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