Chapter 2 Review

3. always practice _______ listening
7. the highest level of customer service is offering _______ information on products/services
8. a _________ shopper may want more in depth information about what they have come in to purchase
10. having a positive outlook towards feedback is a _______ mindset
11. features answer the question ________
12. a customer who does not really want to talk to other salespeople
15. _______-ended questions can be answered with simple one word answers or a yes or no
18. the base level of customer service is ______ products in store/online
21. when greeting a customer make good ______ contact
22. use the product/service to gain hands on _______
23. _________ service is the help, recommendations, and information that company representatives give
25. ________ about the products/services you sell
26. don't use ____ or jargon in a sell

1. greet a customer within the first ______ seconds of being in the store
2. the advantages that make a product/service a good choice for the customer
4. a customer who wants to talk to the salesperson
5. __________ knowledge is information learned and used to help the customer understand how a product will meet their needs
6. can be touched, tasted, seen, smelled and/or heard
9. benefits answer the question _______
13. a _________ shopper who does not necessarily want help, they just want to browse
14. _________ knowledge is information learned and used to help the customer understand how a service will meet their needs
16. _______-ended questions begin with words like what, when, why, and how
17. beware of your ______ language when listening to customers
19. the mid level of customer service is providing ________ information to answer customer questions
20. having a negative outlooks towards feedback is a _______ mindset
24. attend all ________ on new products/services