Exam (elaborations)
Rise Up Customer Service And Sales: Questions & Verified Solutions
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Rise Up Customer Service And Sales: Questions & Verified Solutions
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Rise Up Customer Service And Sales: Questions &Verified Solutions
Active listening Right Ans - 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 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 (such as providing great customer
service)
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, values, ethics, expectations and
goals.
Company website Right Ans - a website that represents a retailer on the
Internet; places where customers can browse and purchase products/services
that are offered.
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.
Customer service Right Ans - The help, information, and recommendations
that company representatives give to people who explore or buy its products
and/ or services.
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