Question 1

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue?

Accepted Answer

Direct denial is appropriate when the prospect's statement is blatantly untrue and needs to be corrected immediately. This method should only be used when you can prove without a doubt that the statement is incorrect.

Question 2

Identify a true statement about the method of forestalling objections by a salesperson.

Accepted Answer

The method of forestalling objections by a salesperson involves resolving objections before buyers have a chance to raise them. This can be done by addressing potential concerns in the presentation, such as providing information about warranties or addressing common misconceptions about the product. This method is meant to prevent objections from arising in the first place and can help the salesperson to establish credibility and trust with the buyer.

Question 3

Rhonda is suspicious about Adam's statement that his company cannot afford her product.Her latest research on the firm suggests that not only do they need the new piece of equipment but also that financing can be obtained from a local bank.In fact,something about the tone of his voice makes her believe that this was just a(n)_____ to hide his real objection to buying.

Accepted Answer

The word "excuse" indicates that Adam may be using a false reason to avoid buying the product when there is evidence to the contrary. The other answer choices do not convey the same meaning.

Question 4

As Thomas described his firm's landscape maintenance program to a buyer for Allentown Medical Center,the buyer interrupted,"Your program sounds like a winner,but I'm not interested in doing business because start-up landscaping firms go in and out of business in just a few months." Thomas responded with,"I'm sorry,but that simply is not true of our firm.We have been in the business for over 15 years." Thomas's response illustrates the _____ method of responding to objections.

Accepted Answer

Thomas's response of "that simply is not true of our firm. We have been in the business for over 15 years" directly denies the objection raised by the buyer, which is characteristic of the direct denial method of responding to objections.

Question 5

A buyer announces,"I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds,"I'm sorry you had such a bad experience with our older model.Many of our other customers expressed similar frustrations,but I can assure you that the knotting problems do not exist in our latest model." The salesperson is using the _____ method for dealing with objections.

Accepted Answer

The salesperson is indirectly denying the objection by acknowledging the problem with the older model, but assuring the customer that the issue has been resolved in the latest model.

Question 6

Karla has just learned about the friendly silent questioning stare method (FSQS)of responding to objections.She uses it in a meeting with a prospect the next day.In this context,Karla is using a(n)_____ method of probing.

Accepted Answer

The friendly silent questioning stare method (FSQS) is a nonverbal method of probing used to encourage the other person to open up and provide more information. Therefore, Karla is using a nonverbal method of probing.

Question 7

Which of the following is true of the direct denial method of responding to an objection?

Accepted Answer

Direct denial should not be used if the prospect is merely stating an opinion, as it can come across as confrontational and may damage rapport.

Question 8

Your buyer has just said,"Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection.Which of the following statements is the best example of this method?

Accepted Answer

The best example of indirect denial method is to acknowledge the buyer's objection but then present additional information which shows that the objection is based on an incorrect assumption or outdated information. Option C does just that by acknowledging that the machines used to have issues but then pointing out that the quality control system has been improved, and it is no longer the case.

Question 9

Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers,he had trouble with its purchasing agent who seemed to dislike Alain because Alain was born in France and spoke with a French accent.Alain lost a sale once because the purchasing agent complained that he couldn't understand Alain's accent.Alain had promised delivery in two weeks,but the agent said that he had needed the order to be filled in two days.Because of problems like this and other condescending remarks made by the agent,a _____ would be the best option for Alain's company.

Accepted Answer

Turnover is the best option because the purchasing agent's behavior is hindering Alain's ability to make sales and ultimately hurting the company's profits. By replacing the purchasing agent with someone who is more professional and willing to work with Alain, the company has a better chance of successfully doing business with Premier Meat Packers. The other options (pressure transfer, conversion, clean sweep, and territory waiver) may not address the root problem of the difficult purchasing agent and may not result in a positive outcome for the company.

Question 10

In the _____ method of handling an objection,the salesperson tells the prospect the objection presented is not true but does so in a manner that softens the response.

Accepted Answer

The indirect denial method is a way of handling objections where the salesperson acknowledges the objection presented but denies it in a way that does not offend or put off the prospect. This method allows the salesperson to not only address the objection but also maintain a positive rapport with the prospect.

Question 11

Which of the following is an important feature of the indirect denial method of responding to objections?

Accepted Answer

The indirect denial method of responding to objections involves recognizing the position of the customer who makes an objection and then continuing by introducing substantial evidence. This method is focused on addressing the objection in a way that highlights the benefits of the product or service being sold, rather than dismissing the objection or admitting that it is valid.

Question 12

Professor Donoho at Northern Arizona University teaches a method called the _____ that is used to encourage buyers to elaborate or explain more fully what their concerns are.

Accepted Answer

The method described is the Friendly Silent Questioning Stare (FSQS) used to encourage buyers to elaborate or explain their concerns.

Question 13

April,a sales rep for Beta-Z Equipment,has recently been assigned to work with Leapheart construction.Typically,Leapheart purchases about $15,000 worth of materials per quarter from Beta-Z,but since April took over as the sales rep to work with Leapheart,the volume has dropped drastically.Sam,the inventory manager at Leapheart,often ends April's sales calls saying something like,"Look,little lady,I don't need someone like you in here telling me how to build houses.Why don't you just run along and bake some cookies or something." April has been professional in every way,but now her manager believes that the client should be assigned to Wayne.This change is called a:

Accepted Answer

This scenario describes turnover, which is when a client or account is reassigned to a different salesperson or account manager because the current one is not meeting their needs. The client's negative and inappropriate behavior towards April suggests that she may not be able to maintain a productive relationship with Leapheart, and so someone else is needed to take over the account. Pressure transfer, conversion, clean sweep, and territory waiver are not appropriate choices as they do not accurately describe the situation.

Question 14

When dealing with an objection,successful salespeople:

Accepted Answer

Successful salespeople need to do all of these when dealing with objections. They need to anticipate objections and prepare helpful responses, make sure the objection is not just an excuse, relax and listen without interrupting the buyer, and forestall known concerns before they arise. By doing all of these, they can effectively handle objections and move the sales process forward.

Question 15

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as:

Accepted Answer

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as forestalling. The other options, pulling, predicting, heading-off, and postponing, do not accurately describe this method of addressing customer objections.

Question 16

Which of the following is an example of an objection related to price?

Accepted Answer

This objection directly relates to the price of the subsea oil drilling machine, as the customer is unsure if the potential earnings will outweigh the costs.

Question 17

When responding to a buyer's objection,a salesperson should:

Accepted Answer

Listening carefully to the buyer's objection shows empathy and understanding. It also allows the salesperson to address the specific concerns the buyer has and tailor their response accordingly. Interrupting or stopping the buyer's objection can come across as dismissive or disrespectful, and handing a visual aid may not be effective if the buyer doesn't fully understand the information presented.

Question 18

Alex,an employee of a radio station in San Francisco,sells advertising time to interested clients.While talking to a local retailer,Alex is told,"Your station's advertising time costs three times as much as the other radio stations." Alex responds,"If you look carefully at our rate card,you will see that the costs you refer to are only for prime time advertising.The rest of our rates are just as reasonable as the other stations,and we have twice as many listeners." Alex is using the _____ method to respond to a buyer's objections.

Accepted Answer

The answer of Alex,an employee of a radio station in...

Question 19

Which of the following is an example of an objection related to time?

Accepted Answer

The objection is related to time because the potential buyer wants to delay the purchase in order to discuss it with their partner.

Question 20

"You'll notice the trimming machine requires workers to pull two levers at the same time.Although this may appear inconvenient,it ensures that the workers' hands will not be caught in the blades." In this example,the salesperson is _____ an objection regarding the extra effort required to use the trimming machine.

Accepted Answer

The salesperson is forestalling an objection by addressing and providing a rationale for a potential concern (the need for extra effort) before the customer raises it, thus attempting to prevent it from becoming an issue.

Quiz 10: Responding to Objections