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Chapter 08: Addressing Concerns and Earning Commitment
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True / False
1. Sales resistance is not a normal part of the sales process.
a.
True
b.
False
ANSWER:
False
2. The prospect that does not question price, service, warranty, and delivery concerns is probably interested in buying a
product or service.
a.
True
b.
False
ANSWER:
False
3. Buyers may raise objections because it is customary to do so.
a.
True
b.
False
ANSWER:
True
4. The question "How do I know you'll meet our delivery requirements?" is an example of a need objection.
a.
True
b.
False
ANSWER:
False
5. The statement "I'm concerned that if we ever have trouble with a copier we have bought from your company, you won't
service it in a timely fashion" is an example of a product objection.
a.
True
b.
False
ANSWER:
False
6. Most salespeople feel the price objection is an attempt by the buyer to get the salesperson to lower his or her price.
a.
True
b.
False
ANSWER:
True
7. When Andy hears a customer say "I need something a lot cheaper," he knows that a product objection is being raised.
a.
True
b.
False
ANSWER:
False
8. After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing questions.
a.
True
b.
False
ANSWER:
False
9. In the early days of sales, buyers and sellers were not always truthful with each other, and manipulation was the norm.
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a.
True
b.
False
ANSWER:
True
10. When dealing with buyer objections, it is always a good idea to use the forestalling method of responding to buyer
objections.
a.
True
b.
False
ANSWER:
False
11. Using the direct denial method for handling resistance may anger the buyer.
a.
True
b.
False
ANSWER:
True
12. Traditional techniques for gaining commitment are still viewed as effective by most professional buyers today.
a.
True
b.
False
ANSWER:
False
13. The assumptive close method for gaining commitment makes the assumption that the buyer wants to make a purchase.
a.
True
b.
False
ANSWER:
True
Multiple Choice
14. Which of the following best describes sales resistance?
a.
It is anything a salesperson says that gives the prospect a reason to buy.
b.
It is anything the prospect says or does that slows down the buying process.
c.
It is the favorable reaction of the prospect to a feature of a product.
d.
It is an emotional state brought on through miscommunication.
e.
It is an emotional state brought on through misunderstanding.
ANSWER:
b
15. When preparing for sales resistance, salespeople should remember that:
a.
sales resistance should be treated like a question.
b.
sales resistance is not a normal part of the sales process.
c.
sales resistance usually reflects a rejection of the product.
d.
sales resistance means the buyer is not involved in the presentation.
e.
sales resistance means the buyer is not interested in the product.
ANSWER:
a
16. Mike is a sales representative for an industrial equipment company. He plans to meet as many prospective buyers as
possible in order to reach his sales target. Mike can expect sales resistance from prospects when:
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a.
they want to avoid the sales interview.
b.
they have all the information they require to make a decision.
c.
they are not happy with the product they are currently using.
d.
they have been properly qualified by him.
e.
they recognize a need for the product he is offering.
ANSWER:
a
17. A prospect who _____ will say no during the first few calls to test the salesperson's persistence.
a.
resists change because he or she dislikes making decisions
b.
objects because it is a matter of custom
c.
has not been properly qualified
d.
wants to avoid the sales interview
e.
fails to recognize a need
ANSWER:
b
18. Brian is a salesperson for a payroll processing company. He has found that a few of his prospects raise objections even
when it is clear that the solution he is presenting will work and is worth the price. The prospects feel comfortable with
their current payroll processing systems, and are hesitant to adopt the new technique proposed by Brian. In this scenario,
which of the following is most likely a reason the prospects raise objections?
a.
The prospects want to avoid the sales interview.
b.
The prospects fail to recognize a need.
c.
The prospects lack information.
d.
The prospects resist change.
e.
The prospects believe the price is too high.
ANSWER:
d
19. Tracy is a salesperson for Zorc Computers and is having trouble getting sales. Her customers consistently bring up
need objections, and she is rarely able to overcome them. In this scenario, chances are Tracy:
a.
needs to improve her prospecting and qualifying skills.
b.
is not spending enough time presenting the features and benefits of the products.
c.
needs to find a way to lower the price of the products.
d.
does not know the products well enough to sell them.
e.
is working with customers who are loyal to a different supplier.
ANSWER:
a
20. When a buyer says, "The problem is that the specifications do not match what we have now," he or she is expressing
which of the following types of objections?
a.
A time objection
b.
A price objection
c.
A need objection
d.
A company objection
e.
A product objection
ANSWER:
e
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21. Jonathan, a salesperson for a food processor manufacturing company, is selling his company's new juicer to
prospective customers. Most of his prospects feel that the juicer is too bulky and is not easy to clean. In this scenario,
which of the following types of objections are Jonathan's prospects raising?
a.
A time objection
b.
A price objection
c.
A need objection
d.
A product objection
e.
A source objection
ANSWER:
d
22. A buyer expressing resistance because he or she is loyal to another supplier is raising a _____.
a.
time objection
b.
price objection
c.
company objection
d.
product objection
e.
need objection
ANSWER:
c
23. One of the most difficult types of objections to overcome is one based on _____.
a.
the price of a product
b.
the quality of a product
c.
the performance of a product
d.
a buyer's loyalty to a competitor
e.
a buyer's need for a product
ANSWER:
d
24. A buyer who says "Your company is too small to meet my needs" is expressing a _____.
a.
price objection
b.
time objection
c.
source objection
d.
need objection
e.
product objection
ANSWER:
c
25. Which of the following types of sales resistance is most commonly used by buyers?
a.
Need objections
b.
Price objections
c.
Time objections
d.
Product objections
e.
Source objections
ANSWER:
b
26. Claire is a salesperson for a pharmaceutical company. During sales calls, she often hears the statement, "Give me a
couple of weeks to think it over." This statement is an example of a _____.
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a.
time objection
b.
price objection
c.
need objection
d.
product objection
e.
service objection
ANSWER:
a
27. The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to:
a.
keep the sales dialogue positive.
b.
get an order.
c.
end the sales dialogue.
d.
qualify prospects.
e.
deny an objection.
ANSWER:
a
28. Anthony is a salesperson for Xaim Chemicals and is faced with an objection raised by a buyer. According to the
LAARC method, the first thing Anthony needs to do is:
a.
forestall.
b.
ask for the order.
c.
respond to the objection.
d.
listen carefully.
e.
assess the objection.
ANSWER:
d
29. Ramon is salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is
too expensive. Ramon listens to the objection carefully. According to the LAARC method, once Ramon has listened to the
customer express his or her objection, he should:
a.
continue listening.
b.
assess the objection.
c.
acknowledge the objection.
d.
respond to the objection.
e.
ask confirmatory questions.
ANSWER:
c
30. Katie, a salesperson for Sol Computers, is faced with an objection from one of her prospects. The prospect says that
the graphics of the computers do not meet his requirements. Katie listens to the objection and makes it known to her
prospect that she has received the message. According to the LAARC method, which of the following should Katie do
next?
a.
Continue listening
b.
Assess the objection
c.
Ask confirmatory questions
d.
Respond to the objection
e.
Change the subject of the conversation
ANSWER:
b
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31. Jennifer, a salesperson for Wog Industrial Equipment, likes to address certain known sources of buyer resistance
before the buyer brings them up. In this scenario, Jennifer uses the _____ method of handling resistance.
a.
forestalling
b.
direct denial
c.
translation
d.
questioning
e.
compensation
ANSWER:
a
32. Ethan has a testimonial from a highly respected customer that counters the rumor that Ethan's company does not have
a strong research and development department. With which of the following types of objection handling methods is Ethan
most likely to use the testimonial?
a.
Indirect denial
b.
Questioning
c.
Translation
d.
Compensation
e.
Third-party reinforcement
ANSWER:
a
33. Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson is showing
him but expresses concern about the fact that the car's engine is not as powerful as the other cars he was considering.
Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?
a.
"Yes, the engine is less powerful, but the car comes with several other options you said you wanted."
b.
"Because the engine is less powerful, it is more fuel efficient, and that means your company will save money."
c.
"You're mistaken; the engine has the same amount of power as the others you were considering."
d.
"Why do you want an engine that has more power?"
e.
"Actually, most of our customers think the engine isn't that powerful. But it is as powerful as other cars in the
same range."
ANSWER:
b
34. Alan, a salesperson for Wabbi Industrial Equipment, finds most of his customers express resistance based on the fact
that Wabbi's delivery time is one week longer than most of its competitors. Alan usually handles that resistance by
reviewing with the customers all of the confirmed benefits that the product provides. Alan is using the _____ method for
handling resistance.
a.
forestalling
b.
direct denial
c.
translation
d.
questioning
e.
compensation
ANSWER:
e
35. Just before moving into the securing commitment and closing stage, a salesperson should:
a.
review with the customer all of the product's features and benefits.
b.
summarize the confirmed benefits.
c.
disclose the price of the product.
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d.
remind the customer of their concerns.
e.
listen to the customer's objections.
ANSWER:
b
36. When a salesperson asks the buyer "Do you see how this product will benefit your organization?" he or she is using
a(n) _____.
a.
commitment signal
b.
objection
c.
trial commitment
d.
confirmed benefit
e.
summary commitment
ANSWER:
c
37. The statement, "The price is higher than I thought it would be" should be viewed by a salesperson as a _____.
a.
direct commitment
b.
red light statement
c.
trial commitment
d.
commitment signal
e.
sales objection
ANSWER:
b
38. Stacey, a salesperson for Zone Technologies, has just heard her prospect make a red light statement. This means that:
a.
it is unlikely she will get the sale.
b.
she has an objection to handle.
c.
she may now ask for the order.
d.
the prospect wants her to stop selling.
e.
the prospect is ready to make a purchase.
ANSWER:
b
39. A straightforward method for earning commitment is the _____.
a.
assumptive close method
b.
minor-points close method
c.
T-account method
d.
success story commitment method
e.
direct commitment method
ANSWER:
e
40. The question "Would you like to place an order today?" is an example of which type of technique to earn
commitment?
a.
The direct commitment method
b.
The boomerang method
c.
The summary commitment method
d.
The balance sheet commitment method
e.
The alternative choice method
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ANSWER:
a
41. The statement "Let us make a list of the pros and cons associated with purchasing my product" is an example of which
of the following types of techniques to earn commitment?
a.
The direct commitment technique
b.
The boomerang method technique
c.
The summary commitment technique
d.
The balance sheet commitment technique
e.
The alternative choice technique
ANSWER:
d
42. Melissa, a salesperson for a cosmetics company, is selling the company's new range of anti-acne products. While
selling to prospective customers, she explains how one of her previous customers was hesitant to buy the product initially
but was very happy with the results when she finally gave the product a try. In this scenario, Melissa is using the _____ of
earning commitment.
a.
summary commitment technique
b.
probing commitment technique
c.
success story commitment technique
d.
balance commitment technique
e.
alternative commitment technique
ANSWER:
c
43. If a salesperson fails to earn a buyer's commitment initially, he or she should:
a.
attempt once again to gain the buyer's commitment.
b.
thank the buyer for his or her time.
c.
attempt to get another appointment with the buyer.
d.
ask a series of questions to reveal why the buyer is resistant.
e.
explain the features and benefits of the product again.
ANSWER:
d
Completion
44. A(n) _________ is resistance to a product in which a buyer does not like the way the product looks or feels.
ANSWER:
product or service objection
45. _________ is resistance to a product based on the cost of the product being too high for a buyer.
ANSWER:
Price objection
46. _________ refers to a response to buyer objections in which the salesperson answers the objection during the
presentation before the buyer has a chance to ask it.
ANSWER:
Forestalling
47. A salesperson attempting to soften the blow in correcting the prospect’s information is using the _________ method of
handling objections.
ANSWER:
indirect denial
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48. The _________ method refers to a response to buyer objections in which the salesperson converts the objection into a
reason the prospect should buy.
ANSWER:
translation (boomerang)
49. The _________ technique is a response to buyer objections in which the salesperson uses the opinion or data from a
third-party source to help overcome the objection and reinforce the salesperson's points.
ANSWER:
third-party reinforcement
50. _________ is a selling technique in which the salesperson asks the customer directly to buy.
ANSWER:
Direct commitment
51. _________ is a selling technique in which the salesperson asks the prospect to select from two or more choices during
a sales presentation.
ANSWER:
Alternative or legitimate choice
52. The _________ is a selling technique in which the salesperson summarizes all the major benefits the buyer has
confirmed over the course of the sales calls.
ANSWER:
summary commitment
53. A(n) _________ is a selling technique in which a salesperson relates how one of his or her customers had a problem
similar to the prospect's and solved it by using the salesperson's product.
ANSWER:
success story commitment
