Exam 10: Responding to Objections

Briefly discuss the benefits of the compensation method of responding to objections.

Customers value sales representatives who go out of their way to help with problems and promotions.

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as:

As Shirley responded to a personnel director's concerns about changing to the health-care plan her firm offered,she said,"I can see why you feel that way.We do have a lot of forms to fill out.Others felt the same way,but they found that it is not nearly as cumbersome as they expected.Here's a letter from…." Which method is Shirley using to respond to this objection?

When a golfing club manager says,"I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings," the Taylor salesperson responds,"I understand how you feel about the clubs.Another buyer felt the same way as you do until he tried the clubs for a month.He found them easy to use and that they actually improved his average score." Which method of dealing with objections is the Taylor salesperson using?

Karla has just learned about the friendly silent questioning stare method (FSQS)of responding to objections.She uses it in a meeting with a prospect the next day.In this context,Karla is using a(n)_____ method of probing.

"I realize that our barcode label printer is more expensive than others that you may be looking at,but the Zelton barcode label printer is designed for Microsyne operating systems.Your employees will be able to learn how to operate our machine much faster than the other brands because of their familiarity with Microsyne.You won't experience any loss in productivity as this printer is synced with your system.It takes up to two weeks for employees to become comfortable using some of the other barcode label printers on the market." Which method of dealing with objections is the Zelton Systems salesperson using in this example?

Sellers need to maintain a positive attitude,even with rude,hard-to-get-along-with prospects.

Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers,he had trouble with its purchasing agent who seemed to dislike Alain because Alain was born in France and spoke with a French accent.Alain lost a sale once because the purchasing agent complained that he couldn't understand Alain's accent.Alain had promised delivery in two weeks,but the agent said that he had needed the order to be filled in two days.Because of problems like this and other condescending remarks made by the agent,a _____ would be the best option for Alain's company.

Gary objected to the high cost of the copier that Lynette was suggesting his office purchase.Lynette stated,"The initial price is one of the highest on the market,but this copier offers the fastest output rates available on the market and it has one of the best maintenance records in the industry.This will assist you in meeting those critical production deadlines you told me about." Lynette is using the _____ method to respond to Gary.

Brian is making a presentation to a group of buyers.He knows he will encounter objections.Which of the following is NOT one of the strategies he should use to address an objection when selling to the group?

Under what conditions should a salesperson make use of the direct denial method for handling objections? When should the method not be used?

With the _____ method of responding to objections,the salesperson turns the objection into a reason for buying the product or service.

No exact formula has been devised to separate excuses from real objections.

Which of the following is an example of an objection related to price?

The compensation method of responding to objections is often referred to as the superior benefit method because:

Successful salespeople make sure they have the most current pricing information available to them.

What is the postponement method of responding to objections? What are its disadvantages?

Salespeople should do everything they can to encourage buyers to voice concerns or questions.

"I agree,sir,that the valve buttons on this brand of aerosol paint are very difficult to remove,and you will be glad they are.They are made that way to prevent children,who might sneak into your garage to play,from painting everywhere,accidentally harming themselves,and so on." Which of the following methods for responding to objections has been used in this scenario to convince the customer?