Question 1

A buyer, who says, "You promised two-week delivery, but our last order took a month to arrive," is objecting to your product features.

Accepted Answer

The buyer's statement is not related to the product features, but is instead a complaint about delivery time. Therefore, the objection is not related to product features.

Question 2

Before attempting to answer her prospect's objection, Yvonne must first be sure she understands what the prospect is trying to say.

Accepted Answer

It is important for Yvonne to fully understand the prospect's objection in order to address it effectively. Jumping to conclusions or assumptions could lead to a miscommunication or a missed opportunity to address the prospect's concerns.

Question 3

A person, who says, "Your price is too high," may actually be thinking, "Your quality is too low."

Accepted Answer

Sometimes when people say that the price is too high, they may be using price as a proxy for quality, and they may be thinking that the quality is not worth the price being charged. In other words, they may be perceiving a low value proposition rather than a low-cost proposition.

Question 4

Objections during the presentation show the prospect is paying attention.

Accepted Answer

Objections show that the prospect is engaged in the presentation and thinking critically about what is being said. It also provides an opportunity for the salesperson to address any concerns or misunderstandings and further educate the prospect.

Question 5

If the prospect legitimately offers the "no money" objection, the salesperson should give up trying to sell to him or her.

Accepted Answer

The answer of If the prospect legitimately offers the "no...

Question 6

By using the proper "formulas" (such as those presented in the text), a beginning salesperson will be able to rapidly separate real objections from excuses.

Accepted Answer

The answer of By using the proper "formulas" (such as...

Question 7

Dan should encourage his customers to limit their objections to major issues so valuable sales time isn't wasted on trivia.

Accepted Answer

The answer of Dan should encourage his customers to limit...

Question 8

If the buyer objects to gain more information, the possibility of getting commitment is good.

Accepted Answer

When a buyer objects, it is usually a sign that they are interested in the product or service but need more information before making a commitment. Therefore, it is an opportunity for the seller to address their concerns and provide the necessary information to convince them to commit.

Question 9

It is not uncommon for buyers to object just to make the salesperson comfortable.

Accepted Answer

The answer of It is not uncommon for buyers to...

Question 10

Probing techniques can be both verbal and nonverbal.

Accepted Answer

Probing techniques can involve asking questions (verbal) as well as using body language or facial expressions (nonverbal) to encourage someone to provide more information.

Question 11

In dealing with prospects and clients, an occasional "white lie" is an absolute necessity for dignity, confidence, and continued relations.

Accepted Answer

Integrity and honesty are crucial in building trust and maintaining long-term relationships with prospects and clients. Even small lies can erode trust and credibility, damaging the business relationship in the long run. It's important to be transparent and truthful in all communications, even when the truth may be difficult or uncomfortable to deliver.

Question 12

To postpone an objection is to ask permission to answer the question at a later time.

Accepted Answer

When we postpone an objection, we ask for permission to answer the question later. This technique is commonly used in sales and negotiations to avoid getting caught off guard and to provide a more thoughtful response.

Question 13

Direct denial should be avoided even for a false statement if the objection is of trivial importance to the buyer.

Accepted Answer

Direct denial can often come across as confrontational and may damage the relationship between the buyer and seller. Instead, it is important to acknowledge the objection and address any concerns the buyer may have, even if the objection is based on false information. If the objection is of trivial importance, it may be appropriate to focus on more important aspects of the product or service being offered.

Question 14

No exact formula has been devised to separate excuses from real objections.

Accepted Answer

While there are techniques and strategies for addressing objections, it can be difficult to distinguish between genuine concerns and excuses. It often requires active listening, understanding the prospect's perspective, and asking probing questions to uncover the real issue.

Question 15

An experienced salesperson can anticipate as many as 80 percent of the objections prospects will offer.

Accepted Answer

An experienced salesperson can anticipate and address a large portion of objections that prospects may have. While it may not be as high as 80 percent, it is still a significant percentage.

Question 16

Turnovers occur when the seller turns the account over to another salesperson.

Accepted Answer

Turnovers occur when a salesperson hands over the account to another salesperson. This can happen for various reasons such as territory changes, promotion or resignation of the current salesperson, etc.

Question 17

Many people think postponing action is an effective way to say "no."

Accepted Answer

Postponing action is often seen as a way to delay a decision or avoid committing to something, which can effectively communicate a "no" without explicitly saying it.

Question 18

An experienced salesperson knows that objections come at the end of a presentation and are always negative.

Accepted Answer

Objections can come at any point during a presentation and may not always be negative. They can also be an opportunity for the salesperson to address concerns and provide solutions, ultimately leading to a successful sale.

Question 19

Because her product is new and most potential buyers have never heard of it, Alberta can expect to encounter a lot of objections when she tries to set appointments.

Accepted Answer

When introducing a new product or service, it's common to face objections from potential buyers who may not be familiar with it or may have concerns about its effectiveness or value. Alberta should be prepared to address these objections and articulate the benefits of her product to overcome resistance and convince buyers to set appointments.

Question 20

As soon as Buddy recognizes the objection his prospect is presenting, he should give his reply to save his prospect from the trouble and wasted time of presenting the whole comment.

Accepted Answer

The answer of As soon as Buddy recognizes the objection...

Quiz 11: Responding to Objections