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Good customer service can be a powerful competitive advantage. This lesson covers the sales process, the importance of customer service, and how businesses use customer feedback to improve.
The sales process is the series of steps a business follows to convert a potential customer into a paying customer. While the specifics vary by industry, the general process follows a common pattern:
graph LR
A[Awareness] --> B[Interest]
B --> C[Desire]
C --> D[Action / Purchase]
D --> E[After-sales service]
E --> F[Repeat custom / Loyalty]
| Stage | Description |
|---|---|
| Awareness | The customer becomes aware of the product through marketing or word of mouth |
| Interest | The customer shows interest and seeks more information |
| Desire | The customer wants the product and considers purchasing |
| Action | The customer makes the purchase |
| After-sales service | Support and service after the purchase (delivery, returns, complaints handling) |
| Repeat custom | Satisfied customers return and may recommend the business to others |
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