Question 1

Forestalling is best described as a:

Accepted Answer

A)  method for dealing with customers who use money objections. 
B)  way to attack any type of customer objection. 
C)  method of discussing anticipated objections before they arise. 
D)  five-question sequence for dealing with customer objections. 
E)  form of direct denial based on proof statements. 
A)  method for dealing with customers who use money objections. 
B)  way to attack any type of customer objection. 
C)  method of discussing anticipated objections before they arise. 
D)  five-question sequence for dealing with customer objections. 
E)  form of direct denial based on proof statements. C

Question 2

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

A)  Dodging 
B)  Boomerang 
C)  Questioning 
D)  Direct denial 
E)  Indirect Denial 
A)  Dodging 
B)  Boomerang 
C)  Questioning 
D)  Direct denial 
E)  Indirect Denial D

Question 3

Which category of objection is typically used when the prospect wants to get rid of the salesperson in the most courteous manner possible?

Accepted Answer

The no-need objection is used to politely get rid of the salesperson.

Question 4

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

Accepted Answer

A)  Boomerang 
B)  Postpone 
C)  Deny 
D)  Compensation 
E)  Forestall 
A)  Boomerang 
B)  Postpone 
C)  Deny 
D)  Compensation 
E)  Forestall

Question 5

An objection which can be answered by the salesperson is called a ________ objection.

Accepted Answer

A)  delayed 
B)  practical 
C)  source 
D)  true 
E)  hopeless 
A)  delayed 
B)  practical 
C)  source 
D)  true 
E)  hopeless

Question 6

After the presentation, experienced salespeople use a trial close to determine the prospect's attitude toward the product and if it is time to close.

Accepted Answer

A) True 
 B)False

Question 7

When planning for objections, a salesperson should most likely:

Accepted Answer

A)  consider the reasons a prospect should and should not buy. 
B)  memorize canned responses to commonly raised objections. 
C)  structure presentations to focus on minor objections. 
D)  use the stalling technique to address objections. 
E)  postpone all objections until closing. 
A)  consider the reasons a prospect should and should not buy. 
B)  memorize canned responses to commonly raised objections. 
C)  structure presentations to focus on minor objections. 
D)  use the stalling technique to address objections. 
E)  postpone all objections until closing.

Question 8

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

Accepted Answer

A)  price 
B)  return-on-investment 
C)  trade-off 
D)  reciprocal 
E)  counterbalance 
A)  price 
B)  return-on-investment 
C)  trade-off 
D)  reciprocal 
E)  counterbalance

Question 9

A ________ is defined as resistance by the prospect to the salesperson's request.

Accepted Answer

A)  sales stalemate 
B)  buyer postponement 
C)  selling challenge 
D)  customer forestalling 
E)  sales objection 
A)  sales stalemate 
B)  buyer postponement 
C)  selling challenge 
D)  customer forestalling 
E)  sales objection

Question 10

Which of the following statements about handling sales objections is true?

Accepted Answer

A)  Discuss disadvantages in the beginning of the presentation. 
B)  Consider objections as barriers to sales. 
C)  Objections distort your ability to understand a prospect's needs. 
D)  Do not use a nonverbal communication to respond to an objection. 
E)  Do not take the objections personally. 
A)  Discuss disadvantages in the beginning of the presentation. 
B)  Consider objections as barriers to sales. 
C)  Objections distort your ability to understand a prospect's needs. 
D)  Do not use a nonverbal communication to respond to an objection. 
E)  Do not take the objections personally.

Question 11

According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says "No, I do not need your product."

Accepted Answer

A) True 
 B)False

Question 12

Conditions and hopeless objections cannot be handled by negotiation.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is NOT a psychological objection?

Accepted Answer

A)  Resistance to domination 
B)  Resistance to spending money 
C)  Predetermined beliefs 
D)  Dislikes making a buying decision 
E)  Prospect having overstock of your products 
A)  Resistance to domination 
B)  Resistance to spending money 
C)  Predetermined beliefs 
D)  Dislikes making a buying decision 
E)  Prospect having overstock of your products

Question 14

Why should salespeople welcome sales objections?

Accepted Answer

Sales objections must be welcomed becaus

Question 15

Moira sells Kemco hot water/high pressure plant sanitation systems. When her customer told her that his company could not afford such an expensive system, Moira responded, "I'm sorry, but you are wrong. Your company cannot afford to remain without a Kemco system. Our system will save you chemicals, energy, water, and time. No other system on the market can save you nearly as much as the Kemco system can." What type of objection did the customer use? How was Moira dealing with the customer's objection?

Accepted Answer

The customer was usi

Question 16

Which of the following is the best example of a stalling objection?

Accepted Answer

A)  "Your price is too high for the quality." 
B)  "Frankly, your competitor makes a more efficient refrigeration unit." 
C)  "You've got to do better than that with the price and financing." 
D)  "Sounds good! I'll need to clear it with my boss before I can make a purchase." 
E)  "I think you have a great product, but at this moment we don't need a new security system." 
A)  "Your price is too high for the quality." 
B)  "Frankly, your competitor makes a more efficient refrigeration unit." 
C)  "You've got to do better than that with the price and financing." 
D)  "Sounds good! I'll need to clear it with my boss before I can make a purchase." 
E)  "I think you have a great product, but at this moment we don't need a new security system."

Question 17

An effective way to respond to some objections is to use someone else's experience as proof. This technique is called the:

Accepted Answer

A)  jury of executive opinion method. 
B)  outside reference technique. 
C)  third-party answer technique. 
D)  boomerang method. 
E)  counterbalance method. 
A)  jury of executive opinion method. 
B)  outside reference technique. 
C)  third-party answer technique. 
D)  boomerang method. 
E)  counterbalance method.

Question 18

Which formula best describes the relationship among price, cost, and value?

Accepted Answer

A)  Cost/Price = Value 
B)  Price/Value = Cost 
C)  Value/Price = Cost 
D)  Cost/Value = Price 
E)  Price * Cost = Value 
A)  Cost/Price = Value 
B)  Price/Value = Cost 
C)  Value/Price = Cost 
D)  Cost/Value = Price 
E)  Price * Cost = Value

Question 19

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you do about this objection?

Accepted Answer

A)  Inform the customer that weight is not an important parameter and proceed with the presentation. 
B)  Ignore it and continue as you had planned. 
C)  Pass over it for now and cover it just before the close. 
D)  Answer the question and proceed with the presentation. 
E)  Ignore it and talk a little faster to regain control of the sales interview. 
A)  Inform the customer that weight is not an important parameter and proceed with the presentation. 
B)  Ignore it and continue as you had planned. 
C)  Pass over it for now and cover it just before the close. 
D)  Answer the question and proceed with the presentation. 
E)  Ignore it and talk a little faster to regain control of the sales interview.

Question 20

The objections relating to loyalty to a present supplier is called reseller objection.

Accepted Answer

A) True 
 B)False

Forestalling is best described as a:

Which category of objection is typically used when the prospect wants to get rid of the salesperson in the most courteous manner possible?

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

An objection which can be answered by the salesperson is called a ________ objection.

After the presentation, experienced salespeople use a trial close to determine the prospect's attitude toward the product and if it is time to close.

When planning for objections, a salesperson should most likely:

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

A ________ is defined as resistance by the prospect to the salesperson's request.

Which of the following statements about handling sales objections is true?

According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says "No, I do not need your product."

Conditions and hopeless objections cannot be handled by negotiation.

Which of the following is NOT a psychological objection?

Why should salespeople welcome sales objections?

Which of the following is the best example of a stalling objection?

An effective way to respond to some objections is to use someone else's experience as proof. This technique is called the:

Which formula best describes the relationship among price, cost, and value?

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you do about this objection?

The objections relating to loyalty to a present supplier is called reseller objection.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Filters

Exam 11: Welcome Your Prospects Objections

Forestalling is best described as a:

Which category of objection is typically used when the prospect wants to get rid of the salesperson in the most courteous manner possible?

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

An objection which can be answered by the salesperson is called a ________ objection.

After the presentation, experienced salespeople use a trial close to determine the prospect's attitude toward the product and if it is time to close.

When planning for objections, a salesperson should most likely:

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

A ________ is defined as resistance by the prospect to the salesperson's request.

Which of the following statements about handling sales objections is true?

According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says "No, I do not need your product."

Conditions and hopeless objections cannot be handled by negotiation.

Which of the following is NOT a psychological objection?

Why should salespeople welcome sales objections?

Which of the following is the best example of a stalling objection?

An effective way to respond to some objections is to use someone else's experience as proof. This technique is called the:

Which formula best describes the relationship among price, cost, and value?

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you do about this objection?

The objections relating to loyalty to a present supplier is called reseller objection.

The Life, Times, and Career of the Professional Salesperson

Ethics First -Then Customer Relationships

The Psychology of Selling: Why People Buy

Communication for Relationship Building: Its Not All Talk

Sales Knowledge: Customers, Products, Technologies

Prospectingthe Lifeblood of Selling

Planning the Sales Call Is a Must

Carefully Select Which Sales Presentation Method to Use

Begin Your Presentation Strategically

Elements of a Great Sales Presentation

Closing Begins the Relationship

Service and Follow-Up for Customer Retention

Time, Territory, and Self-Management: Keys to Success

Filters