Sales II - 1.05

A model for understanding the motivations for human behavior to satisfy needs and wants

• Martin's Hierarchy

• Maslow’s Hierarchy

• Marshall's Hierarchy

• Personality Triangle

Maslow's Hierarchy states motivations for needs and wants include physical, safety, social, ___________,

and self-fulfillment needs.

• financial

• love

• ego

• self-esteem

________ customers know exactly what they want. Because of this, they tend to make purchase decisions very quickly

• Decisive

• Difficult

• Fact Finder

• Impulsive

Which type of customer should you listen patiently and suggest substitutes only with caution.

• Decisive

• Difficult

• Fact Finder

• Impulsive

________ customers make decisions quickly. They shop leisurely, like to browse, and ask few questions of sales personnel.

• Decisive

• Difficult

• Fact Finder

• Impulsive

________ look for information about products and like to see variety and often comparison shop

• Decisive

• Difficult

• Fact Finder

• Impulsive

________ customers may be disagreeable, dishonest, domineering or superior, slow or methodical, or suspicious

• Decisive

• Difficult

• Fact Finder

• Impulsive

Which type of customer should you accept minor points of disagreement with the customer, and try to find a way to compliment him/her

• Decisive

• Difficult

• Fact Finder

• Impulsive

________ customers are very cautious with their money and want the best possible value

for every dollar they spend. They usually like the simple, uncluttered life

• Decisive

• Difficult

• Practical or frugal

• Impulsive

Which type of customer should you demonstrate the product if possible, and support your statements with hard proof.

• Decisive

• Difficult

• Practical or frugal

• Impulsive