Customer Service and Sales Fundamentals

2. Buying and Selling through the internet via an electronic device.
5. Produces the products.
7. This customer shops for fun, and therefore shopping does not necessarily mean always making a purchase.
9. These stores sell a wide variety of goods including food, alcohol, and medicine.
11. No matter what format it takes, retailing is the method by which consumers acquire products and services.
13. The person who makes quick purchase decisions.
14. A defined customer who has the need, desire, and ability to buy a retailer's products.
16. Buys large quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller unit to retailers.
19. Clubs Wholesalers who sell products in bulk directly to consumers. These clubs typically require a membership.
20. A thing or event that causes a reaction.

1. Quantifiable information about a customer such as household size, income, education, occupation, and place of residence.
3. Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer's price.
4. The presence of a physical storefront and face-to-face customers experiences.
6. A company that operates multiple stores under common ownership, and usually has centralized decision-making.
8. Decision making based on the suggestion or preference of a friend, colleague, or family member.
10. A physical need such as hunger or thirst that drives behavior.
12. Off Price stores that are owned by the manufacturer or retailer.
15. The license granted to another party to market a company's goods or services in a particular territory.
17. This customer usually waits to see what the latest trends will be, and is reluctant to try new products until friends have done so and reported on them.
18. Receives, stores, displays and presents the products to customers.