Rise Up Customer Service Vocab
Active listening—ANSWER--The practice of hearing and understanding
what a speaker is saying out loud and any messages suggested behind the
words.
Add-on services—ANSWER--Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their purchases).
Alterations—ANSWER--Modifications to products that help them best meet
the needs of customers (e.g., the tailoring of clothing items or installing
additional memory in a laptop).
Analytical communication style—ANSWER--A communication style refers
to the way a person interacts with others. Someone who has an analytical
communication style typically wants the important data, facts and logic.
At-will employment—ANSWER--Employment subject to termination 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.
Body language cues—ANSWER--Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise—ANSWER--An extension of the company brand that
reflects the benefit of doing business with them—for example, providing
quality customer service.
Breakaway statements—ANSWER--Phrases used to smooth the transition
between one customer and the next one (e.g., "Would it be OK if I grab a
few items for another customer?").
Buying—ANSWER--The branch of retail in charge of selecting and
purchasing merchandise.
Clientele—ANSWER--The collective group of customers that are served by
a specific retailer, when considered in total.
Closed-ended questions—ANSWER--Questions that aim to get you a short
or yes/no answer. These are useful to limit the scope of a conversation, to
confirm a specific response, or to close the sale. Closed- ended questions
often begin with words such as: will, can, may, are and do.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
, Company brand—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—ANSWER--The unique way that an organization's
employees interact with each other and with customers. The culture
defines the personality of a company, and typically includes a variety of
elements, such as work environment, company mission, value, ethics,
expectations and goals. A company's culture can provide additional
expectations for employees to deliver on the company's brand promises.
Company website—ANSWER--A website that represents a retailer on the
Internet. Retailer websites typically provide customers with a way to
browse and purchase products and services that the company offers along
with information about store locations and hours, career opportunities and
general information about the company.
Comparison shopper—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 either
personally or through social media.
Active listening—ANSWER--The practice of hearing and understanding
what a speaker is saying out loud and any messages suggested behind the
words.
Add-on services—ANSWER--Available services for specific product
purchases that customers can opt for (e.g., payment options, product
modifications, or other ways that customers can protect their purchases).
Alterations—ANSWER--Modifications to products that help them best meet
the needs of customers (e.g., the tailoring of clothing items or installing
additional memory in a laptop).
Analytical communication style—ANSWER--A communication style refers
to the way a person interacts with others. Someone who has an analytical
communication style typically wants the important data, facts and logic.
At-will employment—ANSWER--Employment subject to termination 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.
Body language cues—ANSWER--Conscious or unconscious gestures and
movements that express intentions. These are a key form of nonverbal
communication.
Brand promise—ANSWER--An extension of the company brand that
reflects the benefit of doing business with them—for example, providing
quality customer service.
Breakaway statements—ANSWER--Phrases used to smooth the transition
between one customer and the next one (e.g., "Would it be OK if I grab a
few items for another customer?").
Buying—ANSWER--The branch of retail in charge of selecting and
purchasing merchandise.
Clientele—ANSWER--The collective group of customers that are served by
a specific retailer, when considered in total.
Closed-ended questions—ANSWER--Questions that aim to get you a short
or yes/no answer. These are useful to limit the scope of a conversation, to
confirm a specific response, or to close the sale. Closed- ended questions
often begin with words such as: will, can, may, are and do.
© 2026 Copyright. All Rights Reserved. This document is
protected by copyright law, Copyrighted By Brittie Donald
, Company brand—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—ANSWER--The unique way that an organization's
employees interact with each other and with customers. The culture
defines the personality of a company, and typically includes a variety of
elements, such as work environment, company mission, value, ethics,
expectations and goals. A company's culture can provide additional
expectations for employees to deliver on the company's brand promises.
Company website—ANSWER--A website that represents a retailer on the
Internet. Retailer websites typically provide customers with a way to
browse and purchase products and services that the company offers along
with information about store locations and hours, career opportunities and
general information about the company.
Comparison shopper—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 either
personally or through social media.
