RISE UP CUSTOMER SERVICE AND SALES

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RISE UP CUSTOMER SERVICE AND SALES

ACTUAL EXAM

WITH CORRECT SOLUTIONS.

Active listening - correct answer- A structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully and understand any messages suggested behind the words.

Body language cues - correct answer- Conscious or unconscious gestures and movements that express intentions.These are a key form of nonverbal communication.

Brand promise - correct answer- An extension of the company brand that reflects the benefit of doing business with them (such as providing great customer service)

Company brand - correct answer- The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.

Company culture - correct answer- The unique way that an organization's employees interact with each other and with 1 / 2

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customers. The culture defines the personality of a company and typically includes a variety of elements such as work environment, company mission, values, ethics, expectations and goals.

Company website - correct answer- a website that represents a retailer on the Internet; places where customers can browse and purchase products/services that are offered.

Comparison Shopper - correct answer- A shopper who spends a lot of time checking out products and prices through online sites, visiting different stores, comparing retailer ads and/or getting the opinions of others.

Customer service - correct answer- The help, information, and recommendations that company representatives give to people who explore or buy its products and/ or services.

Customers - correct answer- people who buy goods and services - also known as consumers

Demographic data - correct answer- Quantifiable information used to help retailers determine customer behavior (such as

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