With the Indirect Approach to Handling Objections, the Salesperson

question 29

Multiple Choice

With the indirect approach to handling objections, the salesperson:

• A)will allow the customer to talk about his or her fears and worries, then relate how another customer had similar fears and how the product being sold met those fears or worries.
• B)answers the objection directly.
• C)will reply "yes, but..." and then explain how the product's benefits will answer the customer's objection.
• D)avoids confrontation by sympathizing with the customer, then provides the correct information.

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Definitions:

Classical Conditioning

A learning process that creates new associations between neutral stimuli and reflex-causing stimuli, famously demonstrated by Pavlov's dogs.

Operant Conditioning

An educational practice that modifies the strength of a behavior through either positive stimuli or negative feedback.

Positive Reinforcer

An incentive that, if offered following an action, enhances the chance of that action being performed again.

Conditioning Perspective

A viewpoint in psychology that focuses on learning as the primary mechanism through which behaviors are acquired and modified.