Discuss Salesforce Sales-101 Exam Topic 6 Question 8

A sales representative is given an objection and shows respect for the customer's opinion.

What level of listening is the sales rep leveraging?

AAttentive

BSelective

CEmpathetic

Suggested Answer: C

Empathetic listening is the level of listening that the sales rep is leveraging when they show respect for the customer's opinion after receiving an objection. An objection is a reason or concern that the customer has for not buying the product or service that the sales rep offers. Empathetic listening is a type of listening that involves understanding and sharing the feelings and emotions of the customer, as well as acknowledging and validating their perspective. Empathetic listening helps to build trust and rapport, reduce resistance, and resolve objections.

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34 comments · newest first

Sylvie 6 months ago

But C) Empathetic is stronger. It shows genuine care for the customer.

Beckie 6 months ago

A) Attentive makes sense too. Listening is key in sales.

Charolette 7 months ago

I agree with C) Empathetic. It’s about connecting emotionally.

Mollie 7 months ago

I’m leaning towards A) Attentive. They need to listen closely too.

Buffy 7 months ago

I think it's C) Empathetic. Respecting opinions shows understanding.

Larue 7 months ago

Wait, are we sure it's not just basic listening?

Gracia 7 months ago

Totally agree, empathy is key!

Mariko 7 months ago

Really? I thought it was B) Selective.

Stevie 8 months ago

I think it's A) Attentive.

Nancey 8 months ago

Definitely C) Empathetic!

Levi 8 months ago

A) Attentive, because the sales rep is just listening closely, not necessarily being empathetic. Although, maybe they should try "selective hearing" instead.

Dustin 9 months ago

C) Empathetic, without a doubt. Respecting the customer's opinion is the ultimate sales listening skill.

Maryanne 9 months ago

B) Selective, because the sales rep is only focused on the objection, not the full context.

Tamala 9 months ago

C) Empathetic, for sure. Showing respect is the key to effective sales listening.

Lang 9 months ago

Hmm, I'd go with A) Attentive. The sales rep is just paying close attention to the customer, not necessarily being empathetic.

Emilio 9 months ago

C) Empathetic, no doubt. Respecting the customer's opinion is the hallmark of empathetic listening.

Jacklyn 9 months ago

Definitely C) Empathetic. Showing respect for the customer's opinion is a clear sign of empathetic listening.

Richelle 10 months ago

I think the correct answer is C) Empathetic. The sales rep is showing respect for the customer's opinion, which requires empathetic listening.

Luisa 10 months ago

I’m a bit confused; I thought selective listening was more about picking out key points. Does that apply here?

Francine 10 months ago

I practiced a question like this before, and I feel like empathetic listening fits best since it involves understanding feelings.

Rocco 10 months ago

Ah, I think I've got it! The sales rep is responding to an objection, so they need to be really tuned in to the customer's concerns. That sounds like empathetic listening to me - C is the answer.

Carrol 10 months ago

Empathetic listening for sure. The question states the sales rep is "showing respect for the customer's opinion," which is the definition of empathetic listening - trying to understand the customer's perspective.

Francoise 10 months ago

I'm a little unsure on this one. Is attentive listening also about respecting the customer's opinion? Or is empathetic listening the only one that specifically mentions that? I might have to guess on this.

Trina 11 months ago

I'm not entirely sure, but I remember something about attentive listening being about focusing on the speaker. Could it be that one?

Kerrie 11 months ago

I think the sales rep is using empathetic listening because they respect the customer's opinion, right?

Tiara 11 months ago

B) Selective is the way to go. The sales rep is only listening to the objection, not the whole conversation.

Andrew 11 months ago

Definitely C) Empathetic. It builds trust with the customer.

Muriel 11 months ago

Okay, let's think this through. The sales rep is showing respect for the customer's objection, so they're probably trying to really understand where the customer is coming from. I'd go with C) Empathetic.

Olive 12 months ago

Hmm, this one seems tricky. I think the key is to focus on the idea of "respect for the customer's opinion" - that sounds like empathetic listening to me.

Dawne 4 months ago

↳ replying to Olive

I think empathetic listening builds trust in the relationship.

Rex 4 months ago

↳ replying to Olive

True, but empathy really connects with the customer.

Darell 4 months ago

↳ replying to Olive

But what about attentive listening? Isn't that important too?

Katina 6 months ago

↳ replying to Olive

Definitely! Empathetic listening is crucial in sales.

Stefany 6 months ago

↳ replying to Olive

I agree, respecting opinions shows empathy.

Salesforce Sales-101 Exam - Topic 6 Question 8 Discussion