Question 1

Lillian cringes when customers make objections during her sales presentation. Buyer's objections:

Accepted Answer

A) should never be encouraged. 
B) should always be made after the sales presentation. 
C) are the equivalent to a refusal to buy. 
D) are most useful when they remain hidden. 
E) are accurately described by none of the above 
A) should never be encouraged. 
B) should always be made after the sales presentation. 
C) are the equivalent to a refusal to buy. 
D) are most useful when they remain hidden. 
E) are accurately described by none of the above

Question 2

The revisit method of responding to objections:

Accepted Answer

A) calls for the salesperson to admit he or she doesn't know the answer to the prospect's concern, but to offer to find out. 
B) turns the objection into a reason to buy. 
C) attempts to reduce the significance of the objection in the prospect's mind. 
D) questions the prospect's sincerity in offering the objection. 
E) attempts to have the prospect answer their objection. 
A) calls for the salesperson to admit he or she doesn't know the answer to the prospect's concern, but to offer to find out. 
B) turns the objection into a reason to buy. 
C) attempts to reduce the significance of the objection in the prospect's mind. 
D) questions the prospect's sincerity in offering the objection. 
E) attempts to have the prospect answer their objection.

Question 3

A person, who says, "Your price is too high," may actually be thinking, "Your quality is too low."

Accepted Answer

A) True 
 B)False

Question 4

One common method for dealing with a prospect's objections is the acknowledge method. When should this method NOT be used?

Accepted Answer

The acknowledge method should not be use

Question 5

The prospect said, "No shoe company can provide shoes for every member of my crew. I have a woman on the crew that wears a size 5 narrow and a 6'8" man whose foot is big enough to wear the shoe box." The Red Wing shoe salesperson responded, "I know that crews can have a wide size range and that's exactly why you need to buy Red Wing shoes. We have several styles of work boots in every size imaginable." What method for handling objections was used here?

Accepted Answer

The answer of The prospect said, "No shoe company can...

Question 6

Ever since Alain first called on Premier Meat Packers, he has had trouble dealing with its purchasing agent who seems to resent the fact that Alain was born in France and speaks with a French accent. Alain actually lost a sale because the Premier agent contended that he couldn't understand Alain's accent. The agent thought Alain had promised delivery in two weeks, and the agent needed the order filled in two days. Due to problems like this and other condescending remarks made by the agent, a _____ is the best action for Alain's company.

Accepted Answer

A) pressure transfer 
B) conversion 
C) turnover 
D) clean sweep 
E) territory waiver 
A) pressure transfer 
B) conversion 
C) turnover 
D) clean sweep 
E) territory waiver

Question 7

The Interface carpet salesperson knew the motel chain buyer would be skeptical that carpet made from corn could be as soft and pliable as carpet made from nylon, so he brings both types of carpet tile to the sale and lets the buyer examine them closely. What was the carpet salesperson doing when he invited to buyer to look at the carpet tile before actually beginning his sales presentation?

Accepted Answer

forestalli

Question 8

To postpone an objection is to ask permission to answer the question at a later time.

Accepted Answer

A) True 
 B)False

Question 9

The sailor who was preparing to join a crew sailing a clipper ship replica from New York to the coast of France told the Panasonic salesperson, "I'd love to record the trip on a computer, but there is no computer in the world that can withstand the weather conditions we're likely to run into." The salesperson responded, "I understand what you are saying, and I agree that five years ago there was not a laptop computer anywhere that could withstand extreme water conditions. But Panasonic has developed the CF-M34 laptop, specifically for rough weather conditions. It was tested on oil well drilling platforms under the most rigorous conditions, and the CF-M34 never failed to operate as expected." What method for handling objections did the salesperson use?

Accepted Answer

indirect d

Question 10

As Thomas described his firm's landscape maintenance program to the buyer for Allentown Medical Center, the buyer interrupted, "Your program sounds like a winner, but I'm not interested in doing business because start-up landscaping firms go in and out of business in just a few months." Thomas responded with, "I'm sorry but that simply is not true of our firm. We have been in the business for over 15 years." Thomas's response is an example of what method of responding to objections?

Accepted Answer

A) compensation 
B) indirect denial 
C) direct denial 
D) referral 
E) postpone 
A) compensation 
B) indirect denial 
C) direct denial 
D) referral 
E) postpone

Question 11

With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now.

Accepted Answer

A) buy-now 
B) bounceback 
C) revisit 
D) ricochet 
E) backfire 
A) buy-now 
B) bounceback 
C) revisit 
D) ricochet 
E) backfire

Question 12

There are several companies that work with manufacturers to prevent unscheduled downtimes by providing equipment maintenance and lubrication. A salesperson for Mobil Oil, whose subsidiary Mobil Planned Engineering Service is one of the providers of such a service, could use _____ to build value.

Accepted Answer

A) brand image 
B) egotism 
C) company reputation 
D) the salesperson 
E) services 
A) brand image 
B) egotism 
C) company reputation 
D) the salesperson 
E) services

Question 13

Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is:

Accepted Answer

A) try to look at the objection from the customer's viewpoint 
B) determine which services are most important to the average customer and sell them 
C) sell the importance of being able to communicate in multiple languages rather than the price 
D) adjust the presentation and offer fewer language options 
E) try to lower the price by eliminating certain services the prospect can perform in-house 
A) try to look at the objection from the customer's viewpoint 
B) determine which services are most important to the average customer and sell them 
C) sell the importance of being able to communicate in multiple languages rather than the price 
D) adjust the presentation and offer fewer language options 
E) try to lower the price by eliminating certain services the prospect can perform in-house

Question 14

When responding to a buyer's objection, a salesperson should:

Accepted Answer

A) listen as though you have never heard that objection before 
B) hand the buyer a testimonial or other visual aid refuting that point as soon as you recognize the objection 
C) take that lull in your presentation as time to make sure the rest of your presentation notes are organized 
D) raise your hand and stop the buyer's objection as soon as you recognize it 
E) do none of the above 
A) listen as though you have never heard that objection before 
B) hand the buyer a testimonial or other visual aid refuting that point as soon as you recognize the objection 
C) take that lull in your presentation as time to make sure the rest of your presentation notes are organized 
D) raise your hand and stop the buyer's objection as soon as you recognize it 
E) do none of the above

Question 15

Professor Donoho uses a nonverbal probing technique called FSQS or:

Accepted Answer

A) frequent situational questioning satire 
B) forestalling situational question sequence 
C) feasible selective queue silence 
D) friendly silent questioning stare 
E) favorite singular question set 
A) frequent situational questioning satire 
B) forestalling situational question sequence 
C) feasible selective queue silence 
D) friendly silent questioning stare 
E) favorite singular question set

Question 16

A buyer, who says, "You promised two-week delivery, but our last order took a month to arrive," is objecting to your product features.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following actions exhibits the positive attitude necessary to handle objections properly?

Accepted Answer

A) Treat the prospect as an adversary. 
B) When you're right, don't be afraid to argue. 
C) Pretend to be empathetic. 
D) Answer sincerely. 
E) Do all of the above. 
A) Treat the prospect as an adversary. 
B) When you're right, don't be afraid to argue. 
C) Pretend to be empathetic. 
D) Answer sincerely. 
E) Do all of the above.

Question 18

Responding to objections when selling to groups requires special attention. What strategies should be used to address objections in group sales presentations?

Accepted Answer

Rephrase the objection and try to get a

Question 19

If the buyer objects to gain more information, the possibility of getting commitment is good.

Accepted Answer

A) True 
 B)False

Question 20

In "Use Technology to Prepare for Objections" the author recommends emailing potential objections to satisfied customers and ask their advice.

Accepted Answer

A) True 
 B)False

Lillian cringes when customers make objections during her sales presentation. Buyer's objections:

The revisit method of responding to objections:

A person, who says, "Your price is too high," may actually be thinking, "Your quality is too low."

One common method for dealing with a prospect's objections is the acknowledge method. When should this method NOT be used?

To postpone an objection is to ask permission to answer the question at a later time.

With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now.

There are several companies that work with manufacturers to prevent unscheduled downtimes by providing equipment maintenance and lubrication. A salesperson for Mobil Oil, whose subsidiary Mobil Planned Engineering Service is one of the providers of such a service, could use _____ to build value.

Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is:

When responding to a buyer's objection, a salesperson should:

Professor Donoho uses a nonverbal probing technique called FSQS or:

A buyer, who says, "You promised two-week delivery, but our last order took a month to arrive," is objecting to your product features.

Which of the following actions exhibits the positive attitude necessary to handle objections properly?

Responding to objections when selling to groups requires special attention. What strategies should be used to address objections in group sales presentations?

If the buyer objects to gain more information, the possibility of getting commitment is good.

In "Use Technology to Prepare for Objections" the author recommends emailing potential objections to satisfied customers and ask their advice.

Selling and Sales-People

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strength-Ening the Presentation

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters

Exam 10: Responding to Objections

Lillian cringes when customers make objections during her sales presentation. Buyer's objections:

The revisit method of responding to objections:

A person, who says, "Your price is too high," may actually be thinking, "Your quality is too low."

One common method for dealing with a prospect's objections is the acknowledge method. When should this method NOT be used?

To postpone an objection is to ask permission to answer the question at a later time.

With the _____ method of responding to objections, the salesperson turns the objection into a reason for acting now.

There are several companies that work with manufacturers to prevent unscheduled downtimes by providing equipment maintenance and lubrication. A salesperson for Mobil Oil, whose subsidiary Mobil Planned Engineering Service is one of the providers of such a service, could use _____ to build value.

Constance sells a multilingual information service. She has just encountered a price objection from a prospective client. Applying the two-step approach to this objection, the first thing she should do is:

When responding to a buyer's objection, a salesperson should:

Professor Donoho uses a nonverbal probing technique called FSQS or:

A buyer, who says, "You promised two-week delivery, but our last order took a month to arrive," is objecting to your product features.

Which of the following actions exhibits the positive attitude necessary to handle objections properly?

Responding to objections when selling to groups requires special attention. What strategies should be used to address objections in group sales presentations?

If the buyer objects to gain more information, the possibility of getting commitment is good.

In "Use Technology to Prepare for Objections" the author recommends emailing potential objections to satisfied customers and ask their advice.

Selling and Sales-People

Ethical and Legal Issues in Selling

Buying Behavior and the Buying Process

Using Communication Principles to Build Relationships

Adaptive Selling for Relationship Building

Prospecting

Planning the Sales Call

Making the Sales Call

Strength-Ening the Presentation

Obtaining Commitment

Formal Negotiating

Building Partnering Relationships

Building Long-Term Partnerships

Managing Your Time and Territory

Managing Within Your Company

Managing Your Career

Filters