Master Certification – How to Overcome ANY Objection – Lesson 5
Master Certification – How to Overcome ANY Objection – Lesson 5
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Question 1 of 28
1. Question
True or False:
NDR stands for Natural Decision Response.
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Question 2 of 28
2. Question
Fill in the blanks:
NDR stands for __________ __________ __________.
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Question 3 of 28
3. Question
True or False:
A Natural Defensive Reaction is an automatic response made by a customer when put in an uncomfortable situation.
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Question 4 of 28
4. Question
True or False:
NDR’s should be treated as valid and taken personally.
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Question 5 of 28
5. Question
Put the steps to handling an NDR in the proper order:
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Recognize
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Transition
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Explore
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Satisfy
View Answers:
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Question 6 of 28
6. Question
Match the statement to the step of the process:
Sort elements
- "Most of the people I meet are doing the same"
- "Have you been to our dealership before"
- "Let me tell you a little about the process"
- "How does that sound"
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Recognize
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Explore
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Satisfy
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Transition
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Question 7 of 28
7. Question
Fill in the blanks:
“__________ __________” is the most common NDR.
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Question 8 of 28
8. Question
Select the right answer:
The most common NDR happens during which step(s):
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Question 9 of 28
9. Question
Match the process step to the definition:
Sort elements
- Is to identify from a previous encounter and acknowledge the existence of.
- Is to inquire into or discuss in detail.
- Is to meet the expectations, needs, or desires of the customer.
- Is the process of changing from one phase to another.
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Recognize
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Explore
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Satisfy
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Transition
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Question 10 of 28
10. Question
Fill in the blank:
__________ is to inquire into or discuss in detail.
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Question 11 of 28
11. Question
Fill in the blank:
__________ is to meet the expectations, needs, or desires of the customer.
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Question 12 of 28
12. Question
Fill in the blank:
__________ is the process of changing from one phase to another.
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Question 13 of 28
13. Question
Fill in the blank:
__________ is to identify from a previous encounter and acknowledge the existence of.
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Question 14 of 28
14. Question
True or False:
You must take NDRs personally to overcome them.
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Question 15 of 28
15. Question
Select all that apply:
To handle a Natural Defensive Reaction you must:
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Question 16 of 28
16. Question
True or False:
You will get more NDRs after you have gained the customer’s trust.
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Question 17 of 28
17. Question
True or False:
You need to know how to put the customer’s fears to rest.
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Question 18 of 28
18. Question
True or False:
Most NDRs are easy to anticipate and handle.
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Question 19 of 28
19. Question
True or False:
NDRs can come out of no where and you need to be prepared for them.
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Question 20 of 28
20. Question
Select the right answer:
The R in REST stands for:
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Question 21 of 28
21. Question
Select the right answer:
The E in REST stands for:
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Question 22 of 28
22. Question
Select the right answer:
The S in REST stands for:
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Question 23 of 28
23. Question
Select the right answer:
The T in REST stands for:
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Question 24 of 28
24. Question
Select the right answer:
When a customer presents you with a Natural Defensive Response you need to:
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Question 25 of 28
25. Question
Which step on the REST process is this?
Salesperson says: “Most of the people I meet are doing the same.”
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Question 26 of 28
26. Question
Which step on the REST process is this?
Salesperson says: “Have you been to our dealership before?”
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Question 27 of 28
27. Question
Which step on the REST process is this?
Salesperson says: “Let me tell you a little about the process.”
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Question 28 of 28
28. Question
Which step on the REST process is this?
Salesperson says: “How does that sound?”
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