Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

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 3

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

Accepted Answer

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 4

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

Accepted Answer

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 5

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:

Accepted Answer

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

Question 6

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?

Accepted Answer

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

Question 7

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?

Accepted Answer

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

Question 8

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.

Accepted Answer

A) True 
 B)False

Question 9

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?

Accepted Answer

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 10

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?

Accepted Answer

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

Question 11

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?

Accepted Answer

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 12

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?

Accepted Answer

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 13

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?

Accepted Answer

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

Question 14

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.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

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

Question 16

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?

Accepted Answer

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 17

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

Accepted Answer

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 18

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

Accepted Answer

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

Question 19

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

Accepted Answer

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

Question 20

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

Accepted Answer

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.

Exam 10: Objections Address Your Prospects Concerns

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

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

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

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

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:

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?

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?

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.

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?

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?

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?

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.

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

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?

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

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

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

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