Question 1

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.

Accepted Answer

The salesperson is using the translation method by acknowledging Jeremy's concern about the engine's power, but then turning it into a positive by highlighting the car's fuel efficiency and potential cost savings for his company.

Question 2

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

Accepted Answer

The answer of LAARC is an acronym for ____.
A) Listen,...

Question 3

Which of the following is not a method for responding to objections?
A) Forestalling
B) Direct denial
C) Translation
D) Transition
E) Compensation

Accepted Answer

The answer of Which of the following is not a...

Question 4

Ramon is salesperson for a technology consulting company and is confronting an objection.Once the buyer has expressed/stated the objection, Ramon should:
A) Continue listening
B) Assess the objection
C) Acknowledge the objection
D) Respond to the objection
E) Change the subject of the conversation

Accepted Answer

The answer of Ramon is salesperson for a technology consulting...

Question 5

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

Accepted Answer

The answer of What should the salesperson do once he/she...

Question 6

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

Accepted Answer

The answer of Alan, a salesperson for ABC Industrial Equipment,...

Question 7

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

Accepted Answer

The phrase "Nobody likes to be sold, but everybody likes to buy" is a common mantra for salespeople involved in relational selling. It emphasizes the importance of building relationships with customers and creating a positive buying experience rather than using aggressive sales tactics. The other phrases (A, B, D, E) promote a more pushy and aggressive approach to selling, which can be counterproductive and turn potential customers away.

Question 8

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

Accepted Answer

The buyer is comparing the price of the product with that of a competitor's. Therefore, it is a price objection.

Question 9

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

Accepted Answer

It is important for the salesperson to avoid making assumptions about what the buyer is trying to say, engage in active listening to fully understand the objection, and confirm their understanding with the buyer to ensure there is no miscommunication. Therefore, all of the above options are the best choices.

Question 10

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)

Accepted Answer

The answer of Ethan has a testimonial from a highly...

Question 11

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

Accepted Answer

Before moving into the closing stage, a salesperson should summarize the confirmed benefits to remind the customer of why they are interested in the product or service. While reviewing features and addressing concerns may also be helpful, summarizing the benefits is the key step in preparing for the close. Disclosing the price should happen earlier in the sales process, and reminding the customer of their concerns may not be effective in moving towards a sale.

Question 12

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

Accepted Answer

Before Anthony can effectively handle the objection, he needs to listen carefully to what the prospect is saying. This allows him to fully understand the objection and provide a tailored response. Therefore, listening carefully is the best choice.

Question 13

In the LAARC process for handling buyer resistance, the first A stands for?
A) Assess
B) Acknowledge
C) Address
D) Anticipate
E) Assign

Accepted Answer

The answer of In the LAARC process for handling buyer...

Question 14

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

Accepted Answer

Jennifer is using the forestalling method of handling resistance by bringing up known sources of buyer resistance before the buyer can raise them. This proactive approach can help build credibility and address concerns before they become major obstacles in the sales process.

Question 15

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

Accepted Answer

The answer of Questions asked by the salesperson designed to...

Question 16

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

Accepted Answer

Commitment signals are statements or actions from the buyer that show their interest in making a purchase. Purchase requests are more straightforward and typically involve the buyer directly asking to purchase a product or service. Objections are concerns or hesitations the buyer has about the purchase. Trial commitments are small steps towards making a purchase, such as agreeing to a product demonstration or trial. Therefore, only option B accurately describes the given definition.

Question 17

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.

Accepted Answer

Acknowledging a buyer's expressed concern demonstrates understanding and gives the salesperson time to begin assessing the resistance. It is important to address the concern in a way that does not make the customer feel wrong or invalidated.

Question 18

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

Accepted Answer

The answer of LAARC is a tool for helping salespeople...

Question 19

After listening to and acknowledging the buyer's concern, Katie, a salesperson, should:
A) Continue listening
B) Assess the objection
C) Acknowledge the objection
D) Respond to the objection
E) Change the subject of the conversation

Accepted Answer

After acknowledging the buyer's concern, Katie should assess the objection to understand its nature and significance before responding effectively.

Question 20

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

Accepted Answer

A buyer saying "The price is lower than I thought it would be" is communicating that they are positively surprised by the price and indicating a level of commitment to potentially making a purchase.

Quiz 8: Addressing Concerns and Earning Commitment

LAARC is an acronym for ____.

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

Ramon is salesperson for a technology consulting company and is confronting an objection.Once the buyer has expressed/stated the objection, Ramon should:

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?

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

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

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

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?

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

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

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

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.

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

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

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

LAARC is a tool for helping salespeople ____.

After listening to and acknowledging the buyer's concern, Katie, a salesperson, should:

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