Deck 8: Addressing Concerns and Earning Commitment

Question 1

One of the most difficult types of objections to overcome is one based on ____.

A) Price
B) Quality
C) Performance
D) Loyalty to a competitor
E) All of the above are relatively easy to overcome

Answer 1

D

Question 2

A buyer saying "The problem is the specifications do not match what we have now" is expressing which type of objection?

A) Forestalling
B) Price
C) No need
D) Time related
E) Product related

Answer 2

E

Question 3

A buyer who says "Your company is too small to meet my needs" is expressing a(n) ____ objection.

A) Price
B) Time
C) Source
D) Need
E) Product

Answer 3

C

Question 4

When presenting solutions, Chris (a salesperson) often has to handle buyer resistance. Buyer resistance is typically referred to a(n) _____________.

A) Negative
B) Objection
C) Indicator the prospect will say no to the salesperson when asked to make a purchase
D) A buyer initiated challenge (BIC)
E) Show stopper

Question 5

Which of the following reasons for objections is most likely to result in a lost sale?

A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospect is not a qualified prospect
D) The prospect resists change
E) The prospect lacks information

Question 6

When presenting solutions, Chris (a salesperson) often has to handle buyer resistance. Chris should think of buyer resistance as a(n) ___________ event.

A) Negative
B) Unimportant
C) Positive
D) A buyer initiated challenge (BIC)
E) Show stopper

Question 7

Tracy is a salesperson for XYZ Computer Co. and is having trouble getting sales. Her customers consistently bring up need objections and she is rarely able to overcome them. Chances are Tracy ___________________.

A) Needs to improve her prospecting and qualifying skills
B) Isn't spending enough time presenting the different features and benefits of her products
C) Needs to find a way to lower the price of her products
D) Just doesn't know the product well enough to sell it
E) Is working with customers who simply don't know what they need

Question 8

When preparing for sales resistance, salespeople should remember ____.

A) Sales resistance should be treated like a question
B) Sales resistance is normal part of the sales process
C) Sales resistance usually reflects interest in the product
D) Sales resistance means the buyer is at least somewhat involved in the presentation
E) All of the above

Question 9

Buyer resistance to the progression of the sale is referred to as _____________.

A) A threat to the sale
B) An objection
C) Interest
D) A buyer initiated challenge (BIC)
E) Show stopper

Question 10

Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?

A) Need objections
B) Product or service objections
C) Price objections
D) Company or source objections
E) All of the above are categories of objections

Question 11

Which of the following is not a common reason why prospects raise objections?

A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospect fails to recognize the need
D) The prospect lacks information
E) All of the above are common reasons why prospects raise objections.

Question 12

Brien is a salesperson for a payroll processing company. Brien has found that a few of his prospects provide objections even when they are confident the solution Brien is presenting will work and is worth the price. Which of the following best explains why these prospects object?

A) The prospects want to avoid the sales interview
B) The prospects fail to recognize a need
C) The prospects lacks information
D) The prospects are resistant to change
E) The prospects believe the price is too high

Question 13

If unable to successfully overcome buyer resistance, the salesperson should:

A) Gracefully end the sales call
B) Continue moving forward as if the resistance no longer exists
C) Remind the prospect that nothing is perfect and then ask again for the sale
D) Remind the prospect that nothing is perfect and ask the buyer to disregard the issue causing the resistance
E) Ask to speak to someone else in the organization

Question 14

A buyer expressing resistance because he/she is loyal to another supplier is raising which type of objection?

A) Forestalling
B) Price
C) Company or Source
D) Product related
E) Service related

Question 15

Becca is a salesperson for a payroll processing company. Becca has found that her prospects provide at least two objections even when they know they are going to make a purchase. Which of the following best explains why her prospects object?

A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospects fails to recognize the need
D) The prospects lacks information
E) All of the above are common reasons why prospects raise objections.

Question 16

Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?

A) Need objections
B) Product or service objections
C) Price objections
D) Company or source objections
E) Confirmed objections

Question 17

A buyer expressing concern about the product's ability to function properly is raising which type of objection?

A) Forestalling
B) Price
C) No need
D) Product related
E) Service related

Question 18

Mike is a sales rep for an industrial equipment company. Mike can expect sales resistance when ____.

A) The buyer wants to avoid the sales interview
B) The prospect lacks information.
C) The buyer simply resists change
D) The he has failed to prospect properly.
E) All of the above are correct.

Question 19

Which of the following types of sales resistance is most common but usually not the most important issue?

A) Quality concerns
B) Price concerns
C) Trust concerns
D) Performance concerns
E) Delivery concerns

Question 20

Which of the following best describes buyer resistance?

A) Price is too high
B) Anything the prospect says or does that slows down the buying process
C) Anytime the prospect says "no"
D) An emotional state brought on through miscommunication.
E) An emotional state brought on through misunderstanding

Question 21

Ethan has a testimonial from a highly respected customer that counters the rumor Ethan's company doesn't have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial?

A) Indirect denial
B) Questioning
C) Translation
D) Compensation
E) Reverse Contention Method (RCM)

Question 22

After listening to and acknowledging the buyer's concern, Katie, a salesperson, should:

A) Continue listening
B) Assess the objection
C) Acknowledge the objection
D) Respond to the objection
E) Change the subject of the conversation

Question 23

In the LAARC process for handling buyer resistance, the first A stands for?

A) Assess
B) Acknowledge
C) Address
D) Anticipate
E) Assign

Question 24

Jennifer, a salesperson for ABC Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. Jennifer is using the ____ method of handling resistance.

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 25

Anthony is salesperson for XYZ Co. and is confronting an objection. The first thing Anthony needs to do is:

A) Forestall
B) Ask for the order
C) Respond to the objection
D) Listen carefully
E) Assess the objection

Question 26

Alan, a salesperson for ABC Industrial Equipment, finds most of his customers express resistance based on the fact that ABC's delivery time is one week longer than most of its competitors. Alan usually handles that resistance by reviewing with the customers all of the confirmed benefits the product provides. Alan is using the ____ method for handling resistance.

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 27

Just before moving into the securing commitment and closing stage, a salesperson should ____.

A) Review with the customer all of the product's features and benefits
B) Summarize the confirmed benefits
C) Disclose the price of the product
D) Remind the customer of their concerns
E) All of the above are accurate

Question 28

Acknowledging a buyer's expressed concern is important because doing so ____.

A) Demonstrates understanding
B) Gives the salesperson time to begin assessing the resistance
C) Paves the way for telling the customer he or she is wrong
D) Both A and B
E) None of the above is correct.

Question 29

LAARC is an acronym for ____.

A) Listen, acknowledge, assess, respond, confirm
B) Listen, assess, acknowledge, respond, confirm
C) Listen, ask, reply, confirm
D) Listen, ask, reply, consider
E) None of the above

Question 30

Statements from the buyer that indicate his/her interest in making a purchase are called ____.

A) Purchase requests
B) Commitment signals
C) Objections
D) Trial commitments
E) All of the above

Question 31

Which of the following is not a method for responding to objections?

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 32

When attempting to understand the objection the buyer is trying to express, the salesperson should:

A) Avoid making assumptions about what the buyer is going to say.
B) Engage in active listening.
C) Confirm his/her understanding of the objection with the buyer.
D) All of the above
E) None of the above

Question 33

Which of the following phrases should salespeople involved in relational selling try to remember?

A) Always Be Closing (ABCs of Selling)
B) Never take no for an answer
C) Nobody likes to be sold, but everybody likes to buy
D) Show me an objection and I'll show you an interested buyer
E) All of the above

Question 34

LAARC is a tool for helping salespeople ____.

A) Present features and benefits
B) Overcome resistance
C) Uncover needs
D) Use visual aids
E) Remember to ask for the order

Question 35

A buyer who says "We have a better offer from your competitor" is likely expressing a(n) ____ objection.

A) Price
B) Time
C) Source
D) Need
E) Product

Question 36

Jeremy is interested in buying 10 cars for his company. He likes a particular car a salesperson is showing him but expresses concern about the fact that the car's engine isn't as powerful as others he was considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?

A) Yes, the engine is less powerful, but the car comes with several other options you said you wanted.
B) Because the engine is less powerful it is more fuel efficient, and that means your company will save money.
C) You're mistaken; the engine has the same amount of power as the others you were considering.
D) Why do you want an engine that has more power?
E) None of the above illustrates the boomerang method.

Question 37

What should the salesperson do once he/she has answered all the buyer's questions and has resolved resistance issues that have come up during the presentation?

A) Ask the buyer to make a purchase
B) Summarize the pertinent buying signals
C) Check to make sure all needs have been addressed
D) Attempt to get another appointment with the buyer
E) None of the above

Question 38

Questions asked by the salesperson designed to elicit how far along the prospect is in his/her decision making are called ____.

A) Purchase requests
B) Commitment signals
C) Objections
D) Trial commitments
E) All of the above

Question 39

"Give me a couple of weeks to think it over" is an example of which type of objection?

A) Time
B) Price
C) No need
D) Product related
E) Service related

Question 40

Ramon is salesperson for a technology consulting company and is confronting an objection. Once the buyer has expressed/stated the objection, Ramon should:

A) Continue listening
B) Assess the objection
C) Acknowledge the objection
D) Respond to the objection
E) Change the subject of the conversation

Question 41

"Would you like to place an order today?" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 42

The most straightforward method for earning commitment is?

A) Assumptive Close
B) Minor-Points Close
C) T-Account Method
D) Success Story
E) Direct Commitment

Question 43

Buyers may express resistance before ever talking with the salesperson about solutions and price.

Question 44

Sales resistance is not a normal part of the sales process.

Question 45

Initially, if a salesperson fails to earn the buyer's commitment, he/she should first?

A) Attempt once again to gain the buyer's commitment (i.e., make a sale)
B) Thank the buyer for their time
C) Attempt to get another appointment with the buyer
D) Probe to try to find out why the buyer is resistant
E) None of the above

Question 46

A buyer saying "The price is higher than I thought it would be" should be viewed by the salesperson as a(n) ____.

A) Green light statement
B) Red light statement
C) Yellow light
D) Commitment signal
E) None of the above are accurate

Question 47

Which of the following is not a technique for earning commitment?

A) Direct Commitment
B) Translation
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 48

The "need objection" and "product objection" categories are essentially the same.

Question 49

A salesperson's ability to qualify prospects will often have an effect on the types of resistance the salesperson will face.

Question 50

"How do I know you'll meet our delivery requirements?" is an example of a need objection.

Question 51

A buyer saying "The price is lower than I thought it would be" is communicating a(n) ____.

A) Commitment signal
B) Objection
C) Trial commitment
D) Confirmed benefit
E) None of the above are accurate

Question 52

"Are you interested in the basic model or would you like the deluxe model?" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 53

Stacey, a salesperson for XYZ Co. has just heard her prospect make a red light statement. This means:

A) It is unlikely she will get the sale
B) She has another objection to handle
C) She may now ask for the order
D) The prospect wants her to stop
E) None of the above

Question 54

Buyers may raise objections because it is customary to do so.

Question 55

Which of the following is not a technique for earning commitment?

A) Direct commitment
B) Summary commitment
C) Balance sheet commitment
D) Alternative choice
E) All the above are techniques for earning commitment

Question 56

When salespeople relate the initial sales resistance and subsequent acceptance and positive outcome experienced by a previous customer in an effort to secure commitment with a current prospect, the salesperson is using the ____________ method of earning commitment.

A) Summary
B) Probing
C) Success Story
D) Translation
E) None of the above

Question 57

A salesperson asking the buyer "Do you see how this product will benefit your organization?" is using a ____.

A) Commitment signal
B) Objection
C) Trial commitment
D) Confirmed benefit
E) None of the above are accurate

Question 58

Buyers may raise objections because they are resistant to change.

Question 59

If a salesperson fails to earn the buyer's commitment, he/she should immediately?

A) Attempt once again to gain the buyer's commitment (i.e., make a sale)
B) Thank the buyer for their time
C) Attempt to get another appointment with the buyer
D) Lower the price
E) None of the above

Question 60

"Let's make a list of the pros and cons associated with purchasing my product" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 61

When a customer says "Your prices are too high," it always means they have a price objection.

Question 62

The "L" in LAARC stands for Listen.

Question 63

Forestalling and "Coming-to-That" are essentially the same method for handling resistance.

Question 64

"I'm concerned that if we ever have trouble with a copier we buy from your company, you won't service it in a timely fashion" is an example of a product objection.

Question 65

Relative to the Direct Denial method, Indirect Denial is generally a less risky method of handling resistance.

Question 66

In order to effectively respond to objections, salespeople must be good listeners.

Question 67

"Your prices are too high" is probably the most common type of objection.

Question 68

If a customer is wrong about something when expressing resistance, the salesperson should consider using the Indirect Denial method before considering the Direct Denial method.

Question 69

The Direct Denial method is probably the safest objection handling method.

Question 70

The Direct Denial method is probably the safest objection handling method.

Question 71

Using the Direct Denial method for handling resistance is risky because it may anger the buyer.

Question 72

A buyer's resistance based on his or her loyalty to another supplier is generally easy to overcome.

Question 73

"How do I know you'll meet our delivery requirements?" is an example of a service objection.

Question 74

Price objections are the most difficult to overcome.

Question 75

Relative to the Direct Denial method, Indirect Denial is generally a less risky method of handling resistance.

Question 76

In order to effectively respond to objections, salespeople must be good listeners.

Question 77

When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.

Question 78

When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.

Question 79

Using the Direct Denial method for handling resistance is risky because it may anger the buyer.

Question 80

Time objections are often used by the buyer as stall tactics.