Question 1

Aziz has just been hired as sales manager for Blackbeard, a new software company selling customized accounting systems for non-profit organizations. He is trying to anticipate objections customers will have to his company's products. What five major types of objections can he anticipate? Create an example of each type of objection.

Accepted Answer

The answer of Aziz has just been hired as sales...

Question 2

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.

Accepted Answer

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

Question 3

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

Accepted Answer

The answer of Carmen is making a PowerPoint presentation when...

Question 4

Dana sells Surlyn isonomer resins, which are used in the packaging of meats. As she was making her sales presentation to the purchasing agent for a meat distributor, he said, "I sure do wish people would get over this idea that they only have to eat chicken. Good beef is getting harder and harder to find." Dana continued, "I enjoy a good steak myself." She paused briefly and then asked, "But, did you know that Surlyn can cut your packaging rejects in half?" Dana was using the _____ method to respond to this objection.

Accepted Answer

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

Question 5

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.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements about forestalling objections is true?

Accepted Answer

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 7

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

Accepted Answer

A) True 
 B)False

Question 8

Price objections are best handled from a two-step approach. The second step is to:

Accepted Answer

A) try to look at the objection from the customer's viewpoint. 
B) determine what emotional needs the prospect is trying to fill. 
C) sell value and quality rather than price. 
D) adjust the presentation and present a lower priced product. 
E) try to negotiate a change in some other part of the deal so the price can be lowered.

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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.

Accepted Answer

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

Question 11

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.

Accepted Answer

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

Question 12

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

Accepted Answer

The answer of What strategy for dealing with objections is...

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

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 15

"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.

Accepted Answer

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

Question 16

Which of the following statements about objections is FALSE?

Accepted Answer

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 17

Under what conditions should the salesperson make use of the direct denial method for handling objections?

Accepted Answer

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

Question 18

Discuss the importance of forestalling as a strategy.

Accepted Answer

The answer of Discuss the importance of forestalling as a...

Question 19

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?

Accepted Answer

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

Question 20

According to salespeople, what is the most frequently mentioned obstacle to obtaining a purchase commitment?

Accepted Answer

The answer of According to salespeople, what is the most...

Exam 10: Responding to Objections

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

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.

Which of the following statements about forestalling objections is true?

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

Price objections are best handled from a two-step approach. The second step is to:

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

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.

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

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

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

Which of the following statements about objections is FALSE?

Under what conditions should the salesperson make use of the direct denial method for handling objections?

Discuss the importance of forestalling as a strategy.

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?

According to salespeople, what is the most frequently mentioned obstacle to obtaining a purchase commitment?