Salesforce Sales-101 Exam - Topic 6 Question 8 Discussion

Actual exam question for Salesforce's Sales-101 exam

Question #: 8
Topic #: 6

[All Sales-101 Questions]

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

Show Suggested Answer

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.

by Carey at Nov 22, 2025, 07:01 PM

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Stevie

3 days ago

I think it's A) Attentive.

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Nancey

8 days ago

Definitely C) Empathetic!

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Levi

27 days ago

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

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Dustin

1 month ago

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

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Maryanne

1 month ago

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

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Tamala

1 month ago

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

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Lang

2 months ago

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

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Emilio

2 months ago

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

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Jacklyn

2 months ago

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

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Richelle

2 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.

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Luisa

2 months ago

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

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Francine

2 months ago

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

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Rocco

3 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.

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Carrol

3 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.

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Francoise

3 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.

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Trina

3 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?

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Kerrie

3 months ago

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

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Tiara

4 months ago

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

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Andrew

4 months ago

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

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Muriel

4 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.

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Olive

4 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.

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