Chapter 5 Listening to the Customer

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Across
  1. 4. Means by which the brain gains, stores, and recalls information
  2. 7. Active, learned process consisting of four phases
  3. 8. Mental process that occurs when encountering previously experienced information, patterns, people, events, processes, images, or objects that are stored in memory
  4. 9. Reason given by customers for not wanting to purchase a product or service during an interaction with a salesperson or service provider
  5. 11. Service provider projection made about underlying customer message meanings based on past experiences
  6. 12. Phase of the listening process in which a listener focuses attention on a specific sound or message being received from a person or the environment
Down
  1. 1. Phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain as a memory
  2. 2. The difference in the rate at which the human brain can receive and process information and at which most adults speak
  3. 3. passive physiological means of gathering sound waves and transmitting them to the brain for analysis
  4. 5. Sending back verbal and nonverbal messages to a message originator
  5. 6. Ensuring the verbal messages sent match or are in agreement with the non verbal cues used
  6. 10. Belief or opinion that a person has about an individual or group