Question 1

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

Indirect denial involves using evidence or testimonials to counter objections without directly saying the objection is wrong. Ethan's use of a respected customer's testimonial to counter the rumor effectively demonstrates this method.

Question 2

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

The answer of After listening to and acknowledging the buyer's...

Question 3

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 LAARC method for handling objections in sales includes Listen, Acknowledge, Assess, Respond, and Confirm. The first "A" stands for Acknowledge, which involves recognizing and validating the customer's concerns or objections.

Question 4

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

Forestalling is when a seller addresses potential sources of buyer resistance before they are brought up by the buyer. This method is used to prevent the buyer from becoming more resistant and allow the salesperson to take control of the sales conversation.

Question 5

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

The best choice is to listen carefully to the objection. By actively listening, Anthony can fully understand the objection and address it effectively. It also shows the customer that their concerns are being heard and taken seriously. Once Anthony has fully listened to the objection, he can then assess it and respond accordingly. Asking for the order or trying to forestall before fully understanding the objection may come across as pushy and not address the customer's concerns.

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

Alan is using the Compensation method, which involves acknowledging customers' objections and then showing them the benefits of the product that compensate for or outweigh the drawbacks, such as the longer delivery time in this case.

Question 7

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 securing commitment and closing stage, a salesperson should summarize the confirmed benefits of the product. This helps to reinforce the value proposition and reminds the customer of the reasons why they should purchase the product. While reviewing the features and benefits, disclosing the price, and addressing concerns are all important steps, summarizing the benefits is the best option to prepare for the closing stage.

Question 8

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 shows that the salesperson understands their perspective, and it also gives the salesperson an opportunity to start assessing the resistance or objection that the buyer has raised. This can help the salesperson find a way to address the concern and move the sale forward. However, acknowledging the concern does not involve telling the customer they are wrong, as this can be alienating and unhelpful.

Question 9

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

LAARC stands for Listen, Acknowledge, Assess, Respond, Confirm, which is a communication strategy used in customer service and conflict resolution to ensure understanding and effective response.

Question 10

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 verbal or nonverbal cues from the buyer that indicate their interest in making a purchase. Purchase requests are more direct and specific, objections are reasons why the buyer may hesitate to make a purchase, and trial commitments are smaller commitments leading up to the final purchase decision. Therefore, the best choice is B: Commitment signals.

Question 11

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 12

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

The best approach is to avoid making assumptions about the objection and engage in active listening to understand the buyer's perspective. Additionally, it's important to confirm understanding by restating the objection in your own words to ensure clarity and prevent any misunderstandings. Therefore, all of the given choices are important to understand the objection.

Question 13

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

Relational selling is focused on building long-term relationships with customers, and this requires a different approach than traditional transactional selling. The key is to understand the customer's needs and preferences and help them make a buying decision that benefits them. The phrase "Nobody likes to be sold, but everybody likes to buy" emphasizes this approach by acknowledging that customers don't want to feel pressured or manipulated into buying something, but they do want to make informed decisions that meet their needs. The other phrases (A, B, and D) are more aligned with traditional transactional selling and can be counterproductive in building relationships with customers.

Question 14

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 15

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

This statement is typically a price objection, as the buyer is implying that the competitor's offer is more financially appealing, suggesting that the buyer is looking for a better price or deal from the current seller.

Question 16

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 and then offering a benefit that addresses his concern. In this case, the salesperson is pointing out that the less powerful engine is actually a benefit because it is more fuel efficient, which saves the company money.

Question 17

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 18

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

Trial commitments are questions or statements made by a salesperson to gauge the prospect's readiness to make a purchase decision. They help in understanding how close the prospect is to buying without directly asking if they are ready to purchase.

Question 19

"Give me a couple of weeks to think it over" is an example of which type of objection?
A) Time
B) Price
C) No need
D) Product related
E) Service related

Accepted Answer

The statement "Give me a couple of weeks to think it over" indicates a need for more time and is therefore an example of a time objection.

Question 20

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...

Quiz 8: Addressing Concerns and Earning Commitment

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?

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

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.

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

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

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

LAARC is an acronym for ____.

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

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

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

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

LAARC is a tool for helping salespeople ____.

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

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?

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

"Give me a couple of weeks to think it over" is an example of which type of objection?

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