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Test Objections vs Complaints
Agenda
QUESTION 1: WHAT IS A DISTINGUISHING FEATURE BETWEEN OBJECTIONS AND COMPLAINTS IN THE CONTEXT OF SALES?
Complaints affect purchase intent, while objections do not
Complaints can become significant obstacles, while objections cannot
Objections influence customer perception, while complaints do not
Objections have no impact on the sales process, while complaints do
QUESTION 2: WHAT IS AN EFFECTIVE STRATEGY FOR HANDLING BOTH OBJECTIONS AND COMPLAINTS?
Ignore customer objections and complaints
React defensively to objections and complaints
Adopt a resolution-oriented mindset
Not taking into account the customer's concerns
QUESTION 3: WHAT IS RECOMMENDED TO DO WHEN FACING AN OBJECTION FROM THE CUSTOMER?
Listen carefully and understand the root of their concern
Ignore objections and move forward with the sale
Respond in a defensive and confrontational manner
Avoid asking open-ended questions to explore the client's concerns
QUESTION 4: HOW SHOULD A CUSTOMER COMPLAINT BE HANDLED?
Take it personally and react defensively
Ignore the complaint and wait for the customer to calm down
Show a receptive attitude and give the customer the opportunity to express their concerns
Minimize the importance of the complaint and move quickly to the solution
QUESTION 5: WHAT APPROACH IS RECOMMENDED TO EFFECTIVELY ADDRESS OBJECTIONS?
Turn objections into opportunities to deepen the customer relationship
Ignore objections and focus solely on closing the sale
Avoid providing additional information or customized solutions
Minimize the importance of objections and continue with the sales process
QUESTION 6: WHAT IMPACT CAN PROPER COMPLAINT MANAGEMENT HAVE ON THE BUSINESS?
Increase customer satisfaction and strengthen business reputation
Ignore complaints and hope that dissatisfied customers will be forgotten
Have no impact on customer satisfaction or business reputation
Minimize the importance of complaints and focus solely on closing the sale
QUESTION 7: WHAT SHOULD I DO WHEN I RECEIVE A COMPLAINT FROM THE CUSTOMER?
Take it personally and react defensively
Ignore the complaint and take no action
Provide an open and accessible communication channel for dissatisfied customers
None of the above
QUESTION 8: WHAT CAN BE LEARNED FROM CUSTOMER OBJECTIONS AND COMPLAINTS?
Valuable information on customer needs and expectations
Ignore objections and complaints as they are not relevant
Nothing can be learned from customer objections and complaints
Minimize the importance of objections and complaints and move forward with the sale
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INCORRECT QUESTIONS
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