The employees of a home improvement warehouse are expert craftspeople who enjoy giving their customers advice about do-it- yourself projects. The employees' advice increases the ____________________ utility of their goods.
A customer in a computer store tells the salesperson, “I can’t buy this software program. I don’t understand the directions.” The salesperson’s replies, “Let’s read over the directions together. What is the first direction you find confusing?” What method of handling objections is the salesperson using?