ABSTRACT
The final chapter will explore the impact of social media and virtual selling environments on sales activities and processes. Sophisticated digital platforms are driving more purchases online and this is impacting the sales process creating the need for multi-channel communications and hybrid sales environments. Research is developing around how the sales team can build relationships with their customers through salesforce automated systems (SFA), the use of AI and managing customer interactions through social media. Therefore, this chapter will build on these themes and explore how the sales team can move to virtual selling environments by using such technology as VR and AI, social media and chatbots, sales platforms and remote selling, but still develop their customer's trust and deliver value.
