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Customer Service Skills
Vocabulary
"The STAR"
Marketing Concept
Success of a Business
100
When you make eye contact, smile and greet a customer.
What is ENGAGING
100
The process of delivering customer experiences and loyalty.
What is Customer Service
100
The method to organize customer service
What is providing a good SERVICE
100
Hidden Needs
When CUSTOMERS HIDES THEIR WANTS & NEEDS
100
The amount of product being sold per transaction
What are UPT's?
200
The act of being a good listener.
What is ATTENTIVENESS
200
When customers hint about what they want.
What is Hidden Needs
200
Creating a win-win situation.
What is SATISFACTION
200
A product defined by the DC that can not be put on HOLD and can not be returned.
What is a Final Sale Tag?
200
A smile, head nodding, avoiding eye contact or crossed arms.
What is body language?
300
Try to feel what the customer feels.
What is EMPATHY/SYMPATHY
300
Concerns that keep the customer guarded.
What are Barriers
300
Creating a customer profile.
What is TARGET MARKET
300
Customers barriers
What are the Concerns that keep customers GUARDED.
300
How much money the business will make.
What is PROFIT
400
Listen, Acknowledge the customer, ask questions,
What is COMMUNICATON?
400
The customer know exactly what they want.
What is Explicit Needs
400
Focuses on personnel's hiring skills.
What is APTITUDE
400
Customer Service
What is CUSTOMER SATISFACTION
400
When a product is sold during a certain season.
What is TIMING
500
Don't be rude, use negative gestures to the customer.
What is POSITIVE LANGUAGE
500
The focus of the business of needs and wants.
What is Marketing Concept
500
Focuses on providing a service such as social media or via internet.
What is RESOURCES
500
Marketing Concept
When a business focuses on the WANTS and NEEDS of customers.
500
People who work for you.
Who are EMPLOYEES