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Rise Up Customer Service and Sales Exam- 29 Q’s and A’s
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Rise Up Customer Service and SalesExam- 29 Q’s and A’s
Active listening - -A structured form of listening and responding that focuses
the attention on the speaker. The listener must take care to attend to the
speaker fully and understand any messages suggested behind the words.
-Body language cues - -Conscious or unconscious gestures and movements
that express intentions. These are a key form of nonverbal communication.
-Brand promise - -An extension of the company brand that reflects the
benefit of doing business with them (such as providing great customer
service)
-Company brand - -The overall impression gathered from information that is
seen, heard and experienced by customers who encounter a business, its
products and its services.
-Company culture - -The unique way that an organization's employees
interact with each other and with customers. The culture defines the
personality of a company and typically includes a variety of elements such as
work environment, company mission, values, ethics, expectations and goals.
-Company website - -a website that represents a retailer on the Internet;
places where customers can browse and purchase products/services that are
offered.
-Comparison Shopper - -A shopper who spends a lot of time checking out
products and prices through online sites, visiting different stores, comparing
retailer ads and/or getting the opinions of others.
-Customer service - -The help, information, and recommendations that
company representatives give to people who explore or buy its products and/
or services.
-Customers - -people who buy goods and services - also known as
consumers
-Demographic data - -Quantifiable information used to help retailers
determine customer behavior (such as household size, gender, age, income,
education, occupation, place of residence, etc.)
-Distribution channel - -A path through which a product travels from its
creation to when it reaches the customer.
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