Exam 10: Responding to Objections

When do buyers raise objections?

It has become clear the buyer at Leapheart Construction doesn't think April can handle her job as a supplier sales rep. She has been one of her firm's three most successful sales reps for the past seven years, and was recently assigned the Leapheart account due to a corporate restructuring. Leapheart in recent years has purchased about $15,000 worth of materials per quarter, but since April took the account, the volume has dropped drastically. Most of her sales calls end when the buyer, Sam, says something like, "Look, little lady, I don't need someone like you in here telling me how to build houses. Why don't you just run along and bake some cookies or something." April has been professional in every way, but now believes for the good of her firm the account should be given to a different salesperson who Sam might find more acceptable. The person who will handle the account in the future is Wayne. The change is called a(n):

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

Selling a new and different good, service, or idea is called:

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

If the prospect legitimately offers the "no money" objection, the salesperson should give up trying to sell to him or her.

For what type of objection will the salesperson be most likely to use the postpone method of dealing with the prospect's objections?

What can salespeople do about predictable objections?

When a prospect offers an opinion or a valid objection what are the five methods a salesperson can use to respond to the objection?

Dan should encourage his customers to limit their objections to major issues so valuable sales time isn't wasted on trivia.

What strategy will many selling firms use when the buyer has difficulty dealing with a particular salesperson?

When dealing with objections, successful salespeople:

In the opening profile Rachel Gober has found four keys to handling objections including all of the following EXCEPT:

In "This is Not How to Handle Objections" the author suggests the offer of sexual favors is an effective way to overcome resistance among mortgage brokers to switch to a different mortgage wholesaler.

Al Young is an environmentalist, and he is talking to a salesperson about the possibility of getting a computer notebook to take on a trip to the Brazilian rainforest. "You just have to realize what kind of weather conditions we operate in--high humidity, heat, and torrential rains are every day occurrences." The salesperson responded, "I know how you feel. It's hard to believe the Panasonic CF-M34 can withstand extreme environments. John Myers, felt the same way when he got a CF-M34 to take with him when he went out on an oil drilling platform in the North Sea. He found the CF-M34 operated well in extreme weather conditions and has recommended the notebook to several friends." What method of handling objections was used here?

An experienced salesperson can anticipate as many as 80 percent of the objections prospects will offer.

The prospect wants a notebook computer to take with him on an archeological dig in the Yucatan peninsula, "I just can't believe there is a notebook computer made that can withstand the weather extremes that I'm likely to find at the dig." The salesperson handed him a letter from a customer that had taken a Panasonic CF-M34 with her on a trip to the Brazilian rainforest. The letter was extremely complementary of how the CF-M34 notebook operated in extreme weather conditions and when held in awkward positions. What method of handling objections did the salesperson use?

The results of a study suggest that salespeople are too quick to offer _____________ when that is not the customer's real objection.

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

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