Ch. 13.2 - Vocabulary Question Preview (ID: 46406)


After The Sale. TEACHERS: click here for quick copy question ID numbers.

Way in which a business provides services before, during, and after a purchase.
a) customer service
b) online support
c) service approach
d) excuse

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

Exchange of payment and product.
a) transaction
b) close
c) sales process
d) overselling

Employees who assist customers, take orders, and answer questions that come into the company via phone or website
a) customer support team
b) customer service
c) online support
d) telemarketing

Information and resources available to customers through the Internet.
a) online support
b) customer service
c) frequently asked questions (FAQ) page
d) apporach

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) customer service
d) transaction

Moment when a customer agrees to buy a product.
a) close
b) personal selling
c) objections
d) excuses

Verbal or nonverbal signs that a customer is ready to purchase.
a) buying signals
b) sales approach
c) excuses
d) objections

Promising more than the product or the business can deliver.
a) overselling
b) buying signals
c) close
d) suggestion selling

Sales technique of suggesting additional items to go with merchandise requested by a customer.
a) suggestion selling
b) close
c) buying signals
d) overselling

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