Across
- 6. a distinctive attribute or aspect of something. Ex. "safety features like dual air bags"
- 7. Questions that begin with the words who, what, where, when, how, and why. They CANNOT be answered with a simple yes or no. (hyphenated)
- 9. 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.”
- 11. Those NEEDS that motivated customers to come to you in the first place. (2 words)
- 14. 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.”
- 16. the ability to understand and share the feelings of another.
- 18. Questions that tend to evoke one-word answers: yes or no.(hyphenated)
- 19. Product _____ are physical in nature, including color, size, etc. and appeal to your five senses.
- 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)
- 24. Involve the customers' NEED to be treated with respect and to feel valued, understood, and involved in decisions that affect them. (2 words)
- 25. 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)
Down
- 1. means to imitate
- 2. If a person has an in-depth understanding of all product features (attributes), he would have _________ product knowledge.
- 3. ______ listening is a structured form of listening and responding that focuses the attention on the speaker.
- 4. If a person has very basic product knowledge, he has _________ knowledge abut that product.
- 5. the capacity to accept or tolerate delay, trouble, or suffering without getting angry or upset.
- 8. the information learned by an employee and used to help customers understand how a product or service will meet their needs. (2 words)
- 10. the way a person conducts themselves at work and in other professional settings. (2 words)
- 12. 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)
- 13. ____ _____ 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)
- 15. advantages or rewards of the product’s features that make a certain product good for the customer.
- 17. _______ cues are information that is presented through body language or hand gestures. (hyphenated) Example: Wave, smile, nod
- 20. more than just price, it is the measure of the total benefit a customer gets from a product
- 21. imitation of a situation or process. Ex. Acting out a customer service situation with your peers.
- 23. ______ cues are information that is spoken. Example: Hi, how are you?