Question 1

When a buyer expresses resistance because he or she is loyal to another supplier, which type of objection is being raised?

Accepted Answer

A)  value objection 
B)  company or source objection 
C)  need objection 
D)  product or service objection 
A)  value objection 
B)  company or source objection 
C)  need objection 
D)  product or service objection

Question 2

What is the term for a buyer's objection to a product or service during a sales presentation, or anything that slows down the buying process?

Accepted Answer

A)  selling impediment 
B)  sales resistance 
C)  selling point 
D)  sales friction 
A)  selling impediment 
B)  sales resistance 
C)  selling point 
D)  sales friction

Question 3

Red light statements made by the buyer indicate minor resistance and should be all but ignored by the salesperson.

Accepted Answer

A) True 
 B)False

Question 4

When a buyer tells the salesperson "no," the salesperson should ask probing questions to find out why he or she is saying no.

Accepted Answer

A) True 
 B)False

Question 5

Which statement best summarizes how the salesperson's view of sales resistance has changed over the years?

Accepted Answer

A)  Salespeople continue to view any resistance as a threat to the sale. 
B)  The raising of an objection usually indicates faulty execution of the sales dialogue. 
C)  Salespeople believe resistance has increased due to advanced online activity. 
D)  Sales resistance is considered a normal and natural part of a sales conversation and indicates interest on the part of the buyer. 
A)  Salespeople continue to view any resistance as a threat to the sale. 
B)  The raising of an objection usually indicates faulty execution of the sales dialogue. 
C)  Salespeople believe resistance has increased due to advanced online activity. 
D)  Sales resistance is considered a normal and natural part of a sales conversation and indicates interest on the part of the buyer.

Question 6

The compensation method for handling objections turns a reason not to buy into a reason to buy.

Accepted Answer

A) True 
 B)False

Question 7

"How quickly can you deliver the product?" is an example of a commitment signal.

Accepted Answer

A) True 
 B)False

Question 8

In contrast to earlier beliefs, sales resistance is regarded today as an indicator of buyer interest and should be considered an opportunity to sell.

Accepted Answer

A) True 
 B)False

Question 9

"I can understand why you feel that way regarding the difficulty of using this type of software. We have had a number of customers in the past who felt the same way. However, we have found that by conducting intensive employee training during installation and using the self-help functions built into the program, these concerns were never an issue." Which approach for handling objections does this statement illustrate?

Accepted Answer

A)  translation or boomerang 
B)  third-party reinforcement 
C)  indirect denial 
D)  compensation 
A)  translation or boomerang 
B)  third-party reinforcement 
C)  indirect denial 
D)  compensation

Question 10

What is the term for a type of response to buyer objections in which the salesperson answers the objection during the presentation before the buyer has a chance to ask it?

Accepted Answer

A)  forestalling 
B)  questioning or assessing 
C)  indirect denial 
D)  translation or boomerang 
A)  forestalling 
B)  questioning or assessing 
C)  indirect denial 
D)  translation or boomerang

Question 11

The salesperson should initiate trial commitments to test for the prospect's readiness to buy.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following techniques for earning commitment is "Which of the three models of the equipment presented do you think best suits your needs?" an example of?

Accepted Answer

A)  direct commitment 
B)  alternative or legitimate choice 
C)  summary commitment 
D)  balance sheet commitment 
A)  direct commitment 
B)  alternative or legitimate choice 
C)  summary commitment 
D)  balance sheet commitment

Question 13

Which of the following is one of the most difficult types of objections to overcome?

Accepted Answer

A)  value related 
B)  quality or performance related 
C)  functional 
D)  loyalty to a competitor 
A)  value related 
B)  quality or performance related 
C)  functional 
D)  loyalty to a competitor

Question 14

Mitchell received an objection regarding the expected performance of his product. He acknowledged that he was aware of the concern and agreed that it was an important issue to the buyer. Using the process recommended in the textbook for negotiating buyer resistance, what should he do next?

Accepted Answer

A)  ask assessment questions to better understand the buyer's situation 
B)  clarify exactly what reasons the buyer has for believing this information 
C)  respond to the issue directly by citing objective third-party statistics 
D)  anticipate how the prospect will react to being proven incorrect 
A)  ask assessment questions to better understand the buyer's situation 
B)  clarify exactly what reasons the buyer has for believing this information 
C)  respond to the issue directly by citing objective third-party statistics 
D)  anticipate how the prospect will react to being proven incorrect

Question 15

Which type of sales resistance do salespeople face most often?

Accepted Answer

A)  quality concerns 
B)  price concerns 
C)  trust concerns 
D)  performance concerns 
A)  quality concerns 
B)  price concerns 
C)  trust concerns 
D)  performance concerns

Question 16

Today's buyers are more likely to be less tolerant of traditional closing techniques.

Accepted Answer

A) True 
 B)False

Question 17

Jeremy is interested in buying a number of cars for his company. He likes a particular car a salesperson has shown him, but expresses concern about the fact that the car's engine is not as powerful as others he is considering. Which statement best illustrates how a salesperson could use the translation method to handle Jeremy's concern?

Accepted Answer

A)  Yes, the engine is less powerful, but the car comes with several other options you said you wanted. 
B)  Because the engine is less powerful it is more fuel efficient, which means your company will save money. 
C)  You're mistaken; the engine has the same amount of power as the others you were considering. 
D)  The performance of the vehicle in question is superior to all of the others considered, so why do you want an engine that has more power? 
A)  Yes, the engine is less powerful, but the car comes with several other options you said you wanted. 
B)  Because the engine is less powerful it is more fuel efficient, which means your company will save money. 
C)  You're mistaken; the engine has the same amount of power as the others you were considering. 
D)  The performance of the vehicle in question is superior to all of the others considered, so why do you want an engine that has more power?

Question 18

Price objections are the most difficult to overcome.

Accepted Answer

A) True 
 B)False

Question 19

What is the term for a response to buyer objections in which the salesperson converts the objection into a reason that the prospect should buy?

Accepted Answer

A)  translation or boomerang 
B)  questioning or assessing 
C)  indirect denial 
D)  compensation 
A)  translation or boomerang 
B)  questioning or assessing 
C)  indirect denial 
D)  compensation

Question 20

Which type of objection is a buyer raising when he or she expresses concern about the product's ability to function properly?

Accepted Answer

A)  value objection 
B)  company or source objection 
C)  need objection 
D)  product or service objection 
A)  value objection 
B)  company or source objection 
C)  need objection 
D)  product or service objection

When a buyer expresses resistance because he or she is loyal to another supplier, which type of objection is being raised?

What is the term for a buyer's objection to a product or service during a sales presentation, or anything that slows down the buying process?

Red light statements made by the buyer indicate minor resistance and should be all but ignored by the salesperson.

When a buyer tells the salesperson "no," the salesperson should ask probing questions to find out why he or she is saying no.

Which statement best summarizes how the salesperson's view of sales resistance has changed over the years?

The compensation method for handling objections turns a reason not to buy into a reason to buy.

"How quickly can you deliver the product?" is an example of a commitment signal.

In contrast to earlier beliefs, sales resistance is regarded today as an indicator of buyer interest and should be considered an opportunity to sell.

What is the term for a type of response to buyer objections in which the salesperson answers the objection during the presentation before the buyer has a chance to ask it?

The salesperson should initiate trial commitments to test for the prospect's readiness to buy.

Which of the following techniques for earning commitment is "Which of the three models of the equipment presented do you think best suits your needs?" an example of?

Which of the following is one of the most difficult types of objections to overcome?

Mitchell received an objection regarding the expected performance of his product. He acknowledged that he was aware of the concern and agreed that it was an important issue to the buyer. Using the process recommended in the textbook for negotiating buyer resistance, what should he do next?

Which type of sales resistance do salespeople face most often?

Today's buyers are more likely to be less tolerant of traditional closing techniques.

Price objections are the most difficult to overcome.

What is the term for a response to buyer objections in which the salesperson converts the objection into a reason that the prospect should buy?

Which type of objection is a buyer raising when he or she expresses concern about the product's ability to function properly?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters

Exam 8: Addressing Concerns and Earning Commitment

When a buyer expresses resistance because he or she is loyal to another supplier, which type of objection is being raised?

What is the term for a buyer's objection to a product or service during a sales presentation, or anything that slows down the buying process?

Red light statements made by the buyer indicate minor resistance and should be all but ignored by the salesperson.

When a buyer tells the salesperson "no," the salesperson should ask probing questions to find out why he or she is saying no.

Which statement best summarizes how the salesperson's view of sales resistance has changed over the years?

The compensation method for handling objections turns a reason not to buy into a reason to buy.

"How quickly can you deliver the product?" is an example of a commitment signal.

In contrast to earlier beliefs, sales resistance is regarded today as an indicator of buyer interest and should be considered an opportunity to sell.

What is the term for a type of response to buyer objections in which the salesperson answers the objection during the presentation before the buyer has a chance to ask it?

The salesperson should initiate trial commitments to test for the prospect's readiness to buy.

Which of the following techniques for earning commitment is "Which of the three models of the equipment presented do you think best suits your needs?" an example of?

Which of the following is one of the most difficult types of objections to overcome?

Mitchell received an objection regarding the expected performance of his product. He acknowledged that he was aware of the concern and agreed that it was an important issue to the buyer. Using the process recommended in the textbook for negotiating buyer resistance, what should he do next?

Which type of sales resistance do salespeople face most often?

Today's buyers are more likely to be less tolerant of traditional closing techniques.

Price objections are the most difficult to overcome.

What is the term for a response to buyer objections in which the salesperson converts the objection into a reason that the prospect should buy?

Which type of objection is a buyer raising when he or she expresses concern about the product's ability to function properly?

Overview of Personal Selling

Building Trust and Sales Ethics

Understanding Buyers

Communication Skills

Strategic Prospecting and Preparing for Sales Dialogue

Planning Sales Dialogues and Presentations

Sales Dialogue

Expanding Customer Relationships

Adding Value

Sales Management and Sales 2.0

Filters