Deck 10: Objections Address Your Prospects Concerns

Question 1

Which of the following statements explains why a salesperson should welcome prospect objections?

A) Objections show the prospect is interested in the presentation.
B) Objections help the salesperson know what stage in the buying cycle the prospect has reached.
C) Prospects who offer objections are often more easily sold.
D) Objections show the prospect wants to know about the salesperson's offer.
E) All of these choices are correct

Answer 1

E

Question 2

When should a professional salesperson be prepared to deal with a prospect's objection(s)?

A) after the close
B) after the presentation
C) during the approach
D) after the demonstration
E) anytime during the sales call

Answer 2

E

Question 3

The vinyl siding salesperson has just used a trial close.What do you think will be the prospect's most likely reaction?

A) purchase the product
B) terminate the interview
C) ask questions
D) look at her watch
E) interrupt the sales presentation

Answer 3

C

Question 4

Catherine sells restaurant equipment.If her prospect says,"Our current ovens are still functioning quite well," What kind of objection is this prospect using?

A) stalling
B) no-need
C) hidden
D) product
E) source

Question 5

Which of the following is an example of a source objection that a salesperson for a small publishing company might hear from a bookstore owner?

A) "I only deal with large, well-established publishing companies."
B) "Your books are priced too high."
C) "I don't want to take the risk associated with stocking books by lesser-known authors."
D) "I am satisfied with the type of stocks I am currently stocking."
E) "I'm too busy to talk to you now."

Question 6

All salespersons will experience objections at some point in their careers.Which of the following is NOT included in the textbook as a major category of objections that all salespersons will experience?

A) product objections
B) environmental objections
C) stalling objections
D) no-need objections
E) source objections

Question 7

Assume the prospect says,"I really like the ergonomic-design of the office furniture you are selling,but I need to ask my boss about it before I buy." According to the text,which of the following responses would NOT be an appropriate response for the salesperson to make?

A) "What are some of the issues you want to talk to him about?"
B) "Did you need to ask about financing, or get his approval to buy?"
C) "Good! I'll call you tomorrow."
D) "If it was up to you, would you buy now?"
E) All of these would be appropriate responses.

Question 8

Sometimes it is necessary to postpone the discussion of the product's price until later in the sales presentation.When such a postponement becomes necessary,what should the salesperson do?

A) thank the prospect for telling you of his concern over pricing
B) acknowledge the prospect's viewpoint
C) say, "I'm glad you brought that up because we want to carefully examine the cost in just a minute."
D) always discuss the price objection as it arises
E) none of these choices are correct

Question 9

Mario is looking at new cars at a local dealership.After about one hour with the salesperson,the salesperson asks Mario the following; "So,shall we draw up the contract?" After thinking about it for a few minutes,Mario replies,"Love the car,but let me chat with my wife first!" What kind of objection is this salesperson facing?

A) product objection
B) not now objection
C) price related objection
D) stalling objection
E) buyer's remorse objection

Question 10

While you are discussing the energy efficiency of your company's golf carts with a prospect,she questions whether your carts are heavier than the competition's.You had not even planned to discuss the golf cart's weight.What should you do about this objection?

A) Pass over it so you can finish presenting your energy efficiency points.
B) Ignore it and continue as you had planned.
C) Pass over it for now and cover it just before the close.
D) Answer the question now.
E) Tell the prospect you will address her question at the end of the presentation.

Question 11

What is the salesperson's best course of action when dealing with a hidden objection?

A) Use a trial close.
B) Ignore it until the buyer vocalizes it.
C) Forestall it.
D) Try to get the buyer to reveal it.
E) Counter it by stalling during the sales presentation.

Question 12

Which of the following statements about the no-need objection is true?

A) Some salespeople actually bring it on themselves.
B) The salesperson may be able to resurrect the presentation by asking questions.
C) No-need objections are especially tricky because they may also include a hidden objection.
D) No-need objections are especially tricky because they may also include a stall.
E) All of these choices are correct.

Question 13

Johnathan was almost finished with his sales presentation to the head procurement officer for a major hotel chain when the prospect stood and said,"Thank you for coming by,Johnathan!" What kind of objection is the salesperson experiencing?

A) hidden objection
B) source objection
C) stalling objection
D) no-need objection
E) product objection

Question 14

"I do not want to do business with you or your company!" What type of an objection is this?

A) no-need objection
B) money objection
C) source objection
D) stalling objection
E) product objection

Question 15

Hassam sells equipment for Laundromats.What is his goal when dealing with a stalling objection?

A) get the prospect to be pragmatic
B) help the prospect realistically examine reasons for and against buying now
C) help the prospect compare your product offering to what is being sold by your competitors
D) make the prospect mad enough to take some kind of action
E) prevent the prospect from making a hasty decision

Question 16

Which of the following is NOT a true statement about money objections?

A) Tend to encompass several types of economic concerns.
B) "It costs too much" is a classic example of a money objection.
C) Often, prospects want to learn about price/cost issues before the actual presentation.
D) Product features and benefits should follow prices/money discussions.
E) Often, price or money issues are really "smoke screens" for other underlying and real objections.

Question 17

Which of the following statements helps the salesperson identify the sales stage the prospect has reached?

A) a sales statement
B) buyer postponement
C) a selling challenge
D) customer forestalling
E) a sales objection

Question 18

Mary,a salesperson for a national candy manufacturer has asked a prospect to buy three cases of Valentine's Day candy,and the prospect responds with a stalling objection.What should Mary do in this situation?

A) tactfully unearth the retail store buyer's true feelings about the candy
B) close again
C) use a trial close
D) agree and leave
E) none of these choices are correct

Question 19

What may a salesperson conclude when faced with a no-need objection?

A) I still have a change
B) the sales call is most likely over
C) the prospect does not like/want the product
D) I need to rebook the meeting and prepare a new presentation
E) none of these choices are correct

Question 20

What does the price/value formula indicates to a sales person?

A) use it to smoke out stalling objections
B) given price is "fixed," the only way to decrease costs is to increase the value the product provides the prospect
C) to handle objections in proper order, beginning with hidden objections and proceeding to price objections
D) that to a seller price and cost are identical
E) avoid at all cost discussing price unless your product is the price-leader

Question 21

You have followed the first three steps and are preparing to move to the 4^th step of effectively overcoming objections.What should you do in the 4^th step?

A) apply the FAB sequence
B) try to smoke out any hidden motives for buying
C) return to the SELL sequence
D) use a trial close
E) close the sale

Question 22

Assume the salesperson for the janitorial service completes the sales presentation,asks for the order,and the prospect says,"No,I'm not ready to buy now.Try me again later next month." Which of the following statements should the salesperson make first?

A) "Okay, thanks for your time today, I'll see you then."
B) "I hear what you are saying."
C) "That's too bad, because our special discount ends this week."
D) "So what you are saying is that you'd like to think this over until my next visit, is that right?"
E) "Well, let me tell you something else about my product that I'm sure you'll like."

Question 23

Imagine you are a salesperson for Labatt Breweries.Why should you listen to your prospect's objections and hear them out?

A) If you answer too quickly, you may cause the prospect to think something is wrong.
B) It is rude to interrupt a prospect, and this rudeness may irritate the prospect.
C) Jumping in too quickly may make the prospect think you are sensitive to this particular objection
D) You could misread the objection and answer the wrong objection.
E) All of these choices are correct.

Question 24

The textbook offers a proven four step process for handling objections.Which of the following is NOT one of these proven steps?

A) acknowledge the prospect's viewpoint
B) clarify the concern expressed by the prospect
C) meet the objection head on
D) trial close
E) focus on the FABs

Question 25

What does it mean when an objection turns into a condition of sale?

A) the prospect does not like the guarantee offered
B) the prospect does not have authority to buy, and the salesperson should be talking to someone of higher authority
C) if the salesperson meets the prospect's request, the prospect will buy
D) you are dealing with an "hopeless objection" - ask for the sale
E) if the salesperson does not change the presentation style being used, the prospect will terminate the sales interview

Question 26

You the salesperson complete your sales presentation for a new line of mildew paint,ask for the order,and the prospect says,"No,I'm not ready to buy,see me on your next trip." You say,"I can tell you are concerned about this.Is there some good reason holding you back?" The prospect replies,"I'm concerned about your delivery schedule and that my warehouse will become too crowded with raw materials." What should be your next statement using the four-step method for responding to objections?

A) A trial close.
B) An acknowledgement of the buyer's hesitation to go ahead and provide a potential solution.
C) An open-ended question to clarify the buyer's concern.
D) A feature, advantage and a cost statement.
E) A suggestion of a meeting date and time for your next visit.

Question 27

Early in his presentation before the garage owner mentions the cost,the salesperson makes the following statement; "You most likely notice our engines cost 25% more than our competitors.That said,the savings in maintenance cost more than make up for the premium price." What objection handling technique is the salesperson using?

A) product revelation
B) forestalling
C) stalling
D) postponing
E) circular logic

Question 28

Trideep is anticipating an objection from his prospect concerning the quality of the upholstery fabric he sells.He plans to weave into the early part of his presentation information about the product's recent "best buy" rating from a consumer information magazine before the prospect can bring up the quality issue.Trideep is using what method of meeting this objection?

A) objection procrastination
B) forestalling
C) stalling
D) postponing
E) circular logic

Question 29

"Yes,but would you not agree that it takes information,not time,to make a decision? What kind of information are you really looking for to make a good decision?" What method is being used to handle this objection?

A) direct denial
B) anticipation
C) boomerang
D) forestalling
E) indirect denial

Question 30

What technique is being used in this exchange between a salesperson and a prospect? (Salesperson)"I know it is more expensive - that is the reason why you should buy it!"(Prospect)"What do you mean? (Salesperson)"Well,for an additional two dollars a month,you will be able to increase production by 10% leading to significant increases in your bottom line."

A) compensation
B) reversal
C) indirect denial
D) direct denial
E) boomerang

Question 31

The textbook offers a series of tips relating to bringing up the product price in a positive light.Which of the following statements are NOT considered best practices to use with a prospect?

A) "our rates are only 1% above prime rates"
B) "we offer various monthly payment plans that will appeal to you"
C) "you can pay the full price over a series of payments"
D) "the payment is only $200.00 per month"
E) "we will offer you $2500.00 to trade in your existing car"

Question 32

Which of the following is an example of a psychological objection that a prospect who is talking to a salesperson of health and beauty aids might use?

A) Your company only makes deliveries once a week, and we need twice a week deliveries.
B) My store is currently overstocked with cold remedies.
C) A couple bottles of aspirin and a case of shampoo are all the beauty aids my store can sell in a week.
D) Your beauty aids are priced higher than your competitors'.
E) None of these is an example of a psychological objection.

Question 33

Which of the following statements about handling objections is NOT true?

A) Plan for objections.
B) Try to understand the objection from the perspective of the prospect.
C) Use the boomerang method when appropriate.
D) Try the indirect method when appropriate.
E) You can overcome all objections if you prepare for it.

Question 34

An effective way to respond to some objections is to use someone else's experience as your evidence.A sales person may use the following statement to emphasize this method,"You know,one of my best customers brought up that exact point before putting in a large order.Today,he provides me with the most referrals." What kind of method is this salesperson using to overcome objections?

A) jury of executive opinion method
B) outside reference technique
C) third party answer technique
D) boomerang method
E) counterbalance method

Question 35

Which of the following is the LEAST appropriate statement for a pharmaceutical salesperson to make immediately after meeting a prospect's objection?

A) "Shall I write up your order now?"
B) "With that question out of the way, can we move ahead now?"
C) "Have I adequately clarified our credit policies?"
D) "How well have I answered your concern about product safety?"
E) "That solves that inventory problem, doesn't it?"

Question 36

Which of the following best describes the notion of an "overt" objection?

A) practical objection
B) fait accompli objection
C) hopeless objection
D) physiological objection
E) hidden objection

Question 37

You are aware one of your competitors has been unethical telling wholesalers that your companies' computers use sub-optional parts in the manufacturing process,causing your computers to operate at a higher temperature impacting the computers' performance.You are about to visit one of your regular wholesalers and want to forestall this objection.What could you do to prepare for this objection?

A) use the boomerang technique
B) the relationship you have developed with the wholesaler will overcome any perceived quality issue
C) get your manager to approve a price discount if needed to facilitate a re-order
D) include a strong evidence statement in your presentation and be prepared to back it up
E) none of these choices are correct

Question 38

Which of the following would you classify as two broad-categories of objections?

A) situational and personal
B) practical and impractical
C) external and internal
D) major and minor
E) physiological and psychological

Question 39

You have been trying to sell your company's security system to a prospect and have faced an objection you simply cannot overcome - you tried but regretfully,you are 100% sure the prospect will not buy from you.What should you do in this scenario?

A) ask for the order anyway - you never know
B) move back into your presentation and represent the major customer benefits
C) assume you have encountered a hopeless objection
D) end the sales interview as quickly and politely as possible so you can move on to more likely prospects
E) ask for another appointment later

Question 40

As a salesperson,you must sometimes deal with a prospect's objections to legitimate negative consequences of making a purchase.Often,what you'll do is justify those negative consequences with several benefits,which you hope will out-weigh the negatives in your prospect's mind.What system of handling objections is this called?

A) compensation method
B) scales of justice technique
C) yo-yo technique
D) refraction method
E) double indemnity technique

Question 41

The textbook introduces a four step process for dealing with an objection raised by the prospect.In which step should the salesperson identify and clarify the objection?

A) between steps 3 and 4
B) between steps 1 and 4
C) step 4
D) step 2
E) step 3

Question 42

What does "Stop,look,and listen" refers to?

A) teaching sales people how to tactfully deal with losing a sale
B) dealing with price objections
C) the second step in dealing with difficult customers
D) the first step in dealing with an angry customer
E) how to handle an interrupted presentation

Question 43

Joseph is in the middle of some intense negotiations with a major prospect.For tomorrow's meeting,he is making a list of items that he could possibly give a little on and determining the consequences of winning or losing the negotiation.Joseph is practicing:

A) Hard ball negotiation
B) Win-Win Negotiation
C) A tough guy stance
D) Unprincipled negotiation
E) None of these is correct.

Question 44

The prospect states that,"This lockable gas cap is a bit of an inconvenience to have to open with a key." You respond with,"Yes,I can appreciate that; however we designed them like that so that thieves wouldn't be able to steal your expensive gasoline.Don't you think that's a great feature?" What techniques is the salesperson using?

A) Direct Denial
B) Boomerang
C) Indirect Denial
D) Misinformation
E) Closing the sale

Question 45

If during the sales presentation the prospect is quiet it usually means they are going to buy from you.Therefore,keep your presentation going and ask for the business as quickly as possible.

Question 46

Beth sells a line of ladders to distribution centres.When responding to a centre owner's objections about the safety of her product line,Beth shows the customer a report from an Occupational Safety and Health report that shows the ladders to be as safe as Beth claims they are.What technique is Beth using?

A) jury of peers' opinion method
B) outside reference technique
C) third party answer technique
D) boomerang method
E) counterbalance method

Question 47

Which of the following terms best describes a situation whereby the salesperson worked hard to arrive at a creative solution leading to buyer and seller walking away satisfied?

A) win-lose
B) lose-lose
C) lose-win
D) win-win
E) win at all costs

Question 48

What is the last step in the objection handling process?

A) postponing the objection
B) meet the objection
C) identify the problem and clarify concerns
D) use a trial close
E) respond to the objection right away

Question 49

The professional salesperson does NOT welcome sales objections.

Question 50

Art objects,"These delivery vans are rather slow aren't they?" Patricia responds,"Yes,but we put our emphasis on fuel economy and reliability instead of speed." What objection technique is Patricia using?

A) forestalling
B) direct denial
C) boomerang
D) compensation
E) negotiation

Question 51

Under what circumstances should hard ball techniques be avoided?

A) When the relationship matters
B) When a win-win situation is apparent
C) When you anticipate you will be dealing with the customer in other transactions
D) When an element of trust is needed in the relationship
E) All of these choices are correct

Question 52

When Ashleigh said that she couldn't afford to buy the product right now,Christina said,"You can't afford not to buy it right now." What objection handling method was Christina using?

A) direct denial
B) indirect denial
C) absolute denial
D) boomerang
E) Frisbee

Question 53

"No,I am not going to buy your engines - I heard from your competitor that your engines breakdown after 6 months."(Prospect)"Well,I can understand how you feel! Unfortunately,my competitor is not aware of the actual facts.We are so confident with the quality of our engines that we have increased our warranty period to 5 years on all parts and labour.No one in the industry even comes close." (Salesperson)What technique is the sales person using in this interaction with a prospect?

A) Boomerang
B) Indirect Denial
C) Compensation method
D) Direct Denial
E) Forestalling

Question 54

Your objective in dealing with a stall objection is to help the prospect examine reasons for and against buying your products or services now.

Question 55

What is a very effective objection handling technique that is partially designed to bring salespeople into harmony with their prospect?

A) compensation method
B) direct denial
C) friendly method
D) feel, felt, found
E) patient method

Question 56

A salesperson should be prepared to respond to a prospect's objection at any time during the presentation,even when he first walks in the door.

Question 57

There are four steps to objective handling.Which one of the following is NOT one of them?

A) identify and clarify
B) acknowledge
C) meet the objection
D) close the deal
E) use a trial close

Question 58

Which of the following is NOT a tip offered in the textbook which may help a salesperson successfully handle objections?

A) Objections are going to happen - plan for them
B) Make sure you understand the true objection - ask for clarification if needed
C) Use a trial close to confirm you have overcome an objection
D) Use the 25% rule - it will overcome most overt objections
E) Use forestalling techniques in overcoming objections

Question 59

Salespeople should always be sensitive and aware of cultural differences when meeting potential clients.Which of the following is NOT an appropriate practice when negotiating with a business person from Beijing,China?

A) value the relationship, it is a very important variable
B) you may have to develop lots of patience - don't rush the deal
C) emotional expression is culturally seen as a favourable trait
D) legal wordings in a contract are not of great importance
E) be prepared to spend a great amount of time socializing

Question 60

When Harvey told the salesperson that he didn't want to take any risks,this would fall into which type of objection?

A) phony ones
B) product objections
C) company objections
D) hidden objections
E) dishonest objections

Question 61

By acknowledging the buyer's viewpoint during the first step in responding to an objection,the salesperson is by default agreeing with the buyer's viewpoint.

Question 62

Objections can be classified into two categories--practical and impractical.

Question 63

Evidence supports the notion that 90 percent of customers who perceived to have been wrong by you or your company continue to purchase from you albeit,at lower rates over time.The other 10 percent will simply not buy from you again.

Question 64

The cost of a product is a function of the price divided by the value the product provides to the prospect.

Question 65

In the second step in the four-step method of responding to objections the salesperson identifies the problem and clarifies the buyer's concern.

Question 66

Hardball tactics are often associated with win-win strategies.

Question 67

Understanding a prospect's objection takes the prospect's objection and converts it into a reason to buy.

Question 68

The purpose of the "rephrase an objection" technique is to help the buyer better understand your product's benefits.

Question 69

Many times,when prospects appear to be offering objections,they are actually requesting more information.

Question 70

All objections raised during a sales presentation should be addressed,unless the objection relates a product issue.Those should only be addressed at the end of the presentation.

Question 71

A salesperson with a large consumer products manufacturer,such as P&G or McCain Foods,should be ready for the stalling type of objection when selling a new product.That said,this type of objection tactic is NOT common.

Question 72

The cost of a product may be reduced by holding price constant and increasing the value.

Question 73

The central theme underlying the "boomerang method" is to turn an objection into a potential benefit,turning the prospect into a potential fan of your product.

Question 74

The textbook identifies five major categories of objections.

Question 75

Using direct denial tactics supported by facts may be a very effective tactic to overcome objections.

Question 76

How does the buyer calculate cost? Can the cost be reduced by NOT decreasing the price paid for the product?

Question 77

Why should salespeople welcome sales objections?

Question 78

Professional salespeople never postpone objections.

Question 79

In order to get sales,the salesperson must have the least expensive product to offer the prospective buyer.

Question 80

The statement "What you're saying is that you want to get the best product for your money" is a good example of the "rephrase an objection" technique.