If a customer is wrong about something when expressing resistance, the salesperson should first consider using the indirect denial method before considering the direct denial method.

Question

Quizplus · Accepted Answer

The indirect denial method should be considered first because it allows the salesperson to acknowledge the customer's point of view while gently guiding them towards a more accurate understanding. This method can be more effective in maintaining a positive relationship with the customer. However, if the indirect method is not successful, the direct denial method may be needed to firmly correct the customer's misconception.

If a Customer Is Wrong About Something When Expressing Resistance