ABC’s of Relationship Selling, 13e (Futrell)
Chapter 11 Welcome Your Prospect’s Objections
1) 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.”
2) Opposition or resistance to the information provided by a salesperson is called sales objection.
3) The salesperson should hope that the prospect says nothing during her presentation so that she
can give an uninterrupted sales presentation.
4) Sales objections should be welcomed.
5) A salesperson should be prepared to respond to a prospect’s objection at any time during the
presentation.
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.
7) In planning a sales presentation, the salesperson should think of reasons why a prospect might
not buy.
8) To forestall means to discuss objections as soon as they are raised.
9) The salesperson should postpone all the objections to the end of sales presentation to maintain
control of the presentation.
10) Do not deny objections even if they are based on incorrect information.
11) Many times, when prospects appear to be offering objections, they are actually requesting
more information.
12) A prospect says, “I cannot afford to pay $600 for this TV.” A salesperson should feel
confident that the prospect is setting a condition.
13) Conditions and hopeless objections cannot be handled by negotiation.
14) Objections are classified into two categories: maximum and minimum.
15) A hopeless objection is one that cannot be answered by the salesperson.
16) A practical objection is termed as a major objection.
17) Questions cannot be used to unveil objections.
18) The Quaker Oats salesperson should most likely be ready for the stalling type of objection
when selling a new cereal to retail buyers.
19) The computer tech salesperson is confronted with the no-need objection when her prospect
says, “I am not interested in buying a scanner for my computer.”
20) A prospect says “I’ll think it over.” This can be treated as a no-need objection.
21) The no-need response strongly implies the end of a sales call.
22) Money objections do not include economic excuses.
23) The price/value formula helps a salesperson respond to a customer’s price objection.
24) “Your competitor’s product is better” This is an example of source objection.
25) “I would prefer to buy a used copy machine rather than the new models you are selling.” This
is an example of product objection.
26) The objections relating to loyalty to a present supplier is called reseller objection.
27) A proof statement can be used when letting a third party respond to an objection.
28) “In addition to that, is there any other reason for not going ahead?” is the second question in
the five-question sequence method for overcoming objections.
29) Most objections can be easily rephrased into questions.
30) Professional salespeople should answer price objections that are raised early in a sales
presentation because postponing leads to lost sales.
31) The compensation method is effective in handling a valid objection.
32) A prospect says, “I don’t like your color choices.” The salesperson responds, “Before you
decide to buy, let me tell you about our credit plan.” This salesperson is using a boomerang
technique.
33) The dodge method of handling an objection takes the prospect’s objection and converts it into
a reason to buy.
34) The dodge technique is used to ignore an objection.
35) The salesperson should never directly deny anything said by the prospect.
36) After responding to an objection, the salesperson should ask for the order.
37) If you are 100 percent sure that you cannot overcome an objection, never ask for the order.
38) A ________ is defined as resistance by the prospect to the salesperson’s request.
A) sales stalemate
B) buyer postponement
C) selling challenge
D) customer forestalling
E) sales objection
39) When a prospect shows resistance to a salesperson’s attempt to close a sale, the customer is
most likely:
A) creating a sales challenge.
B) using a condition of sale.
C) dodging the sale.
D) forestalling.
E) raising an objection.
40) The salesperson should most likely be prepared to handle the prospect’s objection(s):
A) after the close.
B) after the presentation.
C) during the approach.
D) after the demonstration.
E) anytime during the sales call.
41) Which of the following statements is NOT a reason that explains why a salesperson should
welcome prospect objections?
A) Objections show the prospect is interested in the presentation.
B) Objections help the salesperson know what stage in the buying cycle the prospect has
reached.
C) Most customer objections are raised at the closing stages of a sales presentation.
D) Objections show the prospect wants to know about the salesperson’s offer.
E) Some customers raise objections because they want and need more information.
42) What should a salesperson do after finishing the sales presentation?
A) Use a trial close to determine the attitude of the product.
B) Wait for a positive response from the buyer.
C) Ask for the order after fully doing the presentation.
D) Ask questions to assess the amount of knowledge gained by the prospect.
E) Present proof statements.
43) The executive jet salesperson has just used a trial close. A typical prospect would:
A) purchase the product.
B) terminate the interview.
C) ask questions.
D) become defensive.
E) interrupt the sales presentation.
44) When planning for objections, a salesperson should most likely:
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.
45) Forestalling is best described as a:
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.
46) ________ requires the salesperson to discuss an objection before a prospect has the
opportunity to ask about it.
A) Objection pre-emption
B) Obstructing an objection
C) Advanced objection
D) Objection dodging
E) Forestalling an objection
47) Lowell is anticipating an objection from his prospect concerning the quality of the adhesives
that his company sells. He plans to weave into the early part of his presentation the information
about the product’s recent “best buy” rating from a consumer information magazine before the
prospect can bring up the quality issue. What method is he using for meeting this objection?
A) Objection procrastination
B) Forestalling
C) Stalling
D) Postponing
E) Circular logic
48) Early in his presentation and before the hotel owner even mentioned cost, Andrew said,
“You’re going to notice that our shower curtains are higher priced because of their mildew-
proofing that makes them last 50 percent longer than ordinary shower curtains.” Andrew is
using:
A) product revelation.
B) forestalling.
C) stalling.
D) postponing.
E) circular logic.
49) Which of the following statements about handling sales objections is true?
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.
50) 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?
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.
51) What is the best reason to listen to a prospect’s objections carefully before responding?
A) The prospect may not understand the difference between listening and hearing.
B) The Golden Rule of Selling emphasizes the importance of listening.
C) Timing and listening are critical to achieving short-term sales goals.
D) The salesperson could answer the wrong objection.
E) Many objections are practical ones.
52) When an objection turns into a condition of sale, it most likely means that:
A) the prospect does not like the guarantee provided with the product.
B) the prospect does not have decision-making authority.
C) if the salesperson meets the prospect’s request, the prospect will buy.
D) the prospect does not like the payment terms offered.
E) the objection is true and cannot be overcome by the salesperson.