Exam 10: Responding to Objections

Carmen is making a PowerPoint presentation when a prospect interrupts her with an objection that she has anticipated and will address in a subsequent slide.What strategy can Carmen use to address the objection?

If Augusta does not build the value of her product in her prospect's mind to the point where it is greater than the price asked,there will be no sale.

When buyers note the disadvantages of a product and sales reps agree and turn the conversation to their product's strengths,they are illustrating the _____ method of responding to objections.

In which situations would a selling firm institute a turnover?

Salespeople should use the postponement method when a prospect is blowing off steam and does not have a valid objection.

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 statements is true about forestalling objections?

The buyer announces,"I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds,"I'm sorry you have had such a bad experience with our older model.Many of our other customers expressed similar frustrations,but I can assure you that the knotting problems do not exist on our latest model." The knitting machine salesperson is using the _____ method for dealing with objections.

A salesperson responds to a buyer's objection by saying,"I understand your concern.You know,one of the things I always look for is how a product's quality stacks up against its cost.[Pause] Now,we were talking about..." In this scenario,the salesperson is employing the compensation method.

"I realize that my company's barcode label printer is more expensive than others that you may be looking at,but the Zelton barcode label printer is designed for Microsyne operating systems.Your employees will be able to learn how to operate our machine much faster than other brands because of their familiarity with Microsyne.You won't experience any loss in productivity as this printer is synced with your system.It takes up to two weeks for employees to become comfortable using some of the other brand barcode label printers on the market." Which method for dealing with objections is the Zelton Systems salesperson using in this example?

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

How can a salesperson separate excuses from objections?

Brian is making a presentation to a group of buyers.He knows he will encounter objections.Which of the following is NOT one of the strategies he should use to address an objection when selling to the group?

Probing techniques can be both verbal and nonverbal.

The greatest evidence of sincerity comes from a salesperson's words.

Under what conditions should a salesperson make use of the direct denial method for handling objections? When should the method not be used?

Customers value sales representatives who go out of their way to help with problems and promotions.

Cory is making a presentation to a group of buyers from an agricultural co-op.One of the buyers offers an objection to Cory's products.What is the first thing Cory should do?

As Thomas described his firm's landscape maintenance program to a 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 illustrates the _____ method of responding to objections.

What are the features of indirect denial? For which personality types is this method most effective?