Exam 10: Responding to Objections

The buyer for the motel chain told the Interface carpet salesperson who was selling carpet made of corn instead of petroleum-based nylon, said, "I just have to believe that if I need replacement carpet tile down the road that Interface will not have them because this is some kind of environmental fad." The Interface carpet salesperson responded, "I can assure you the product is not a fad. Interface would not have invested millions of dollars in perfecting this technology if it were a fad." Why is the use of direct denial imprudent in this situation?

"Yes, I know our resort facility is a long way from the city, but you'll find that the quiet and beauty of the area is conducive to very productive executive retreats. The sales rep for the resort was using the _____ to deal with a customer's objections.

A product's value must be established before time is spent discussing price.

Which of the following would BEST be classified as an objection to the features of the good or service the salesperson is selling?

Which of the following is NOT an example of the "I don't like your company" objection?

If a salesperson uses the postponing method of responding to an objection and the prospect obstinately insists on an answer now, the salesperson should:

Which of the following is identified by the text as an underlying reason why buyers raise objections?

Salespeople most often use the postponement technique to handle the _____ objection when it comes early in the sales presentation.

The referral method of responding to objections:

Many people think postponing action is an effective way to say "no."

Indirect denial should:

How can a salesperson separate excuses from objections?

When the buyer asked the price of the Ross meat slicer, the company's salesperson said, "If you don't mind, could we discuss that later after I show you how this slicer can handle everything from steaks to onions. Ross's salesperson was using the _____ method to respond to the buyer's objections.

Which of the following is NOT one of the five major types of objections?

The sequence of the referral method is important. Which of the following illustrates the correct sequence for the method?

In which type of selling do salespeople have the greatest difficulty establishing a need in the buyer's mind?

The acknowledge method of responding to objections should be used if the objection raised is factually false.

Kerry encounters far more objections at the point in a sales call when he actually attempts to gain buyer commitment than at any other time. This pattern suggests he:

While a salesperson was trying to describe a new textbook, the professor began to complain about the rising cost of textbooks. The salesperson responded with: "Yeah, it's not cheap to get a quality education these days." Then, after a pause, the salesperson continued, "Say, did I tell you who wrote the test bank that comes with this book?" Which method did the salesperson use to deal with this objection?

At the beginning of her presentation, the Tharp Systems salesperson said, "I know my company's bar code label printer is slightly more expensive than the other brands, but my brand is the only one designed to work with Microsoft Windows applications. This makes it easier for your employees to learn to use because it is similar in operation to other computer programs you already use at this supermarket." In this example, the salesperson is _____ an objection about the cost of the bar code printer.