Chapter 1 Building a Foundation

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Across
  1. 2. Who determines the success or failure of a business
  2. 4. 3% of customers took their business elsewhere because they ______
  3. 5. Genuine, honest, facts, safe products, trustworthy salespeople
  4. 10. guidelines What affects your customer interactions
  5. 12. Must provide customers with a pleasant, _____ greeting
  6. 13. Most successful businesses ______ customer comments
Down
  1. 1. Provide customers with an ____for any delay
  2. 3. First step toward working with a challenging customer
  3. 6. The formula ______ customer value
  4. 7. services You are the giver and receiver of _______
  5. 8. What internal contracts must be
  6. 9. individually treated customers, empathetic salespeople, problems viewed as opportunities
  7. 11. Could take over a _____ positive customer service encounters to overcome one negative one