Maslow's Hierarchy Instances of Impact Playing with Emotions You as the Sales Person A Little Bit of Everything
100
What is Social Needs
This is the third tier of the hierarchy which includes friendship and acceptance in a group
100
What is False
True or False: Instances of impact occur the second that a customer walks in the door and only at that time.
100
What is True
True or False: Emotions have a vast degree of intensities.
100
What is the customer's happiness with product and service
Your main goal as a customer service provider is to ensure what?
100
What is customer dissatisfaction
To prevent this, you as the sales person must understand what motivates customer behavior
200
What is Self-Acualization Need
sAccording to Maslow, many people will never reach this level of the hierarchy
200
What is Physical Location
What a customer encounters when they enter a place of business falls under which of the Big Four factors of positive customer encounters?
200
What is Angry
Irate, furious and provoked are all ranges of intensity for which emotion state?
200
What is True
True or False: a sincere smile is one winning way to make your customer feel good.
200
What is True
True or False: A customer's concerns about a product may be dependent on their individual level of need.
300
What is Esteem Needs
Asking "Do the employees treat customers as individuals?" and "Will I gain status by using the product?" demonstrate what needs?
300
What is Customer Expectation
This contributes to a customer's perception of quality of the product or service.
300
What is Scared
If a customer is unsure or anxious about buying a product they may be experiencing this emotional state.
300
What is a dissatisfied customer
These customers are more likely to tell others about their experience with your company.
300
What is instances of impact
The opportunities that you have to shape your customer's experience and gain their loyalty is known as this.
400
What is Safety Needs
Providing parking at a store or location and having convenient hours of operation demonstrates an understanding of which of your customers needs?
400
What is Atmosphere
A company's reputation is based on what factor?
400
What is Sad
When dealing with a customer who is in this emotional state they may believe that they will never find what they are looking for and may give up.
400
What is Customer Loyalty
This is gained through showing enthusiasm for your work and showing a degree of sensitivity for others.
400
What is understanding what motivates your customer
The first step in planning a strategy to respond positively to each customer is what?
500
Physiological Needs
"Are the prices fair and reasonable?" and "Does the company offer warranties?" Are examples of concerns for which level of needs?
500
Physical Location, Employees, Product, Atmosphere
Name all four of the Big Four factors on customer impact
500
What is Happy
This emotion is very hard to get as a response from a customer once it is gone.
500
What is emotions being contagious
Your customer scowling at you after you scowled at them is a result of what?
500
What is expectations and reality
What are the two key factors to appreciating a customer's viewpoint?






Understanding Your Customers

Press F11 for full screen mode



Limited time offer: Membership 25% off


Clone | Edit | Download / Play Offline