Deck 11: Responding to Objections

Question 1

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

Answer 1

False

Question 2

Before attempting to answer her prospect's objection, Yvonne must first be sure she understands what the prospect is trying to say.

Answer 2

True

Question 3

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

Answer 3

True

Question 4

Objections during the presentation show the prospect is paying attention.

Question 5

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

Question 6

By using the proper "formulas" (such as those presented in the text), a beginning salesperson will be able to rapidly separate real objections from excuses.

Question 7

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

Question 8

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

Question 9

It is not uncommon for buyers to object just to make the salesperson comfortable.

Question 10

Probing techniques can be both verbal and nonverbal.

Question 11

In dealing with prospects and clients, an occasional "white lie" is an absolute necessity for dignity, confidence, and continued relations.

Question 12

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

Question 13

Direct denial should be avoided even for a false statement if the objection is of trivial importance to the buyer.

Question 14

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

Question 15

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

Question 16

Turnovers occur when the seller turns the account over to another salesperson.

Question 17

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

Question 18

An experienced salesperson knows that objections come at the end of a presentation and are always negative.

Question 19

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.

Question 20

As soon as Buddy recognizes the objection his prospect is presenting, he should give his reply to save his prospect from the trouble and wasted time of presenting the whole comment.

Question 21

Salespeople should be careful about overusing the referral method of handling objections because it may appear to be phony to experienced buyers.

Question 22

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

A) "My company has always used Troy Refrigeration to repair our freezer display units."
B) "I don't understand how your company's system can remove water vapor from our gas pipelines."
C) "I recently heard that your company has had to declare bankruptcy."
D) "I don't believe the money we would earn from using your company's sub sea oil production system would offset its costs."
E) "I don't have the time to look at your company's line of laparoscopic surgical equipment today."

Question 23

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

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 24

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

A) "I don't have the time to look at all the carpet samples you brought in today."
B) "I understood your company's mercury disposal program is being challenged by the Environmental Protection Agency."
C) "Our new production method does not yield any flammable wastes, so we can't use your company's oil waste disposal cans."
D) "I need to take some time to examine your proposal before making a final decision."
E) "The gravity feed eye wash station takes up too much floor space because of the 16 gallons of saline wash it holds."

Question 25

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:

A) needs to learn some better closing techniques
B) may be omitting significant selling points in his presentation
C) is asking too many questions during the presentation
D) is doing a good job, since this is a normal pattern
E) is creating an excessive level of interest in new prospects

Question 26

When Anton was trying to convince supermarket owners to stock his company's new tea-flavored popsicles, he received many objections because most did not see a need for this product. Anton was engaged in:

A) initial marketing
B) pioneer selling
C) advocacy marketing
D) original selling
E) venture marketing

Question 27

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

Question 28

The worst type of objection the purchasing agent for the hospital could have is:

A) his claim that the x-ray equipment is too expensive
B) his statement that a competing firm offers better service
C) his secret belief that the company cannot meet his needed delivery times
D) his negative response to the salesperson's contention that her company only uses quality materials
E) his contention that the x-ray equipment is not easy to use

Question 29

The two-step approach to price objections involves first, sell value and quality rather than price and second, to try to look at the objection from the customer's point of view.

Question 30

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

A) objections related to satisfaction
B) objections related to need
C) objections related to product
D) objections related to price
E) objections related to time

Question 31

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

Question 32

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

A) The buyers want to challenge the fact that a particular salesperson's company does not permit any cash rebates.
B) The buyers have more time than money.
C) The buyers do not understand the concept of pioneer selling.
D) The buyers misunderstand what the salesperson is describing.
E) All of the above are identified by the text as an underlying reason why buyers raise objections.

Question 33

When do buyers raise objections?

A) after the sale
B) when the salesperson seeks commitment
C) when the salesperson seeks an appointment
D) during the presentation
E) at all of the above times

Question 34

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

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 35

When selling to a group of buyers, if one person offers an objection, the seller should rephrase the question and try to get a sense of whether the other buyers share the concern.

Question 36

Which of the following statements about objections is FALSE?

A) Some buyers have a habit of raising objections just to watch the salesperson squirm.
B) People who object to get more information are usually stalling; they hope the salesperson will give up rather ask for commitment.
C) Legitimate objections regarding needs can arise if the prospect has not been fully qualified.
D) Some people resist change simply because it is different from their experience.
E) A prospect who doesn't understand may be unwilling to tell the sales rep so.

Question 37

Joe sells ergonomically-designed office furniture. Joe would find it easier to sell to a customer who:

A) asked Joe if there were any financial benefits to buying Joe's company's office furniture
B) sat quietly through the entire presentation
C) spent the time during the presentation looking at the fabric swatches Joe had bought
D) stared out the window at some men cutting a tree during the entire presentation
E) after continually looking at his watch during the presentation finally asked Joe, "What time is it?"

Question 38

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

A) initial marketing
B) pioneer selling
C) advocacy marketing
D) original selling
E) venture marketing

Question 39

If August 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.

Question 40

Salespeople refer to concerns or questions raised by buyers as:

A) objections
B) stumbling blocks
C) grievances
D) skepticism
E) tribulations

Question 41

Which of the following statements about forestalling objections is true?

A) It should be avoided in written proposals, since it may draw buyer attention to weaknesses that otherwise would not have been noticed.
B) Salespeople use it to deal with aspects of their product offering that are not vulnerable to competition.
C) Forestalling keeps prospects from having to publicly change their position, since the objection is never uttered.
D) With skill a salesperson will eventually be able to forestall all objections.
E) At all costs, avoid any mention of price.

Question 42

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

A) "We always get a special discount when we order more than two gross of T-shirts with our company name and logo imprinted on them."
B) "I don't see how overalls made out of Tyvek are going to offer my employees any more protection than the overalls I usually order."
C) "I understand your booking agency is being sued for its failure to provide a three-piece band for the cotillion ball, and I don't want to do business with you until that case is settled."
D) "Give me a couple of days to look at some other amusement ride suppliers before I decide which rides to put into the new section of the amusement park."
E) "I am not reordering from you because it took more than a month for your company to fill my last order."

Question 43

The greatest evidence of Margaret's sincerity in dealing with her customers will be:

A) letters from other customers she has satisfied
B) the things she says
C) her company's reputation
D) her actions
E) certifications she has earned

Question 44

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

A) "I do not understand why you think I need to replace bumper cars; no one has been injured in the ones we currently have.
B) "I can't buy the landscaping services of your company because it is too new to have any kind of reputation at all."
C) "The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money."
D) "I will not allow the carnival workers at this state fair to sell temporary tattoos because I believe they are trashy."
E) "I don't think we need a shopping cart mover; we've just always let one of the stock boys cruise the parking lot and gather carts manually.

Question 45

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

A) "Can your firm offer the same credit terms we've been receiving from Wiggins Company?"
B) "How do I know you'll be in business next year?"
C) "I wish you included free regular maintenance"
D) "Your company isn't very well known, is it?"
E) "I won't advertise on a station with such a small audience"

Question 46

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

A) "You're not an engineer; you can't understand the difficulty of drilling for oil in sub sea conditions at 15,000 p.s.i. 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 $3500 for an industrial-strength vacuum cleaner."
D) "I have always considered the 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 has shown up to perform drunk."

Question 47

A major reason for a turnover (TO) is the:

A) prejudice of the buyer
B) buyer's lack of funds to make a purchase
C) inadequacy of the salesperson's call frequency
D) inability of the salesperson to handle objections properly
E) salesperson's lack of product knowledge

Question 48

When dealing with the buyer's objections, successful salespeople do NOT:

A) develop and maintain a positive attitude about objections
B) relax and listen, never interrupt the buyer
C) postpone known concerns before they arise
D) make sure the objection is not just an excuse
E) anticipate objections in preparing helpful responses

Question 49

Which of the following statements about objections is FALSE?

A) Objections present opportunities
B) Prospects who object are showing some interest in your presentation
C) The salesperson should be glad the prospect raised an objection
D) Showing belligerence is an excellent way to encourage objections
E) Real objections are logical to the prospect, no matter how they seem to the sales rep

Question 50

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):

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

Question 51

Which of the following would be classified as an objection to the company for whom the salesperson is selling?

A) "Isn't your company new in this field?"
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 52

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

A) pulling
B) predicting
C) forestalling
D) heading-off
E) postponing

Question 53

Ramiro is cold calling on prospects for his company's office canteen management service. Which of the following objections is he NOT likely to encounter?

A) The buyer says she does not have time to discuss his proposal.
B) The buyer is not interested in his service.
C) The buyer has considered his proposal and decided it is not worth the cost.
D) The buyer has been harassed by other aggressive salespeople and does not want to meet with Ramiro.
E) The buyer is tired and not in the mood to listen.

Question 54

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.

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

Question 55

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

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 56

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

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 57

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.

A) revisiting
B) denying
C) predicting
D) forestalling
E) passing-up

Question 58

When dealing with objections, successful salespeople:

A) are sincerely empathetic to the buyer's objections
B) make sure the objection is not just an excuse
C) develop and maintain a positive attitude about objections
D) forestall known concerns before they arise
E) do all of the above

Question 59

Rhonda is suspicious about Adam's statement that his company cannot afford her product. Her precall research on the firm suggested not only do they need the new piece of equipment, but also that financing can be obtained from a local bank. In fact, the more she thinks about it, there was something about the tone of his voice that makes her believe this was just a(n) _____ to hide his real objection to buying.

A) explanation
B) excuse
C) motive
D) thought
E) objective

Question 60

"You'll notice the trimming machine requires workers to pull two levers at the same time. Although this may appear inconvenient, it assures the worker's hands will not be caught in the blades." In this example, the salesperson is _____ an objection regarding the extra effort required to use the trimming machine.

A) revisiting
B) denying
C) predicting
D) forestalling
E) passing-up

Question 61

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

A) price discounts
B) third-party testimonies
C) indirect denials
D) pioneer proposals
E) boomerangs

Question 62

When Gary objected to the high cost of the copier Wynette was suggesting his office purchase, she replied, "The initial price is one of the highest on the market, but this copier offers the fastest pages per minute output rates available on the market, and has one of the two best maintenance records in the industry, so you know you'll be able to meet those critical production deadlines you told me about." Wynette is using the _____ method to respond to Gary.

A) direct acceptance
B) passover
C) referral
D) revisit
E) compensation

Question 63

The results of a study showing that 70-100% of the time salespeople offer price discounts when in fact price was not the issue suggests salespeople should:

A) observe how the buyer is acting before determining what percentage discount to offer
B) try to understand what motivates people to buy through relationship scenario planning
C) tell small lies rather than large ones
D) avoid asking probing questions so the customer will not talk about price
E) discover the true objection before offering what they think is a solution.

Question 64

Your buyer has just said, "Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection. Which of the following statements is the best example of this method?

A) "That's true. However, they are 30% less expensive."
B) "That simply is not true. Studies show that our machines break down no more often then our major competitors."
C) "I can see why you would feel that way. Before we introduced our new quality control management system that statement would have been right on target. However, things have changed."
D) "I can see how you feel that way, others felt the same way, but they found that our machines don't break down as often."
E) "You know, I think everyone should be as concerned about quality as you are."

Question 65

How do salespeople tell the difference between an excuse and a real objection?

A) by observing how the buyer is acting
B) by understanding what motivates people to buy
C) by learning through experience
D) by asking probing questions
E) by doing all of the above

Question 66

Which method for dealing with the prospect's objections shows the most explicit use of the multi-attribute model?

A) the referral method
B) the postpone method
C) the compensation method
D) the revisit method
E) the acknowledge method

Question 67

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue?

A) direct denial
B) compensation
C) revisit
D) acknowledge
E) postpone

Question 68

Indirect denial should:

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) only be used with expressives
E) be used if the buyer is accustomed to conducting trade-off analyses

Question 69

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

A) "I can see how you feel . . . others felt the same way . . . yet they found . . . "
B) "I often feel the same way . . . and others have felt the same way . . . yet they found . ."
C) "I can see how you feel . . . I felt that way in the past . . . yet I found . . . "
D) "I can see how you feel . . . others felt the same way . . . and I have found . . . "
E) none of the above

Question 70

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 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) acknowledge
B) indirect denial
C) revisit
D) forestall
E) direct denial

Question 71

Anil sells television advertising time for one of the major radio stations in San Francisco. While talking to a local retailer, Anil was told, "All of your station's advertising time costs three times as much as my favorite radio station." Anil responded, "If you look carefully at our rate card, you will see that the costs you refer to are only for drive time. The rest of our rates are competitive with that other station, and we have twice as many listeners." Anil was using the _____ method to respond to a buyer's objections.

A) direct denial
B) compensation
C) revisit
D) acknowledge
E) postpone

Question 72

The _____ method of responding to objections acknowledges that the objection is valid, but then proceeds to offer some offsetting advantages of the good or service being sold.

A) consultative
B) compensation
C) revisit
D) acknowledge
E) indirect denial

Question 73

In the _____ method of handling objections, the salesperson tells the prospect the objection just presented is not true, but does so in a manner that softens the response.

A) acknowledge
B) referral
C) postpone
D) indirect denial
E) turndown

Question 74

Every product has disadvantages as well as advantages. When buyers note the disadvantages and sales reps respond by admitting the disadvantages then turning the conversation to their product's strengths, which method of responding to objections are they are using?

A) compensation
B) probing
C) revisit
D) acknowledge
E) indirect denial

Question 75

Which of the following methods of handling an objection is NOT appropriate to deal with an opinion expressed by the prospect?

A) direct denial
B) compensation
C) revisit
D) acknowledge
E) postpone

Question 76

Professor Donoho uses a nonverbal probing technique called FSQS or:

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 77

Karla has just learned about Professor Donoho's FSQS, friendly silent questioning stare method of responding to objections. She uses it in a meeting with a prospect the next day. Karla is using a ___________ method of probing.

A) psychological manipulation
B) nonverbal
C) direct denial
D) revisit
E) acknowledge

Question 78

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?

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

Question 79

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

A) compensation
B) indirect denial
C) third-party opinion
D) referral
E) acknowledge

Question 80

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

A) direct acceptance
B) passover
C) referral
D) revisit
E) compensation