NRF CUSTOMER SERVICE AND SALES (2021) PART 1|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

active listening the practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words Add-on services available services for specific product purchases that customers can opt for (Payment options, product modifications, or other ways customers can protect their purchases) analytical communication style A communication style in which a person tends to ask a lot of questions and behave methodically. breakaway statements phrases used to smooth the transition between one customer and the next one ( ex- 'Would it be OK if I grab a few items for another customer) Company Brand 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 A company's behavior, attitudes, values, and habits. Cross- selling selling additional products or services to an existing customer- may contribute to a better or more complete experience for the customer demographic data statistical data about the characteristics of a population, such as the age, gender and income of the people within the population follower a shopper who wants to find out what's trendy before making a purchase. often look for established brands. franchise A business established or operated under an authorization to sell or distribute a company's goods or services in a particular area functional communication style refers to the fact a person wants to communicate - wants process, detail, timelines and well thought out plans Information Technology (IT) the computers and other electronic devices used to store, retrieve, transmit and manipulate data (think POS point of sale) Innovator/Trend buyer Have an early adopter mindset and want to be recognized as a trendsetter by others Intuitive communication style Communication style that Wants big picture ideas to determine what is importance and will lose interest in a conversation if there is too much structure Layaway A system where period payments are made on goods and upon final payment, the goods are delivered. loyalty programs specifically designed to retain customers by offering premiums or other incentives to customers who make multiple purchases over time multichannel retailing providing multiple distribution channels for consumers to buy a product omnichannel retailing a multichannel approach to sales that seeks to provide a seamless shopping experience to customers whether they are shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store Point of Sale (POS) A data collection system that electronically receives and stores bar code information derived from sales transactions. Private label products (store brands or in house brands) products developed by national or international manufacture and then sold under another brand name that is available only at that retailer's name QR (quick response) codes Technology that lets any piece of print in the real world host a live link to online information and video content. revolving credit a type of open credit agreement that allows consumers to pay all or part of the outstanding balance on a loan or credit card. SMART goal system Applies to your financial, sales, media, and marketing goals. it can also be used to test your mission statements effectiveness. SPECIFIC MEASURABLE ATTAINABLE REALISTIC TIMELY STAR method A method of answering a behavioral interview question by explaining a situation, task, and action that led to a positive result