Customer Service NRF Chapter 2 Vocabulary

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Across
  1. 4. 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.”
  2. 7. ______ listening is a structured form of listening and responding that focuses the attention on the speaker.
  3. 8. advantages or rewards of the product’s features that make a certain product good for the customer.
  4. 9. 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)
  5. 11. the information learned by an employee and used to help customers understand how a product or service will meet their needs. (2 words)
  6. 12. 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.”
  7. 15. the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.
  8. 17. more than just price, it is the measure of the total benefit a customer gets from a product
  9. 18. the ability to understand and share the feelings of another.
  10. 20. If a person has an in-depth understanding of all product features (attributes), he would have _________ product knowledge.
  11. 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)
  12. 23. ______ cues are information that is spoken. Example: Hi, how are you?
Down
  1. 1. Those NEEDS that motivated customers to come to you in the first place. (2 words)
  2. 2. Involve the customers' NEED to be treated with respect and to feel valued, understood, and involved in decisions that affect them. (2 words)
  3. 3. imitation of a situation or process. Ex. Acting out a customer service situation with your peers.
  4. 5. the way a person conducts themselves at work and in other professional settings. (2 words)
  5. 6. Questions that begin with the words who, what, where, when, how, and why. They CANNOT be answered with a simple yes or no. (hyphenated)
  6. 9. Product _____ are physical in nature, including color, size, etc. and appeal to your five senses.
  7. 10. _______ cues are information that is presented through body language or hand gestures. (hyphenated) Example: Wave, smile, nod
  8. 13. If a person has very basic product knowledge, he has _________ knowledge abut that product.
  9. 14. ____ _____ 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. 16. 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)
  11. 19. means to imitate
  12. 21. Questions that tend to evoke one-word answers: yes or no.(hyphenated)