Customer Service Lessons 1-2

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Across
  1. 3. Intangible goods
  2. 6. People who purchase goods or services to customers.
  3. 9. Similar to multichannel retailing in that customers have the opportunity to interact with all the available channels in the retail ecosystem
  4. 13. Produces finished products
  5. 14. Can be touched, tasted, seen, smelled or heard
  6. 17. a customer with this mindset spends a lot of time checking out products and prices through online sites, visiting different stores and looking through ads
  7. 18. The reason someone behaves a certain way influences the way consumers make decisions
  8. 20. It is important for the shopper to be one of the first to purchase the newest trend
  9. 23. The process of selling products and/or services to customers to earn a profit.
  10. 24. Believe that their skills and knowledge are fixed traits that cannot be developed
Down
  1. 1. an interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services
  2. 2. a customer views shopping as a fun occasion, rather than looking for specific merchandise
  3. 4. The help, information and recommendations that company representatives give to people who explore or buy its products and or services
  4. 5. Typically a single store or a small, regional chain
  5. 7. A shopper's mindset allows quick purchase decisions, often for inexpensive items
  6. 8. Physical goods
  7. 10. A business owned by shareholders through publicly traded stock
  8. 11. A license is granted to another entity to retail a company's products or services in a particular area
  9. 12. Typically limited to a single or small number of owner investors
  10. 15. Believe that their abilities are developed and can continuously improve through learning, focus and determination
  11. 16. This customer is loyal to a specific stores based on repeated and valued positive customer experiences with a retailer and their products/services
  12. 19. quantifiable information, such as income, household size, education, age
  13. 21. Offers customers the opportunity to interact with the multiple options in their ecosystem
  14. 22. Buys large quantities of these products directly from the manufacturer