Rise Up Customer Service And Sales Exam Solved #6
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 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 household size, gender, age, income, education,
occupation, place of residence, etc.)
Distribution channel - correct answer A path through which a product travels from its
creation to when it reaches the customer.
Follower - correct answer a shopper who wants to find out what's trendy before making
a purchase. They look for established brands that they have previously purchased and
trust before making a buying decision.
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 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 household size, gender, age, income, education,
occupation, place of residence, etc.)
Distribution channel - correct answer A path through which a product travels from its
creation to when it reaches the customer.
Follower - correct answer a shopper who wants to find out what's trendy before making
a purchase. They look for established brands that they have previously purchased and
trust before making a buying decision.
