Billie hurried into a local department store just before closing time when all the clerks werenclearing their registers and flickering the lights to signal customers it was time to go. It was important that she have a camera first thing in the morning so she was trying to hurry. Gary, a clerk in the camera department, looked up and asked if she needed help, walked her several aisles over, and discussed features of several different models to help her choose the camera best suited to her needs. He then selected the appropriate batteries and memory card for the camera. His cordial behavior and help with her problem eased her anxiety and made the sale pleasant. Gary's charm, manners, and enthusiasm indicate a high level of inner motivation and self-assurance.
1. What do you think motivates Gary to show interest and care about his customers when others
might be annoyed and anxious to leave for the day?
2. How do you think Billie will feel about Gary and the store the next time she has any camera-related
items to purchase? Will she be motivated to return to this store for other items as well? Why, and for
what reasons are related to the motivational theories presented in this chapter?
3. Which of the motivational source fields do you think may be in use here? Do you think Gary routinely
operates at this level or do you think he may be unusually motivated to satisfy some particular need
with the company?