Deck 7: Negotiating for Win-Win Solutions

Question 1

If salespeople were not needed,a company could send customers:

A)A brochure.
B)A video.
C)To the company's website.
D)All of the choices are correct.

Answer 1

D

Question 2

By definition,negotiation DOES NOT include:

A)Compromise.
B)Discussion.
C)Exploitation.
D)Communication.

Answer 2

C

Question 3

William,the sales manager for a pharmaceutical company,wants to help his sales staff with negotiations.William should provide his sales staff with:

A)Training.
B)Practice.
C)Experience
D)All of the choices are correct.

Answer 3

D

Question 4

Common customer concerns generally:

A)Are unanticipated.
B)Fall into five areas.
C)Are self-evident.
D)Are not worth worrying about.

Question 5

The fact that customers are not usually risk takers must be addressed in which of the following customer concerns?

A)Do I need your product?
B)Do I trust your company?
C)I don't really know you.
D)I need more time to consider your product.

Question 6

Which of the following statements is TRUE?

A)If the customer wins,the salesperson loses.
B)If the salesperson wins,the customer loses.
C)If the salesperson OR the customer loses,they both lose.
D)None of the choices are correct.

Question 7

Rhonda is trying to get a customer to switch to her company's accounting software.She knows she will have to clearly define her product's_________________ so the customer will understand her value proposition.

A)Price.
B)Delivery schedule.
C)History and technical qualities.
D)Features,advantages,and benefits.

Question 8

Salespeople would NOT be needed if customers:

A)Sought their own solutions in-house.
B)Could use the Internet.
C)Readily accepted the sales presentation.
D)Were accessible.

Question 9

To address objections concerning your product,your product:

A)Must be lower cost.
B)Must be faster.
C)Must be demonstrably better.
D)Must provide more features.

Question 10

Dealing with customer objections is an element of the relationship-building process that:

A)Usually is a nonissue.
B)Many salespeople do not enjoy.
C)Is best just to get over with,no matter how confrontational.
D)Should be avoided to remain friendly.

Question 11

Many books on personal selling view customer objections as __________,but your authors view customer objections as _________________.

A)Foolish; Sincere.
B)Close-outs; problems.
C)Problems; opportunities.
D)Creative concerns; interference with the sales presentation.

Question 12

Salespeople must clearly define their product's features,advantages,and benefits over the competitor's products:

A)To be able to negotiate a better price.
B)Because many customers have been using the competitor's products.
C)Because the customer does not trust your company.
D)To avoid the request by the customer to further study your product.

Question 13

Alex is selling a new dog-control system.He often hears the customer concern,"Do I really need your product?" To address that question,Alex needs a:

A)More forceful argument.
B)Well-conceived value proposition.
C)To show the customer how disadvantaged they are.
D)All of the choices are correct.

Question 14

When a customer shares objections,it gives the salesperson the opportunity to:

A)Leave without harming the long-term relationship.
B)Strengthen the relationship.
C)Listen to their inner self.
D)Show the weaknesses in competitors' products.

Question 15

The best way to address a customer's loyalty to their existing supplier is to:

A)Criticize the competitor's products.
B)Criticize the competitor's company.
C)Criticize both the competitor's products and company.
D)Focus on your product and company.

Question 16

Webster's defines negotiations as the act of conferring with another so as to arrive at a settlement though:

A)Discussion and compromise.
B)Manipulation.
C)Exploitation.
D)Sales presentations.

Question 17

If a customer states,"We've always done it one way.Why should we start something new?" they are conveying which of the following customer concerns?

A)Do I need your product?
B)Do I trust your company?
C)I don't really know you.
D)I need more time to consider your product.

Question 18

Gerry sells long-term disability insurance.Many customers know they need insurance but do not know how to compare policies.Gerry needs to have knowledge of:

A)The aging process.
B)Insurance law.
C)Competitor's products.
D)Direct denial negotiation strategies.

Question 19

Concern regarding whether you can deliver when,where,and what they need are part which customer concern?

A)Do I need your product?
B)Do I trust your company?
C)I don't really know you.
D)I need more time to consider your product.

Question 20

Negotiations are the process whereby:

A)Customer objections and questions are resolved.
B)Profit is determined.
C)Customer resistance is overcome.
D)All of the choices are correct.

Question 21

Jorge is preparing his sales presentation.He knows that a critical part of preparation is to:

A)Preempt customer objections.
B)Know everything about the customer.
C)Reduce the price before the presentation.
D)Be prepared to offer gifts and,if necessary,bribes.

Question 22

When developing a relationship with a new customer,the focus should be on the relationship between the:

A)Salesperson and the customer.
B)Product and the salesperson.
C)Company and the customer.
D)Company and the product.

Question 23

Tracy asks the customer to "put her to the test." Tracy is trying to overcome ______________ customer concern.

A)Is this your best price?
B)Loyalty to the existing supplier
C)I don't really know you.
D)I need more time to consider your product.

Question 24

Betty is a professional buyer for a major discount retailer,she knows she is evaluated and rewarded based on her ability to:

A)Increase sales.
B)Increase profits.
C)Drive down prices paid.
D)All of the choices are correct.

Question 25

Embracing the price as an opportunity to highlight the value of the product benefits and customer service is known by the statement:

A)"Price should never be the main issue."
B)"Price is your friend,not your enemy."
C)"Add value to the total package."
D)None of the choices are correct.

Question 26

Ramona is making a sales presentation and finds reluctance upon the part of the customer to leave their existing supplier.Ramona knows that negative comments about the other supplier will:

A)Almost surely fail.
B)Stimulate discussion about her product's features,advantages,and benefits.
C)Encourage the customer to critically evaluate the existing supplier.
D)Make her look informed.

Question 27

Karen is in a sales presentation and the customer is not accepting her value proposition.She knows she cannot change the product.She can increase perceived value by changing:

A)Financial terms.
B)Customer support.
C)Warranties.
D)All of the choices are correct.

Question 28

Many customers,especially professional buyers,are directed to buy:

A)Whatever they judge to be the best value.
B)The lowest-cost product.
C)Early in the month in order to receive discounts.
D)All of the choices are correct.

Question 29

Justine,a buyer for a manufacturing company,tells the machine sales representative that she cannot justify the price of the machine.Justine has probably not accepted the salesperson's:

A)Indirect denial.
B)Stall technique.
C)Bounce-back proposal.
D)Value proposition.

Question 30

Which of the following guidelines for negotiating win-win solutions is consistent with the policy of admitting you don't know the answer to a question?

A)Plan and prepare.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Negativity destroys negotiations.

Question 31

Bob is a new sales rep.He often makes the mistake of focusing on the price of his company's products.In doing so,Bob risks:

A)Nothing.
B)Building long-term relationships.
C)Reduced sales when customers do not perceive the value of his products.
D)Jealousy from other sales representatives in his company.

Question 32

Which of the following guidelines for negotiating win-win solutions is consistent with the reality that customers respond to the way salespeople present themselves?

A)Plan and prepare.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Negativity destroys negotiations.

Question 33

Nick often has trouble during the price negotiation phase of a sales presentation.He needs to remember that value is a function of price and:

A)Perceived benefits.
B)Costs.
C)Customer's bankroll.
D)Indirect demand.

Question 34

By taking the time to work out solutions to customer objections in advance,a salesperson can offer:

A)To reduce the price before the presentation.
B)Gifts and,if necessary,bribes.
C)Choices so the customer doesn't feel compelled to say no.
D)All of the choices are correct.

Question 35

One way to overcome customer's concern about not knowing you is to:

A)Ask them to call a mutual acquaintance.
B)Ask the customer to put you to the test.
C)Hand them your resume.
D)Casually show pictures of your family to break the ice.

Question 36

Greg often encounters customers who ask for more time to consider his company's product.He knows customers may be reluctant to make a final decision because he has failed to prove his value proposition but,the customer may be stalling because:

A)He has failed to build a social relationship before asking for the purchase.
B)He has offered too many benefits for too low a price.
C)He has smiled too often.
D)Of the uncertainty of something new

Question 37

The statement,a customer's "concern may seem trivial to you,but it is important to the customer" is consistent with which of the following guidelines for negotiating win-win solutions?

A)Plan and prepare.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Listen and validate customer concerns.

Question 38

Buyers will focus on "lowest price" because:

A)Their personal success is influenced by purchasing at the lowest price.
B)The responsibility of presenting the rationale to management for purchasing at a higher price creating anxiety.
C)They don't want to address the specific issues.
D)All of the above.

Question 39

Focusing on your product and company is usually the best way to address customer's concern about:

A)Is this your best price?
B)Loyalty to the existing supplier
C)I don't really know you.
D)I need more time to consider your product.

Question 40

In a sales presentation,price should not be brought up until the:

A)Customer asks.
B)Absolute end of the presentation.
C)Product's FABS have been clearly defined.
D)Right time,which will vary from situation to situation.

Question 41

When developing a relationship with a new customer,the focus should be on the relationship between the salesperson and the company.

Question 42

Justin often uses third-party endorsements during his sales negotiations.Justin knows:

A)Third-party endorsements can easily overcome price objections.
B)It is essential to get permission before using them.
C)Third-party endorsements enhance bounce backs.
D)He should never use third-party endorsements with new customers.

Question 43

Too often salespeople believe than when the customer wins,they lose.

Question 44

Herb,a salesman for an investment company knows the most effective tool for negotiating with customers is a well-developed value proposition.When he makes a sales presentation he reminds himself:

A)To always value the value proposition.
B)Anticipation enhances negotiations.
C)Say what you mean and mean what you say.
D)Listen and validate customer concerns.

Question 45

Basic customer objections run across all buyers and do not change over time.

Question 46

Most customers will buy the product based on the sales presentation.

Question 47

If you are a good salesperson,your product needs to be just as good as the competitor's product.

Question 48

Salespeople know that sometimes a customer will not be satisfied with the negotiation no matter what you say or do.In these situations,salespeople need to remember to:

A)Avoid direct denial if you want to build long-term relationships.
B)Compensate for deficiencies in order to overcome customer dissatisfaction.
C)Never allow your personal feeling to affect negotiations.
D)All of the choices are correct.

Question 49

Arial knows one of the best strategies to calm customer objections regarding her personal care products is the:

A)Question.
B)Direct denial.
C)Bounce-back.
D)Trial offer.

Question 50

Dealing with customer objections is an element of relationship-building that most salespeople do not enjoy.

Question 51

Successful buyer-seller relationships are based on both parties being satisfied with the customer's purchase.

Question 52

The initial price is the total price.

Question 53

When considering the nine basic strategies for dealing with customer concerns,salespeople know:

A)Try one and then if it doesn't work,try another.
B)Each one can be effective in the right situation.
C)The bounce back always works.
D)Indirect denial is better than direct denial.

Question 54

Teresa has a very sensitive customer.She has learned to use non-threatening negotiation strategies with this customer.Teresa uses ___________ to negotiate with this customer.

A)Questions.
B)Direct denial.
C)Bounce-backs.
D)Trial offers.

Question 55

When a salesperson takes a customer's concern and turns it into a reason for action,he or she is using the _____________ strategy.

A)Question.
B)Direct denial.
C)Bounce-back.
D)Trial offer.

Question 56

In general,it is better to bluff than to admit you do not know the answer to a customer's question.

Question 57

The weakness associated with the feel-felt-found technique is it:

A)Creates an image of insincerity.
B)Is not as effective as direct denial.
C)Offers too many facts.
D)Is an old technique known by professional buyers.

Question 58

Teresa has a very sensitive customer who does not like to be confronted.She has learned to use non-threatening negotiation strategies with this customer.Whenever possible,Teresa avoids using ___________ to negotiate with this customer.

A)Questions.
B)Direct denial.
C)Bounce-backs.
D)Trial offers.

Question 59

When addressing a customer's loyalty to the existing supplier,a salesperson should disparage the competitor's product.

Question 60

When Everett goes into a sales negotiation,he needs to know his sales manager has:

A)Increased his potential bonus.
B)Given him the authority to negotiate.
C)Offered emotional support for his stress.
D)All of the choices are correct.

Question 61

While a customer's concern may seem trivial to you,it is important to the customer.

Question 62

What do salespeople need to handle sales negotiations?

Question 63

Discuss the statement,"If either the buyer or the seller loses,both have lost."

Question 64

When should a salesperson consider using direct denial during negotiations?

Question 65

How can a salesperson add value to their value proposition without changing the product?

Question 66

What does the statement "Price is your friend,not your enemy" mean?

Question 67

How can a salesperson overcome customers' "I don't really know you "concern?

Question 68

Are customer objections a problem or an opportunity? Defend your answer.

Question 69

Value is more than price.What forms of added value can a salesperson emphasize during a presentation?

Question 70

What two options does a salesperson have when a customer does not accept the salesperson's value proposition?

Question 71

Outline the six guidelines for negotiating win-win solutions.

Question 72

List the five common areas of customer concerns.

Question 73

Create an example of the feel-felt-found negotiation strategy.

Question 74

During a sales presentation,how can a salesperson compensate for deficiencies?

Question 75

Why do customers often ask for more time to make a decision?

Question 76

What are the two types of customer objections regarding a salesperson's company?