Hillary Has Listened Carefully to Her Customer's Objection Regarding the Value

question 104

Multiple Choice

Hillary has listened carefully to her customer's objection regarding the value of her service offering. Using the process recommended in the textbook for negotiating buyer resistance, what should she do next?

• A) assess the situation
• B) acknowledge that she appreciates and understands the concern
• C) address the issue directly
• D) anticipate how the prospect will react to being proven incorrect

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Definitions:

Environmental Contingencies

The relationship between behavior and its consequences as determined by the environment, often influencing future behaviors.

Operant Model

A theory of learning that describes the change in behavior as a result of the consequences of that behavior, whether rewards (reinforcers) or punishments.

Discrimination

The ability to distinguish between different stimuli or the unfair treatment of individuals based on group membership such as race, gender, or ethnicity.

Daily Feedback

Continuous or regular comments provided on a daily basis to improve or guide performance.