This is the third tier of the hierarchy which includes friendship and acceptance in a group

True or False: Instances of impact occur the second that a customer walks in the door and only at that time.

True or False: Emotions have a vast degree of intensities.

Your main goal as a customer service provider is to ensure what?

To prevent this, you as the sales person must understand what motivates customer behavior

sAccording to Maslow, many people will never reach this level of the hierarchy

What a customer encounters when they enter a place of business falls under which of the Big Four factors of positive customer encounters?

Irate, furious and provoked are all ranges of intensity for which emotion state?

True or False: a sincere smile is one winning way to make your customer feel good.

True or False: A customer's concerns about a product may be dependent on their individual level of need.

Asking "Do the employees treat customers as individuals?" and "Will I gain status by using the product?" demonstrate what needs?

This contributes to a customer's perception of quality of the product or service.

If a customer is unsure or anxious about buying a product they may be experiencing this emotional state.

These customers are more likely to tell others about their experience with your company.

The opportunities that you have to shape your customer's experience and gain their loyalty is known as this.

Providing parking at a store or location and having convenient hours of operation demonstrates an understanding of which of your customers needs?

A company's reputation is based on what factor?

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.

This is gained through showing enthusiasm for your work and showing a degree of sensitivity for others.

The first step in planning a strategy to respond positively to each customer is what?

"Are the prices fair and reasonable?" and "Does the company offer warranties?" Are examples of concerns for which level of needs?

Name all four of the Big Four factors on customer impact

This emotion is very hard to get as a response from a customer once it is gone.

Your customer scowling at you after you scowled at them is a result of what?

What are the two key factors to appreciating a customer's viewpoint?