Customer Service Ch 7

12345678
Across
  1. 5. this is what a manager has to do at a cash register to cancel an incorrect entry
  2. 6. When a manager matches recorded sales with payments collected.
  3. 7. When doing market research, an analysis of the _________, or "typical" customer is used
  4. 8. When a restaurant responds to a customer complaint in order to satisfy the customer, this is known as _________ recovery.
Down
  1. 1. This kind of shopper is undercover and working for the owner to give feedback about their experiences
  2. 2. Also known as a :return incentive," to encourage customers to come back soon
  3. 3. You will have a "cash _______" if there isn't enough money in the till to reconcile with the sales.
  4. 4. A server should always be very discrete when a customer's credit card is refused or "__________."