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