| A | B |
|---|
| selling | helping customers make satisfying buying decisions |
| feature-benefit selling | matching the features of each product to a customer's needs and wants |
| product feature | the physical characteristic or quality of a good or service |
| customer benefits | advantages or personal satisfaction a customer will get from a good or service |
| rational motives | a conscious, factual reason for a purchase |
| emotional motives | a feeling experienced by a customer through association with a product |
| extensive decision making | used when there has been litle or no previous experience with the item because it is infrequently purchased |
| limited decision making | used when a person buys goods and services that he or she has purchased before but not on a regular basis |
| routine decision making | used when a person needs little infoprmation about a product because of a high degree of prior experience |
