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V-CDC-CustomerSer-2

Pyramid CDC - SMARTNet Customer Service Review

TermDefinition
Cross-selling The practice of recommending additional products that complement a customer’s purchase. These can be operational necessities, such as batteries, or items that may contribute to a better or more complete experience for the customers.
Customers (or Consumers) People who purchase goods or services from a business.
Customer Service The help, information and recommendations that company representatives give to people who explore or buy its products and/or services.
Data Privacy The processes involved to ensure that customers’ personal data that they have shared with a retailer or its employees, is kept private and not shared with others or with the public.
Demand Customers’ need and/or willingness to buy a certain product or service.
Demographic Data Quantifiable information used to help retailers determine customer behavior (e.g., household size, gender, age, income, education, occupation and place of residence.)
Digital Signage Technology used to electronically display digital images, video, web pages and text. Retailers use digital signs to attract in-store customers to enhance their shopping experience.
Direct Competitors Retailers that offer the same products or services with the goal of selling it to the same audience. An example is Apple’s iPhones; Samsung’s Galaxy - they are similar phones from different companies aimed at the same audience.
Direct Marketing Marketing strategies aimed at specific customers, and its goal is to get the customer to take action, order a product online, buy an item via a social media site, visit a store or clip a coupon. Catalogs, loyalty program offerings and targeted emails are examples of Direct Marketing.
Discount Pricing A pricing strategy in which coupons, rebates and other promotional markdowns are used to get customers to come and to buy products in the store.
Discrimination The unfair treatment of someone less favorably than others based on race, color, religion, gender, gender identity, sexual orientation, pregnancy, national origin, age, disability, genetic information and retaliation.
Display or Fixture Locks, Cables, Chains and Alarms Devices used to prevent theft of high-priced items.
Distribution Channel A path through which a product travels from its creation to when it reaches the customer.
Ecommerce Fraud A type of fraud that is committed in the context of online shopping or ecommerce retailing. Examples are Identity Fraud, Account Takeover, Loyalty Fraud, Return Fraud and Automated Fraud.
Economy Pricing A pricing strategy that targets the most price-conscious shoppers. Under economy pricing, retailers minimize all costs associated with certain items in order to keep their prices low.
Electronic Article Surveillance (EAS) Devices to prevent item theft that are embedded in tags that are attached, sewn in or inserted into packaging by the manufacturer or store employees.
Employee Discount Abuse A type of employee fraud in which unauthorized people (usually friends and family) use or gain from a discount that the retailer provides to its employees as a benefit.
Employee Fraud Criminal deception in some form by an employee, generally resulting in personal gain and a loss to the retailer.
Excess Inventory When a retailer has too much merchandise in stock as a result of inaccurately estimating product demand.
Exchange The action of swapping one purchased item for another one.
Fair Labor Standards (FLSA) The FLSA establishes employment standards that companies are required to follow, such as giving breaks and meal periods to employees.
Family and Medical Leave Act (FMLA) This act allows employees to take unpaid, job-protected leave for specified family and medical leave.
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