Across
- 3. how good a product is; how it will hold up through wear and tear
- 5. Matching a practice in which a store promises to match another store's prices for certain products.
- 6. An expression or feeling of disapproval or opposition; a reason for disagreeing.
- 11. the physical building or property
- 12. to act without thinking or without thinking very long
- 13. cues Information that is spoken. Example: Hi, how are you?
- 14. speaking quality that shows a similar sound that can be boring to hear
- 18. the giving of something in return to solve a pervious problem
- 22. Information that is presented through body language or hand gestures. Example: Wave, smile
- 23. Objection Disagreements with the price of products.
- 26. A return to the customer of part of the original payment for some service or merchandise; partial refund. After the purchase, the customer mails the receipt in and will at a later date, receive the refund.
- 27. a possession to keep because it has value or is high priced
- 29. a mental view of what happened
- 31. to not mean something; not done on purpose
- 32. a store which sells directly to customers
- 33. to hold back on feelings and opinions
- 36. products that are good only for a specified period of time and then spoil
- 38. what is likely to happened
- 40. People employed in an organization or engaged in an organized undertaking such as military service.
- 42. A close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well.
- 43. slight difference
Down
- 1. Sympathetic, honest. how to be when you apologize
- 2. a product; something you can touch
- 4. Staying calm when dealing with rude customers; how to deal with angry customers.
- 5. Order a form filled out by someone who wants to order merchandise to be delivered to a store
- 7. Act like an adult & professional in front of customers. how to act in uncomfortable situation
- 8. Record a document of what a customer likes, dislikes, sizes, tastes, contacts that have been made by a sales associate, etc.
- 9. Bitter indignation at having been treated unfairly. Customer may resent an employee who said they looked good but when they got home his/her spouse says “that looks terrible; its too tight. Who told you it looked good.”
- 10. Slip a piece of paper that comes with a shipment and which is created by a vendor
- 15. a person who uses products that are very new and for which most people don’t know about
- 16. customer someone who visits a store over and over
- 17. what a person thinks about something which may not be based on facts.
- 19. market the most likely customers to buy a product or service
- 20. facts, when talking about a warranty or return policy
- 21. immediately
- 23. sensitive a product whose sale depends on the price and price changes
- 24. the standard used to measure the workmanship of one product against a similar product
- 25. the amount/number
- 28. change director to get around something
- 30. what a person likes
- 34. the giving to a sales associate another person’s name who might be interested in making a purchase
- 35. a sales associate who sells a slightly higher item to a customer who originally wanted a lower priced item
- 37. opinion, when talking about how customer looks in dress
- 39. given by a manufacturer to assure the customer that the product being purchase will stand up to normal wear and tear for a given period of time.
- 41. The person that he/she is married too.