Chapter 1
Physical goods that are bought and sold
Products
These can be touched, seen, smelled, tasted, etc.
Product features
A benefit of a coat that is black.
It can be worn with anything
Nonverbal communication, gestures or movements that express feelings or intentions (rolling your eyes, crossing your arms, etc.)
Body language
People in your life who can help you in your career development
Network
The process of selling products and/or services to customers to earn a profit
Retail
The advantages that make a certain product's features a good choice
Benefits
Something you should never ask a customer
"Why do you want....?"
"How much do you want to spend?"
An action the retailer takes when there is a service failure
Service recovery
A sales pitch that can be delivered in about 30 seconds, explains who you are, what you do, etc.
Elevator Pitch
The 1st link in the Distribution Channel
Manufacturer
The type of questions that will get the most information when gathering information from a customer
Open-ended
Offering batteries or memory card when a customer buys a camera is an example of this
Cross-Selling
The 1st step in the Four-Step Service Recovery Process
Keep your composure, stay calm
A question you may be asked in an interview
"Tell me about yourself.", "Why did you leave your last job?", "Where do you see yourself in 3 years?"
Delivering a positive, memorable experience that is more than what the customer expected
Quality customer service
The best type of listening
Active listening
The name for offering a more expensive product based on the customer's needs
Upselling
The type of goal that begins with "Specific"
SMART goal
The best form of communication you should use to write a "thank-you" note after an interview
The Five-Stage Decision-Making Process
Need recognition, information search, evaluation of alternatives, purchase, post-purchase evaluation
The best way to show that you have understood a customer
Restate and summarize their needs
A program that provides incentives to repeat, loyal customers. Example: Apps such as Dunkin Donuts, McDonalds
Loyalty Program
The 4 steps of solving problems effectively
Define the problem, Identify solutions, Choose a solution, Take action
The name of one of my dogs
Pickles, Abe, Frankie, Rosie