Across
- 3. People think that their skills and knowledge are fixed traits that can not be developed.
- 4. are the advantages that make a certain product or service a good choice for the consumer. They answer the question, “Why?”
- 7. Do not interrupt the customer unless it is necessary to do so.
- 9. Don’t be too familiar and assume an instant friendship
- 10. to avoid thinking about what the customer or you will say next
- 11. Begin with the words Who, What, When, Where, Why, or How. They can’t be answered with a yes or no.
- 12. Are designed to get you a short answer or yes/no answer. Usually begin with Will, Can, May, Are and Do.
- 13. can be touched, tasted, seen, smelled and/or heard.
Down
- 1. is information learned and used to help customers understand how a product or service will meet their needs.
- 2. Means that you are hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
- 5. Maintain eye contact, control facial expressions and do not cross your arms
- 6. People believe that their abilities are developed and can continuously improve through Learning, focus, and determination.
- 8. Don’t ask multiple icebreaker questions or be overly talkative