Question 1

What is the term for a response to buyer objections in which the salesperson tells the customer that he or she is wrong?

Accepted Answer

The term for a response to buyer objections in which the salesperson tells the customer that he or she is wrong is a direct denial. This approach is generally not recommended as it can make the customer defensive and may lead to the loss of the sale.

Question 2

What is the term for a response to buyer objections in which the salesperson takes a softer, more tactful approach when correcting a prospect or customer's information?

Accepted Answer

The term for a response to buyer objections in which the salesperson takes a softer, more tactful approach when correcting a prospect or customer's information is called an indirect denial. This approach allows the salesperson to correct the misinformation without creating a confrontational situation with the prospect or customer. Option A, translation or boomerang, refers to a technique in which the objection is redirected back to the prospect or customer. Option B, questioning or assessing, is a technique in which the salesperson asks questions to clarify the prospect's objection. Option D, compensation, refers to offering something additional to counter the objection.

Question 3

Hillary has listened carefully to her customer's objection regarding the value of her service offering. Using the process recommended in the textbook for negotiating buyer resistance, what should she do next?

Accepted Answer

Acknowledging the customer's concern shows empathy and understanding, which is a crucial step in addressing buyer resistance effectively.

Question 4

"I can understand why you feel that way regarding the difficulty of using this type of software. We have had a number of customers in the past who felt the same way. However, we have found that by conducting intensive employee training during installation and using the self-help functions built into the program, these concerns were never an issue." Which approach for handling objections does this statement illustrate?

Accepted Answer

The statement uses third-party reinforcement by referencing past customers who had similar concerns and how they were addressed successfully.

Question 5

Kristy has followed the first three steps in the process recommended in the textbook for negotiating buyer resistance and believes that she fully understands the situation and the reasons behind her customer's objection. What should she do next?

Accepted Answer

After understanding the situation and the reasons behind the customer's objection, the next step is to respond to the objection using the most appropriate method. This is the fourth step in the process of negotiating buyer resistance.

Question 6

Jeremy is interested in buying a number of cars for his company. He likes a particular car a salesperson has shown him, but expresses concern about the fact that the car's engine is not as powerful as others he is considering. Which statement best illustrates how a salesperson could use the translation method to handle Jeremy's concern?

Accepted Answer

By using the translation method, the salesperson addresses Jeremy's concern about the car's less powerful engine by emphasizing the positive trait of increased fuel efficiency, which can save his company money.

Question 7

According to the textbook, which of the following phrases is most appropriate to today's environment of trust-based relationship selling?

Accepted Answer

Today's environment of trust-based relationship selling emphasizes the importance of building a rapport with the customer and understanding their needs and preferences, rather than simply trying to sell them something. The phrase "Nobody likes to be sold, but everybody likes to buy" reflects this approach, as it recognizes that customers prefer to make their own purchasing decisions rather than being pushed into a sale by a pushy salesperson. Choices A, B, and D are all more aligned with the traditional approach to selling, which focuses on closing the deal at all costs and may not prioritize the customer's needs and preferences.

Question 8

In the process recommended in the textbook for negotiating buyer resistance, what would the salesperson do in the last step?

Accepted Answer

In the recommended process for negotiating buyer resistance, the last step involves ensuring that all of the buyer's concerns have been adequately addressed. This is typically done through asking confirmatory questions, which helps to confirm that the buyer is satisfied and ready to move forward.

Question 9

What is the term for a type of response to buyer objections in which the salesperson answers the objection during the presentation before the buyer has a chance to ask it?

Accepted Answer

Forestalling is when the salesperson answers potential objections before the buyer has a chance to raise them. This can be an effective way to address concerns and demonstrate expertise to the buyer.

Question 10

Marc, a salesperson for XYZ Furniture Shop, finds that most of his customers express resistance based on the fact that XYZ's delivery time is one week longer than most of its competitors. Marc usually handles that resistance by reviewing with the customers all of the confirmed benefits the product provides. Which method of handling resistance is Marc using?

Accepted Answer

Marc is using the compensation method by offsetting the objection (longer delivery time) with the benefits the product offers, essentially compensating for the perceived drawback.

Question 11

What is the term for favourable statements a buyer makes during a sales presentation that suggest buyer commitment?

Accepted Answer

Favourable statements made by a buyer during a sales presentation that suggest buyer commitment are known as commitment signals. These signals can be verbal or nonverbal and include expressions of interest, enthusiasm, or agreement with the seller's statements. Identifying these signals is important for a salesperson as they can help to gauge the buyer's level of commitment and adjust their sales pitch accordingly to close the deal.

Question 12

Jennifer, a salesperson for ABC Industrial Equipment, likes to address certain known sources of buyer resistance before the buyer brings them up. Which method of handling resistance is Jennifer using?

Accepted Answer

Jennifer is using the method of forestalling, which involves addressing potential sources of buyer resistance before they have a chance to bring them up. By doing so, Jennifer can preemptively address concerns and potentially prevent a breakdown in the sales process.

Question 13

Mitchell received an objection regarding the expected performance of his product. He acknowledged that he was aware of the concern and agreed that it was an important issue to the buyer. Using the process recommended in the textbook for negotiating buyer resistance, what should he do next?

Accepted Answer

After acknowledging the concern, Mitchell should ask assessment questions to better understand the buyer's situation. This helps in gathering more information and addressing the buyer's specific needs and concerns effectively.

Question 14

What is the term for a response to buyer objections in which the salesperson converts the objection into a reason that the prospect should buy?

Accepted Answer

This is known as the boomerang technique where the salesperson turns the objection back into a selling point for the product or service.

Question 15

What does the acronym LAARC stand for?

Accepted Answer

LAARC stands for listen, acknowledge, assess, respond, confirm, which is a communication strategy used in various contexts to ensure effective interaction.

Question 16

How should a salesperson view a buyer's statement of "The price is higher than I thought it would be"?

Accepted Answer

When a buyer states that the price is higher than they thought it would be, it is typically an objection that needs to be addressed by the salesperson. This statement indicates that the buyer may be hesitant about the price and needs more information or clarification to justify the value of the product. The salesperson should ask open-ended questions to understand the buyer's concerns and provide solutions that demonstrate the product's value.

Question 17

Antonio is salesperson for ABC Computing and is confronting an objection. Using the process recommended in the textbook for negotiating buyer resistance, what is the first thing he should do?

Accepted Answer

The first step in the process of negotiating buyer resistance is to listen. This allows the salesperson to understand the objection and the buyer's perspective fully. By actively listening, the salesperson acknowledges the buyer's concern and also assesses the situation to formulate an appropriate response. Only after listening can the salesperson respond effectively to the objection.

Question 18

What is the term for a response to buyer objections in which the salesperson counterbalances the objection with an offsetting benefit?

Accepted Answer

Compensation involves acknowledging the buyer's concerns but then presenting additional benefits or features that offset or outweigh the objection.

Question 19

Howie has a testimonial from a highly respected customer that counters the rumour that Howie's company does not have a strong research and development department. With which of the following types of objection-handling methods is Howie most likely to use the testimonial?

Accepted Answer

Howie is most likely to use an indirect denial objection-handling method by using the testimonial from a respected customer to indirectly deny the rumour that the company does not have a strong research and development department.

Question 20

Which acronym represents the process for handling objections?

Accepted Answer

LAARC stands for Listen, Acknowledge, Assess, Respond, and Confirm. This acronym represents a framework for effectively handling objections during a sales conversation.

Quiz 8: Addressing Concerns and Earning Commitment