NRF Customer Service and Sales (2022/2023) Part 1

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NRF Customer Service and Sales (2022/2023) Part 1 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 Universal Product Code (UPC) ✔✔bar code printed on a label that has information about the item to which it is attached (description, price, tax status, discounts, promotions, etc.) Upselling ✔✔The act of highlighting or revealing an extra value of a product or directing the customer's attention to other products that may better satisfy their need, even when they may be more expensive Visual Merchandising ✔✔the presentation of a store and its merchandise in ways that will attract the attention of potential customers Warranty ✔✔A type of add on service in which the manufacturer promises to repair or replace the item for a specific period of time wholesaler ✔✔A type of business that buys goods in large amounts and resells them to other businesses in smaller lots. Worth ✔✔the satisfaction the customer feels after obtaining/experiencing the benefits from the promised product or service [Show More]

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