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Test Respond vs React
Agenda
QUESTION 1: WHAT IS A CHARACTERISTIC OF SALES FEEDBACK?
Take a conscious and well thought-out action
Listen carefully to the customer's needs
Getting carried away by emotions or external stimuli without thinking before acting
Controlling our emotions and keeping calm
QUESTION 2: WHAT DOES IT INVOLVE TO RESPOND IN THE SALES PROCESS?
Take a conscious and well thought-out action
To get out of control of the situation and let circumstances dictate our behavior
Acting impulsively without considering the available options
Reactivate the relationship with customers and build trust
QUESTION 3: WHAT DIFFERENTIATES THE REACTION FROM THE RESPONSE IN THE ABILITY TO UNDERSTAND THE CUSTOMER'S NEEDS?
Feedback allows you to jump to quick conclusions and assume what the customer really wants
The answer involves taking the time to actively listen and gain a full understanding of the customer's needs
The response is based on defensive, aggressive or knee-jerk responses
Feedback ensures that customized solutions are offered to meet specific customer needs
QUESTION 4: WHAT DIFFERENTIATES RESPONSE FROM REACTION IN TERMS OF EMOTIONAL CONTROL?
The response allows emotions to take over and cloud our ability to make rational and strategic decisions
Reaction involves remaining calm and addressing the client's concerns in an effective and professional manner
The response leads to an impulsive defensive or aggressive reaction
Feedback builds a trusting relationship and solves problems constructively
QUESTION 5: WHAT IS THE FOCUS OF THE REACTION COMPARED TO THE RESPONSE?
In offering effective and customized solutions that meet customer needs
In controlling our emotions and keeping calm
In finding the best way to address the problem and achieve positive results
On the problem itself, without considering possible solutions or outcomes
QUESTION 6: WHAT APPROACH DOES THE SALES RESPONSE TAKE?
A negative approach and no effective resolution
An impulsive and emotion-based approach
A constructive and solution-oriented approach
An approach focused on customer complaints and objections
QUESTION 7: WHAT IS THE OBJECTIVE OF THE RESPONSE IN THE SALES PROCESS?
Controlling our emotions and keeping calm
Find an effective resolution and achieve positive results
Jump to quick conclusions and assume what the customer really wants
None of the above
QUESTION 8: WHAT IS A CONSEQUENCE OF REACTING IN THE SALES AREA?
Strengthen customer relationships and build trust
Losing control of the situation and letting circumstances dictate our behavior
Take a conscious and well thought-out action
Listen carefully to the customer's needs and concerns
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