Customer Service: Chapter 1

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Across
  1. 3. attitudes and expectations about the shopping experience
  2. 5. are specialized barcodes that contain product or store information
  3. 7. the unique way that an organization’s employees interact with each other and with customers
  4. 8. data “quantifiable information” such as household size, resident ages, income, education, occupation and place of residence that helps retailers determine customer behavior
  5. 11. the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business and its products and services
  6. 13. buys large quantities of products from the manufacturer and then sells smaller amounts to retailers
  7. 16. the process of selling products or services to customers to earn a profit.
  8. 18. the reason a person behave a certain way
  9. 19. an influencer who has established credibility in a specific industry or content area, has access to a huge audience through their follower network and can persuade others to act based on their recommendations
  10. 20. are associated with specific merchandise and may be offered at multiple retailers.
  11. 21. Ecosystem is an interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want
  12. 22. produces finished products, such as toys or frozen foods
Down
  1. 1. retailing that similar to multichanneling retailing but integrates the channels to create a seamless customer experience through the use of technology
  2. 2. allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier
  3. 4. uses technology to electronically display digital images, video, web pages and text
  4. 6. is defined as a business or person that sells products and/or services to customers
  5. 9. retailing that offers customers the opportunity to interact with the multiple options in their ecosystem
  6. 10. “shoppers”, are people who purchase goods or services from a business
  7. 12. are intangible and can’t be physically owned by a customer
  8. 14. also called merchandise, are physical goods that are bought and sold
  9. 15. an extension of the company brand, a benefit of doing business with them
  10. 17. the help, information and recommendations that company representatives give to people who explore or buy its products and/or services