Which of the following is a notable difference between the recommended procedures for handling objections and for handling customer complaints after the sale, as discussed in the textbook?
A) The complaint handling procedure asks the customer how he or she would like to have the issue resolved, whereas the salesperson determines how an objection should be handled.
B) The objection handling procedure involves more negotiation skills than the complaint handling procedure.
C) The salesperson determines how a complaint should be resolved, whereas the objection handling procedure requires more collaboration with the prospect.
D) The complaint handling procedure requires more negotiation skills than the objection handling procedure.

Question

Quizplus · Accepted Answer

The recommended procedure for handling objections is for the salesperson to determine the best way to handle the objection, while for handling customer complaints, the recommended procedure is to ask the customer how he or she would like the issue to be resolved. This is a notable difference between the two procedures. Option B and D are incorrect as they provide conflicting information with what is mentioned in the question. Option C is incorrect as it does not highlight any difference between the two procedures.

Which of the Following Is a Notable Difference Between the Recommended