AQA · GCSE · Business
Course version: 8132 · Version from Sept 2017
Good customer services: Students should understand the sales process.
In AQA GCSE Business, the sales process refers to the steps and methods a business uses to provide good customer service before, during, and after a purchase.
Checked against the AQA 8132 specification (opens in a new tab) on .
- Point 2 of 19
- 2 key terms
Study notes
From the checked teaching notes for this specification point.
The idea
In AQA GCSE Business, the sales process refers to the steps and methods a business uses to provide good customer service before, during, and after a purchase. It includes having excellent product knowledge to advise customers, ensuring speed and efficiency of service, and positive customer engagement such as a polite greeting. It also involves responding effectively to customer feedback and providing post-sales service, like user training or repairs. For example, a bicycle shop demonstrates a strong sales process by greeting customers promptly, recommending the right bike using product knowledge, processing the payment quickly, and offering a free six-week service. A good sales process increases customer satisfaction and loyalty.
What earns the marks
- Explains that the sales process involves customer engagement, such as greeting customers politely and identifying their needs.
- Describes the importance of product knowledge in the sales process to accurately advise customers and answer queries.
- Links speed and efficiency of service to a positive sales process, reducing waiting times for customers.
- Identifies post-sales service, such as warranties or user training, as a critical final stage of the sales process.
Common mistakes and how to put them right
Assuming the sales process ends once payment is taken.
Put it right: It includes post-sales service and responding to feedback.
Confusing the sales process with marketing or advertising.
Put it right: The sales process focuses on direct customer service and transactions.
Overlooking the role of speed and efficiency.
Put it right: A slow process can lead to abandoned purchases even if product knowledge is good.
Exam tips
- Use a specific business example to illustrate how product knowledge or customer engagement improves the sales process.
- When evaluating the sales process, consider how post-sales service can lead to repeat purchases and positive reviews.
Try the lesson
The start of the Good customer services: Students should understand the sales process. lesson, made from checked teaching notes for this specification point.
Have a go first
Which element of the sales process involves a shop assistant demonstrating a clear understanding of how a smart television works?
Listen
In AQA GCSE Business, the sales process refers to the steps and methods a business uses to provide good customer service before, during, and after a purchase. It includes having excellent product knowledge to advise customers, ensuring speed and efficiency of service, and positive customer engagement such as a polite greeting. It also involves responding effectively to customer feedback and providing post-sales service, like user training or repairs. For example, a bicycle shop demonstrates a strong sales process by greeting customers promptly, recommending the right bike using product knowledge, processing the payment quickly, and offering a free six-week service. A good sales process increases customer satisfaction and loyalty. A strong answer earns marks for these points. Explains that the sales process involves customer engagement, such as greeting customers politely and identifying their needs. Describes the importance of product knowledge in the sales process to accurately advise customers and answer queries. Links speed and efficiency of service to a positive sales process, reducing waiting times for customers. Identifies post-sales service, such as warranties or user training, as a critical final stage of the sales process. A common slip: Assuming the sales process ends once payment is taken. Instead, it includes post-sales service and responding to feedback. Exam tip: Use a specific business example to illustrate how product knowledge or customer engagement improves the sales process.
Key words
Say what each word means before you turn the card.
Product knowledge
Try answering aloud or in your head before turning the card.
Post-sales service
Try answering aloud or in your head before turning the card.
See every definition
- Product knowledge
- Having excellent knowledge to advise customers and answer queries during the sales process.
- Post-sales service
- A critical final stage of the sales process, such as warranties or user training, provided after a purchase.
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