NRF CUSTOMER SERVICE AND SALES - CHAPTER 4 PERFORMING YOUR BEST|UPDATED&VERIFIED|100% SOLVED|DOWNLOAD TO PASS

Body language cues conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery an action the retailer provides to address a service failure. The Four-step Service Recovery Process 1. Keep your composure, 2. Apologize and thank the customer, 3. Listen carefully and investigate the situation, 4. Propose solution options 8% Amount of retail sales resulting in a return or exchange. clientele The collective group of customers that are served by that retailer. referral the term for when a person recommends a store or salesperson based on their positive experiences. employability attributes skills that employers look for in potential employees skill the ability to do something well attitude a way of thinking or feeling about something that is usually reflected in behavior integrity being honest and accountable Initiative Doing your best work dependability and reliability displaying responsible behaviors at work Adaptability being open to change self-control ability to maintain composure Respect for Diversity appreciate differences communication being clear, concise, and kind positive attitude being optimistic teamwork being a great coworker foundational knowledge reading, writing, math, computer skills/technology, problem solving, critical thinking, time management/planning/organization, decision-making, customer focus, business fundamentals communication the exchange of information effective communication requires you to meet them where they are, rather than where you'd like the conversation to be. Four Verbal Communication Styles analytical, intuitive, functional, personal analytical communicators that are straight to the point and come across as impatient. intuitive wants big-picture ideas to determine what is important and will lose interest in the conversation if there is too much structure or a deep dive into product features. functional these individuals want process, detail, timelines and well-thought-out plans. Conversations take time. personal value connecting with people, relationships and emotional language. voice communication conducted over the phone is dependent on one particular nonverbal aspect tone your ability to express emotion intensity the projected strength of the emotion which reflects your level of concern inflection the words and syllables you choose to emphasize pitch how high or deep your voice sounds rate the pace at which you are speaking volume how loudly or softly you are saying your words. match your level of intensity with customer's level of intensity teamwork the combined action of a group of people, especially when effective and efficient. accountable you're expected to be responsible for your actions or decisions. total transactions the number of transactions processed