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Test Expectation Misalignment Traps
Agenda
1st QUESTION: What is one of the most common causes of conflict, according to the text?
The lack of empathy of the professional
The high price of products
The misalignment of expectations
The natural aggressiveness of customers
2nd QUESTION: What is the central issue in avoiding a minor annoyance in the present due to misaligned expectations?
A much bigger and more serious problem is guaranteed to erupt in the future
Great sales skills are demonstrated
Long-term trust is built with the customer
The conflict is resolved permanently
QUESTION 3: What is an "expectation mismatch"?
When the customer pays less than expected
When the customer believes they will receive something that is not actually included in the service
When the professional is too honest with the client
When the company keeps all its promises
QUESTION 4: What happens when a professional ignores the "fine print" in order to close a deal?
The customer is grateful for the simplicity
The company gains a loyal customer forever
Any future conflict is avoided
This creates future frustration that another department will have to manage
QUESTION 5: What is the most direct way to fall into the trap of misaligned expectations?
False promises, made out of optimism or under pressure from a customer
Being too clear and honest from the beginning
Correcting a customer's misconception
Apologize for a communication error
QUESTION 6: Why does the problem always come back stronger in these cases?
Because the customer forgets the original promise
Because the client feels betrayed
Because the company offers compensation
Because the professional who made the promise is fired
QUESTION 7: What is the only way to avoid these traps?
Always offer what the customer asks for, even if it is not possible
Avoid giving details about products or services
Change the subject when the customer asks something uncomfortable
Prioritize honesty and clarity
QUESTION 8: Why is it preferable to have a small conflict at the moment?
To demonstrate who has the authority
Because customers like discussions
To prevent the problem from growing silently and getting worse in the future
To have an excuse not to sell the product
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INCORRECT QUESTIONS
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What is the error?
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