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Test Techniques for closing the sale: apologies
Agenda
QUESTION 1: WHAT DOES THE ACT OF APOLOGIZING TO THE CUSTOMER FOR NOT BEING ABLE TO OFFER WHAT THEY ARE LOOKING FOR SHOW?
Empathy and respect for the customer's needs
Indifference to customer needs
Lack of interest in closing the sale
Desire to abandon the sale
QUESTION 2: WHAT EMOTIONAL CONNECTION CAN BE ESTABLISHED BY SINCERELY APOLOGIZING TO THE CUSTOMER?
A connection based on competence
A connection based on indifference
A connection based on honesty and transparency
A connection based on lack of commitment
QUESTION 3: WHAT IS THE DETERMINING FACTOR FOR THE CUSTOMER'S DECISION TO HIRE THE SERVICES OF THE SALESPERSON?
The competence of the seller
Lack of communication
Lack of apologies
Confidence in the seller
QUESTION 4: WHAT SHOULD THE SALESPERSON DO WHEN COMMUNICATING THAT HE/SHE CANNOT OFFER WHAT THE CUSTOMER IS LOOKING FOR?
Express your sincere apology and your commitment to find an alternative solution
Ignore the situation and continue with the sale
Do not offer any explanation and abandon the sale
Tell the customer that it is their responsibility to find what they are looking for
QUESTION 5: WHAT DEMONSTRATES THE SALESPERSON'S PROACTIVITY IN OFFERING ALTERNATIVES TO THE CUSTOMER?
Empathy and willingness to find a suitable solution
Lack of commitment to close the sale
Indifference to customer needs
Lack of communication skills
QUESTION 6: WHAT SHOULD BE EMPHASIZED WHEN APOLOGIZING FOR NOT BEING ABLE TO OFFER WHAT THE CUSTOMER IS LOOKING FOR?
The problems and limitations of the product or service
Unique features and remaining benefits
Lack of available options
Lack of commitment from the seller
QUESTION 7: WHAT DOES IT MEAN TO CONTINUE THE SALES PROCESS AFTER APOLOGIZING TO THE CUSTOMER?
Abandon the sale and look for other customers
Ignoring customer needs and focusing on self-interest
Maintain interaction and focus on finding a suitable solution
None of the above
QUESTION 8: WHAT IS THE PURPOSE OF ASKING ADDITIONAL QUESTIONS AND OFFERING ALTERNATIVE SOLUTIONS AFTER APOLOGIZING?
Demonstrate disregard for customer needs
Increase customer confusion and avoid closing the sale
Avoid any additional interaction with the customer
Show commitment and willingness to find a suitable option
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INCORRECT QUESTIONS
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