When selling a product, it is better to highlight the advantages the product offers the user as opposed to simply the characteristics of the product (size, color, etc). These advantages are called...
What are benefits
100
20% of customers account for 80% of business. What is this phenomenon called?
What is the 80/20 rule?
100
A U.S. census report informs a shoe company that 60% of the population of the town in which the store is located are young married people with 1+ young children. This type of information is called ____________.
What is customer demographics?
100
It shows good customer service to respond to emails withing how many hours?
What are 24 hours?
100
It is unprofessional to use smiley faces or other __________ in business writing
What are emoticons?
200
Since frontline employees interact directly with customers, they communicate customer needs and wants to the rest of the company's ___________ employees.
What are internal employees?
200
In a buyer's market, when multiple companies offer the same service at the same price, this factor most often determines where customers will buy.
What is good customer service?
200
A customer satisfaction survey can be rendered inaccurate if a very _______ percentage of customers respond.
What is small?
200
What word is important to use much more often than "I" in business writing?
What is 'you'?
200
Communicating with customers through online platforms is called _________?
What is social networking?
300
'What did you see on the screen before the computer went black?' is an example of this kind of question.
What is an open-ended question?
300
A satisfied customer might stop buying from a company when prices rise during an economic crisis, but this type of customer will continue doing business with the company.
What is a loyal customer?
300
What does CRM stand for?
What is Customer Relationship Management?
300
Research shows that this addition at the end of a business or sales letter is often the first (and sometimes the only) part of the letter recipients read
What is a Post Script
300
People who fit the description of existing customers but are not customers yet are called this.
What are prospects?
400
If you are selling computers and an older woman who has never owned a computer wants to buy one, it is best to avoid overly _________ language when dealing with her
What is technical?
400
The business of repeat customers accounts for what percent of total sales?
What is 65%?
400
An interview with top customers for the purpose of gathering information about how a product of service can be improved is called a _________.
What is focus group?
400
Many companies use these standard templates for emails or business letters to save time.
What are boilerplate copies?
400
When a customer service representative recommends a product or service that compliments one the customer just purchased, it's called ____________.
What is cross-selling?
500
Verbal accepting the customer's feelings and thoughts is called ___________.
What is empathizing?
500
Offering a discount if the customer increases the quantity of the product she buys is called ___________.
What is upselling?
500
When prices fluctuate based on consumer desire, it's called __________.
What is dynamic pricing?
500
What percent of customers do companies hope will respond to well-written, well-placed advertisements?
What is 1%?
500
An agreement between internal departments of a company that specifies the services expected of each department and the time frame in which they are to be carried out is called a ____________.