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RISE UP CUSTOMER SERVICE AND SALES
EXAM 2025 | COMPREHENSIVE Q&A FOR
GUARANTEED SUCCESS
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.
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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.
Manufacturer - correct-answer-Any entity that produces finished products
Motivation - correct-answer-The reason someone behaves a certain way and that
influences the way consumers make purchase decisions. Motivation can be
swayed by both internal and external signals.
RISE UP CUSTOMER SERVICE AND SALES
EXAM 2025 | COMPREHENSIVE Q&A FOR
GUARANTEED SUCCESS
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.
, 2|Page
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.
Manufacturer - correct-answer-Any entity that produces finished products
Motivation - correct-answer-The reason someone behaves a certain way and that
influences the way consumers make purchase decisions. Motivation can be
swayed by both internal and external signals.
