Across
- 3. This is not what you say but how you say it
- 5. This are things that you can relate to the customer with and perhaps break the ice, such as weather or football team
- 9. You need to know this about your customer when discussing car seats, bases and choice of pushchair, as you need to know about space and suitability
- 11. These are things that can prevent you from effectivley listening to your customer, you need to avoid them and stay focused
- 14. This is a skill in which you listen to the words and their meaning
Down
- 1. This is something you should have when talking to customers and demonstrating a product to them (Hint . . . don't be nervous)
- 2. This is a form of body language, you can subtly mimic this and match your customers
- 4. You should avoid asking these to your customer
- 6. The only 'question' word that doesn't begin with a 'W'
- 7. This is almost like a relationship that you build with your customer
- 8. This is where you subtly mimic your customers behaviour
- 10. This is a skill in which you check your understanding of what the customer has told you
- 12. You need to ask these to extract rich information and effectivley understand your customers needs
- 13. Once you know this you can recommend the right product to them in terms of their price range
- 15. You need to know this in order to recommend a product that is suitable for their daily life . . This is how the customer lives