Question 1

Cole is selling the services of his contracting company to refurbish and paint a large Victorian home. The prospect expresses concerns about the environmental impact of paint sprayers. Cole responds with an EPA report that says pollution is virtually nil with paint sprayers. What method does Cole use to handle the prospect's objection?

Accepted Answer

Cole uses a third-party answer by providing an EPA report to address the prospect's concern, leveraging an authoritative source to validate his point.

Question 2

Assume the salesperson for a janitorial service completes the sales presentation and asks for the order. The prospect says, "No, I'm not ready to buy now. Try me again later next month." Which of the following techniques for handling objections should the salesperson use?

Accepted Answer

The salesperson needs to quickly determine why a prospect won't buy. The five-question sequence helps overcome objections in such situations.

Question 3

If Janae says to her prospect, "No. Your data is wrong. The Model K2R has a superior engine and will last twice as long as my competitor's model." Janae is using the ________ technique for handling a prospect's objection.

Accepted Answer

Direct denial involves directly confronting and correcting a prospect's incorrect belief or statement. Janae's response is a straightforward correction of the prospect's data, fitting the description of a direct denial.

Question 4

The most commonly postponed objection is the ________ objection.

Accepted Answer

The most commonly postponed objection is the price objection. This is because customers often want to understand the full value of a product or service before discussing its cost, making price objections common later in the sales process.

Question 5

You are calling the purchase manager of a hotel to sell a hydro seeder for their garden. The buyer tells you, "I know that your spray arms get rusted easily." You know that the spray arms are made up of stainless steel and will not get rusted easily. Which technique is best suited in handling this objection?

Accepted Answer

The best technique to use in this situation is the direct denial. This involves directly refuting the objection with factual evidence. In this case, you can explain that the spray arms are actually made of stainless steel and will not rust easily.

Question 6

Which method aids a salesperson to turn an objection into a reason to buy?

Accepted Answer

The Boomerang method involves taking the customer’s objection and reversing or “boomeranging” it back into a reason to buy. This can be done by showing how the objection is actually a benefit or how the product/service can address the objection.

Question 7

You are working at your part-time job in a hardware store near a campus. A customer in the paint department complains that the new tops on the paint thinner seem hard to remove. You reply, "Yes, they are. They're designed that way so that children can't get into the thinner." You have just used the ________ technique.

Accepted Answer

The use of the phrase "they're designed that way" acknowledges the customer's concern while redirecting it to a positive aspect of the product. This is a classic example of the boomerang technique.

Question 8

Which of the following is a positive method for dealing with price issues during the business proposition phase?

Accepted Answer

Using words like only and investment make price more positive and tolerable for prospects. The terminology softens the facts and figures.

Question 9

A prospect says, "I think the price of your display case is a little high." The salesperson replies, "Let me tell you about the value that goes with our display case." What method is the salesperson using to meet the objection?

Accepted Answer

The answer of A prospect says, "I think the price...

Question 10

Identify the technique used by the salesperson who neither denies, answers, nor ignores the objection.

Accepted Answer

The technique used by the salesperson who neither denies, answers, nor ignores the objection is known as "Dodge." This approach involves skillfully avoiding the objection without directly addressing it.

Question 11

A prospect tells a salesperson, "I'm not interested in the type of products that you sell." The salesperson responds with, "Why?" The salesperson has used the ________ approach for meeting objections.

Accepted Answer

When a salesperson responds by asking why a prospect is not interested in the product, the salesperson is using the pass up approach to ignore the objection and move into a sales presentation.

Question 12

Tact is particularly crucial in using the ________ technique for handling objections to avoid offending the prospect.

Accepted Answer

The answer of Tact is particularly crucial in using the...

Question 13

The first words out of the salesperson's mouth after the customer's objection are, "Yes, but…" What kind of objection handling technique is being employed here?

Accepted Answer

The phrase "Yes, but…" indicates an Indirect Denial technique, where the salesperson acknowledges the customer's objection but then proceeds to counter or mitigate it without directly denying the objection's validity.

Question 14

The prospect tells the realtor, "I like the ranch-style house a lot, but I can get more space in the one the other real estate agent showed me and the price is $2,000 less." The salesperson replies, "Yes, but this house is about ten years newer, has more modern appliances, and is better insulated." What method is being used to handle this objection?

Accepted Answer

The salesperson is using indirect denial by acknowledging the prospect's concern but then providing additional benefits of the ranch-style house that may not have been considered, such as its newer age, modern appliances, and better insulation, without directly denying the prospect's statement.

Question 15

When the prospect asked, "Will I get a 2-year service warranty on this heating system?" The salesperson responded, "Before you decide to buy, let me tell you about how this new timer will save you money." What method was the salesperson using to meet this objection?

Accepted Answer

The salesperson used the dodge method by avoiding the question about the warranty and instead shifted the conversation to discuss the benefits of the new timer, not directly addressing the prospect's concern.

Question 16

The prospect says, "Your price for this satellite system is 12 percent higher than your competitor's." The salesperson responds, "Are you saying that price is more important than quality?" The salesperson is using which technique for meeting objections?

Accepted Answer

The salesperson is rephrasing the objection by shifting the focus from price to quality, asking the prospect to consider the importance of quality over price.

Question 17

As a salesperson, you must sometimes deal with a prospect's objections to legitimate, negative consequences of making a purchase. Often, what you'll do is justify those negative consequences with several benefits, which you hope will outweigh the negatives in your prospect's mind. This system of handling objections is called the:

Accepted Answer

The compensation method involves acknowledging a product's drawbacks but then presenting several benefits or compensations that outweigh these negatives, aiming to shift the prospect's perspective towards a more favorable view of the product.

Question 18

When the prospect's objection is valid, it calls for:

Accepted Answer

The compensation method is used when a prospect's objection is valid. It involves acknowledging the objection and then showing the prospect other benefits or features of the product or service that can compensate for the perceived drawback.

Question 19

The ________ technique for dealing with objections involves convincing a prospect that an objection is actually a benefit.

Accepted Answer

The boomerang technique involves turning an objection into a reason for making a purchase, effectively using the objection as a benefit.

Question 20

The other name for the compensation method of dealing with objections is the ________ method.

Accepted Answer

The answer of The other name for the compensation method...

Quiz 11: Welcome Your Prospects Objections