When Considering the Nine Basic Strategies for Dealing with Customer

question 26

Multiple Choice

When considering the nine basic strategies for dealing with customer concerns,salespeople know:

• A)Try one and then if it doesn't work,try another.
• B)Each one can be effective in the right situation.
• C)The bounce back always works.
• D)Indirect denial is better than direct denial.

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Definitions:

Pavlov

Ivan Pavlov, a Russian physiologist known for his work in classical conditioning, demonstrating how stimuli can trigger conditioned responses in animals.

UCR

Unconditioned Response; an automatic and natural response elicited by a stimulus without any prior learning or conditioning.

UCS

UCS stands for Unconditioned Stimulus, a term in classical conditioning that describes a stimulus that naturally triggers a reflexive response without prior learning.

CS

Short for Conditioned Stimulus, a previously neutral stimulus that, after becoming associated with the unconditioned stimulus, eventually comes to trigger a conditioned response.