Question

If a customer is wrong about something when expressing resistance, the salesperson should consider using the Indirect Denial method before considering the Direct Denial method.

Answer 1

Answer: True. Indirect Denial method should be considered before direct method.

Explanation: The indirect denial method of dealing with a customer is a method in which the customer is first agreed with when expressing a wrong objection. In this method, the customer's argument is first held to be valid, and this is done in order to create a level of trust or confidence with the customer.

After rapport has been established, evidence can then be brought to dispute the customer's claims.

By using the method, the customer doesn't feel threatened or alarmed from the onset and a heated argument will be avoided.

Direct denial method is the opposite of indirect denial method, in this case, strong arguments are used to oppose a customer's claims to show that they have made a mistake.