Relationship Care

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Across
  1. 3. Customer focused sales
  2. 4. One of the key drivers used to positively impact metrics by demonstrating a willingness to help, making the customer feel valued, and communicating effectively.
  3. 7. What the product, service or solution will do for the customer.
  4. 8. Information relayed to the customer about benefits, services, or promotions.
  5. 9. The biggest roadblock when delivering a difficult message.
  6. 10. Any feature the customer sees as beneficial to them.
Down
  1. 1. One of the key drivers used to positively impact metrics by answering questions knowledgeably and confidently, with clear, concise explanations, and achieving FCR.
  2. 2. Any piece of information that is not relevant to the customer's inquiry.
  3. 5. One of the key drivers used to positively impact metrics by tailoring the conversation to be relevant to the merchant, and explaining how they can maximize their Amex relationship.
  4. 6. A communication technique used to help transition naturally into recommending relevant and valuable messages/offers.