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12 Cards in this Set

  • Front
  • Back
WHAT ARE THE 3 TYPES OF CONCERNS?
SKEPTICISM,
MISUNDERSTANDING,
& DRAWBACK
WHAT CONCERN INVOLVES A DISSATISFIED CUSTOMER?
DRAWBACK
WHAT CONCERN INVOLVES A CUSTOMER WHO DOUBTS A FEATURE OR BENEFIT YOU DESCRIBED?
SKEPTICISM
WHAT CONCERN INVOLVES A CUSTOMER WHO THINKS YOU CAN'T PROVIDE A FEATURE OR BENEFIT?
MISUNDERSTANDING
WHEN RESOLVING A DRAWBACK YOU...?
1. ACKNOWLEDGE THE CONCERN
2. REFOCUS ON THE BIGGER PICTURE
3. OUTWEIGH WITH PREVIOUSLY ACCEPTED BENEFITS
4. CHECK FOR ACCEPTANCE
WHEN RESOLVING A MISUNDERSTANDING YOU...?
1. ACKNOWLEDGE THE NEED
2. DESCRIBE RELEVANT FEATURES AND BENEFITS
3. CHECK FOR ACCEPTANCE
WHEN RESOLVING SKEPTICISM YOU...?
1. ACKNOWLEDGE THE CONCERN
2. OFFER RELEVANT PROOF
3. CHECK FOR ACCEPTANCE
SKEPTICISM
DOUBTS
DRAWBACK
DISSATISFIED
MISUNDERSTANDING
THINKS YOU CAN'T PROVIDE
INDIFFERENCE
SATISFIED WITH CURRENT SITUATION
OVERCOMING INDIFFERENCE
1. ACKNOWLEDGE THE CUSTOMERS POINT OF VIEW
2. REQUEST PERMISSION TO PROBE
3. PROBE TO CREATE CUSTOMERS AWARENESS