12.1 KEY TERMS

2. used when a person buys goods and services that he or she has purchased before but not regularly.
6. conscious, logical reason for a purchase.
7. the advantages or personal satisfaction a customer will get from a good or service.
10. takes place in a manufacturer's or wholesaler's showroom or a customer's place of business.
12. any form of direct contact between a salesperson and customer.

1. used when a person needs little information about a product.
3. used when there has been little or no previous experience with an item.
4. the process of selling over the telephone
5. basic, physical, or extended attributes of a product or purchase.
8. characteristics of a product to a customer's needs and wants.
9. providing solutions to customers' problems by finding products that meet their needs.
11. feeling experienced by a customer through association with a product.