12.1 KEY TERMS

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Across
  1. 2. used when a person buys goods and services that he or she has purchased before but not regularly.
  2. 6. conscious, logical reason for a purchase.
  3. 7. the advantages or personal satisfaction a customer will get from a good or service.
  4. 10. takes place in a manufacturer's or wholesaler's showroom or a customer's place of business.
  5. 12. any form of direct contact between a salesperson and customer.
Down
  1. 1. used when a person needs little information about a product.
  2. 3. used when there has been little or no previous experience with an item.
  3. 4. the process of selling over the telephone
  4. 5. basic, physical, or extended attributes of a product or purchase.
  5. 8. characteristics of a product to a customer's needs and wants.
  6. 9. providing solutions to customers' problems by finding products that meet their needs.
  7. 11. feeling experienced by a customer through association with a product.