Part $1)$ Read Perceptions and Stereotypes on page $255$ and Figure $6\mathrm{.}4($page $255),$ which includes the factors affecting perception. Discuss the questions below:

Why are perceptions and stereotypes so important in customer service?

Why is self$-$awareness related to how others perceive you very important in customer service? Share any work$-$related examples on perceptions and stereotypes $($positive and negative$).$

Part $2)$ Answer the questions in Work It Out $6\mathrm{.}4$ on page $256$ and compare and contrast your answers with your classmates. Discuss how this knowledge of common needs or drives can be used to provide customer service more effectively.

What do I look for when I shop?

What is my main reason for shopping?

What do I do when I need to buy or replace something?

What is the most important thing to me when I$\text{'}$m looking to replace something?