Glossary of Customer Service and Sales
Exam Questions and Answers with Verified
Solutions | Latest Updated 2026
Also known as loyalty fraud, this Account takeover
refers to when thieves use stolen
login information to access
customer
retailer accounts.
The practice of hearing and Active listening
understanding what a speaker is
saying out loud and any messages
suggested behind the words.
Available services for specific Add-on services
product purchases that customers
can opt for (e.g., payment options,
product modifications, or other
ways
that customers can protect their
purchases).
Modifications to products that help Alterations
them best meet the needs of
customers (e.g., the tailoring of
clothing items or installing
additional
memory in a laptop).
,A communication style refers to Analytical communication style
the
way a person interacts with others.
Someone who has an analytical
communication style typically
wants
the important data, facts and logic.
Technology that enables Artificial intelligence (AI)
computers
to do things that have traditionally
been done only by humans.
Employment subject to termination At-will employment
by an employer at any time for any
reason, except for an illegal
reason
such as discrimination. An
employee
is also free to leave a job at any
time,
for any reason.
When cyber-criminals either steal Automated fraud
credit card information, or create
programs to test randomly
generated card numbers and CVV
codes until they find a combination
that works; then bots complete
multiple transactions very quickly
using the illicit credit card
information.
, The total of all sales divided by the Average sale
number of transactions.
Conscious or unconscious Body language cues
gestures
and movements that express
intentions. These are a key form of
nonverbal communication.
Companies may reward Bonus
employees
by giving bonuses for great
performance, either the
employee´s
performance, the company´s
performance or both.
An extension of the company Brand promise
brand
that reflects the benefit of doing
business with them-for example,
providing quality customer service.
Phrases used to smooth the Breakaway statements
transition between one customer
and the next one (e.g., 'Would it be
OK if I grab a few items for
another
customer?').
The branch of retail in charge of Buying
selecting and purchasing
merchandise.
Exam Questions and Answers with Verified
Solutions | Latest Updated 2026
Also known as loyalty fraud, this Account takeover
refers to when thieves use stolen
login information to access
customer
retailer accounts.
The practice of hearing and Active listening
understanding what a speaker is
saying out loud and any messages
suggested behind the words.
Available services for specific Add-on services
product purchases that customers
can opt for (e.g., payment options,
product modifications, or other
ways
that customers can protect their
purchases).
Modifications to products that help Alterations
them best meet the needs of
customers (e.g., the tailoring of
clothing items or installing
additional
memory in a laptop).
,A communication style refers to Analytical communication style
the
way a person interacts with others.
Someone who has an analytical
communication style typically
wants
the important data, facts and logic.
Technology that enables Artificial intelligence (AI)
computers
to do things that have traditionally
been done only by humans.
Employment subject to termination At-will employment
by an employer at any time for any
reason, except for an illegal
reason
such as discrimination. An
employee
is also free to leave a job at any
time,
for any reason.
When cyber-criminals either steal Automated fraud
credit card information, or create
programs to test randomly
generated card numbers and CVV
codes until they find a combination
that works; then bots complete
multiple transactions very quickly
using the illicit credit card
information.
, The total of all sales divided by the Average sale
number of transactions.
Conscious or unconscious Body language cues
gestures
and movements that express
intentions. These are a key form of
nonverbal communication.
Companies may reward Bonus
employees
by giving bonuses for great
performance, either the
employee´s
performance, the company´s
performance or both.
An extension of the company Brand promise
brand
that reflects the benefit of doing
business with them-for example,
providing quality customer service.
Phrases used to smooth the Breakaway statements
transition between one customer
and the next one (e.g., 'Would it be
OK if I grab a few items for
another
customer?').
The branch of retail in charge of Buying
selecting and purchasing
merchandise.
