121) After dealing with a prospect’s objection, the very next thing the professional salesperson
should do is to:
A) apply the FAB sequence.
B) use the 5-question sequence.
C) return to the SELL sequence.
D) conduct a trial close.
E) continue the presentation.
122) Which of the following is NOT an example of what a pharmaceutical salesperson should
say immediately after dealing with a prospect’s objection?
A) “Shall I write up your order now?”
B) “Wasn’t that what you wanted to hear?”
C) “Have I adequately clarified our credit policies?”
D) “With that issue of product safety settled, don’t you think that we can go ahead?”
E) “That solves that inventory problem, doesn’t it?”
123) You are a salesperson trying to sell traffic lights to a county government official, but you
have become convinced that there is not going to be a purchase. If you are 100 percent sure that
you cannot overcome your prospect’s objection and the prospect is not going to buy at this time,
you should:
A) ask for the order anyway.
B) re-address major customer benefits.
C) assume you have encountered a hopeless objection.
D) end the sales interview as quickly and politely as possible.
E) ask for another appointment later and give the prospect a brochure.
124) Why should salespeople welcome sales objections?
125) Christopher Wright, a sales engineer of 3S Technologies, is preparing for a very important
sales call and needs to be prepared for customer objections. What are the general guidelines that
Christopher should review regarding how to handle objections?
126) Give examples of practical and psychological objections.
127) Sam, a Tetra Chemicals salesperson, walked into the office of a company that uses
chemicals to manufacture plastic molds. The buyer told Sam, “I‘m too busy to see any
salesperson today.” How should Sam respond?
128) Define value as it is used in the price/value formula.
129) How does the buyer calculate cost?
130) How do professional salespeople handle source objections?
131) Briefly describe how a salesperson would use the boomerang method for dealing with a
prospect’s objections?
132) Salespeople should never use direct denial to handle objections. Comment.
133) What is the difference between a direct denial and an indirect denial?
134) How does the text classify major and minor objections?
135) List the six major categories of objections.
136) Keenan sells items to tourist gift shops in Florida. One prospect he called on said, “I think
the key chains last year were prettier. I think I’ll pass on ordering anything from you this year.”
Since key chains only make up a small portion of the inventory Keenan sells, he responded with
questions such as, “What would it take to change your mind?” and “What caused you to decide
not to place an order with me?” What kind of an objection was Keenan dealing with?
137) Which category of objection is typically used when the prospect wants to get rid of the
salesperson in the most courteous manner possible?
138) 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?
139) Ford sells tropical fish displays for offices. At the end of the sales presentation, the prospect
says, “I just don’t have room in my waiting area for a fish tank.” Ford responded, “I certainly
understand your point. Our larger tanks do take up a lot of space, but we do offer several smaller
varieties that can fit in the wall and would have the same calming effect on your patients.” What
kind of an objection did the prospect use? What method was Ford using to handle an objection?
140) The buyer told Carmella, “I can’t buy your company’s merchandise because I have bought
from one of your main competitors for the last fifteen years and the company has always treated
me fairly.” What kind of objection is the buyer using?
141) The gallery owner is trying to sell a large outdoor sculpture to a committee that is
responsible for refurbishing the park. When a member of the committee asked about the logistics
of moving the sculpture to the park, the gallery owner responded, “Before you decide to buy, let
me remind you how much art pieces by a known artist like this one appreciate in value.” What
method was the gallery owner using to deal with the objection?
142) Why do some salespeople deal with an objection by rephrasing the objection as a question?
143) A salesperson who handles an objection using a statement that begins with, “yes, but…” is
using which method to handle customer’s objections?
144) What is another name for the compensation method of dealing with a customer objection?
145) What is the correct action for a salesperson to take if he or she is 100 percent sure that the
prospect’s objection cannot be overcome?
146) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
Austin asks, “Is there any reason why you think your customers would not enjoy a Clearwater
Hamper?” Austin is:
A) using the SPIN sequence.
B) assuming that the CEO has no objections.
C) forestalling the objection.
D) smoking out hidden objections.
E) using the FAB method to postpone objections.
147) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
The CEO says, “I’ll give you my decision on your next visit.” The CEO is:
A) using a stalling objection.
B) having an obvious source objection.
C) forestalling.
D) countering attempts to use the sequential-yes approach.
E) clearly unable to make a buying decision.
148) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
Later during the presentation, the CEO said, “Our customers don’t expect us to give them
presents.” The CEO:
A) created a situation in which Austin should use the showmanship preapproach.
B) used the no-need objection.
C) is uncomfortable with forestalling.
D) recognizes Austin’s use of the sequential-yes close.
E) used the postponing objection.
149) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
When the CEO said, “Our customers don’t expect us to give them presents,” Austin responded by
saying, “You mean your customers don’t deserve to be rewarded for their business?” Austin has:
A) used the boomerang close.
B) dodged the objection.
C) obtained a third-party answer.
D) rephrased the objection.
E) used forestalling.
150) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
During the sales presentation, the CEO announced, “I think the prices for your individual
hampers are too high.” Austin replied, “Give me a minute and I’ll show you how spending a
relatively small amount of money can really impress your customers.” Austin:
A) ignored the objection.
B) postponed the handling of the objection.
C) used empathetic denial to handle the objection.
D) avoided the use of forestalling.
E) used the showmanship method of dealing with objections.
151) Clearwater Hampers is a small British company that sells luxury food and drink in various
combinations in picnic hampers. Food and wine are seen as classic, fail-safe gifts in a market
where present-buying is increasingly tricky. Corporate customers, both in the United Kingdom
and abroad, are important to the business. Clearwater has had several orders for more than a
quarter of a million dollars. According to the company’s leading salesperson, Peter Austin, “We
have lots of repeat corporate customers as a result of the importance we place on getting the
hampers out on time and filled with the right products.” Peter Austin is extremely successful and
the major reason for his success is the way he handles objections. He believes that effectively
handling objections is the key to success in a sales profession. Today he is calling the CEO of
Diamonite to make an important sales presentation. Austin is confident of handling the
objections as he has prepared for the call.
As soon as Austin responds to an objection from the Diamonite CEO, Austin should:
A) ask for a referral.
B) conduct an approach.
C) use a trial close.
D) discuss a visual aid.
E) restart the presentation.