Question 1

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

Accepted Answer

A)  "You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure." 
B)  "The lifelike quality of your silk flowers is just not worth the extra costs your company charges." 
C)  "I need to take some time and consider if I want to pay $3,500 for an industrial-strength vacuum cleaner." 
D)  "I have always considered Nitrile gloves to be of superior quality and have never considered buying another brand." 
E)  "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer had shown up drunk at a performance." 
A)  "You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure." 
B)  "The lifelike quality of your silk flowers is just not worth the extra costs your company charges." 
C)  "I need to take some time and consider if I want to pay $3,500 for an industrial-strength vacuum cleaner." 
D)  "I have always considered Nitrile gloves to be of superior quality and have never considered buying another brand." 
E)  "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer had shown up drunk at a performance."

Question 2

Which of the following would be classified as an objection related to the source?

Accepted Answer

A)  "Isn't your company new in this field? I'm not sure if I can take this risk." 
B)  "How do I know you'll meet that delivery schedule?" 
C)  "We can't make a reasonable profit if we have to pay that much for merchandise." 
D)  "Sorry, we're all stocked up." 
E)  "I was looking for a lighter shade of red." 
A)  "Isn't your company new in this field? I'm not sure if I can take this risk." 
B)  "How do I know you'll meet that delivery schedule?" 
C)  "We can't make a reasonable profit if we have to pay that much for merchandise." 
D)  "Sorry, we're all stocked up." 
E)  "I was looking for a lighter shade of red."

Question 3

Howard plans to take a notebook computer with him on an archeological dig in the Yucatan peninsula.He says to the seller,"I just can't believe there is a notebook computer able to withstand the weather extremes that I'm likely to find at the dig." The salesperson immediately hands him a letter from a customer who had taken with her on a trip to the Brazilian rainforest a notebook bought from the company.The letter was extremely complementary of how the notebook operated in extreme weather conditions and when held in awkward positions.What method of handling objections did the salesperson use?

Accepted Answer

The salesperson used the third

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A)  "Isn't your company new in this field?" 
B)  "I'm not sure I can trust what you're saying." 
C)  "We can't make a reasonable profit if we have to pay that much for merchandise." 
D)  "Sorry, we're all stocked up." 
E)  "I was looking for a darker shade of green." 
A)  "Isn't your company new in this field?" 
B)  "I'm not sure I can trust what you're saying." 
C)  "We can't make a reasonable profit if we have to pay that much for merchandise." 
D)  "Sorry, we're all stocked up." 
E)  "I was looking for a darker shade of green."

Question 6

When dealing with objections,successful salespeople:

Accepted Answer

A)  anticipate the objections and prepare helpful responses. 
B)  make sure the objection is not just an excuse. 
C)  relax and listen and never interrupt the buyer. 
D)  forestall known concerns before they arise. 
E)  need to do all of the above. 
A)  anticipate the objections and prepare helpful responses. 
B)  make sure the objection is not just an excuse. 
C)  relax and listen and never interrupt the buyer. 
D)  forestall known concerns before they arise. 
E)  need to do all of the above.

Question 7

The indirect denial method is also called the feel-felt-found method.

Accepted Answer

A) True 
 B)False

Question 8

The worst type of objection is the one a buyer refuses to disclose because a hidden objection cannot be dealt with.

Accepted Answer

A) True 
 B)False

Question 9

The nonverbal probing technique called FSQS stands for:

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 10

Turnovers occasionally occur because a salesperson is failing to practice adaptive selling behaviors.

Accepted Answer

A) True 
 B)False

Question 11

It is better to have a prospect say,"No thanks," rather than voice their concerns during a presentation as this allows the salesperson to move on to other potential customers.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)  ambush marketing. 
B)  pioneer selling. 
C)  advocacy marketing. 
D)  original selling. 
E)  guerrilla marketing. 
A)  ambush marketing. 
B)  pioneer selling. 
C)  advocacy marketing. 
D)  original selling. 
E)  guerrilla marketing.

Question 13

Because her product is new and most potential buyers have never heard of it,Alberta can expect to encounter a lot of objections when she tries to set appointments.

Accepted Answer

A) True 
 B)False

Question 14

Direct denial should be used by salespeople when a prospect's objections are based on inaccurate information about the seller's firm.

Accepted Answer

A) True 
 B)False

Question 15

Indirect denial should:

Accepted Answer

A)  never be used if the prospect has raised a valid point. 
B)  be used only if the buyer's objection is used as a means of getting rid of the salesperson. 
C)  be used if the buyer is expressing his or her opinion. 
D)  be used to inform the prospect that the objection is unimportant. 
E)  be used if the buyer is accustomed to conducting trade-off analyses. 
A)  never be used if the prospect has raised a valid point. 
B)  be used only if the buyer's objection is used as a means of getting rid of the salesperson. 
C)  be used if the buyer is expressing his or her opinion. 
D)  be used to inform the prospect that the objection is unimportant. 
E)  be used if the buyer is accustomed to conducting trade-off analyses.

Question 16

After learning more about the customer's perspective related to the price objection,the next step is to sell value and quality rather than price.

Accepted Answer

A) True 
 B)False

Question 17

The use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections.

Accepted Answer

A)  compensation 
B)  indirect denial 
C)  boomerang 
D)  referral 
E)  acknowledge 
A)  compensation 
B)  indirect denial 
C)  boomerang 
D)  referral 
E)  acknowledge

Question 18

If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time,the salesperson should:

Accepted Answer

A)  answer the objection. 
B)  repeat the request for permission to postpone the objection. 
C)  directly refuse and continue with the original presentation plan. 
D)  attempt to change the subject. 
E)  ask to reschedule the appointment to a better time. 
A)  answer the objection. 
B)  repeat the request for permission to postpone the objection. 
C)  directly refuse and continue with the original presentation plan. 
D)  attempt to change the subject. 
E)  ask to reschedule the appointment to a better time.

Question 19

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

Accepted Answer

A)  submissive 
B)  bounceback 
C)  revisit 
D)  postpone 
E)  backfire 
A)  submissive 
B)  bounceback 
C)  revisit 
D)  postpone 
E)  backfire

Question 20

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

Accepted Answer

At times the buyer voices opin

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

Which of the following would be classified as an objection related to the source?

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

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

When dealing with objections,successful salespeople:

The indirect denial method is also called the feel-felt-found method.

The worst type of objection is the one a buyer refuses to disclose because a hidden objection cannot be dealt with.

The nonverbal probing technique called FSQS stands for:

Turnovers occasionally occur because a salesperson is failing to practice adaptive selling behaviors.

It is better to have a prospect say,"No thanks," rather than voice their concerns during a presentation as this allows the salesperson to move on to other potential customers.

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

Because her product is new and most potential buyers have never heard of it,Alberta can expect to encounter a lot of objections when she tries to set appointments.

Direct denial should be used by salespeople when a prospect's objections are based on inaccurate information about the seller's firm.

Indirect denial should:

After learning more about the customer's perspective related to the price objection,the next step is to sell value and quality rather than price.

The use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections.

If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time,the salesperson should:

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

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

Selling and Salespeople

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

Strengthening 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

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

Which of the following would be classified as an objection related to the source?

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

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

When dealing with objections,successful salespeople:

The indirect denial method is also called the feel-felt-found method.

The worst type of objection is the one a buyer refuses to disclose because a hidden objection cannot be dealt with.

The nonverbal probing technique called FSQS stands for:

Turnovers occasionally occur because a salesperson is failing to practice adaptive selling behaviors.

It is better to have a prospect say,"No thanks," rather than voice their concerns during a presentation as this allows the salesperson to move on to other potential customers.

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

Because her product is new and most potential buyers have never heard of it,Alberta can expect to encounter a lot of objections when she tries to set appointments.

Direct denial should be used by salespeople when a prospect's objections are based on inaccurate information about the seller's firm.

Indirect denial should:

After learning more about the customer's perspective related to the price objection,the next step is to sell value and quality rather than price.

The use of a third-party testimonial letter strengthens the _____ method of responding to a prospect's objections.

If a salesperson uses the postpone method of responding to an objection and the prospect obstinately insists on an answer right at the time,the salesperson should:

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

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

Selling and Salespeople

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

Strengthening 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