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 AND SALESActive listening - Answers -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 - Answers -Conscious or unconscious gestures and movements
that express intentions. These are a key form of nonverbal communication.
Brand promise - Answers -An extension of the company brand that reflects the benefit
of doing business with them (such as providing great customer service)
Company brand - Answers -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 - Answers -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 - Answers -a website that represents a retailer on the Internet; places
where customers can browse and purchase products/services that are offered.
Loyal customer - Answers -A shopper who repeatedly chooses to shop at the same
retailer over others, usually because of positive customer experiences with the retailer
and their products and/ or services.
Loyalty - Answers -The likelihood that a customer will shop at a particular retailer again
and again.
Manufacturer - Answers -Any entity that produces finished products
Motivation - Answers -The reason someone behaves a certain way and that influences
the way consumers make purchase decisions. Motivation can be swayed by both
internal and external signals.
Multichannel retailing - Answers -a retail model that offers customers the opportunity to
interact with multiple options in their ecosystem. These channels are not connected.
Omnichannel retailing - Answers -a retail model that integrates multiple channels of a
retail ecosystem to create a seamless consumer experience through the use of
technology
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