Chapter 10 Responding to Objections Answer Key
True / False Questions
1.
Salespeople should do everything they can to encourage buyers to voice concerns or
questions.
2.
The worst type of objection is the one a buyer refuses to disclose because a hidden
objection cannot be dealt with.
3.
The greatest evidence of sincerity comes from a salesperson’s words.
4.
Prospects never object to setting the appointment times or dates that salespeople request
to introduce products, especially when the products are unfamiliar.
5.
Objections during a presentation show the prospect is paying attention.
6.
It is better to have a prospect say, “No thanks,” rather than voice his or her concerns
during a presentation as this allows the salesperson to move on to other potential
customers.
7.
A buyer saying, “You promised two-week delivery, but our last order took a month to
arrive,” is objecting to your product features.
8.
Buyers who object to get more information are usually least interested, and the possibility
of obtaining commitment is not good.
9.
If a prospect legitimately offers the “no money” objection, the salesperson should give up
trying to sell to him or her.
10.
A turnover occasionally occurs because the salesperson is failing to practice adaptive
selling behaviors.
11.
In pioneer selling, the salesperson has no difficulty establishing a need in the buyer’s
mind.
12.
In dealing with prospects and clients, salespeople should indulge in occasional white lies
and half-truths when they answer objections.
13.
No exact formula has been devised to separate excuses from real objections.
14.
Probing techniques can be either verbal or nonverbal.
15.
Direct denial should be used by salespeople when a prospect’s objections are based on
inaccurate information about the seller’s firm.
16.
Although the referral method of handling objections can be used for all personality types,
it seems most appropriate for amiables and analyticals.
17.
The acknowledge method of responding to objections should not be used if a salesperson,
through probing, can understand the buyer’s thinking on the topic.
18.
When using the revisit method of responding to objections, a salesperson responds to the
buyer’s objection at a later time during the presentation.
19.
Salespeople should use the postponement method when a prospect is blowing off steam
and does not have a valid objection.
20.
The boomerang method of responding to objections is appropriate only when an objection
is blatantly inaccurate and potentially devastating to the presentation.
21.
A salesperson responds to a buyer’s objection by saying, “I understand your concern. You
know, one of the things I always look for is how a product’s quality stacks up against its
cost. [Pause] Now, we were talking about….” In this scenario, the salesperson is
employing the compensation method.
22.
When selling to a group of buyers, if one of the buyers offers an objection, the seller
should try to get a sense of whether the other buyers share the concern.
23.
The price objection is very rarely raised by buyers when a salesperson tries to obtain
commitment.
24.
Successful salespeople make sure they have the most current pricing information
available to them.
25.
A product’s value must be established after the salesperson has spent time discussing its
price.
26.
If Augusta does not build the value of her product in her prospect’s mind to the point
where it is greater than the price asked, there will be no sale.
27.
Price objections are best handled by lowering the price until the prospect is happy.
28.
After learning about the customer’s perspective regarding a price objection, the next step
is to sell value and quality rather than price.
29.
Customers value sales representatives who go out of their way to help with problems and
promotions.
30.
Sellers need to maintain a positive attitude, even with rude, hard–to-get-along-with
prospects.
Multiple Choice Questions
31.
A(n) _____ is a concern or a question raised by a buyer.
32.
Which of the following statements about objections is FALSE?
33.
Joe sells ergonomically designed office furniture. Joe would find it easier to sell to a
customer who:
34.
Which of the following is very important when a salesperson attempts to obtain
commitment during a sales call?
35.
Kerry encounters far more objections in sales calls when she actually attempts to gain
buyer commitment than at any other time. This pattern suggests that she:
36.
Selling a new and different good, service, or idea is called:
37.
When Anton tries to convince supermarket owners to stock his company’s new tea–
flavored popsicles, he receives many objections because most of the owners are of the
opinion that the flavor will not sell. In this scenario, Anton is engaged in:
38.
Which of the following would be best classified as an objection to the features of a good
or service a salesperson is selling?
39.
Which of the following is an objection related to a product?
40.
Which of the following would be classified as an objection related to a source?
41.
Which of the following is an example of an objection related to price?
42.
April, a sales rep for Beta-Z Equipment, has recently been assigned to work with
Leapheart construction. Typically, Leapheart purchases about $15,000 worth of materials
per quarter from Beta-Z, but since April took over as the sales rep to work with Leapheart,
the volume has dropped drastically. Sam, the inventory manager at Leapheart, often ends
April’s sales calls saying something like, “Look, little lady, I don’t need someone like you in
here telling me how to build houses. Why don’t you just run along and bake some cookies
or something.” April has been professional in every way, but now her manager believes
that the client should be assigned to Wayne. This change is called a:
43.
Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers, he had
trouble with its purchasing agent who seemed to dislike Alain because Alain was born in
France and spoke with a French accent. Alain lost a sale once because the purchasing
agent complained that he couldn’t understand Alain’s accent. Alain had promised delivery
in two weeks, but the agent said that he had needed the order to be filled in two days.
Because of problems like this and other condescending remarks made by the agent, a
_____ would be the best option for Alain’s company.
44.
Which of the following is an example of an objection related to time?
45.
When dealing with an objection, successful salespeople:
46.
The proactive method of anticipating objections and answering them before the customer
has a chance to raise them is known as:
47.
“You’ll notice the trimming machine requires workers to pull two levers at the same time.
Although this may appear inconvenient, it ensures that the workers’ hands will not be
caught in the blades.” In this example, the salesperson is _____ an objection regarding the
extra effort required to use the trimming machine.
48.
Identify a true statement about the method of forestalling objections by a salesperson.
49.
When responding to a buyer’s objection, a salesperson should:
50.
Rhonda is suspicious about Adam’s statement that his company cannot afford her product.
Her latest research on the firm suggests that not only do they need the new piece of
equipment but also that financing can be obtained from a local bank. In fact, something
about the tone of his voice makes her believe that this was just a(n) _____ to hide his real
objection to buying.
51.
Professor Donoho at Northern Arizona University teaches a method called the _____ that is
used to encourage buyers to elaborate or explain more fully what their concerns are.
52.
Karla has just learned about the friendly silent questioning stare method (FSQS) of
responding to objections. She uses it in a meeting with a prospect the next day. In this
context, Karla is using a(n) _____ method of probing.
53.
Which of the following methods of handling a prospect’s objection is only appropriate
when the prospect’s statement is blatantly untrue?
54.
Alex, an employee of a radio station in San Francisco, sells advertising time to interested
clients. While talking to a local retailer, Alex is told, “Your station’s advertising time costs
three times as much as the other radio stations.” Alex responds, “If you look carefully at
our rate card, you will see that the costs you refer to are only for prime time advertising.
The rest of our rates are just as reasonable as the other stations, and we have twice as
many listeners.” Alex is using the _____ method to respond to a buyer’s objections.
55.
Which of the following is true of the direct denial method of responding to an objection?
56.
As Thomas described his firm’s landscape maintenance program to a buyer for Allentown
Medical Center, the buyer interrupted, “Your program sounds like a winner, but I’m not
interested in doing business because start-up landscaping firms go in and out of business
in just a few months.” Thomas responded with, “I’m sorry, but that simply is not true of our
firm. We have been in the business for over 15 years.” Thomas’s response illustrates the
_____ method of responding to objections.
57.
In the _____ method of handling an objection, the salesperson tells the prospect the
objection presented is not true but does so in a manner that softens the response.
58.
A buyer announces, “I will never buy that brand of knitting machine because it always
knots my thread.” The salesperson responds, “I’m sorry you had such a bad experience
with our older model. Many of our other customers expressed similar frustrations, but I
can assure you that the knotting problems do not exist in our latest model.” The
salesperson is using the _____ method for dealing with objections.