1.01 & 1.02 Vocab
A method of listening that involves paying attention, displaying proof of listening, and providing feedback to
Active listening
Nonverbal cues such as gestures, facial expressions, posture, or any other form of communicating without words
Body language
An advantage consumers receive from using a product
Benefit
A percentage of the total sale amount paid to the individual or business that makes the sale
Commission
The way a person looks at life
Attitude
The two-way process of sending and receiving information, ideas, feelings, and beliefs
Communication
is a method of exchanging messages ("mail") between people using electronic devices.
The arrangement by which businesses or individuals can purchase now and pay later
Credit
A customer’s expression of dissatisfaction
Complaint
Statements outlining practices the business follows, such as warranties and maintenance contracts
Business policies
A set image or assumption about a person or thing
Stereotype
The image an individual creates with his/her personal appearance and behavior
Personal brand
Evaluative or corrective information given by the customer to the salesperson
Customer feedback
Positive feelings toward a business
Goodwill
The devotion of a client to a particular business
Client loyalty
Communication that involves the use of spoken words
Verbal communication
websites and applications that enable users to create and share content or to participate in social networking.
Social media
The customer’s preference for a business; usually expressed in regular purchases from the business
Customer loyalty
A business’s employees
Personnel
A body of customers upon which an organization can rely for considerable repeat business
Clientele
Communication that involves the use of recorded (written or typed) words
Written communication
is a methodology to understand sales results which helps in understanding the trends of the market over a specific period of time. Sales results are an indicative of the sales patterns followed by the customer over a time period. The time period can be short: average or long.
Sales trends
A measure of how well a business has met its customers’ expectations
Customer satisfaction
A guideline explaining how employees are to act and how they are to deal with customers
Policy
Unannounced telephone calls or visits by a salesperson to prospects about whom little may be known
Cold calls