Deck 8: Addressing Concerns and Earning Commitment

Question 1

Which of the following types of sales resistance is most common but usually not the most important issue?

A) Quality concerns
B) Price concerns
C) Trust concerns
D) Performance concerns
E) Delivery concerns

Answer 1

B

Question 2

Mike is a sales rep for an industrial equipment company. Mike can expect sales resistance when ____.

A) The buyer wants to avoid the sales interview
B) The prospect lacks information.
C) The buyer simply resists change
D) The he has failed to prospect properly.
E) All of the above are correct.

Answer 2

E

Question 3

"Give me a couple of weeks to think it over" is an example of which type of objection?

A) Time
B) Price
C) No need
D) Product related
E) Service related

Answer 3

A

Question 4

Which of the following best describes buyer resistance?

A) Price is too high
B) Anything the prospect says or does that slows down the buying process
C) Anytime the prospect says "no"
D) An emotional state brought on through miscommunication.
E) An emotional state brought on through misunderstanding

Question 5

LAARC is an acronym for ____.

A) Listen, acknowledge, assess, respond, confirm
B) Listen, assess, acknowledge, respond, confirm
C) Listen, ask, reply, confirm
D) Listen, ask, reply, consider
E) None of the above

Question 6

Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?

A) Need objections
B) Product or service objections
C) Price objections
D) Company or source objections
E) Confirmed objections

Question 7

Which of the following is not a common reason why prospects raise objections?

A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospect fails to recognize the need
D) The prospect lacks information
E) All of the above are common reasons why prospects raise objections.

Question 8

A buyer expressing resistance because he/she is loyal to another supplier is raising which type of objection?

A) Forestalling
B) Price
C) Company or Source
D) Product related
E) Service related

Question 9

Buyer resistance to the progression of the sale is referred to as _____________.

A) A threat to the sale
B) An objection
C) Interest
D) A buyer initiated challenge (BIC)
E) Show stopper

Question 10

Which of the following reasons for objections is most likely to result in a lost sale?

A) The prospect wants to avoid the sales interview
B) Objecting is a matter of custom
C) The prospect is not a qualified prospect
D) The prospect wants to show interest
E) The prospect lacks information

Question 11

When preparing for sales resistance, salespeople should remember ____.

A) Sales resistance should be treated like a question
B) Sales resistance is normal part of the sales process
C) Sales resistance usually reflects interest in the product
D) Sales resistance means the buyer is at least somewhat involved in the presentation
E) All of the above

Question 12

A buyer who says "We have a better offer from your competitor" is likely expressing a(n) ____ objection.

A) Price
B) Time
C) Source
D) Need
E) Product

Question 13

A buyer who says "Your company is too small to meet my needs" is expressing a(n) ____ objection.

A) Price
B) Time
C) Source
D) Need
E) Product

Question 14

In the LAARC process for handling buyer resistance, the first A stands for?

A) Assess
B) Acknowledge
C) Address
D) Anticipate
E) Assign

Question 15

One of the most difficult types of objections to overcome is one based on ____.

A) Price
B) Quality
C) Performance
D) Loyalty to a competitor
E) All of the above are relatively easy to overcome

Question 16

Tracy is a salesperson for XYZ Computer Co. and is having trouble getting sales. Her customers consistently bring up need objections and she is rarely able to overcome them. Chances are Tracy ___________________.

A) Needs to improve her prospecting and qualifying skills
B) Isn't spending enough time presenting the different features and benefits of her products
C) Needs to find a way to lower the price of her products
D) Just doesn't know the product well enough to sell it
E) Is working with customers who simply don't know what they need

Question 17

Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to handle objections. She is comforted somewhat by knowing that most objections fall into one of five categories. Which of the following is not one of those categories?

A) Need objections
B) Product or service objections
C) Price objections
D) Company or source objections
E) All of the above are categories of objections

Question 18

A buyer expressing concern about the warranty offered by the seller is raising which type of objection?

A) Forestalling
B) Price
C) No need
D) Time related
E) Service related

Question 19

A buyer expressing concern about the product's ability to function properly is raising which type of objection?

A) Forestalling
B) Price
C) No need
D) Product related
E) Service related

Question 20

Anthony is salesperson for XYZ Co. and is confronting an objection. The first thing Anthony needs to do is:

A) Forestall
B) Ask for the order
C) Respond to the objection
D) Listen carefully
E) Assess the objection

Question 21

A buyer saying "The price is lower than I thought it would be" is communicating a(n) ____.

A) Commitment signal
B) Objection
C) Trial commitment
D) Confirmed benefit
E) None of the above are accurate

Question 22

Ethan has a testimonial from a highly respected customer that counters the rumor Ethan's company doesn't have a strong research and development department. With which of the following types of objection handling methods is Ethan most likely to use the testimonial?

A) Indirect denial
B) Questioning
C) Translation
D) Compensation
E) Reverse Contention Method (RCM)

Question 23

The most straightforward method for earning commitment is?

A) Assumptive Close
B) Minor-Points Close
C) T-Account Method
D) Success Story
E) Direct Commitment

Question 24

Just before moving into the securing commitment and closing stage, a salesperson should ____.

A) Review with the customer all of the product's features and benefits
B) Summarize the confirmed benefits
C) Disclose the price of the product
D) Remind the customer of their concerns
E) All of the above are accurate

Question 25

Questions asked by the salesperson designed to elicit how far along the prospect is in his/her decision making are called ____.

A) Purchase requests
B) Commitment signals
C) Objections
D) Trial commitments
E) All of the above

Question 26

What should the salesperson do once he/she has answered all the buyer's questions and has resolved resistance issues that have come up during the presentation?

A) Ask the buyer to make a purchase
B) Summarize the pertinent buying signals
C) Check to make sure all needs have been addressed
D) Attempt to get another appointment with the buyer
E) None of the above

Question 27

Jennifer, a salesperson for ABC Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. Jennifer is using the ____ method of handling resistance.

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 28

Stacey, a salesperson for XYZ Co. has just heard her prospect make a red light statement. This means:

A) It is unlikely she will get the sale
B) She has another objection to handle
C) May ask for the order
D) The prospect wants her to stop
E) None of the above

Question 29

Alan, a salesperson for ABC Industrial Equipment, finds most of his customers express resistance based on the fact that ABC's delivery time is one week longer than most of its competitors. Alan usually handles that resistance by reviewing with the customers all of the confirmed benefits the product provides. Alan is using the ____ method for handling resistance.

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 30

A buyer saying "The price is higher than I thought it would be" should be viewed by the salesperson as a(n) ____.

A) Green light statement
B) Red light statement
C) Yellow light
D) Commitment signal
E) None of the above are accurate

Question 31

When attempting to understand the objection the buyer is trying to express, the salesperson should:

A) Avoid making assumptions about what the buyer is going to say.
B) Engage in active listening.
C) Confirm his/her understanding of the objection with the buyer.
D) All of the above
E) None of the above

Question 32

Which of the following is not a technique for earning commitment?

A) Direct Commitment
B) Translation
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 33

Jeremy is interested in buying 10 cars for his company. He likes a particular car a salesperson is showing him but expresses concern about the fact that the car's engine isn't as powerful as others he was considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?

A) Yes, the engine is less powerful, but the car comes with several other options you said you wanted.
B) Because the engine is less powerful it is more fuel efficient, and that means your company will save money.
C) You're mistaken; the engine has the same amount of power as the others you were considering.
D) Why do you want an engine that has more power?
E) None of the above illustrates the boomerang method.

Question 34

Which of the following is not a technique for earning commitment?

A) Direct commitment
B) Summary commitment
C) Balance sheet commitment
D) Alternative choice
E) All the above are techniques for earning commitment

Question 35

Which of the following is not a method for responding to objections?

A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Question 36

Acknowledging a buyer's expressed concern is important because doing so ____.

A) Demonstrates understanding
B) Gives the salesperson time to begin assessing the resistance
C) Paves the way for telling the customer he or she is wrong
D) Both A and B
E) None of the above is correct.

Question 37

Statements from the buyer that indicate his/her interest in making a purchase are called ____.

A) Purchase requests
B) Commitment signals
C) Objections
D) Trial commitments
E) All of the above

Question 38

LAARC is a tool for helping salespeople ____.

A) Present features and benefits
B) Overcome resistance
C) Uncover needs
D) Use visual aids
E) Remember to ask for the order

Question 39

Which of the following phrases should salespeople involved in relational selling try to remember?

A) Always Be Closing (ABCs of Selling)
B) Never take no for an answer
C) Nobody likes to be sold, but everybody likes to buy
D) Show me an objection and I'll show you an interested buyer
E) All of the above

Question 40

A salesperson asking the buyer "Do you see how this product will benefit your organization?" is using a ____.

A) Commitment signal
B) Objection
C) Trial commitment
D) Confirmed benefit
E) None of the above are accurate

Question 41

Buyers may raise objections because they are resistant to change.

Question 42

Buyers may raise objections because it is customary to do so.

Question 43

Price objections are the most difficult to overcome.

Question 44

Initially, if a salesperson fails to earn the buyer's commitment, he/she should first?

A) Attempt once again to gain the buyer's commitment (i.e., make a sale)
B) Thank the buyer for their time
C) Attempt to get another appointment with the buyer
D) Probe to try to find out why the buyer is resistant
E) None of the above

Question 45

"I'm concerned that if we ever have trouble with a copier we buy from your company, you won't service it in a timely fashion" is an example of a product objection.

Question 46

"Would you like to place an order today?" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 47

A salesperson's ability to qualify prospects will often have an effect on the types of resistance the salesperson will face.

Question 48

"Are you interested in the basic model or would you like the deluxe model?" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 49

When salespeople relate the initial sales resistance and subsequent acceptance and positive outcome experienced by a previous customer in an effort overcome sales resistance with a current customer, they are using which method of responding to objections?

A) Direct denial
B) Indirect denial
C) Feel-Felt-Found
D) Translation
E) None of the above

Question 50

"How do I know you'll meet our delivery requirements?" is an example of a need objection.

Question 51

The "need objection" and "product objection" categories are essentially the same.

Question 52

Sales resistance is not a normal part of the sales process.

Question 53

"Your prices are too high" is probably the most common type of objection.

Question 54

"How do I know you'll meet our delivery requirements?" is an example of a service objection.

Question 55

When a customer says "Your prices are too high," it always means they have a price objection.

Question 56

Buyers may express resistance before ever talking with the salesperson about solutions and price.

Question 57

"Let's make a list of the pros and cons associated with purchasing my product" is an example of which type of technique to earn commitment?

A) Direct commitment
B) Boomerang method
C) Summary commitment
D) Balance sheet commitment
E) Alternative choice

Question 58

If a salesperson fails to earn the buyer's commitment, he/she should immediately?

A) Attempt once again to gain the buyer's commitment (i.e., make a sale)
B) Thank the buyer for their time
C) Attempt to get another appointment with the buyer
D) Lower the price
E) None of the above

Question 59

Time objections are often used by the buyer as stall tactics.

Question 60

A buyer's resistance based on his or her loyalty to another supplier is generally easy to overcome.

Question 61

"How quickly can you deliver the product" is an example of a trial commitment.

Question 62

If a customer is wrong about something when expressing resistance, the salesperson should consider using the Indirect Denial method before considering the Direct Denial method.

Question 63

"Close early and close often" is a good motto for salespeople involved in relational selling.

Question 64

"Always Be Closing" is a good motto for salespeople involved in relational selling.

Question 65

"The price is lower than I thought" is an example of a commitment signal.

Question 66

In order to effectively respond to objections, salespeople must be good listeners.

Question 67

Gaining commitment should be a natural result if the salesperson has done a good job of uncovering needs, presenting appropriate solutions, and handling customer concerns.

Question 68

"How quickly can you deliver the product" is an example of a commitment signal.

Question 69

The Compensation method for handling objections turns a reason not to buy into a reason to buy.

Question 70

Forestalling and "Coming-to-That" are essentially the same method for handling resistance.

Question 71

Using the Direct Denial method for handling resistance is risky because it may anger the buyer.

Question 72

The "L" in LAARC stands for Listen.

Question 73

Relative to the Direct Denial method, Indirect Denial is generally a less risky method of handling resistance.

Question 74

Using third-party reinforcement will always be effective in overcoming a buyer's resistance.

Question 75

Before attempting to gain commitment, the salesperson should summarize all the benefits their offer (solution) is capable of producing.

Question 76

The salesperson must initiate trial commitments.

Question 77

The Direct Denial method is probably the safest objection handling method.

Question 78

After a buyer expresses an objection, it is inappropriate for the salesperson to ask the buyer probing questions.

Question 79

Today's buyers are more likely to be less tolerant of "closing techniques."

Question 80

When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.