Question 1

When a customer raises a valid objection that cannot be answered with a denial,the salesperson should most likely take which of the following actions?

Accepted Answer

A) discuss superior benefits 
B) engage in back-pedaling 
C) begin a pricing approach 
D) re-start the presentation 
E) criticize the competition 
A) discuss superior benefits 
B) engage in back-pedaling 
C) begin a pricing approach 
D) re-start the presentation 
E) criticize the competition A

Question 2

A stall tends to mean that the customer appreciates the benefits of a product but is unwilling to engage in negotiations.

Accepted Answer

A) True 
 B)False  False

Question 3

If a company uses a low-price strategy,the company should most likely consider which of the following when negotiating with transactional buyers?

Accepted Answer

A) selling at the cost of manufacturing the product to improve economies of scale 
B) eliminating features that contribute to a higher selling price 
C) increasing the number of features of the product 
D) matching competitors' prices 
E) changing branding 
A) selling at the cost of manufacturing the product to improve economies of scale 
B) eliminating features that contribute to a higher selling price 
C) increasing the number of features of the product 
D) matching competitors' prices 
E) changing branding B

Question 4

The sales director of a food supply house to restaurants has been analyzing sales for the past two years and has discovered that sales representatives have been losing sales,giving larger discounts than they should,and giving away too many "freebies" to clients.
-What area of the sales process are the sales representatives weak in,according to the results of the sales director's analysis?

Accepted Answer

A) price calculations 
B) negotiation skills 
C) presentation skills 
D) rapport building 
E) showmanship 
A) price calculations 
B) negotiation skills 
C) presentation skills 
D) rapport building 
E) showmanship

Question 5

Customers who perceive added value are less likely to choose a competing product simply on the basis of price.

Accepted Answer

A) True 
 B)False

Question 6

One of the most common buyer concerns in the field of selling is:

Accepted Answer

A) lack of need recognition for the product 
B) personality conflict with the salesperson 
C) loyalty to another firm 
D) resistance to price 
E) customer service 
A) lack of need recognition for the product 
B) personality conflict with the salesperson 
C) loyalty to another firm 
D) resistance to price 
E) customer service

Question 7

Direct denial may be appropriate when a customer's objection is based on misinformation.

Accepted Answer

A) True 
 B)False

Question 8

One way to empathize with the client's objection and turn objections into sales is to use the "feel-felt- ________" strategy.

Accepted Answer

The answer of One way to empathize with the client's...

Question 9

The "feel-felt-found" method is used in conjunction with which of the following?

Accepted Answer

A) indirect denial 
B) direct denial 
C) trial offer 
D) superior benefit 
E) demonstration 
A) indirect denial 
B) direct denial 
C) trial offer 
D) superior benefit 
E) demonstration

Question 10

Research shows that a neutral third party's testimony tends to provide a weak argument when answering a customer's concern.

Accepted Answer

A) True 
 B)False

Question 11

Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics?

Accepted Answer

A) budget limitation tactic 
B) take-it-or-leave-it tactic 
C) let-us-split-the-difference tactic 
D) "if...then" tactic 
E) "sell low now,make profits later" tactic 
A) budget limitation tactic 
B) take-it-or-leave-it tactic 
C) let-us-split-the-difference tactic 
D) "if...then" tactic 
E) "sell low now,make profits later" tactic

Question 12

When people say,"Your price is too high," they probably mean,"You haven't sold me yet."

Accepted Answer

A) True 
 B)False

Question 13

Kelly Addison is a designer clothing buyer for a chain of department stores.She has gone through several negotiation certification programs and is considered an expert negotiator by her peers.
-Kelly's bottom line is price,but she has wiggle room if the seller can move on terms such as tiered discounts for subsequent orders.Which of the following would most likely appeal to Kelly?

Accepted Answer

A) personalized service agreement for the product 
B) implementation of the product 
C) free training on use of the product 
D) a delayed payment plan 
E) using a different manufacturer 
A) personalized service agreement for the product 
B) implementation of the product 
C) free training on use of the product 
D) a delayed payment plan 
E) using a different manufacturer

Question 14

Karyn Fleishman is the lead sales representative on a team selling super-powered microscopes to research laboratories and other research institutions.She and her team just made a presentation to the buying team of a large lab,and they are about to enter the negotiation process to work toward closing a deal.
-During the negotiations,it became apparent that the buyer had not understood the delivery schedule correctly.This most likely made the situation:

Accepted Answer

A) more difficult,as the sales team clearly cannot communicate details effectively 
B) more difficult,as the sales team must start the whole negotiating process again 
C) more difficult,as the buyer was not capable of agreeing to the complex terms 
D) easier,as the buyer gave in to the seller with an apology for misunderstanding 
E) easier,as the sales team needed to clarify details instead of renegotiate 
A) more difficult,as the sales team clearly cannot communicate details effectively 
B) more difficult,as the sales team must start the whole negotiating process again 
C) more difficult,as the buyer was not capable of agreeing to the complex terms 
D) easier,as the buyer gave in to the seller with an apology for misunderstanding 
E) easier,as the sales team needed to clarify details instead of renegotiate

Question 15

Which tactic would most likely be used by buyers trained in price negotiation?

Accepted Answer

A) product compromise 
B) sixty-forty 
C) budget limitation 
D) cards on the table 
E) maybe...if 
A) product compromise 
B) sixty-forty 
C) budget limitation 
D) cards on the table 
E) maybe...if

Question 16

Logrolling refers to:

Accepted Answer

A) selling customers new products 
B) expanding sales territories and shifting customers 
C) asking customers to pay full price in the short term 
D) offering an alternate solution to a negotiation problem 
E) increasing customer service to reach a win-win solution 
A) selling customers new products 
B) expanding sales territories and shifting customers 
C) asking customers to pay full price in the short term 
D) offering an alternate solution to a negotiation problem 
E) increasing customer service to reach a win-win solution

Question 17

Which tactic most likely involves making a price concession to the buyer?

Accepted Answer

A) budget limitation 
B) take-it-or-leave-it 
C) let-us-split-the-difference 
D) "if...then" 
E) "sell low now,make profits later" 
A) budget limitation 
B) take-it-or-leave-it 
C) let-us-split-the-difference 
D) "if...then" 
E) "sell low now,make profits later"

Question 18

The sales director of a food supply house to restaurants has been analyzing sales for the past two years and has discovered that sales representatives have been losing sales,giving larger discounts than they should,and giving away too many "freebies" to clients.
-As part of negotiation skills training,the sales representatives learn about handling customer objections.A common customer objection regards the quality of produce and meat.How should a sales representative most likely address this objection?

Accepted Answer

A) Emphasize the firm's commitment to customer service after a sale. 
B) Offer a specific delivery time so restaurants know when to expect products. 
C) Engage in transactional selling methods to develop a strategic relationship. 
D) Offer a discount on the first years' orders to gain the buyer's trust. 
E) Deny that a quality problem exists by showing certifications from local farmers. 
A) Emphasize the firm's commitment to customer service after a sale. 
B) Offer a specific delivery time so restaurants know when to expect products. 
C) Engage in transactional selling methods to develop a strategic relationship. 
D) Offer a discount on the first years' orders to gain the buyer's trust. 
E) Deny that a quality problem exists by showing certifications from local farmers.

Question 19

The direct-denial method of negotiating objections is a very common approach used in the field of selling.

Accepted Answer

A) True 
 B)False

Question 20

A growing number of professional buyers have completed training in negotiation.

Accepted Answer

A) True 
 B)False

When a customer raises a valid objection that cannot be answered with a denial,the salesperson should most likely take which of the following actions?

A stall tends to mean that the customer appreciates the benefits of a product but is unwilling to engage in negotiations.

If a company uses a low-price strategy,the company should most likely consider which of the following when negotiating with transactional buyers?

Customers who perceive added value are less likely to choose a competing product simply on the basis of price.

One of the most common buyer concerns in the field of selling is:

Direct denial may be appropriate when a customer's objection is based on misinformation.

One way to empathize with the client's objection and turn objections into sales is to use the "feel-felt- ________" strategy.

The "feel-felt-found" method is used in conjunction with which of the following?

Research shows that a neutral third party's testimony tends to provide a weak argument when answering a customer's concern.

Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics?

When people say,"Your price is too high," they probably mean,"You haven't sold me yet."

Which tactic would most likely be used by buyers trained in price negotiation?

Logrolling refers to:

Which tactic most likely involves making a price concession to the buyer?

The direct-denial method of negotiating objections is a very common approach used in the field of selling.

A growing number of professional buyers have completed training in negotiation.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

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Exam 13: Negotiating Buyer Concerns

When a customer raises a valid objection that cannot be answered with a denial,the salesperson should most likely take which of the following actions?

A stall tends to mean that the customer appreciates the benefits of a product but is unwilling to engage in negotiations.

If a company uses a low-price strategy,the company should most likely consider which of the following when negotiating with transactional buyers?

Customers who perceive added value are less likely to choose a competing product simply on the basis of price.

One of the most common buyer concerns in the field of selling is:

Direct denial may be appropriate when a customer's objection is based on misinformation.

One way to empathize with the client's objection and turn objections into sales is to use the "feel-felt- ________" strategy.

The "feel-felt-found" method is used in conjunction with which of the following?

Research shows that a neutral third party's testimony tends to provide a weak argument when answering a customer's concern.

Reducing the price by unbundling some items is an effective technique a salesperson can use with a buyer who uses which of the following tactics?

When people say,"Your price is too high," they probably mean,"You haven't sold me yet."

Which tactic would most likely be used by buyers trained in price negotiation?

Logrolling refers to:

Which tactic most likely involves making a price concession to the buyer?

The direct-denial method of negotiating objections is a very common approach used in the field of selling.

A growing number of professional buyers have completed training in negotiation.

Relationship Selling Opportunities in the Information Economy

Evolution of Selling Models That Compliment the Marketing Concept

Ethics: the Foundation for Partnering Relationships That Create Value

Creating Value With a Relationship Strategy

Communication Styles: A Key to Adaptive Selling Today

Creating Product Solutions

Product-Selling Strategies That Add Value

The Buying Process and Buyer Behavior

Developing and Qualifying Prospects and Accounts

Approaching the Customer With Adaptive Selling

Determining Customer Needs With a Consultative Questioning Strategy

Creating Value With the Consultative Presentation

Adapting the Close and Confirming the Partnership

Servicing the Sale and Building the Partnership

Opportunity Management: The Key to Greater Sales Productivity

Management of the Sales Force

Filters