Offering Options and Handling Objections

What is the first step in the process of identifying customer needs and offering options?

• Conducting market research

• Developing a marketing strategy

• Analysing customer feedback

• Launching a new product

After establishing customer needs, what options should be offered?

• Customised solutions

• Standard packages

• Discounted rates

• Extended warranties

How should objections be addressed in the process of identifying customer needs?

• By ignoring them

• By acknowledging and addressing them

• By postponing the discussion

• By redirecting the conversation

What is the importance of agreeing on a solution in the process of identifying customer needs?

• It ensures all stakeholders are aligned and can work towards a common goal.

• It allows for more diverse opinions and solutions to be considered.

• It reduces the time needed to implement a solution.

• It eliminates the need for further customer feedback.

Follow-up is important after offering options to customers because:

• It ensures customer satisfaction and addresses any concerns.

• It allows the company to sell more products.

• It is a mandatory company policy.

• It helps in reducing the workload of customer service.

The first step in handling objections according to the guidelines is:

• Listen to the objection

• Ignore the objection

• Argue with the customer

• Dismiss the objection

What is the importance of saying back what the customer has said when handling objections?

• It shows that you are actively listening and understanding their concerns.

• It helps to quickly dismiss the customer's objections.

• It allows you to change the subject of the conversation.

• It ensures that the customer agrees with your point of view.

Exploring the reasoning behind a customer's objections is important because:

• It helps in understanding the customer's needs better.

• It allows the salesperson to ignore the objections.

• It is a way to quickly close the sale.

• It is not necessary for successful sales.

Explain how to answer a customer's objection effectively according to the instructions provided.

• By ignoring the objection

• By acknowledging the objection and providing a solution

• By arguing with the customer

• By changing the topic

What should you do after answering a customer's objection to ensure clarity and satisfaction?

• Ignore the objection and move on

• Ask if the customer has any more questions

• Provide additional information without asking

• End the conversation immediately