Deck 11: Welcome Your Prospects Objections

Question 1

Questions cannot be used to unveil objections.

Answer 1

False

Question 2

A prospect says "I'll think it over." This can be treated as a no-need objection.

Answer 2

False

Question 3

In planning a sales presentation, the salesperson should think of reasons why a prospect might not buy.

Answer 3

True

Question 4

The Quaker Oats salesperson should most likely be ready for the stalling type of objection when selling a new cereal to retail buyers.

Question 5

The salesperson should postpone all the objections to the end of sales presentation to maintain control of the presentation.

Question 6

Do not deny objections even if they are based on incorrect information.

Question 7

Objections are classified into two categories: maximum and minimum.

Question 8

Sales objections should be welcomed.

Question 9

A salesperson should be prepared to respond to a prospect's objection at any time during the presentation.

Question 10

The salesperson should hope that the prospect says nothing during her presentation so that she can give an uninterrupted sales presentation.

Question 11

A hopeless objection is one that cannot be answered by the salesperson.

Question 12

The computer tech salesperson is confronted with the no-need objection when her prospect says, "I am not interested in buying a scanner for my computer."

Question 13

Many times, when prospects appear to be offering objections, they are actually requesting more information.

Question 14

Conditions and hopeless objections cannot be handled by negotiation.

Question 15

To forestall means to discuss objections as soon as they are raised.

Question 16

A prospect says, "I cannot afford to pay $600 for this TV." A salesperson should feel confident that the prospect is setting a condition.

Question 17

Opposition or resistance to the information provided by a salesperson is called sales objection.

Question 18

A practical objection is termed as a major objection.

Question 19

According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says "No, I do not need your product."

Question 20

After the presentation, experienced salespeople use a trial close to determine the prospect's attitude toward the product and if it is time to close.

Question 21

A ________ is defined as resistance by the prospect to the salesperson's request.

A) sales stalemate
B) buyer postponement
C) selling challenge
D) customer forestalling
E) sales objection

Question 22

The salesperson should never directly deny anything said by the prospect.

Question 23

When a prospect shows resistance to a salesperson's attempt to close a sale, the customer is most likely:

A) creating a sales challenge.
B) using a condition of sale.
C) dodging the sale.
D) forestalling.
E) raising an objection.

Question 24

The compensation method is effective in handling a valid objection.

Question 25

The dodge method of handling an objection takes the prospect's objection and converts it into a reason to buy.

Question 26

Most objections can be easily rephrased into questions.

Question 27

The salesperson should most likely be prepared to handle the prospect's objection(s):

A) after the close.
B) after the presentation.
C) during the approach.
D) after the demonstration.
E) anytime during the sales call.

Question 28

After responding to an objection, the salesperson should ask for the order.

Question 29

Money objections do not include economic excuses.

Question 30

A proof statement can be used when letting a third party respond to an objection.

Question 31

"I would prefer to buy a used copy machine rather than the new models you are selling." This is an example of product objection.

Question 32

"In addition to that, is there any other reason for not going ahead?" is the second question in the five-question sequence method for overcoming objections.

Question 33

If you are 100 percent sure that you cannot overcome an objection, never ask for the order.

Question 34

The objections relating to loyalty to a present supplier is called reseller objection.

Question 35

The dodge technique is used to ignore an objection.

Question 36

The price/value formula helps a salesperson respond to a customer's price objection.

Question 37

"Your competitor's product is better" This is an example of source objection.

Question 38

The no-need response strongly implies the end of a sales call.

Question 39

A prospect says, "I don't like your color choices." The salesperson responds, "Before you decide to buy, let me tell you about our credit plan." This salesperson is using a boomerang technique.

Question 40

Professional salespeople should answer price objections that are raised early in a sales presentation because postponing leads to lost sales.

Question 41

Forestalling is best described as a:

A) method for dealing with customers who use money objections.
B) way to attack any type of customer objection.
C) method of discussing anticipated objections before they arise.
D) five-question sequence for dealing with customer objections.
E) form of direct denial based on proof statements.

Question 42

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you do about this objection?

A) Inform the customer that weight is not an important parameter and proceed with the presentation.
B) Ignore it and continue as you had planned.
C) Pass over it for now and cover it just before the close.
D) Answer the question and proceed with the presentation.
E) Ignore it and talk a little faster to regain control of the sales interview.

Question 43

A prospect's response during a sales presentation could be categorized as any of the following EXCEPT a(n):

A) request for more information.
B) indirect suggestion.
C) hopeless objection.
D) condition of sale.
E) true objection.

Question 44

Which of the following is an example of a practical objection?

A) Resistance to spending money
B) Dislikes making a buying decision
C) Delivery schedules
D) Negative image of a salesperson
E) Predetermined beliefs

Question 45

The executive jet salesperson has just used a trial close. A typical prospect would:

A) purchase the product.
B) terminate the interview.
C) ask questions.
D) become defensive.
E) interrupt the sales presentation.

Question 46

Early in his presentation and before the hotel owner even mentioned cost, Andrew said, "You're going to notice that our shower curtains are higher priced because of their mildew-proofing that makes them last 50 percent longer than ordinary shower curtains." Andrew is using:

A) product revelation.
B) forestalling.
C) stalling.
D) postponing.
E) circular logic.

Question 47

Which of the following statements about handling sales objections is true?

A) Discuss disadvantages in the beginning of the presentation.
B) Consider objections as barriers to sales.
C) Objections distort your ability to understand a prospect's needs.
D) Do not use a nonverbal communication to respond to an objection.
E) Do not take the objections personally.

Question 48

________ refers to reaching an agreement mutually satisfactory to both buyer and seller.

A) Collaboration
B) Strategic allying
C) Negotiation
D) Partnering
E) Networking

Question 49

What is the best reason to listen to a prospect's objections carefully before responding?

A) The prospect may not understand the difference between listening and hearing.
B) The Golden Rule of Selling emphasizes the importance of listening.
C) Timing and listening are critical to achieving short-term sales goals.
D) The salesperson could answer the wrong objection.
E) Many objections are practical ones.

Question 50

The two broad categories of objections are ________, which can never be solved and ________, which can be answered.

A) potential objections; actual objections
B) hopeless objections; true objections
C) superficial objections; actual objections
D) feigned objections; real objections
E) generic objections; specialized objections

Question 51

The prospective buyer says, "I would buy your line of cleaning products if you offered a quantity discount." The salesperson responds, "Discounts are commonly offered in this business and if you order today, I am authorized to give you a cumulative quantity discount." The salesperson has:

A) implemented a contingency objection.
B) turned an objection into a condition of sale.
C) used forestalling.
D) benchmarked the sale.
E) used a sales dodge.

Question 52

Which of the following statements is NOT a reason that explains why a salesperson should welcome prospect objections?

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) Most customer objections are raised at the closing stages of a sales presentation.
D) Objections show the prospect wants to know about the salesperson's offer.
E) Some customers raise objections because they want and need more information.

Question 53

When planning for objections, a salesperson should most likely:

A) consider the reasons a prospect should and should not buy.
B) memorize canned responses to commonly raised objections.
C) structure presentations to focus on minor objections.
D) use the stalling technique to address objections.
E) postpone all objections until closing.

Question 54

________ requires the salesperson to discuss an objection before a prospect has the opportunity to ask about it.

A) Objection pre-emption
B) Obstructing an objection
C) Advanced objection
D) Objection dodging
E) Forestalling an objection

Question 55

An objection which can be answered by the salesperson is called a ________ objection.

A) delayed
B) practical
C) source
D) true
E) hopeless

Question 56

What should a salesperson do after finishing the sales presentation?

A) Use a trial close to determine the attitude of the product.
B) Wait for a positive response from the buyer.
C) Ask for the order after fully doing the presentation.
D) Ask questions to assess the amount of knowledge gained by the prospect.
E) Present proof statements.

Question 57

The prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." Once the salesperson determined that this was a condition of sale, he should:

A) engage in negotiation.
B) use stalling techniques until he can contact his supervisor.
C) use forestalling.
D) use a dodge.
E) realize that he can never close the sale.

Question 58

When the prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." The salesperson must first:

A) try to negotiate with the customer to make a sale.
B) determine if the prospect is setting a condition.
C) smoke out the hidden and hopeless objections.
D) use a dodge to create interest in the prospect.
E) determine if the objection is major or minor.

Question 59

Lowell is anticipating an objection from his prospect concerning the quality of the adhesives that his company sells. He plans to weave into the early part of his presentation the information about the product's recent "best buy" rating from a consumer information magazine before the prospect can bring up the quality issue. What method is he using for meeting this objection?

A) Objection procrastination
B) Forestalling
C) Stalling
D) Postponing
E) Circular logic

Question 60

When an objection turns into a condition of sale, it most likely means that:

A) the prospect does not like the guarantee provided with the product.
B) the prospect does not have decision-making authority.
C) if the salesperson meets the prospect's request, the prospect will buy.
D) the prospect does not like the payment terms offered.
E) the objection is true and cannot be overcome by the salesperson.

Question 61

A retail store buyer who dwells on trivial details like the placement of buttons or the stitching on the collar as the reason for not buying, more than likely has ________ objections.

A) stalling
B) forestalling
C) no-need
D) hidden
E) pre-emptive

Question 62

________ objections are simply a smoke screen designed to get rid of a salesperson.

A) Hidden
B) Product
C) Stalling
D) No-need
E) Money

Question 63

Assume the prospect says, "I really like the ergonomic design of the office furniture you are selling, but I need to ask my boss about it before I buy." According to the text, which of the following would NOT be an appropriate response for the salesperson to make?

A) "What are some of the issues you want to talk to him about?"
B) "Did you need to ask about financing or get his approval to buy?"
C) "Good! I'll call you later in the day."
D) "If it was up to you, would you buy now?"
E) "If you had the authority, you would go ahead with the purchase, wouldn't you?"

Question 64

Which among the following is the best example of a no-need objection?

A) "I have to think this over before I buy."
B) "I plan to wait until fall before I buy a new car."
C) "I am pleased with the performance of the car I have now."
D) "I can't afford a new car now."
E) "I want to buy from a more established car dealer."

Question 65

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

A) Using a trial close
B) Ignoring it until the buyer asks a question
C) Forestalling until the close
D) Trying to get the buyer to reveal it
E) Countering it by stalling during the sales presentation

Question 66

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?

A) "Your company only makes deliveries weekly, and we need twice a week deliveries."
B) "My store is currently overstocked with cold remedies."
C) "Our store only sells a case of shampoo in a week."
D) "Your beauty aids are priced higher than your competitor's."
E) "I have a low opinion of salespeople from your firm."

Question 67

The prospect stands up after the sales presentation and says, "Your electronic vending machine seems to be very sophisticated, but we are highly satisfied with the models we are currently using. Thanks for coming by." Which objection is being used by the prospect?

A) Source
B) Forestalling
C) No-need
D) Hidden
E) Anticipatory

Question 68

Which of the following is the best example of a stalling objection?

A) "Your price is too high for the quality."
B) "Frankly, your competitor makes a more efficient refrigeration unit."
C) "You've got to do better than that with the price and financing."
D) "Sounds good! I'll need to clear it with my boss before I can make a purchase."
E) "I think you have a great product, but at this moment we don't need a new security system."

Question 69

All of the following are major categories of objections discussed in the text EXCEPT:

A) product objections.
B) environmental objections.
C) stalling objections.
D) no-need objections.
E) source objections.

Question 70

All of the following statements about the no-need objection are true EXCEPT that a:

A) salesperson may trigger a no-need objection by giving a poor sales presentation.
B) salesperson may be able to overcome the no-need objection by asking questions.
C) no-need objection may also include a hidden objection.
D) no-need objection may also include a stalling objection.
E) no-need objection may be overcome with autosuggestion.

Question 71

Janette Hue sells vending machines. Her goal when dealing with a stalling objection is to:

A) outline disadvantages of the competition's product.
B) help the prospect examine reasons for and against buying now.
C) provide the prospect with helpful visual aids and brochures.
D) make the prospect mad enough to take some kind of action.
E) prevent the prospect from making a hasty decision.

Question 72

The prospect is using a ________ objection when he says, "I love the copier, but I just need some time to look over your operating manuals before I commit to buying a new machine."

A) stalling
B) forestalling
C) no-need
D) hidden
E) anticipatory

Question 73

As the restaurant equipment salesperson finished his basic presentation, his prospect said, "Sounds good. I really like what you had to say, and I know you have a good product, but I'm not interested now. Our present product works well. We will stay with it." Standing up to conclude the interview, the prospect says, "Thank you for coming by." What kind of objection is the salesperson experiencing?

A) Hidden objection
B) Source objection
C) Money objection
D) No-need objection
E) Product objection

Question 74

True objections come in two types:

A) situational and personal.
B) practical and impractical.
C) external and internal.
D) major and minor.
E) physiological and psychological.

Question 75

The ________ objection is used widely because it politely gets rid of the salesperson.

A) Hidden
B) Open-ended
C) Source
D) No-need
E) Money

Question 76

A salesperson will not be able to

Question 77

Which of the following is NOT a psychological objection?

A) Resistance to domination
B) Resistance to spending money
C) Predetermined beliefs
D) Dislikes making a buying decision
E) Prospect having overstock of your products

Question 78

Assume that a salesperson has asked a prospect to buy three cases of Easter candy and the prospect responds with a stalling objection. The salesperson should then:

A) present the benefits of purchasing now.
B) close again and test the reaction.
C) use a trial close.
D) agree and leave.
E) restart the presentation.

Question 79

Gordon has just finished his sales presentation when his prospect says," I love your accounting software but I must discuss it with my boss." Identify the type of objection being utilized by the prospect.

A) Stalling
B) Forestalling
C) No-need
D) Hidden
E) Anticipatory

Question 80

Which of the following statements about the no-need objection is true?

A) Some salespeople actually encourage their prospects to make this kind of an objection because their sales presentation is poor.
B) Once the no-need objection is expressed the salesperson should stop the presentation and try a close.
C) No-need objections relate directly to the product.
D) No-need objections are typically handled through forestalling.
E) Such objections are rarely used because it is a rude way to get rid of the salesperson.