In a Sales Presentation, You Respond to a Customer's Issue

question 46

Multiple Choice

In a sales presentation, you respond to a customer's issue by saying courteously, "You're absolutely right, and I am going to make it my business to be sure that never happens again." Which method have you used to handle the customer's objection?

• A)postpone
• B)denial
• C)agree and neutralize
• D)ignore
• E)convert

---

Definitions:

Residual Income

Earnings that exceed the minimum required return on a company's operating assets, demonstrating the excess of net operating income over its cost of capital.

Net Profit

The real income remaining after deducting operating costs that aren't considered in determining gross profit.

Invested Capital

The total amount of money that has been invested into a company by its owners, shareholders, and creditors, used for acquiring assets and funding operations.

Investment Turnover

A financial ratio that measures the efficiency of a company's use of its investments in generating sales revenue.