Customer Service Vocabulary 1-4

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Across
  1. 5. dangerous areas (i.e. broken glass on the floor, water on the floor, etc.)
  2. 6. covering everything
  3. 7. keeping something private
  4. 12. doing the same act over and over
  5. 13. speaking quality that shows a similar sound that can be boring to hear
  6. 15. Program that reward customers who often buy products from same store. Ex. Frequent Shopper card.
  7. 16. People employed in an organization or engaged in an organized undertaking such as military service.
  8. 17. anything of value which a business owns; i.e. inventory, building, cash, selling equipment & supplies, etc.
  9. 18. a circumstance or thing; something that causes discomfort, trouble, etc.
  10. 19. An expression or feeling of disapproval or opposition; a reason for disagreeing.
  11. 20. the urge or motive to satisfy a desire or need that makes people buy goods or services.
  12. 26. Act like an adult & professional in front of customers. how to act in uncomfortable situation
  13. 30. concern by a customer with guarding against the real or imagined threat of criticism, injury to one's ego, or exposure of one's shortcomings
  14. 33. Feeling or characterized by great anger. If a customer becomes this way, you should call the manager
  15. 34. what a person likes
  16. 35. not being polite or courteous
  17. 37. scold or criticize someone angrily
  18. 38. to furnish or provide what is needed
  19. 40. First In First Out (such as with inventory)
  20. 41. a service
  21. 42. To feel and partially understand another person feelings; how to deal with an inconvenienced customer
  22. 47. the offering to a customer of a complimentary item or a suggested item to get them to purchase more
  23. 49. someone who visits a store over and over
  24. 50. facts, when talking about a warranty or return policy
  25. 52. a problem someone has
  26. 54. casual
  27. 55. a style for which a person would be dressed up to suit a fancy occasion
  28. 56. not mattering one way or the other
  29. 57. is an agreement in which the seller reserves an item for a consumer until the consumer completes all the payments necessary to pay for that item.
  30. 58. an accident or bad experience
  31. 59. to reduce; make smaller
  32. 60. an amount of money (or goods/services) given to a customer; the term could also refer to pay for working
  33. 61. Buying based on emotions and feelings.
Down
  1. 1. this happens when a customer comes in to a store and wants only a particular brand of merchandise
  2. 2. Staying calm when dealing with rude customers; how to deal with angry customers.
  3. 3. what is likely to happened
  4. 4. a piece of paper that comes with a shipment and which is created by a vendor
  5. 8. explaining what is different between your product and someone else’s
  6. 9. products that are good only for a specified period of time and then spoil
  7. 10. Information that is presented through body language or hand gestures. Example: Wave, smile
  8. 11. being polite
  9. 14. the feelings that a customer has about a store or sales associate and what the sales associate feels about the customer
  10. 21. to include
  11. 22. a product which goes with something that the customer is already buying
  12. 23. a feeling that you do not like what you purchased or were treated
  13. 24. a document of what a customer likes, dislikes, sizes, tastes, contacts that have been made by a sales associate, etc.
  14. 25. change director to get around something
  15. 27. a conclusion a person comes to based on what you heard and saw
  16. 28. what a person thinks about something which may not be based on facts.
  17. 29. items that can be offered to a customer which are similar to what they are requesting when you do not have them in stock.
  18. 31. to indicate or suggest something without really saying it
  19. 32. to feel like you deserve something when you haven’t worked for it
  20. 36. body language or verbal statements made by a customer that confirm the sale to a sales associate
  21. 39. Americans with Disabilities Act; the law written by Congress to protect those with disabilities and which requires business to provide easy access to their business
  22. 43. a mental view of what happened
  23. 44. pressing (forcefully) someone to buy something
  24. 45. a legitimate comment made by a customer who is unsure for a reason of making a purchase
  25. 46. making and item for sale more personable for a customer
  26. 48. a thing that motivates or encourages one to do something
  27. 51. unique
  28. 53. to get rid of something