Terms
Terms
Terms
Chapter 6 stuff YOU SHOULD KNOW!
Potpourri
100
Every contact you make with a prospect or customer after the first contact (p. 153)
What is Follow up
100
Getting the job done better than your competitors.
What is Competence
100
People who are outgoing and sociable
What is Extroverted.
100
A frequent flyer program is an example of this.
What is a Loyalty Program.
100
February 14th every year
What is Valentines Day
200
The promise of superior quality, dependability, consistency, and accuracy (p. 152)
What is reliability
200
The physical characteristics of a company, including equipment, facilities, employees, and correspondence (p. 152)
What is attractiveness
200
Prohibits advertisers from engaging in unfair and deceptive acts and practices.
What is Truth-in-Advertising Rules
200
Willingness and eagerness of a business to meet customers' specific needs.
What is Responsiveness.
200
8, total for the MOD hint: (2 each week)
What is the number of exams we have during a MOD
300
problem solving approach in which all parties involved feel they’ve reached a successful outcome, meeting or exceeding the needs of all parties.
What is Win-Win Negotiation
300
Strategy where businesses target marketing efforts toward most valuable customers
What is Loyalty Marketing.
300
Process of offering a discount to customers if they increase their order quantity or upgrade their product.
What is Up-selling
300
These are 2 ways a company gets encourages and obtains feedback on their products.
What are focus groups and surveys
300
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What is Customer Service (backwards)
400
A willingness and eagerness to meet customers' specific needs
What is Responsiveness.
400
Groups of people who come together from different departments to accomplish a complex customer service problem.
What are Cross-functional teams
400
Every contact you make with a prospect or customer after the first contact.
What is Follow-up
400
The programs that reward customers for their business and encourage repeat business
What is Loyalty Programs
400
Kola's favorite toy (ESGAR & ANTOINETTE WILL (SHOULD) KNOW THIS)
What is PINK KITTY
500
Actual statements made by real-life customers describing how your product or service helped them (p. 151)
What is Testimonials
500
An agreement that specifies the services expected of each Department and the time frames in which they are to be done.
What is Service Level Agreement.
500
Groups of employees, often in the same department or unit, who work together with little or no supervision to accomplish a particular task
What is a Self-directed customer teams
500
Free-shipping, free coffee and newsletters are examples of this...
What are value-added services.
500
200 (TOTAL) TO FINISH
What is how many extern hours you MUST DO to complete this program.
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