Customer Service & Sales

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Across
  1. 6. Buys large quantities of products directly from the manufacturer and then sells smaller amounts to retailers.
  2. 10. Describes a communicator who wants process, detail, timelines and well-thought-out plans.
  3. 11. ________/trend buyers have an early adopter mindset, and want to be recognized as trendsetters by others.
  4. 12. These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.
  5. 14. Specific term for the action a retailer makes to address a service failure, often includes apologizing and proposing solutions.
  6. 15. The SMART in SMART goals stands for Specific, Measurable, Achievable, _______, and Time-Based.
  7. 17. The term for the unique way that company employees act with each other and with customers.
  8. 18. Quantifiable information used to help retailers determine customer behavior (e.g., household size, gender, age, income, education, occupation, place of residence).
  9. 20. Physical goods that are bought and sold, such as food, clothes, and household items.
  10. 22. ___-__ services are for specific product purchases that customers can opt for (e.g., payment options, delivery and installation, or ways that customers can protect their purchases).
  11. 25. These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.
  12. 27. Type of question that cannot reasonably be answered with “yes” or “no."
  13. 28. Intangible (they can’t be physically owned by the customer) transactions, such as lawn mowing, hair care services and personal training.
  14. 29. Describes a communicator who is straight to the point.
  15. 31. A type of add-on service in which the manufacturer promises to repair or replace the item for a specific period of time, if needed.
  16. 33. These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.
  17. 34. Part of effective time management is prioritizing tasks; a code that you would use when setting priorities is: do, _______, and delay.
  18. 35. The majority of retailers (or stores) are ________ owned:
  19. 36. "Would you like that folded or left on the hanger?" is an example of ________ statements, designed to smoothly close a sale.
Down
  1. 1. The term for a retailing approach that places the focus on creating a seamless shopping experience for customers by intergrating mulitple channels.
  2. 2. Holds large quantities of product that are later sent either to retail locations or directly to customers.
  3. 3. ____ _______ cues or nonverbal communication, are concious or unconcious gestures and movements that express feelings or intentions.
  4. 4. Produces finished products, like toys and frozen foods.
  5. 5. People who purchase goods or services from a business.
  6. 7. A popular way for entrepreneurs to start a business.
  7. 8. The collective group of customers that are served by a specific retailer, when considered in total.
  8. 9. Type of company that is owned by an individual or small group of investors, can establish their own company rules, and their stock is not traded on the stock market. Well-known examples include Hobby Lobby, Chick-Fil-A, Ashley Furniture.
  9. 13. _______ programs provide incentives to repeat customers.
  10. 16. Type of mindset that best helps you grow and learn as an employee is called:
  11. 19. _____ ______ can be touched, tasted, seen, smelled and/or heard.
  12. 21. _______ have a more cautious customer mindset and are reluctant to be the first to try new products.
  13. 23. The term for the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services.
  14. 24. Recommending additional products that complement the customer’s purchase.
  15. 26. Describes a communicator who wants to hear about big-picture ideas.
  16. 30. These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
  17. 32. Explaining extra value to address a customer’s need that’s not in the product they are considering.