Deck 10: Objections Address Your Prospects Concerns

Question 1

A salesperson with a large consumer products manufacturer, such as P&G or McCain Foods, should be ready for the stalling type of objection when selling a new product.That said, this type of objection tactic is NOT common.

Answer 1

False

Question 2

If a prospect dislikes making a buying decision, then they have a hidden objection.

Answer 2

True

Question 3

The buyer only focuses on the price of the product and not its cost.

Answer 3

False

Question 4

The professional salesperson welcomes sales objections.

Question 5

The textbook identifies six major categories of objections.

Question 6

Based on the textbook, if Kimberly is effective at answering questions or overcoming objections, then her sales figures will be higher than her co-workers' who struggle in both situations.

Question 7

Your objective in dealing with a stall objection is to help the prospect examine reasons for and against buying your products or services now.

Question 8

One of the ways a salesperson can forestall an objection is to brag about the objection before it is brought up by the customer.

Question 9

The cost of a product is a function of the price divided by the value the product provides to the prospect.

Question 10

When planning for an objection, the salesperson should design his/her presentation in a manner which minimizes the disadvantages of the product.

Question 11

In the price/value formula, the salesperson adjusts the price of the product to highlight the changes in value which the client will receive from the price change.

Question 12

When planning for objections, a salesperson should only consider the objections which influences the prospect's decision to buy.

Question 13

A salesperson should be prepared to respond to a prospect's objection at any time during the presentation, even when he first walks in the door.

Question 14

Objections are raised only by the buyers who are interested in the salesperson's offerings.

Question 15

If the product is NOT sold even though a salesperson firmly believes that his/her product can help solve the buyer's issue, then it is the buyer's fault for not realizing the need for the product.

Question 16

Salespeople need to anticipate objections, so they can stall them.

Question 17

The cost of a product may be reduced by holding price constant and increasing the value.

Question 18

"Level of profitability" is considered a psychological objection.

Question 19

Hidden objections are not as important as overt objections and, therefore, usually prospects will end up purchasing the product even if the hidden objections are not rectified.

Question 20

Salespeople should take objections personally so that they can take overcoming objections seriously.

Question 21

The vinyl siding salesperson has just used a trial close.What do you think will be the prospect's most likely reaction?

A)purchase the product
B)terminate the interview
C)ask questions
D)look at her watch
E)interrupt the sales presentation

Question 22

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.

Question 23

Which of the following statements helps the salesperson identify the sales stage the prospect has reached in the buying cycle?

A)a sales statement
B)negotiation
C)pass up technique
D)closing
E)a sales objection

Question 24

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.

Question 25

Professional salespeople never postpone objections.

Question 26

All objections raised during a sales presentation should be addressed, unless the objection relates a product issue.Those should only be addressed at the end of the presentation.

Question 27

Hardball tactics are often associated with win-win strategies.

Question 28

The purpose of the "rephrase an objection" technique is to help clarify meaning and determine the prospect's needs.

Question 29

Salespeople can use the prospect's tone of voice or facial expression to judge the optimal timing regarding when to use the five-question sequence method to overcome objections.

Question 30

Which of the following statements does not explain 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)Prospects who offer objections are often more easily sold.
D)Objections show the prospect wants to know about the salesperson's offer.
E)Objections create an obstacle for a salesperson which may be hard to overcome.

Question 31

Understanding a prospect's objection takes the prospect's objection and converts it into a reason to buy.

Question 32

Objections can be classified into two broad categories: practical and impractical.

Question 33

When should a professional salesperson be prepared to deal with a prospect's objection(s)?

A)after the close
B)after the presentation
C)during the approach
D)after the demonstration
E)any time during the sales call

Question 34

After overcoming an objection, should a salesperson attempt a trial close using a close-ended question?

Question 35

Using direct denial tactics supported by facts may be a very effective tactic to overcome objections.

Question 36

The statement "What you're saying is that you want to get the best product for your money" is a good example of the "rephrase an objection" technique.

Question 37

The dodge objection handling method can be used more than once within the same presentation.

Question 38

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

Question 39

When prompted, the pass up the objection handling technique has three options for the salesperson.

Question 40

An inexperienced salesperson presents the information differently from an experienced salesperson.Which of the following statements is true regarding their differences?

A)Inexperienced salesperson finishes the presentation and waits for a response from their prospect whereas an experienced salesperson uses a trial close
B)Inexperienced salesperson finishes the presentation and asks for a sale from their prospect whereas an experienced salesperson does not
C)Inexperienced salesperson finishes the presentation and leaves with a second appointment from their prospect whereas an experienced salesperson doesn't leave until he/she gets a sale
D)Inexperienced salesperson finishes the presentation and uses a trial close whereas an experienced salesperson waits for a response from their prospect
E)Inexperienced salesperson finishes the presentation and doesn't leave until he/she gets a sale whereas an experienced salesperson leaves with a second appointment from their prospect

Question 41

Johnathan was almost finished with his sales presentation to the head procurement officer for a major hotel chain when the prospect stood and said, "Thank you for coming by, Johnathan!" What kind of objection is the salesperson experiencing?

A)hidden objection
B)source objection
C)stalling objection
D)no-need objection
E)product objection

Question 42

Sometimes it is necessary to postpone the discussion of the product's price until later in the sales presentation.When such a postponement becomes necessary, what should the salesperson do?

A)thank the prospect for telling you of his concern over pricing
B)acknowledge the prospect's viewpoint
C)say, "I'm glad you brought that up because we want to carefully examine the cost in just a minute."
D)always discuss the price objection as it arises
E)if the product has not been discussed, then respond to the objection immediately

Question 43

Paula has just finished her sales call.She is now going to plan for the objections for future sales calls using the recent sales call as a guide.Which one of the following should NOT be part of her planning for objections routine?

A)Divide objections into major and minor categories
B)Formulate ways to overcome those objections
C)Review the prospect's objections
D)Plan to bring up disadvantages
E)Rehearse overcoming those objections

Question 44

Sam is a retail salesperson who has just approached his client and the client has told him that he does not need any help from Sam.Instead of going away, Sam says the following to the client: "Can you please tell me your concerns?" In this scenario, which method of objection handling is Sam using?

A)Dodge
B)Pass up
C)Boomerang
D)Direct denial
E)Indirect denial

Question 45

Hassam sells equipment for Laundromats.What is his goal when dealing with a stalling objection?

A)get the prospect to be pragmatic
B)help the prospect realistically examine reasons for and against buying now
C)help the prospect compare your product offering to what is being sold by your competitors
D)make the prospect mad enough to take some kind of action
E)prevent the prospect from making a hasty decision

Question 46

Tina is selling a revolutionary paint which allows you to draw, write, and erase on it.However, her prospect thinks that the price might be too high and the company would not have a budget for it.Upon hearing this, Tina says "Before you plan to buy, I want you to know that our company offers flexible payment options and I am happy to discuss that with you in detail." What objection handling method did Tina use in this example?

A)Dodge
B)Boomerang
C)Pass up
D)Postpone
E)Rephrasing

Question 47

"I can assure you that our pricing structure is fair, and I will showcase how that is five slides from now." In this example, the salesperson is using which objection handling method?

A)Compensation method
B)Rephrasing an objection method
C)Postpone the objection method
D)Dodge the objection method
E)Boomerang method

Question 48

Catherine sells restaurant equipment.If her prospect says, "Our current ovens are still functioning quite well," What kind of objection is this prospect using?

A)stalling
B)no-need
C)hidden
D)product
E)source

Question 49

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?

A)tactfully unearth the retail store buyer's true feelings about the candy
B)close again
C)use a trial close
D)make an appointment to come back again on a different day
E)continue doing her presentation

Question 50

Logan is presenting to his client and he uses the following statement in his presentation, "Ms.Parker, let me please tell you in advance that our product costs more than our competition.However, the reason it costs more is because it comes with a 10-year replacement warranty.Unlike our competition which only offers 2-year repair warranty, our company not only offers the repairs but also offers to replace the product twice for free during the first 10 years." Logan is using what method to handle objections?

A)Forestall
B)Boomerang
C)Postponing
D)Third-party answer
E)Pass up

Question 51

What may a salesperson conclude when faced with a no-need objection?

A)I still have a chance
B)the sales call is most likely over
C)the prospect does not like/want the product
D)I need to rebook the meeting and prepare a new presentation
E)the prospect does not like the salesperson

Question 52

Which of the following statements about the no-need objection is NOT true?

A)Some salespeople actually bring it on themselves.
B)The salesperson may be able to resurrect the presentation by asking questions.
C)No-need objections are especially tricky because they may also include a hidden objection.
D)No-need objections are especially tricky because they may also include a stall.
E)No-need objections cannot be used to get rid of a salesperson.

Question 53

All salespersons will experience objections at some point in their careers.Which of the following is NOT included in the textbook as a major category of objections that all salespersons will experience?

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

Question 54

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

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 55

Zac was trying to sell property insurance to his client.However, his client informed him that his company has just filed for insolvency.Which of the following types of objection did Zac's customer have?

A)Hopeless objection
B)Hidden objection
C)Stalling objection
D)Practical objection
E)Psychological objection

Question 56

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 responses 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 tomorrow."
D)"If it was up to you, would you buy now?"
E)"Would you like to tell me what is holding you back from purchasing it now?"

Question 57

According to the textbook, regardless of the type of objection a prospect has, there are some important points which needs to be considered for each objection.Which of the following is NOT one of the points mentioned in the textbook?

A)Handle objections as they arise
B)Listen to the objections
C)Understand the objections
D)Anticipate and stall
E)Be positive

Question 58

Mario is looking at new cars at a local dealership.After about one hour with the salesperson, the salesperson asks Mario the following; "So, shall we draw up the contract?" After thinking about it for a few minutes, Mario replies, "Love the car, but let me chat with my wife first!" What kind of objection is this salesperson facing?

A)no need objection
B)product objection
C)money objection
D)stalling objection
E)source objection

Question 59

If a salesperson fails to handle the objections as they arise, then which of the following will NOT be a buyer's reaction?

A)Prospect may feel insulted and may not pay attention to the rest of your presentation
B)Prospect may feel that you are not interested in their opinion
C)Prospect may feel you are trying to hide something
D)Prospect may feel that you don't think it's a problem
E)Prospect may feel you do not know the answer

Question 60

The two broad categories of objections are:

A)Major and minor objections
B)Practical and psychological objections
C)Forestall and stall objections
D)Overt and hidden objections
E)Hopeless and true objections

Question 61

"I do not want to do business with you or your company!" What type of an objection is this?

A)no-need objection
B)money objection
C)source objection
D)stalling objection
E)product objection

Question 62

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

A)third-party answer
B)forestalling
C)boomerang
D)postponing
E)pass up

Question 63

What does it mean when an objection turns into a condition of sale?

A)the prospect does not like the guarantee offered
B)the prospect does not have authority to buy, and the salesperson should be talking to someone of higher authority
C)if the salesperson meets the prospect's request, the prospect will buy
D)you are dealing with a "hopeless objection" - ask for the sale
E)if the salesperson does not change the presentation style being used, the prospect will terminate the sales interview

Question 64

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than the competition's.You had not even planned to discuss the golf cart's weight.What should you do about this objection?

A)Pass over it so you can finish presenting your energy efficiency points.
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 now.
E)Tell the prospect you will address her question at the end of the presentation.

Question 65

Which of the following is NOT a procedure to follow when a prospect raises an objection?

A)Respond to the objection
B)Listen to the objections
C)Use a trial close
D)Dissemble an objection
E)Ask questions to clarify

Question 66

Which of the following would you classify as two broad-categories of objections?

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

Question 67

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

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.

Question 68

Imagine you are a salesperson for Labatt Breweries.Which of the following is not a reason to listen to your prospect's objections and hear them out?

A)If you answer too quickly, you may cause the prospect to think something is wrong.
B)It is rude to interrupt a prospect, and this rudeness may irritate the prospect.
C)Jumping in too quickly may make the prospect think you are sensitive to this particular objection.
D)You could misread the objection and answer the wrong objection.
E)You need to quickly prove that the prospect is mistaken or else they might not buy the product.

Question 69

You are a salesperson for a new startup which is selling IT high-tech products in a highly competitive market.Which of the following types of objections would you likely end up dealing with the most at the beginning of your career?

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

Question 70

You are aware one of your competitors has been unethical telling wholesalers that your companies' computers use sub-optional parts in the manufacturing process, causing your computers to operate at a higher temperature and impacting the computers' performance.You are about to visit one of your regular wholesalers and want to forestall this objection.What could you do to prepare for this objection?

A)do not discuss it unless it is brought up by the prospect
B)the relationship you have developed with the wholesaler will overcome any perceived quality issue
C)get your manager to approve a price discount if needed to facilitate a re-order
D)include a strong evidence statement in your presentation and be prepared to back it up
E)tell the client that your computers do not use such parts

Question 71

Which of the following is an example of a source objection that a salesperson for a small publishing company might hear from a bookstore owner?

A)"I only deal with large, well-established publishing companies."
B)"Your books are priced too high."
C)"I don't want to take the risk associated with stocking books by lesser-known authors."
D)"I am satisfied with the type of stocks I am currently stocking."
E)"I'm too busy to talk to you now."

Question 72

The textbook offers a series of tips relating to bringing up the product price in a positive light.Which of the following statements are NOT considered best practices to use with a prospect?

A)"our rates are only 1% above prime rates"
B)"we offer various monthly payment plans that will appeal to you"
C)"you can pay the full price over a series of payments"
D)"the payment is only $200.00 per month"
E)"we will offer you $2500.00 to trade in your existing car"

Question 73

You have been trying to sell your company's security system to a prospect and have faced an objection you simply cannot overcome - you tried but regretfully, you are 100% sure the prospect will not buy from you.What should you do in this scenario?

A)ask for the order anyway - you never know
B)move back into your presentation and represent the major customer benefits
C)assume you have encountered a hopeless objection
D)end the sales interview as quickly and politely as possible so you can move on to more likely prospects
E)ask for another appointment later

Question 74

Early in his presentation before the garage owner mentions the cost, the salesperson makes the following statement; "You most likely notice our engines cost 25% more than our competitors.That said, the savings in maintenance cost more than make up for the premium price." What objection handling technique is the salesperson using?

A)third-party answer
B)forestalling
C)boomerang
D)postponing
E)pass up

Question 75

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 once a week, and we need deliveries twice a week.
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)I am not sure what my co-workers and senior team members would think of my decision

Question 76

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?

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 77

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

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

Question 78

What does the price/value formula indicate to a salesperson?

A)price is "variable"; the salesperson should adjust it to match the value
B)given price is "fixed"; the only way to decrease costs is to increase the value the product provides the prospect
C)prospects always look at the price as an issue and not the cost
D)to a seller price and cost are identical
E)avoid at all cost discussing price unless your product is the price-leader

Question 79

Which of the following statements about handling objections is NOT true?

A)Plan for objections.
B)Try to understand the objection from the perspective of the prospect.
C)Use the boomerang method when appropriate.
D)Try the indirect method when appropriate.
E)You can overcome all objections if you prepare for it.

Question 80

If a salesperson is faced with a stall objection, he/she can use all of the following tactics to overcome it except:

A)giving the prospect their space to think it over as there is always a second chance
B)Presenting the benefits of using the product now
C)Mentioning if there is a special price deal ongoing
D)Discussing any potential missed opportunity for delaying the decision
E)Tactfully pursuing the issue until the salesperson uncovers buyer's true feelings