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DECA- Customer Service Vocabulary

Total questions: 31

Worksheet time: 16mins

Name
Class
Date
1.

MEETING or GREETING a customer

a)

Brand

b)

Coupon

c)

Approach

2.

Communication by the movement or position of a PERSON'S BODY

a)

Approach

b)

Body Language

c)

Customer Benefit

3.

A NAME, DESIGN, or SYMBOL that identifies the products of a company or a group of companies

a)

Brand

b)

Display

c)

Invoice

4.

A PAID WORKER

a)

Employer

b)

Employee

c)

Coupon

5.

A PIECE of PAPER that gives a DISCOUNT

a)

Invoice

b)

Brand

c)

Coupon

6.

A DEVICE used to read the UPC on a product label

a)

Scanner

b)

Till

c)

Unit Price

7.

The CASH DRAWER of the cash register

a)

Subtotal

b)

Till

c)

Scanner

8.

The person or company who PAYS PEOPLE TO WORK

a)

Employee

b)

Exchange

c)

Employer

9.

The REASONS a customer buys a product

a)

Buying Signals

b)

Buying Motives

c)

Customer Benefit

10.

The VISUAL and ARTISTIC aspects of presenting a product to a target group of customers

a)

Display

b)

Marketing

c)

Communication

11.

Obtaining a customer's POSITIVE AGREEMENT TO BUY

a)

Buying Signals

b)

Closing the Sale

c)

Product Feature

12.

Things a customer may SAY or DO to indicate a readiness to buys

a)

Markup

b)

Buying Motives

c)

Buying Signals

13.

The process of EXCHANGING information, ideas, and feelings

a)

Communication

b)

Marketing

c)

Objection

14.

Merchandise BROUGHT BACK and REPLACED by other merchandise

a)

Job Interview

b)

Sales Check

c)

Exchange

15.

A MEETING which a person who wants a job talks to the employer about being hired

a)

Laymen's Terms

b)

Job Interview

c)

Objection

16.

The concern, hesitation or doubt a customer has for not making a purchase.

a)

Buying Signals

b)

Objection

c)

Markdown

17.

Form used to record a sales transaction

a)

Verification Form

b)

Till

c)

Sales Check

18.

Selling additional goods to a customer

a)

Suggested Selling

b)

Closing the Sale

c)

Laymen's Terms

19.

The difference between the cost and the selling price of an item

a)

Markup

b)

Markdown

c)

Approach

20.

A method of counting merchandise by visually inspecting and counting it to determine the quantity on hand

a)

Product Feature

b)

Display

c)

Physical Inventory

21.

The total amount of the sale before a sales tax is applied

a)

Unit Price

b)

Subtotal

c)

Sales Tax

22.

When the price of an items is reduced to move inventory make room for new products

a)

Markdown

b)

Markup

c)

Exchange

23.

A basic or physical attribute of product.

a)

Customer Benefit

b)

Product Feature

c)

Determining Needs

24.

The PRICE of ONE PIECE of merchandise

a)

Selling

b)

Scanner

c)

Unit Price

25.

Question, observe, and listen to help present correct product information to the customer

a)

Determining Needs

b)

Suggested Selling

c)

Customer Benefit

26.

The advantage or personal satisfaction a customer will get from a good or service.

a)

Display

b)

Customer Benefit

c)

Brand

27.

The process of helping customers make satisfying buying decisions by communicating how products and their features match customers' needs

a)

Selling

b)

Marketing

c)

Customer Service

28.

A percentage fee imposed by the GOVERNMENT on retail price.

a)

Change

b)

Discount

c)

Sales Tax

29.

The process of planning, promoting, pricing, selling, and distributing goods and services.

a)

Selling

b)

Marketing

c)

Communication

30.

The suppliers statement that the order has been filled and the merchandise is sent

a)

Subtotal

b)

Sales Check

c)

Invoice

31.

Words a salesperson uses so that the average customer can understand

a)

Buying Signals

b)

Body Language

c)

Laymen's Terms