Across
- 2. The assistance and advice provided by a business to those people who buy or use its products or services.
- 3. Company rules that are less business-like, friendlier and could be provided ad hoc. e.g. verbal information.
- 6. Service provided when sales staff and customers are physically in the same location.
- 8. People who work for the company and can also include employees in different departments.
- 9. Company rules that are business-like, factual, technical and professional, providing a record e.g. written feedback.
- 10. Service provided by connecting with customers via the internet.
Down
- 1. People who enquire about or purchases a product or service from a business without any direct relationship with the business.
- 4. A hub containing staff whose primary role is to support customers. They may answer phone queries but also use other means such as online chat.
- 5. The skills needed to build and maintain positive relationships.
- 7. The skills needed to convince customers to make a purchase. Skills include good communication, product knowledge and negotiation.