Master Certification – How to Overcome ANY Objection – Lesson 5

True or False:

NDR stands for Natural Decision Response.

Fill in the blanks:

NDR stands for __________ __________ __________.

True or False:

A Natural Defensive Reaction is an automatic response made by a customer when put in an uncomfortable situation.

True or False:

NDR’s should be treated as valid and taken personally.

Put the steps to handling an NDR in the proper order:

Match the statement to the step of the process:

Fill in the blanks:

“__________ __________” is the most common NDR.

Select the right answer:

The most common NDR happens during which step(s):

Match the process step to the definition:

Fill in the blank:

__________ is to inquire into or discuss in detail.

Fill in the blank:

__________ is to meet the expectations, needs, or desires of the customer.

Fill in the blank:

__________ is the process of changing from one phase to another.

Fill in the blank:

__________ is to identify from a previous encounter and acknowledge the existence of.

True or False:

You must take NDRs personally to overcome them.

Select all that apply:

To handle a Natural Defensive Reaction you must:

True or False:

You will get more NDRs after you have gained the customer’s trust.

True or False:

You need to know how to put the customer’s fears to rest.

True or False:

Most NDRs are easy to anticipate and handle.

True or False:

NDRs can come out of no where and you need to be prepared for them.

Select the right answer:

The R in REST stands for:

Select the right answer:

The E in REST stands for:

Select the right answer:

The S in REST stands for:

Select the right answer:

The T in REST stands for:

Select the right answer:

When a customer presents you with a Natural Defensive Response you need to:

Which step on the REST process is this?

Salesperson says: “Most of the people I meet are doing the same.”

Which step on the REST process is this?

Salesperson says: “Have you been to our dealership before?”

Which step on the REST process is this?

Salesperson says: “Let me tell you a little about the process.”

Which step on the REST process is this?

Salesperson says: “How does that sound?”