QUESTIONNAIRES Flashcards
putting yourself in the other person’s shoes, which allows you to look at a situation from the other person’s point of view and try to understand how the situation affects them.
Empathy
the feeling of pity or sorrow for someone’s misfortune..
Sympathy
when you simply transfer a call to a colleague without alerting that colleague that you are transferring the call. You will not be able to speak to the person you’d like to transfer the call to prior to the hand off.
Cold Transfer
allows you to speak with the person you intend on transferring the call to prior to handing off the call. Warm transfers can also be used for conferencing in additional people on your call.
Warm Transfer
What re the types of orders
- Phone Order
- Mail Order
- Online Order
- Direct Marketing
is a sales technique where a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitablesale
Upsell
is the action or practice ofsellingan additional product or service to an existing customer. In practice, businesses define cross-selling in many different ways
Cross Sell
A product or service offer from either another company or a business partner.
Third Party Offers
- if hold is 10 seconds or less
Soft Hold
- if hold is more than 10 seconds to 1 or 2 minutes.
Hard Hold
What are the 4 Major Cards
- Visa Card
- Master Card
- Discover Card
- American Express Card
True order False. All Card consist of 16 Digits Number
False
is an American company operating a worldwide online payments system that supports online money transfers and serves as an electronic alternative to traditional paper methods like cheques and money orders
Paypal
issued by a financial company which enables the cardholder to borrow funds. The funds may be used as payment for goods and services.
Credit Card
is a payment card that deducts money directly from a consumer’schecking accountto pay for a purchase. Debit cards eliminate the need to carry cash or physical checks to make purchases.
Debit Card
is a document that orders a bank to pay a specific amount of money from a person’s account to the person in whose name the cheque has been issued
Cheque
including telemarketing and television shopping channels, are also used to generate telephone orders. Started gaining significant market share in developed countries in the 2000s.
Direct Marketing
is a technology that allows a computer to interact with humans through the use of voice and tones input via a keypad.
Interactive Voice Response(IVR)
a form of delivery – has eclipsed phone-ordering, and, in several sectors – such as books and music – all other forms of buying. There is increasing competitor pressure to deliver consumer goods – especially those offered online – in a more timely fashion
Online Order
is also called “offline” payment method. When customer makes an orderand chooses such a payment option (e.g.phone order, bank transfer, etc), they are not charged automatically and the money transfer is postponed
Phone Order.
is repeating information back to the customer letter by letter or number by number in order to ensure accuracy.
key Spelling
