Entrepreneurship and Small Business (ESB) V2 Certification Practice Exam

What is the process of addressing customer concerns during the sales process called?

1. Handling objections

2. Closing

3. Approach

4. Follow-up

The correct answer is: Handling objections

The process of addressing customer concerns during the sales process is referred to as handling objections. This involves actively listening to the customer's doubts or hesitations regarding a product or service and providing appropriate responses or solutions. Handling objections is crucial in sales because it helps build trust and guides the customer toward making a favorable decision. By effectively addressing these concerns, sales professionals can demonstrate their expertise, validate the customer’s feelings, and reinforce the value of the product or service being offered. This commitment to understanding and resolving customer issues can lead to stronger relationships and potentially higher conversion rates. The other options are relevant stages in the sales process, but they do not specifically focus on the act of addressing customer concerns. Closing refers to the final phase of the sales process where the deal is secured, the approach involves introducing the product or service to the customer, and follow-up is about maintaining contact after a sale to ensure customer satisfaction and foster loyalty. However, none of these options directly capture the core activity of addressing customer concerns as effectively as handling objections does.