________ Refers to the Gathering Information and Uncovering Customer Needs

question 64

Multiple Choice

________ refers to the gathering information and uncovering customer needs by using one or more questions.

• A) Probing
• B) Communication narrowing
• C) Objection refutation
• D) Question empathizing
• E) Interrogative encoding

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Definitions:

Misrepresentation

A legal cause of action on which an injured party seeks damages. It arises when a salesperson makes erroneous statements or offers false promises regarding a product’s characteristics and capabilities.

Product Capabilities

The specific abilities or features of a product that meet customer needs or solve problems.

Cooling-off Law

Legislation that allows consumers a set period of time to cancel a contract or purchase decision without penalty.

Full Refund

The total return of money paid for a product or service, typically due to dissatisfaction or a defect.