Deck 12: Welcome Your Prospects Objections

Question 1

Sometimes, prospects appear to be making objections when they are actually requesting more information.

Answer 1

True

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

A salesperson's objective in dealing with a stall is to help prospects evaluate the reasons for and against buying now.

Question 5

In planning for objections, a salesperson should focus exclusively on the reasons why a prospect should buy.

Question 6

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

Question 7

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

Question 8

Sales objections should be welcomed.

Question 9

A prospect says, "I cannot afford a $500 monthly car payment." A salesperson should feel confident that the prospect is setting a condition.

Question 10

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

Question 11

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

Question 12

Prospects seldom use the no-need objection because it is rude.

Question 13

Usually, handling a source objection requires calling on the prospect routinely over a period to break this resistance barrier.

Question 14

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

Question 15

A salesperson has a greater chance of sales success by offering the lowest price.

Question 16

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

Question 17

Negotiation refers to reaching an agreement that is mutually satisfactory to both buyer and seller.

Question 18

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

Question 19

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

Question 20

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

Question 21

If you are 100 percent sure that you cannot overcome the objection and that the prospect will not buy, it is better to leave the prospect's office without asking for an order.

Question 22

Which term refers to opposition or resistance by the prospect to information or to the salesperson's request?

A) Sales condition
B) Arbitration
C) Negotiation
D) Trial close
E) Sales objection

Question 23

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 24

A salesperson should never dodge an objection.

Question 25

_____ refers to the salesperson discussing an objection before a prospect has the opportunity to ask about it.

A) Anticipating
B) Obstructing
C) Dodging
D) Forestalling
E) Negotiation

Question 26

The compensation method of handling objections is also known as the boomerang method.

Question 27

The compensation method is effective in handling a valid objection.

Question 28

Price is the primary objection to postpone if you have not had the opportunity to discuss product benefits.

Question 29

Conditions and hopeless objections cannot be handled by negotiation.

Question 30

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

Question 31

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

Question 32

The dodge method of handling an objection involves turning a prospect's objection into a reason to buy.

Question 33

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 34

A salesperson told a prospect, "I agree. Our price is a little higher, but so is our quality. Are you interested in saving $1,200 a year on maintenance?" This statement is an example of indirect denial.

Question 35

What should a salesperson do after finishing the sales presentation?

A) Use a trial close to determine the prospect's attitude
B) Wait for a positive response from the buyer
C) Ask the prospect for a purchase order
D) Request a summary from the prospect
E) Present multiple proof statements

Question 36

The indirect denial begins with an agreement or an acknowledgment of the prospect's position.

Question 37

Lowell is anticipating an objection from his prospect concerning the quality of the adhesives his company 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. Which of the following methods is used by Lowell for meeting this objection?

A) Indirect denial
B) Postponing
C) Objection preemption
D) Forestalling
E) Objection dodging

Question 38

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

Question 39

Most objections can be easily rephrased into questions.

Question 40

The difference between the direct and indirect denial is that the latter is more tactful and courteous.

Question 41

Early in his presentation, before the maintenance supervisor even mentioned cost, Andrew said, "You're going to notice our wax is higher priced because of the extra ingredients that make it last 50 percent longer between applications than ordinary wax." Andrew is using:

A) indirect denial.
B) forestalling.
C) objection preemption.
D) postponing.
E) objection dodging.

Question 42

When the prospect said, "I know that your company usually ships in batches of six 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 43

What are the two types of answerable objections?

A) Pragmatic and conditional
B) Practical and impractical
C) Direct and indirect
D) Major and minor
E) Objective and subjective

Question 44

An objections such as "I'll think it over," is simply a smoke screen designed to get rid of a salesperson. This objection is an example of a _____ objection.

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

Question 45

Which of the following statements about the no-need objection is most likely 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 a salesperson.

Question 46

Prospects who ask trivial, unimportant questions or conceal their feelings beneath a veil of silence most likely have _____ objections.

A) product
B) hidden
C) hopeless
D) superficial
E) source

Question 47

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

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

Question 48

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 49

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

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

Question 50

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

A) Resistance to spending money
B) Dislikes making decisions
C) Delivery schedule issues
D) Negative image of a salesperson
E) Predetermined beliefs

Question 51

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

A) Using a trial close
B) Ignoring the objection
C) Forestalling until the closing statements
D) Trying to uncover the objection with questions
E) Countering the objection with a proof statement

Question 52

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 53

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 54

A psychological objection is considered as a(n) _____ objection.

A) covert
B) hidden
C) superficial
D) physiological
E) overt

Question 55

Assume that a salesperson has asked a prospect to buy three cases of coffee, 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 56

_____ refers to reaching an agreement that is mutually satisfactory to both buyer and seller.

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

Question 57

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

A) "Your price is too high for the quality."
B) "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 58

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

A) outline disadvantages of the competition's product or service.
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 59

A practical objection is considered as a(n) _____ objection.

A) covert
B) superficial
C) psychological
D) physiological
E) overt

Question 60

When a salesperson selling a table saw asked for the sale, the prospect responded, "I'm happy with the saw I'm now using." The prospect is using a _____ objection.

A) hidden
B) conditional
C) stalling
D) no-need
E) money

Question 61

Which among the following is the best example of a money objection?

A) "I cannot really afford to purchase a new car right now because I just moved."
B) "I only buy from veteran salespeople who can carry through on their promises."
C) "I really like these figurines, but I can't stock them in this store without consulting the owner."
D) "I'm sorry, but we have plenty of cleaning supplies and won't be ordering any more until the first of the year."
E) "I'm satisfied with the brand of pet products we are stocking now."

Question 62

Which of the following is a positive method for dealing with price issues during the business proposition phase?

A) The product costs $5,000.
B) Your rate will be only prime plus two.
C) You can pay the total price over a series of months.
D) How much would you like to pay us every month?
E) We'll take off $6,000 to trade in your used car.

Question 63

The prospect says, "I like your company's accounting software package, but our employees just don't have the time to learn a new system." This is an example of a _____ objection.

A) stalling
B) conditional
C) money
D) product
E) source

Question 64

"The copier we have still makes great copies," says your prospect. Which major category of objection are you experiencing?

A) Stalling
B) Money
C) Hidden
D) Product
E) Source

Question 65

_____ objections relate loyalty to a present supplier or salesperson.

A) Source
B) Distribution
C) Reseller
D) Channel
E) No-need

Question 66

Which method aids a salesperson to turn an objection into a reason to buy?

A) Boomerang
B) Postpone
C) Deny
D) Compensation
E) Forestall

Question 67

The price/value formula teaches the professional salesperson to:

A) smoke out stalling objections.
B) meet a price objection by increasing the perceived value of a product.
C) to handle objections in a specific order from hidden to price objections.
D) equate price and cost to potential buyers.
E) overcome objections as they arise.

Question 68

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 take risks with books by new authors."
D) "I am satisfied with the amount of stock I currently have."
E) "I'm too busy to talk to you now."

Question 69

When the prospect asked, "Will I get a 2-year service warranty on this heating system?" The salesperson responded, "Before you decide to buy, let me tell you about how this new timer will save you money." What method was the salesperson using to meet the prospect's objection?

A) Boomerang
B) Rephrase
C) Compensation
D) Forestall
E) Dodge

Question 70

Which formula best describes the relationship among price, cost, and value?

A) Cost/Price = Value
B) Price/Value = Cost
C) Value/Price = Cost
D) Cost/Value = Price
E) Price*Cost = Value

Question 71

You are working at your part-time job in a hardware store near a campus. A customer in the paint department complains that the new tops on the paint thinner seem hard to remove. You reply, "Yes, they are. They're designed that way so that children can't get into the thinner." You have just used the _____ technique.

A) boomerang
B) compensation
C) pass up
D) direct denial
E) forestalling

Question 72

The "Feel-Felt-Found" technique for meeting an objection is a variation of the _____ method.

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

Question 73

The prospect asked, "Does this display case come with its own lighting system?" The salesperson responded with, "Before you decide to buy, notice how the doors to the case can be easily secured against tampering." What method was the salesperson using to meet this objection?

A) Boomerang
B) Rephrase the objection as a question
C) Dodge
D) Forestall
E) Compensation

Question 74

Alex sells veterinarian supplies. He has developed a close relationship with his customers. Which type of objection is Alex LEAST likely to hear when he tries to get one of his veterinarian customers to purchase a new type of flea and tick shampoo?

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

Question 75

A prospect tells a salesperson, "I'm not interested in the type of products that you sell." The salesperson responds with, "Why?" The salesperson has used the ________ approach for meeting objections.

A) pass up
B) dodge
C) denial
D) postpone
E) boomerang

Question 76

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

A) "I want to buy from a more established car dealer."
B) "I prefer to buy a used car."
C) "I am happy with the vehicle I am currently driving."
D) "I cannot afford a large monthly payment."
E) "I'll get back to you later after my wife and I have decided which car we like."

Question 77

Which of the following statements about the price/value formula is true?

A) The price/value formula is used to deal with product objections.
B) Value within the price/value formula does not change.
C) Price refers to the total package of benefits.
D) Price divided by value equals cost.
E) The buyer is concerned only with price.

Question 78

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 at this time."
E) "I want to buy from a more established car dealer."

Question 79

The prospect says, "Your price is two percent higher than your competitor's." The salesperson responds, "What you're saying is you want to get the best product for your money-right?" The salesperson is using which technique for meeting objections?

A) Boomerang
B) Rephrase
C) Compensation
D) Counterbalance
E) Dodge

Question 80

The prospect says, "Your company has only been in business for two years. I like to buy from established companies." The prospect is using a _____ objection.

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