A customer objects that the initial setup takes time, and the salesperson downplays the impact, saying it is a one-time process. Which response strategy is demonstrated?

A customer objects that the initial setup takes time, and the salesperson downplays the impact, saying it is a one-time process. Which response strategy is demonstrated?

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

Answer: (C)

The key idea is choosing a response that reduces the perceived burden by reframing the issue as temporary. By saying the setup is “a one-time process,” the salesperson minimizes the ongoing impact and redirects attention to the long-term value, making the customer feel the initial hassle won’t repeat. This downplaying helps move the conversation toward a yes by lowering the perceived cost of adopting the product. This fits because the objection is about time and disruption up front, and the best way to prevent that concern from stalling the deal is to recast it as a short-term hurdle with lasting upside. If you denounced the concern outright, or suggested the impact isn’t real, you’d risk damaging trust. If you tried to capitalize, you’d be pushing the positives in a way that can feel inflated. If you merely confirmed the concern, you’d acknowledge it but wouldn’t actively reduce its weight or steer the decision.

The key idea is choosing a response that reduces the perceived burden by reframing the issue as temporary. By saying the setup is “a one-time process,” the salesperson minimizes the ongoing impact and redirects attention to the long-term value, making the customer feel the initial hassle won’t repeat. This downplaying helps move the conversation toward a yes by lowering the perceived cost of adopting the product.

This fits because the objection is about time and disruption up front, and the best way to prevent that concern from stalling the deal is to recast it as a short-term hurdle with lasting upside. If you denounced the concern outright, or suggested the impact isn’t real, you’d risk damaging trust. If you tried to capitalize, you’d be pushing the positives in a way that can feel inflated. If you merely confirmed the concern, you’d acknowledge it but wouldn’t actively reduce its weight or steer the decision.