Set 1 Flashcards
The practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words
Active listening
Available service for specific product purchases that customers can opt for
Add-on services
Modifications to products that help them best meet the needs of customers
Alterations
A communication style refers to the way a person interacts with others. Someone who has an analytical communication style typically wants the important data, facts and logic.
Analytical communication style
Employment subject to termination by an employer at any time for any reason, except, for an illegal reason such as discrimination. An employee is also free to leave a job at any time, for any reason.
At-will employment
Conscious or unconscious gestures and movements that express intentions. These are a key form of nonverbal communications.
Body Language cues
An extension of the company brand that reflects the benefit of doing business with them-for example, providing quality customer service.
Brand promise
Phrases used to smooth the transition between one customer and the next one
Breakaway statements
The branch of retail in charge of selecting and purchasing merchandise
Buying
The collective group of customers that are served by a specific retailer, when considered in total.
Clientele
Questions that aim to get you a short or yes/no answer.
Closed-ended questions
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
Company brand
The unique way that an organization’s employees interact with each other and with customers.
Company culture
A website that represents a retailer on the internet.
Company website
