Ch 3: Selling to a Customer

Selling to a Customer - Chapter Summary

This chapter goes over several concepts that employees need to know in order to effectively sell to customers. The chapter is designed to help managers and employees:

• Define customer personas and study examples
• Learn about Alan Cooper's ideas
• Understand the stages of a customer's journey and the sales funnel
• Interpret the purchase model

These short lessons come with interactive practice quizzes to help employees make sure they take away the most important sales concepts. A final multiple-choice chapter exam can be taken after each lesson.

How It Helps

• Improves sales knowledge: Supervisors and employees need to be aware of the sales process, from the customer's experience to each step of the sales funnel.
• Helps with customer understanding: Sales people should know about the different types of customer personas so they can better sell to them based on each customer's wants and needs.
• Establishes context: Employees can solidify their understanding of these customer and sales concepts by evaluating illustrative examples found in this chapter's lessons.

Skills Covered

After reviewing this chapter's lessons, employees will be able to:

• Recognize several customer personas
• Understand Alan Cooper's work and his thoughts on customer personas
• Identify the key stages of the sales funnel
• Summarize the purchase model and its touch points