Question 1

The _____ method is a response to buyer objections in which a salesperson converts a prospect's objection into a reason the prospect should buy.
A) forestalling
B) priming
C) boomerang
D) regrating
E) compensation

Accepted Answer

The boomerang method involves taking a prospect's objection and turning it into a reason for making a purchase, effectively using the objection as a selling point.

Question 2

The statement "I did not realize you delivered every day" made by a buyer can be considered a _____.
A) commitment signal
B) red light signal
C) trial commitment
D) confirmed benefit
E) direct commitment

Accepted Answer

This statement indicates the buyer's interest and acknowledgment of the seller's service, suggesting a commitment signal as it shows a positive reception to the information provided.

Question 3

Which of the following is true of a trial commitment?
A) It involves the use of yes/no questions to assess a prospect's readiness to buy.
B) It is considered an inappropriate technique for determining the attitude of a prospect.
C) It can be used by a salesperson to gain confirmed benefits.
D) It refers to a prospect's commitment to a salesperson to use his or her product on a trial basis.
E) It should be used sparingly during a sales presentation.

Accepted Answer

The answer of Which of the following is true of...

Question 4

Jennifer, a salesperson for Westerby Industrial Equipment, likes to address certain buyer objections before a buyer brings them up. In this scenario, Jennifer most likely uses the _____ method of handling resistance.
A) forestalling
B) indirect denial
C) boomerang
D) questioning
E) compensation

Accepted Answer

The forestalling method involves addressing potential objections before they are raised by the buyer, which is exactly what Jennifer is doing by mentioning certain buyer objections in advance.

Question 5

_____ is a question designed to determine a prospect's reaction without forcing the prospect to make a final yes or no buying decision.
A) A commitment signal
B) The direct commitment
C) A trial commitment
D) The T-account commitment
E) A summary commitment

Accepted Answer

A trial commitment is a type of question that gauges a prospect's interest or reaction to a product or service without pressuring them into making a final decision. It helps in understanding the prospect's position and can lead to further discussion or negotiation.

Question 6

When a salesperson asks a buyer "Do you see how this product will benefit your organization?" he or she is using a _____.
A) commitment signal
B) red light statement
C) trial commitment
D) success story commitment
E) summary commitment

Accepted Answer

This is an example of a trial commitment, where the salesperson is seeking to gauge the buyer's interest or agreement with the benefits of the product before moving forward to close the sale.

Question 7

Ethan has a testimonial from a highly respected customer that counters the rumor that Ethan's company does not 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) The indirect denial method
B) The questioning method
C) The translation method
D) The compensation method
E) The third-party reinforcement method

Accepted Answer

The third-party reinforcement method involves using a statement or endorsement from a third party, such as a respected customer, to support your argument and counter objections. In this case, Ethan is using a testimonial from a highly respected customer to counter the rumor about his company's research and development department, which aligns with the third-party reinforcement method.

Question 8

In the _____ method of handling sales resistance, the salesperson tells the buyer that he or she will be covering the buyer's objection later in his or her presentation.
A) forestalling
B) indirect denial
C) compensation
D) coming-to-that
E) feel-felt-found

Accepted Answer

The "coming-to-that" method involves the salesperson acknowledging the buyer's objection and indicating that it will be addressed later in the presentation.

Question 9

Rupert, a salesperson for an agricultural equipment manufacturing company, makes a sales presentation for one of his prospects. Halfway through the sales presentation, while Rupert is still discussing the benefits of a particular tool, the prospect picks up the tool and begins to study it intently. The prospect looks at it from different angles and tests its weight. In this case, Rupert should take this nonverbal act of the prospect as a _____.
A) commitment signal
B) red light signal
C) trial commitment
D) confirmed benefit
E) direct commitment

Accepted Answer

This nonverbal act of the prospect picking up the tool and studying it intently indicates interest and engagement, which can be interpreted as a commitment signal, suggesting the prospect is considering the purchase seriously.

Question 10

Hameed, a salesperson in an electronics manufacturing company, makes a sales presentation to the owner of a small-scale company. At a particular point during the presentation, the prospect raises an objection stating that he has some concerns about the maintenance agreement. Hameed acknowledges his concern and lets him know that he will address it at the end of his presentation. In this scenario, Hameed uses the _____ method of handling sales resistance.
A) forestalling
B) indirect denial
C) compensation
D) coming-to-that
E) feel-felt-found

Accepted Answer

Hameed is using the "coming-to-that" method by acknowledging the prospect's concern and stating that he will address it later in his presentation. This method involves telling the prospect that their concern will be covered as part of the ongoing discussion or presentation.

Question 11

Rita, a salesperson in a textile manufacturing company, makes a sales pitch to a representative of a garment manufacturing company. During the sales presentation, Rita shows the representative a few samples of the new fabric that Rita's company recently introduced in the market. The representative, however, expresses concern that her customers may not be keen on wearing clothes made of those fabrics. Rita responds to this by saying "I can certainly understand your apprehensions. Mark, from a company similar to yours, had the same concerns initially. However, we recently received feedback from him, and he says that his customers love the clothes made from the new fabric." In this case, Rita uses the _____ method to handle sales resistance.
A) forestalling
B) direct denial
C) translation
D) coming-to-that
E) feel-felt-found

Accepted Answer

Rita uses the "feel-felt-found" method by acknowledging the representative's concerns (feel), relating them to a similar situation with another client (felt), and then explaining how that client's initial concerns were ultimately unfounded based on positive feedback (found).

Question 12

Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson shows him but expresses concern about the fact that the car's engine is not as powerful as the other cars he is 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 features you said you wanted."
B) "Because the engine is less powerful, it is more fuel efficient, which means your company will save money."
C) "You're mistaken; the engine has the same power as the other cars you are considering."
D) "Why do you want an engine that has more power?"
E) "Actually, most of our customers think the engine isn't that powerful, but it is as powerful as the engines of other cars in the same range."

Accepted Answer

The translation method involves taking a perceived negative and reframing it as a positive. In choice B, the salesperson acknowledges the less powerful engine but translates that into a benefit of fuel efficiency and cost savings for Jeremy's company.

Question 13

Alan, a salesperson for Wilberg Industrial Equipment, finds that most of his customers express resistance based on the fact that Wilberg's delivery time is one week longer than the delivery time of most of its competitors. Alan usually handles this objection by acknowledging the objection and then balancing it by listing the benefits of Wilberg's products. In this scenario, Alan uses the _____ method for handling resistance.
A) forestalling
B) direct denial
C) translation
D) boomerang
E) compensation

Accepted Answer

Alan is using the compensation method by acknowledging the objection regarding longer delivery times and then offsetting it with the benefits of Wilberg's products, essentially compensating for the perceived drawback with positive attributes.

Question 14

_____ is a response to buyer objections in which the salesperson answers the objection during the sales presentation before the buyer has a chance to ask it.
A) Forestalling
B) Priming
C) The translation technique
D) The reinforcement technique
E) The compensation technique

Accepted Answer

Forestalling is a technique where the salesperson anticipates and addresses potential objections before the buyer raises them, effectively neutralizing concerns in advance.

Question 15

Just before moving into the securing commitment and closing stage of the selling process, a salesperson should:
A) review all benefits of the product with the customer.
B) summarize the confirmed benefits of greatest interest to the customer.
C) use the opinion of a third person to help reinforce the salesperson's sales points.
D) remind the customer of his or her concerns.
E) listen to the customer's objections.

Accepted Answer

Summarizing the confirmed benefits of greatest interest to the customer helps in reinforcing the value proposition and aligning it with the customer's needs, making it a crucial step before moving into the securing commitment and closing stage.

Question 16

The _____ technique is a response to buyer objections in which a salesperson uses the opinion or data from a mediating source to help overcome the objection and reinforce the salesperson's points.
A) forestalling
B) indirect denial
C) translation
D) questioning
E) third-party reinforcement

Accepted Answer

The third-party reinforcement technique involves using the opinion or data from a third party to help overcome buyer objections and reinforce the salesperson's points. This method leverages the credibility of an external source to support the salesperson's argument.

Question 17

A salesperson who takes a soft and tactful approach to correct a prospect's information is using the _____ method of handling objections.
A) indirect denial
B) forestalling
C) translation
D) compensation
E) third-party reinforcement

Accepted Answer

The indirect denial method involves softly and tactfully correcting a prospect's misinformation or misunderstanding without directly confronting or disagreeing with them. This approach helps maintain a positive relationship while addressing the objection.

Question 18

The best way to utilize the _____ method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer.
A) indirect denial
B) forestalling
C) translation
D) compensation
E) boomerang

Accepted Answer

The indirect denial method involves acknowledging the prospect's concern but then gently correcting any misinformation or misunderstanding. This approach shows empathy towards the prospect's viewpoint while still addressing and rectifying any incorrect objections they may have.

Question 19

The statement "The price is higher than I thought it would be" should be viewed by a salesperson as a(n) _____.
A) indirect commitment
B) red light statement
C) trial commitment
D) commitment signal
E) firm rejection

Accepted Answer

The statement indicates a potential objection or concern from the customer, suggesting hesitation rather than commitment.

Question 20

In the _____ method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product.
A) forestalling
B) direct denial
C) translation
D) coming-to-that
E) feel-felt-found

Accepted Answer

The "feel-felt-found" method involves the salesperson acknowledging how potential customers feel, relating how others felt the same way, and then explaining what those others found after trying the product, which addresses and overcomes their initial objections or resistance.

Quiz 8: Addressing Concerns and Earning Commitment

The _____ method is a response to buyer objections in which a salesperson converts a prospect's objection into a reason the prospect should buy.

The statement "I did not realize you delivered every day" made by a buyer can be considered a _____.

Which of the following is true of a trial commitment?

Jennifer, a salesperson for Westerby Industrial Equipment, likes to address certain buyer objections before a buyer brings them up. In this scenario, Jennifer most likely uses the _____ method of handling resistance.

_____ is a question designed to determine a prospect's reaction without forcing the prospect to make a final yes or no buying decision.

When a salesperson asks a buyer "Do you see how this product will benefit your organization?" he or she is using a _____.

Ethan has a testimonial from a highly respected customer that counters the rumor that Ethan's company does not 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?

In the _____ method of handling sales resistance, the salesperson tells the buyer that he or she will be covering the buyer's objection later in his or her presentation.

_____ is a response to buyer objections in which the salesperson answers the objection during the sales presentation before the buyer has a chance to ask it.

Just before moving into the securing commitment and closing stage of the selling process, a salesperson should:

The _____ technique is a response to buyer objections in which a salesperson uses the opinion or data from a mediating source to help overcome the objection and reinforce the salesperson's points.

A salesperson who takes a soft and tactful approach to correct a prospect's information is using the _____ method of handling objections.

The best way to utilize the _____ method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer.

The statement "The price is higher than I thought it would be" should be viewed by a salesperson as a(n) _____.

In the _____ method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product.