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Rise Up! Customer Service & Sales And Marketing Terminologies: Qs And As
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Rise Up! Customer Service & Sales And Marketing Terminologies: Qs And As
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Rise Up! Customer Service & Sales And MarketingTerminologies: Qs And As
Active listening Right Ans - The practice of hearing and understanding
what a speaker is saying out loud and any messages suggested behind the
words.
Add-on services Right Ans - Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their purchases).
Alterations Right Ans - Modifications to products that help them best meet
the needs of customers (e.g., the tailoring of clothing items or installing
additional memory in a laptop).
Analytical communication style Right Ans - A communication style refers to
the way a person interacts with others. Someone who has an analytical
communication style typically wants the important data, facts and logic.
At-will employment Right Ans - Employment subject to termination by an
employer at any time for any reason, except for an illegal reason such as
discrimination. An employee is also free to leave a job at any time, for any
reason.
Body language cues Right Ans - Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise Right Ans - An extension of the company brand that reflects
the benefit of doing business with them—for example, providing quality
customer service.
Breakaway statements Right Ans - Phrases used to smooth the transition
between one customer and the next one (e.g., "Would it be OK if I grab a few
items for another customer?").
Buying Right Ans - The branch of retail in charge of selecting and
purchasing merchandise.
, Clientele Right Ans - The collective group of customers that are served by a
specific retailer, when considered in total.
Closed-ended questions Right Ans - Questions that aim to get you a short or
yes/no answer. These are useful to limit the scope of a conversation, to
confirm a specific response, or to close the sale. Closed- ended questions often
begin with words such as: will, can, may, are and do.
Company brand Right Ans - 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 Right Ans - 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, value, ethics, expectations and
goals. A company's culture can provide additional expectations for employees
to deliver on the company's brand promises.
Company website Right Ans - A website that represents a retailer on the
Internet. Retailer websites typically provide customers with a way to browse
and purchase products and services that the company offers along with
information about store locations and hours, career opportunities and general
information about the company.
Comparison shopper Right Ans - 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 either personally
or through social media.
Corporation Right Ans - A business that has shareholders through publicly
traded stock, and usually has a centralized decision-making for its multiple
store locations. Corporate-owned retailers include large chains such as
Walmart, Kroger and Target.
Credit Right Ans - In finance, this refers to an agreement between a
consumer and a financial institution that allows the consumer to obtain
products and services without payment, but with the promise of paying back
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