A customer objects that a product doesn't work, and the salesperson provides evidence proving otherwise. Which response strategy is demonstrated?

A customer objects that a product doesn't work, and the salesperson provides evidence proving otherwise. Which response strategy is demonstrated?

• A. Confirm
• B. Deny
• C. Capitalize
• D. Minimize

Answer: (B)

Countering a customer objection with evidence that contradicts the claim demonstrates the denial response strategy. Deny means directly refuting the customer's assertion when there is clear proof, so presenting evidence that the product does work is exactly denying the objection and moving toward resolution. This works because solid proof removes doubt and confirms reality for the customer. The other approaches would either validate the concern without disproving it (confirm), shift focus to benefits without addressing the specific claim (capitalize), or downplay the issue (minimize), but they don’t rebut the claim with evidence in the same direct way.

Countering a customer objection with evidence that contradicts the claim demonstrates the denial response strategy. Deny means directly refuting the customer's assertion when there is clear proof, so presenting evidence that the product does work is exactly denying the objection and moving toward resolution. This works because solid proof removes doubt and confirms reality for the customer. The other approaches would either validate the concern without disproving it (confirm), shift focus to benefits without addressing the specific claim (capitalize), or downplay the issue (minimize), but they don’t rebut the claim with evidence in the same direct way.