Question 1

Briefly discuss the benefits of the compensation method of responding to objections.

Accepted Answer

The answer of Briefly discuss the benefits of the compensation...

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

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

Question 4

As Shirley responded to a personnel director's concerns about changing to the health-care plan her firm offered,she said,"I can see why you feel that way.We do have a lot of forms to fill out.Others felt the same way,but they found that it is not nearly as cumbersome as they expected.Here's a letter from…." Which method is Shirley using to respond to this objection?

Accepted Answer

A)  Compensation 
B)  Revisit 
C)  Indirect denial 
D)  Direct denial 
E)  Referral

Question 5

When a golfing club manager says,"I am concerned that our club members will find the low center of gravity in the Taylor clubs mess up their golf swings," the Taylor salesperson responds,"I understand how you feel about the clubs.Another buyer felt the same way as you do until he tried the clubs for a month.He found them easy to use and that they actually improved his average score." Which method of dealing with objections is the Taylor salesperson using?

Accepted Answer

A)  Compensation 
B)  Indirect denial 
C)  Submissive 
D)  Referral 
E)  Direct denial

Question 6

Karla has just learned about the friendly silent questioning stare method (FSQS)of responding to objections.She uses it in a meeting with a prospect the next day.In this context,Karla is using a(n)_____ method of probing.

Accepted Answer

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

Question 7

"I realize that our 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 the 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 barcode label printers on the market." Which method of dealing with objections is the Zelton Systems salesperson using in this example?

Accepted Answer

A)  Direct acceptance 
B)  Pass-up 
C)  Referral 
D)  Revisit 
E)  Compensation

Question 8

Sellers need to maintain a positive attitude,even with rude,hard-to-get-along-with prospects.

Accepted Answer

A) True 
 B)False

Question 9

Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers,he had trouble with its purchasing agent who seemed to dislike Alain because Alain was born in France and spoke with a French accent.Alain lost a sale once because the purchasing agent complained that he couldn't understand Alain's accent.Alain had promised delivery in two weeks,but the agent said that he had needed the order to be filled in two days.Because of problems like this and other condescending remarks made by the agent,a _____ would be the best option for Alain's company.

Accepted Answer

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

Question 10

Gary objected to the high cost of the copier that Lynette was suggesting his office purchase.Lynette stated,"The initial price is one of the highest on the market,but this copier offers the fastest output rates available on the market and it has one of the best maintenance records in the industry.This will assist you in meeting those critical production deadlines you told me about." Lynette is using the _____ method to respond to Gary.

Accepted Answer

A)  direct acceptance 
B)  pass-up 
C)  referral 
D)  revisit 
E)  compensation

Question 11

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?

Accepted Answer

A)  He should try to get a sense of whether the other buyers share the concern. 
B)  He should respond to the objection by addressing all the buyers. 
C)  He should make sure that all the buyers are satisfied with his response before moving on in his presentation. 
D)  He should focus his attention solely on the individual offering the objection and use the direct denial method for most of the objections that are raised. 
E)  He should postpone all the objections even if the buyers are convinced that they need answers immediately.

Question 12

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

Accepted Answer

The answer of Under what conditions should a salesperson make...

Question 13

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)  bounce-back 
C)  revisit 
D)  postpone 
E)  backfire

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A)  "You are not an engineer;you cannot understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure." 
B)  "I do not like the service features of the oil drilling machines that you have delivered in the past." 
C)  "I need to take some time as I am not interested in the drilling machines manufactured by your company." 
D)  "I have always considered Nitrile Machines to be of superior quality and have never considered buying another brand." 
E)  "I do not believe the money we would earn from using your company's subsea oil drilling machine would offset its costs."

Question 16

The compensation method of responding to objections is often referred to as the superior benefit method because:

Accepted Answer

A)  the advantage of one attribute overcomes a concern about a less important attribute. 
B)  selling firms determine which strategy to use for each customer based on such factors as the estimated value of the customer. 
C)  the salesperson knows where the buyers stand and if they are paying attention. 
D)  the information provided by the salesperson is usually perceived as more credible than information from paid communication sources. 
E)  the advantage of getting an immediate feedback from the buyer increases rapidly.

Question 17

Successful salespeople make sure they have the most current pricing information available to them.

Accepted Answer

A) True 
 B)False

Question 18

What is the postponement method of responding to objections? What are its disadvantages?

Accepted Answer

The answer of What is the postponement method of responding...

Question 19

Salespeople should do everything they can to encourage buyers to voice concerns or questions.

Accepted Answer

A) True 
 B)False

Question 20

"I agree,sir,that the valve buttons on this brand of aerosol paint are very difficult to remove,and you will be glad they are.They are made that way to prevent children,who might sneak into your garage to play,from painting everywhere,accidentally harming themselves,and so on." Which of the following methods for responding to objections has been used in this scenario to convince the customer?

Accepted Answer

A)  Referral method 
B)  Acknowledge method 
C)  Compensation method 
D)  Indirect denial method 
E)  Revisit method

Exam 10: Responding to Objections

Briefly discuss the benefits of the compensation method of responding to objections.

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

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

Karla has just learned about the friendly silent questioning stare method (FSQS) of responding to objections.She uses it in a meeting with a prospect the next day.In this context,Karla is using a(n) _____ method of probing.

Sellers need to maintain a positive attitude,even with rude,hard-to-get-along-with prospects.

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?

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

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

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

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

The compensation method of responding to objections is often referred to as the superior benefit method because:

Successful salespeople make sure they have the most current pricing information available to them.

What is the postponement method of responding to objections? What are its disadvantages?

Salespeople should do everything they can to encourage buyers to voice concerns or questions.