| A | B |
|---|
| double bagger | employee who exceed customer's expectations |
| single bagger | usually pass up opportunities to please the customer |
| win-win approach | solution to a problem where both parties end up satisfied |
| wiifm | what's in it for me |
| external customers | customers who buy products/service from a company |
| internal customers | people within a company who rely on each other to perform their jobs |
| CRM | customer relationship management |
| paraphrase | to restate what someone has said to you in your own words |
| amiable personality | friendly, agreeable, listens and shares their feelings |
| expressive personality | create, spontaneous, not afraid to call attention to themselves |
| analytical personality | thinkers, require time to make decisions |
| driver personality | focused, action oriented, tend to make fast decisions |
| closed ended question | Do you want to buy a new car? |
| open ended question | What model and what features are you interested in? |
| thank you note/phone call | ways to follow up after a sale |
