Capitalizing on the Customer's Complaints About the Previous Detergents She

question 7

Multiple Choice

Capitalizing on the customer's complaints about the previous detergents she has used, Sheila, a salesperson, explains to the customer why her company's detergent Swish is better and how it can be a one-stop solution for everyday washing. In which of the following steps of the selling process is Sheila?

• A) follow-up
• B) handling objections
• C) preapproach
• D) presentation
• E) prospecting

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Definitions:

Dispositional Attribution

The process of attributing behavior to the internal characteristics or disposition of the individual rather than to external factors.

Cognitive Load

The total amount of mental effort being used in the working memory, influencing one's ability to perform tasks or process information.

Accurate Attribution

Accurate attribution involves correctly identifying the causes or reasons behind one's own or others' behaviors and outcomes.

False Consensus

The tendency to overestimate how much others share our beliefs, attitudes, and behaviors.