Entrepreneurship and Small Business (ESB) V2 Certification Practice Exam

What is meant by the approach in the sales process?

1. Addressing customer concerns

2. Making first contact with the customer

3. Following up for referrals

4. Researching the market

The correct answer is: Making first contact with the customer

The approach in the sales process refers specifically to making first contact with the customer. This is a critical step where the salesperson initiates interaction, sets the tone of the conversation, and begins to build a rapport with the potential customer. It is during this initial approach that the salesperson can gauge the customer’s interest and needs, establish trust, and lay the groundwork for a productive sales conversation. During the approach, the salesperson typically utilizes strategies to engage the customer effectively, whether through direct outreach, networking events, or referrals. Establishing a strong first impression is key during this phase, as it can influence the customer's willingness to continue the conversation and consider the product or service being offered. In contrast, addressing customer concerns typically occurs later in the sales process once engagement is established, following up for referrals comes after a sale has been made, and researching the market is an essential preparatory activity that informs the salesperson but is not part of the direct sales approach.