Question 1

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?

Accepted Answer

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 2

When the prospect asked how quickly replacement parts for the wood laminating machine could be delivered in the event of a part failure, the salesperson said, "Before we discuss replacement parts, let me explain to you how my company's machine reduces waste to a minimum and still produces beautiful laminations." What method for handling an objection was used in this example?

Accepted Answer

A) revisit method 
B) compensation method 
C) acknowledge method 
D) forestalling method 
E) postpone method

Question 3

Cory is making a presentation to a group of buyers from an agricultural co-op. One of the buyers offers an objection to Cory's products. What is the first thing Cory should do?

Accepted Answer

The answer of Cory is making a presentation to a...

Question 4

Objections during the presentation show the prospect is paying attention.

Accepted Answer

A) True 
 B)False

Question 5

What can objections create for salespeople?

Accepted Answer

The answer of What can objections create for salespeople?...

Question 6

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.

Accepted Answer

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

Question 7

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.

Accepted Answer

A) True 
 B)False

Question 8

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.

Accepted Answer

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

Question 9

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

Accepted Answer

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

Question 10

"Yes, I realize that this ointment has a peculiar smell, and you'll be glad it does some night when a sleepy patient goes to brush his teeth and doesn't use the ointment because of its smell. As we both know that kind of thing does happen, and our ointment could make someone very sick." This retail sales rep is using the _____ method to respond to an objection.

Accepted Answer

A) SPIN 
B) "turn the tables" 
C) revisit method 
D) indirect denial 
E) acknowledge

Question 11

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.

Accepted Answer

A) True 
 B)False

Question 12

"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?

Accepted Answer

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

Question 13

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

Accepted Answer

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

Question 14

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

Accepted Answer

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

Question 15

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

Accepted Answer

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 16

What is the first trait salespeople need in handling objections?

Accepted Answer

The answer of What is the first trait salespeople need...

Question 17

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

Accepted Answer

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 18

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

Accepted Answer

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 19

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?

Accepted Answer

A) "That's true.However, they are 30% less expensive.So they're still a better deal for you." 
B) "That simply is not true.Studies show that our machines break down no more often then our major competitors." 
C) "That may have been true at one time.In fact, 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 20

As Innam responded to the 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 Innam using to respond to this objection?

Accepted Answer

A) compensation 
B) revisit 
C) indirect denial 
D) direct denial 
E) none of the above

Exam 10: Responding to Objections

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?

Cory is making a presentation to a group of buyers from an agricultural co-op. One of the buyers offers an objection to Cory's products. What is the first thing Cory should do?

Objections during the presentation show the prospect is paying attention.

What can objections create for salespeople?

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.

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.

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.

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

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.

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

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

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

What is the first trait salespeople need in handling objections?

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

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

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?