Rise Up Unit 2 Vocabulary List

Front

Company Brand

Back

The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.

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Brand Promise

Back

An extension of the company brand that reflects the benefit of doing business with them (such as providing great customer service).

Front

Company Culture

Back

The unique way that an organization's employees interact with each other and with customers. It defines the personality of a company and typically includes elements such as work environment, company mission, values, ethics, expectations and goals.

Front

Open-ended Questions

Back

Questions that cannot be answered with yes or no, used to get customers to provide details about what they want or need. They begin with who, what, when, where, why, and how.

Front

Closed-ended Questions

Back

Questions that aim to get a short or yes/no answer, useful to limit conversation, confirm a response, or close a sale. They often begin with will, can, may, are, and do.

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Product Features

Back

The specific characteristics of a product, answering the question 'What?'.

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Product or Service Benefits

Back

The advantages that make a product or service a good choice for the consumer, answering the question 'Why?'.

Front

Private-label Products

Back

Products developed by national or international manufacturers and sold under another brand, also called store brands or in-house brands.

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Cross-selling

Back

The practice of recommending additional products that complement a customer's purchase.

Front

Upselling

Back

The act of directing the customer's attention to other products that may better match their need, even if they are more expensive.