shops don't offer good service you might be better off just doing it online and you've got uh you know travel costs you know if you're going to blue water you've got to pay for petrol or you've got to pay for public transport you've got to pay the toll to go up the bridge so things like that you've got to think about uh the final one then is tele sales i would say this is less and less now um but it's still important you're aware of it it's literally when we're buying over the phone and the pros and cons of this to the business are very similar to e-commerce so let's like need the premises uh we can target older customers because they might be more comfortable buying over the phone than actually um over the internet they might not even have the internet um disadvantage to the business and smaller businesses may lack staff to actually have a fully functioning call center you also need to train your staff to uh be able to offer advice over the phone um positive to the customer older customers might feel more comfortable with this and they can still gain a little bit of advice and support uh customers i don't like cold calling so maybe uh some customers might be put off by this method uh and customers still can't see the product that's the end of 4.3 there's a couple of exam questions here so you might want to pause it and have a go at these thanks very much