CS Chapter 2.0 Know before You Sell Vocabulary Puzzle

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Across
  1. 6. a distinctive attribute or aspect of something. Ex. "safety features like dual air bags"
  2. 7. Questions that begin with the words who, what, where, when, how, and why. They CANNOT be answered with a simple yes or no. (hyphenated)
  3. 9. In a ______ mindset, people believe that their skills and knowledge are fixed traits that cannot be developed. Ex. “I am either good at it or not.”
  4. 11. Those NEEDS that motivated customers to come to you in the first place. (2 words)
  5. 14. In a ______ mindset, people believe that their most basic abilities can continuously improve through learning, focus, and determination. Ex. “I can learn to do anything I want.”
  6. 16. the ability to understand and share the feelings of another.
  7. 18. Questions that tend to evoke one-word answers: yes or no.(hyphenated)
  8. 19. Product _____ are physical in nature, including color, size, etc. and appeal to your five senses.
  9. 22. The act of taking care of the customer's needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer's requirements are met. (2 words)
  10. 24. Involve the customers' NEED to be treated with respect and to feel valued, understood, and involved in decisions that affect them. (2 words)
  11. 25. feeling or opinion about something or someone, formed without conscious thought or on the basis of little evidence, like when you meet someone for the first time.(2 words)
Down
  1. 1. means to imitate
  2. 2. If a person has an in-depth understanding of all product features (attributes), he would have _________ product knowledge.
  3. 3. ______ listening is a structured form of listening and responding that focuses the attention on the speaker.
  4. 4. If a person has very basic product knowledge, he has _________ knowledge abut that product.
  5. 5. the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.
  6. 8. the information learned by an employee and used to help customers understand how a product or service will meet their needs. (2 words)
  7. 10. the way a person conducts themselves at work and in other professional settings. (2 words)
  8. 12. is a customer’s feelings or thoughts about a product or a customer service experience that is shared with the retailer or manufacturer. (2 words)
  9. 13. ____ _____ is a type of communication in which physical behaviors, as opposed to words, are used to express or convey information. Such behavior includes facial expressions, body posture, gestures. (2 words)
  10. 15. advantages or rewards of the product’s features that make a certain product good for the customer.
  11. 17. _______ cues are information that is presented through body language or hand gestures. (hyphenated) Example: Wave, smile, nod
  12. 20. more than just price, it is the measure of the total benefit a customer gets from a product
  13. 21. imitation of a situation or process. Ex. Acting out a customer service situation with your peers.
  14. 23. ______ cues are information that is spoken. Example: Hi, how are you?