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Ch. 13.2 - Vocabulary
Test Description: After the Sale
Instructions: Answer all questions to get your test result.
1) Way in which a business provides services before, during, and after a purchase.
A
online support
B
excuse
C
service approach
D
customer service
2) Attitude of a business and employees that customer satisfaction always comes first.
A
customer-service mindset
B
customer support team
C
online support
D
customer service
3) Exchange of payment and product.
A
overselling
B
close
C
sales process
D
transaction
4) Employees who assist customers, take orders, and answer questions that come into the company via phone or website
A
customer support team
B
telemarketing
C
online support
D
customer service
5) Information and resources available to customers through the Internet.
A
apporach
B
customer service
C
online support
D
frequently asked questions (FAQ) page
6) Part of a website that gives detailed answers to questions or issues that show up most often.
A
frequently asked questions (FAQ) page
B
online support
C
transaction
D
customer service
7) Moment when a customer agrees to buy a product.
A
excuses
B
personal selling
C
objections
D
close
8) Verbal or nonverbal signs that a customer is ready to purchase.
A
objections
B
excuses
C
sales approach
D
buying signals
9) Promising more than the product or the business can deliver.
A
overselling
B
suggestion selling
C
close
D
buying signals
10) Sales technique of suggesting additional items to go with merchandise requested by a customer.
A
overselling
B
buying signals
C
close
D
suggestion selling
*select an answer for all questions
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