Across
- 3. Consists of the values, beliefs, and norms a group of people share.
- 6. An individual's or group's feeling or attitudes toward a job, supervisor, or company.
- 8. Our personal requirements.
- 10. An identified result to strive to accomplish.
- 12. An individual evaluation in which individual strengths and weaknesses are identified.
- 13. the process in which information, ideas, and understanding are shared between two or more people.
- 14. __________ contact is allowing our eyes to make visual contact with someones eles's eyes.
- 17. customers with problems, questions, fears, and personalities that require us to work to achieve true communication.
- 19. Voice ___________ is a variation in the pitch, timing or loudness of the voice.
- 20. The number of customers who leave a business in a year's time divided by the number of new customers in the same period.
- 21. The highs and lows of the voice.
Down
- 1. To give someone recognition or special regard.
- 2. Things or experiences that are desired.
- 4. The way which a person sees himself or herself and thinks that others see him or her.
- 5. Customer ____________ is the process of gathering information; building a historical database, and developing an understanding of current, potential customers.
- 7. _____________ check is assessing a situation and determining who should have responsibility and who really does have the responsibility.
- 9. The individual drive that causes us to behave in a particular way.
- 11. The ability to influence other.
- 15. Working together to improve the efficiency of the whole.
- 16. Customer _____________ is the continuous attempt to satisfy and keep current customers actively involved in conducting business.
- 18. The ability to understand what someone is experiencing and to take action to assist in resolving the situation.