Exam 10: Responding to Objections

When Anton tries to convince supermarket owners to stock his company's new tea-flavored popsicles,he receives many objections because most of the owners are of the opinion that the flavor will not sell.In this scenario,Anton is engaged in:

When dealing with an objection,successful salespeople:

Which of the following would be classified as an objection related to a source?

In pioneer selling,the salesperson has no difficulty establishing a need in the buyer's mind.

Direct denial should be used by salespeople when a prospect's objections are based on inaccurate information about the seller's firm.

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.

Joe sells ergonomically designed office furniture.Joe would find it easier to sell to a customer who:

A turnover occasionally occurs because the salesperson is failing to practice adaptive selling behaviors.

What strategy for dealing with objections is appropriate when a buyer is venting frustration?

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.

The price objection is very rarely raised by buyers when a salesperson tries to obtain commitment.

How do successful salespeople respond to objections?

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:

Howard plans to take a notebook computer with him on an archeological dig in the Yucatan Peninsula.He says to the seller,"I just can't believe there is a notebook that can withstand the weather extremes that I'm likely to find at the dig." The salesperson immediately hands him a letter from a customer who had taken with her on a trip to the Brazilian rainforest a notebook bought from the company.The letter was extremely complimentary of how the notebook operated in extreme weather conditions,even when held in awkward positions.What method of handling objections did the salesperson use?

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.

A buyer saying,"You promised two-week delivery,but our last order took a month to arrive," is objecting to your product features.

When selling to a group of buyers,if one of the buyers offers an objection,the seller should try to get a sense of whether the other buyers share the concern.

Responding to objections in a helpful manner requires careful thought and preparation.What are some of the traits and behaviors salespeople can commit to when preparing their responses to objections from prospects?

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?

Carmen is making a PowerPoint presentation when a prospect interrupts her with an objection that Carmen has already anticipated and will address in a subsequent slide.What strategy can Carmen use to address the objection?