RISE Up: Customer Service & Sales (All
terms)
Active listening—ANSWER--Focusing fully on a speaker, paying attention to
words, tone, and body language to really understand their message.
Body language—ANSWER--Facial expressions, posture, and gestures that
communicate how someone feels without using words.
Nonverbal communication—ANSWER--All the ways people communicate
without speaking, such as body language, eye contact, and personal
space.
Verbal communication—ANSWER--Using spoken words and tone of voice
to share information or feelings.
Communication style—ANSWER--A person's typical way of sharing and
receiving information, including how direct, detailed, or emotional they are.
Analytical communication style—ANSWER--A style that focuses on facts,
data, and logic and often includes many questions before deciding.
, Functional communication style—ANSWER--A style that likes clear
processes, detailed steps, and organized plans when communicating.
Intuitive communication style—ANSWER--A style that prefers big-picture
ideas and may lose interest if there are too many details or steps.
Open-ended questions—ANSWER--Questions that cannot be answered
with just "yes" or "no" and encourage customers to explain their needs.
Closed-ended questions—ANSWER--Questions that usually get a short or
yes/no answer and help confirm details or finish a sale.
Probing questions—ANSWER--Follow-up questions used to dig deeper into
a customer's needs, interests, or concerns.
Clarifying questions—ANSWER--Questions used to check understanding
or clear up confusion about what a customer has said.
Paraphrasing—ANSWER--Restating a customer's message in your own
words to confirm you understood correctly.
Empathy—ANSWER--The ability to understand and care about how another
person feels, and to respond in a supportive way.
Rapport—ANSWER--A positive, comfortable connection with a customer
that builds trust and makes conversations easier.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
terms)
Active listening—ANSWER--Focusing fully on a speaker, paying attention to
words, tone, and body language to really understand their message.
Body language—ANSWER--Facial expressions, posture, and gestures that
communicate how someone feels without using words.
Nonverbal communication—ANSWER--All the ways people communicate
without speaking, such as body language, eye contact, and personal
space.
Verbal communication—ANSWER--Using spoken words and tone of voice
to share information or feelings.
Communication style—ANSWER--A person's typical way of sharing and
receiving information, including how direct, detailed, or emotional they are.
Analytical communication style—ANSWER--A style that focuses on facts,
data, and logic and often includes many questions before deciding.
, Functional communication style—ANSWER--A style that likes clear
processes, detailed steps, and organized plans when communicating.
Intuitive communication style—ANSWER--A style that prefers big-picture
ideas and may lose interest if there are too many details or steps.
Open-ended questions—ANSWER--Questions that cannot be answered
with just "yes" or "no" and encourage customers to explain their needs.
Closed-ended questions—ANSWER--Questions that usually get a short or
yes/no answer and help confirm details or finish a sale.
Probing questions—ANSWER--Follow-up questions used to dig deeper into
a customer's needs, interests, or concerns.
Clarifying questions—ANSWER--Questions used to check understanding
or clear up confusion about what a customer has said.
Paraphrasing—ANSWER--Restating a customer's message in your own
words to confirm you understood correctly.
Empathy—ANSWER--The ability to understand and care about how another
person feels, and to respond in a supportive way.
Rapport—ANSWER--A positive, comfortable connection with a customer
that builds trust and makes conversations easier.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
