93) Jessica sells exercise equipment to health clubs and similar facilities. During a sales call, her
prospect says, “Our clients are quite happy with the results they are getting from the use of our
current equipment.” This is an example of a ________ objection.
A) stalling
B) dodging
C) hidden
D) product
E) process
94) Which of the following is an example of a source objection that a salesperson for a small
publishing company might hear from a bookstore owner?
A) “I only deal with large, well-established publishing companies.”
B) “Your books are priced too high.”
C) “I don’t take risks with books by new authors.”
D) “I am satisfied with the amount of stock I currently have.”
E) “I’m too busy to talk to you now.”
95) ________ objections are based on loyalty to a present supplier or salesperson.
A) Source
B) Distribution
C) Reseller
D) Channel
E) No-need
96) The prospect says, “Your company has only been in business for two years. I like to buy
from established companies.” The prospect is using a ________ objection.
A) stalling
B) covert
C) no-need
D) hidden
E) source
97) Alex sells veterinarian supplies. He has developed a close relationship with his customers.
Which type of objection is Alex LEAST likely to hear when he tries to get one of his veterinarian
customers to try a new type of shampoo that eliminates problems with ticks and fleas?
A) No-need
B) Money
C) Source
D) Stalling
E) Product
98) Which of the following is the best example of a source objection?
A) “We want to work with a more established IT company for our backend services”
B) -“We prefer to outsource these service operations”
C) “We are happy with the current service provider”
D) “We cannot afford a large payout for such services”
E) “We’ll get back to you later after our quarterly results are out”
99) An effective way to respond to some objections is to use someone else’s experience as proof.
This technique is called the:
A) jury of executive opinion method.
B) outside reference technique.
C) third-party answer technique.
D) boomerang method.
E) counterbalance method.
100) Iris sells a line of safety equipment for the petrochemical industry. When responding to a
manager’s objections about the safety of her product line, Iris produces an Occupational Safety
and Health report. The report shows that the company’s safety equipment exceeds all OSHA
safety standards, which supports Iris’ claims. Iris uses the:
A) jury opinion method.
B) outside reference technique.
C) third-party answer technique.
D) boomerang method.
E) counterbalance method.
101) Cole is selling the services of his contracting company to refurbish and paint a large
Victorian home. The prospect expresses concerns about the environmental impact of paint
sprayers. Cole responds with an EPA report that says pollution is virtually nil with paint
sprayers. What method does Cole use to handle the prospect’s objection?
A) Third-party answer
B) Return-on-investment
C) Trade-off
D) Reciprocal
E) Counterbalance
102) Assume the salesperson for a janitorial service completes the sales presentation and asks for
the order. The prospect says, “No, I’m not ready to buy now. Try me again later next month.”
Which of the following techniques for handling objections should the salesperson use?
A) Boomerang
B) Five-question sequence
C) Direct denial
D) FAB sequence
E) Indirect denial
103) The prospect says, “Your price for this satellite system is 12 percent higher than your
competitor’s.” The salesperson responds, “Are you saying that price is more important than
quality?” The salesperson is using which technique for meeting objections?
A) Boomerang
B) Rephrase
C) Compensation
D) Pass up
E) Denial
104) The other name for the compensation method of dealing with objections is the ________
method.
A) price
B) return-on-investment
C) trade-off
D) reciprocal
E) counterbalance
105) When the prospect’s objection is valid, it calls for:
A) the boomerang method.
B) the compensation method.
C) the direct denial method.
D) the indirect denial method.
E) rephrasing of the objection.
106) As a salesperson, you must sometimes deal with a prospect’s objections to legitimate,
negative consequences of making a purchase. Often, what you’ll do is justify those negative
consequences with several benefits, which you hope will outweigh the negatives in your
prospect’s mind. This system of handling objections is called the:
A) compensation method.
B) scales of justice technique.
C) yo-yo technique.
D) refraction method.
E) double indemnity technique.
107) You are working at your part-time job in a hardware store near a campus. A customer in the
paint department complains that the new tops on the paint thinner seem hard to remove. You
reply, “Yes, they are. They’re designed that way so that children can’t get into the thinner.” You
have just used the ________ technique.
A) boomerang
B) compensation
C) pass up
D) direct denial
E) forestalling
108) Which method aids a salesperson to turn an objection into a reason to buy?
A) Boomerang
B) Postpone
C) Deny
D) Compensation
E) Forestall
109) The ________ technique for dealing with objections involves convincing a prospect that an
objection is actually a benefit.
A) boomerang
B) compensation
C) pass up
D) direct denial
E) forestalling
110) When the prospect asked, “Will I get a 2-year service warranty on this heating system?”
The salesperson responded, “Before you decide to buy, let me tell you about how this new timer
will save you money.” What method was the salesperson using to meet this objection?
A) Boomerang
B) Rephrase
C) Compensation
D) Forestall
E) Dodge
111) Identify the technique used by the salesperson who neither denies, answers, nor ignores the
objection.
A) Boomerang
B) Rephrasing
C) Dodge
D) Compensation
E) Forestall
112) A prospect says, “I think the price of your display case is a little high.” The salesperson
replies, “Let me tell you about the value that goes with our display case.” What method is the
salesperson using to meet the objection?
A) Boomerang
B) Rephrase
C) Compensation
D) Forestall
E) Dodge
113) A prospect tells a salesperson, “I’m not interested in the type of products that you sell.” The
salesperson responds with, “Why?” The salesperson has used the ________ approach for
meeting objections.
A) pass up
B) dodge
C) denial
D) postpone
E) boomerang
114) The most commonly postponed objection is the ________ objection.
A) source
B) forestalling
C) no-need
D) product
E) price
115) Which of the following is a positive method for dealing with price issues during the
business proposition phase?
A) The product costs $5,000.
B) Your rate will be only prime plus two.
C) You can pay the total price over a series of months.
D) How much would you like to pay us every month?
E) We’ll take off $6,000 to trade in your used car.
116) The first words out of the salesperson’s mouth after the customer’s objection are, “Yes,
but…” What kind of objection handling technique is being employed here?
A) Compensation
B) Reversal
C) Indirect denial
D) Direct denial
E) Boomerang
117) 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?
A) Dodging
B) Boomerang
C) Questioning
D) Direct denial
E) Indirect Denial
118) If Janae says to her prospect, “No. Your data is wrong. The Model K2R has a superior
engine and will last twice as long as my competitor’s model.” Janae is using the ________
technique for handling a prospect’s objection.
A) boomerang
B) five-question sequence
C) direct denial
D) compensation
E) dodge
119) Tact is particularly crucial in using the ________ technique for handling objections to avoid
offending the prospect.
A) pass over
B) rephrasing
C) direct denial
D) pre-emptive
E) indirect denial
120) The prospect tells the realtor, “I like the ranch-style house a lot, but I can get more space in
the one the other real estate agent showed me and the price is $2,000 less.” The salesperson
replies, “Yes, but this house is about ten years newer, has more modern appliances, and is better
insulated.” What method is being used to handle this objection?
A) Direct denial
B) Anticipation
C) Boomerang
D) Forestalling
E) Indirect denial