4.3 Sales Process And Customers

4.3 Sales Process And Customers

1. Face to face - involves direct contact between buyer and seller, for example, a sale completed in a shop

2. Telesales - sales completed over the telephone

3. There are three types of selling, which are e-commerce, face to face and telesales. These methods can be used to sell both goods and services and to sell to consumers and other businesses

4. Influence of commerce on business

   • Levels of employment
     • Some e-commerce businesses have reduced the number of workers they employ by using technology instead
   • New skills
     • E-commerce businesses need to recruit workers with relevant skills such as web designers, workers to pack orders and drivers
   • Location
     • Businesses who sell online can use warehouses in cheaper locations but which still have good transport links. Online retailers do not need shops (or not as many shops) in expensive shopping centers or on the high street
   • Provision of click and collect services
     • Businesses have developed websites and computer systems to organise click and collect services (where the customer orders online, then picks up the product a collection point). Businesses need storage and staff to deal with this
   • Creation of new departments
     • Some businesses, including many major retailers who use e-commerce alongside their more traditional services, have created online departments
   • Business oportunities
     • E-commerce has increased business opportunities - in retailing, banking, insurance sales ans accountancy and the manufacture and sales of technology. Markets are now worldwide
   • Delivery options
     • Speed of delivery is important in competetive markets and e-commerce businesses have developed efficient delivery systems, as well as experimenting with new ways of delivering, such as using drones

5. Advantages of e-commerce to businesses

   • Markets have increased as businesses can now sell more easily around the world
   • It is possible to sell 24/7
   • The costs of selling are usually much lower as a result of saving on rental of premises and a reduction in the number of premises and a reducction in the number of workers thst need to be employed
   • Web designers can make businesses appear attractive at little costs

6. Disadvantages of e-commerce to businesses

   • Competition has increased, including greater competition from abroad
   • Delivery systems need to be organised as well as ways of dealing with the increase in goods that are returned
   • E-commerce businesses need to provide a cyber security for themselves and their customers
   • As technology develops so must the e-commerce business, which can add to costs and lead to changes in the operation of the business and the workers it needs

7. Importance to a business of good customer service including after-sales service and contribution of product knowledge and customer engagemnet to good customer service

8. Advantages of e-commerce to customers

   • Online selling has made it easier for customers to compare prices and find the best deals
   • Customers can buy 24/7
   • Choice has increased because customers can buy from sellers around the world

9. Disadvantages of e-commerce to customers

   • it is important and so customers may not be able to ask questions (unless an online chat option is provied)
   • Goods are brough as seen and described on the website and they may not be what is wanted when they arrive. Cuatomers must return they goods, often at their own cost
   • If the computer systems are not secure, customers may be at risk of peesonal data theftand bank fraud
   • Not everyone has access to or can use computer technology