Exam (elaborations)
Rise Up Customer Service and Sales
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Rise Up Customer Service and Sales
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RISE UP CUSTOMER SERVICE ANDSALES 100% SOLVED QUESTIONS AND
ANSWERS
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.
Follower - a shopper who wants to find out what's trendy before making a purchase. They look for
established brands that they have previously purchased and trust before making a buying decision.
Franchise - A license granted to another entity to retail a company's products or services in a particular
order.
Impulse buyer - A customer who makes quick purchase decisions, often for inexpensive items that do not
have a high importance to the buyer.
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