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GCS Exam
| Term | Definition |
|---|---|
| A categorized list of terms that are related to a particular topic. | taxonomy |
| The exchange of information and/or ideas through verbal, nonverbal, or written messages. | communication |
| A person who benefits from another person’s work; the customer may or may not receive something tangible and he or she may or may not pay for the service/product | customer |
| A series of activities designed to meet or exceed a customer’s needs and expectations, ultimately resulting in positive word-of-mouth publicity and return business. | customer service |
| When the positive feeling resulting from a first impression lasts through subsequent encounters. | halo effect |
| A theory of consumer motivation proposed by Abraham Maslow, it identifies five levels of consumer needs: physiological, safety, social, ego, and self-actualization. | Maslow's Hierarchy of Needs |
| Why people choose to buy certain products or services or why people choose to buy from certain companies. | consumer motivation |
| The attitudes or personality traits that can contribute to a person’s success, such as courtesy, listening skills, and so forth. Also known as people skills. | soft skills |
| The technical knowledge and information needed to perform a job, such as computer skills and knowledge of administrative policies. | hard skills |
| The amount of money that is available for, required for, or assigned to a particular purpose. | budget |
| The distance between people as they interact. | proxemics |
| Process of exchanging information or sending messages without words. | nonverbal communication |
| The gestures in one’s face that communicate mood, attitude, or emotions. | facial expressions |
| The use of gestures and other physical movements to communicate. | body language |
| Words or phrases that are specific to an industry, profession, or group. | jargon |
| The ability to shift or switch between languages or language variations (e.g., slang and Standard English) based on factors in conversation such as who one is speaking to, the environment, and so forth. | code-switching |
| A communication technique in which the listener tries to paraphrase or repeat back what he or she heard in his or her own words. If done correctly, it can defuse a tense conversation and ensure good communication. | active listening |
| A letter written in formal language, usually used when writing from one business organization to another, or for correspondence between such organizations and their customers, clients, and other external parties. | business letter |
| A letter acknowledging a response, gift, donation, or special effort. | thank-you letter |
| Forms of electronic communication (such as websites for social networking and microblogging) through which users create online communities to share information, ideas, personal messages, and other content. | social media |
| A person who plans and directs the work of a group of other people. | manager |
| An employee on a cruise ship who handles money and answers customer questions/addresses customer complaints. | purser |
| What a job is called if it doesn’t require prior work experience, making it suitable for someone who is new to the field or has just graduated and is looking for a first job. | entry level |
| A hotel employee who assists guests with making restaurant reservations and various travel arrangements, getting tickets to special events, and arranging for spa services; also recommends nightclubs and tours of interesting places to visit. | concierge |
| An institution of higher learning that offers undergraduate programs, usually of a four-year duration, that lead to a bachelor’s degree in the arts or sciences (BA or BS). | college |
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jandrad123
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