Deck 8: Addressing Concerns and Earning Commitment

Question 1

Which of the following statements illustrates a source objection?

A) service objection
B) time objection
C) source objection
D) price objection
E) need objection

Answer 1

C

Question 2

When a prospect objects because of customary reasons, a salesperson should:

A) use traditional commitment methods, such as standing-room-only close and assumptive close , to close the sale.
B) gain the prospect's trust by providing him or her with a thorough understanding of the salesperson, his or her company, and the products.
C) adopt the direct commitment technique to overcome the sales objection.
D) send refer the prospect to a more experienced salesperson.
E) end the sales call gracefully.

Answer 2

B

Question 3

Dana goes to a furniture store to purchase a couch for her new home. A salesperson at the store shows her the best pieces but is unable to make a sale. Although Dana confesses that she likes the color and the design of the various couches, they do not seem to be ergonomically efficient. Which of the following objections is exemplified in this scenario?

A) A time objection
B) A company objection
C) A need objection
D) A product objection
E) A source objection

Answer 3

D

Question 4

Tracy is a salesperson for Zorc Computers and is having trouble making sales. Her customers consistently bring up need objections, and she is rarely able to overcome them. In this scenario, it is most likely that 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 she is selling.
D) does not know the products well enough to sell them.
E) is working with customers who are loyal to a different supplier.

Question 5

Ruth, a salesperson for a sewing machine manufacturing company, makes a sales presentation for the representatives of a clothing company. During the presentation, a few of the representatives raise an objection regarding the fact that a maintenance agreement would not be included in the business deal. Which of the following objections does Ruth most likely face in this scenario?

A) A time objection
B) A company objection
C) A need objection
D) A service objection
E) A source  objection

Question 6

A prospect who _____ tends to deliberately say no during the first few sales calls to test a 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 a sales interview
E) fails to recognize a need

Question 7

Which of the following is true of sales resistance?

A) It refers to the external factors that prevent a prospect from purchasing a product.
B) It must be viewed as an opportunity to sell.
C) It is the unfavorable reaction of a salesperson to a prospect's conduct.
D) It is an emotional state brought on through miscommunication.
E) It can be shown by both a prospect and a salesperson.

Question 8

Which of the following takes place when a salesperson does not prospect or qualify properly?

A) Both the salesperson's time and the buyer's time get wasted.
B) It takes a long time to close a sale with any prospect.
C) He or she spends more time preparing the sales dialogue.
D) His or her sales targets increase.
E) He or she has to resort to cold calling.

Question 9

A benefit of sales resistance is that:

A) it indicates that a prospect is involved in the selling process.
B) it shifts the blame from a salesperson to a buyer if the former fails to make a sale.
C) it strengthens a company or a selling organization against its competitors.
D) it helps a company reduce its sales targets.
E) it helps a company speed up the selling process.

Question 10

During a sales presentation, when a buyer says, "The problem is that the specifications do not match what we have now," he or she is most likely expressing a _____.

A) source objection
B) time objection
C) need objection
D) company objection
E) product objection

Question 11

Mike is a sales representative for an industrial equipment company. He plans to meet as many prospective buyers as possible to reach his sales target. Mike can expect sales resistance from prospects when:

A) they want to avoid the sales interview.
B) they have been qualified properly .
C) they are not happy with the product they are currently using.
D) they want to have a one-on-one sales interview.
E) they know that they have a dire need for the product that Mike is offering.

Question 12

Which of the following statements illustrates a source objection?

A) "Ask me again next month when you stop by."
B) "We feel the packaging is too bulky."
C) "We are perfectly happy with the brand that we are currently using."
D) "I need something a lot cheaper that what you are offering."
E) "The product is incompatible with the current system I have."

Question 13

While preparing to handle objections from buyers, salespeople should remember that:

A) they should be treated as questions.
B) they are not a normal part of the sales process.
C) they usually reflect a rejection of a product.
D) they indicate that a buyer is not fully involved in the buying process.
E) they occur solely because of errors in a sales presentation.

Question 14

Brian is a salesperson for a payroll processing company. He has found that some of his prospects raise objections even when it is clear that the solution he is presenting will work and is worth the price. He has realized that the prospects feel comfortable with their current payroll processing systems and are hesitant to adopt the technology 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 with Brian.
B) The prospects fail to recognize a need.
C) The prospects lack information.
D) The prospects resist change.
E) The prospects perceive Brian as untrustworthy.

Question 15

Martha is approached by a door-to-door salesperson selling household cleaning equipment. As the salesperson begins to demonstrate a vacuum cleaner, Martha tells the salesperson, "The equipment I have is still good." In this scenario, Martha is most likely raising a _____.

A) need objection
B) service objection
C) source objection
D) company objection
E) product objection

Question 16

Which of the following is true of the perception that people had about sales resistance in the earlier times?

A) It was seen as something that could speed up the selling process.
B) It was believed to be a result of a salesperson not doing a good job explaining a product.
C) It was believed to be advantageous for a salesperson's skill development.
D) It was seen as something that was initiated by a customer for his or her own selfish reasons.
E) It was viewed as an opportunity to sell.

Question 17

A _____ is resistance to a commodity in which a buyer does not like the way the commodity looks or feels.

A) source objection
B) price objection
C) need objection
D) company objection
E) product objection

Question 18

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 company objection
C) A need objection
D) A product   objection
E) A source objection

Question 19

A buyer expressing sales resistance to a particular seller because he or she is loyal to another supplier is raising a _____.

A) time objection
B) price  objection
C) source objection
D) product  objection
E) need objection

Question 20

Many buyers have been conditioned to say automatically, "I do not require your product." Buyers who say this are most likely raising a _____.

A) need objection
B) company objection
C) service objection
D) source objection
E) product objection

Question 21

If a buyer raises a time objection, which of the following is most likely to be a consequence for him or her?

A) The price of the product may rise.
B) It will take longer to install or assemble the product.
C) The buyer will have to go through the sales process from the beginning.
D) The quality of the product may vary.
E) It will result in sales resistance from the seller's end.

Question 22

Lenora is a salesperson for a cosmetics company. She is responsible for handling a kiosk that has been set up in a local mall to exhibit her company's products. After she makes a sale presentation to one of the prospects in the mall, the prospect tells her "I have not made up my mind. I will come back later." In this case, the statement made by the prospect represents a _____.

A) time objection
B) price objection
C) need objection
D) product objection
E) source objection

Question 23

Which of the following is true of source objections faced by a salesperson?

A) They are a request for the salesperson to justify to a prospect how the latter can work a purchase into his or her budget.
B) They lead the salesperson into believing that a prospect is going to buy in the future, but not today.
C) They are also known as stalling objections.
D) They are one of the hardest objections to overcome.
E) They can be overcome by criticizing the salesperson's competitors.

Question 24

Anastasia, a salesperson in a hardware manufacturing company, makes a sales pitch to the representatives of a tractor manufacturing company. She receives a reply from one of the representatives stating that they do not want to commit to buying until they have had a word with their chief engineer and the operations department. In this case, Anastasia faces a _____.

A) time objection
B) service objection
C) company objection
D) product objection
E) source objection

Question 25

Ramon is a 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, which of the following should Ramon should do immediately after listening to the prospect's objection?

A) He should engage in forestalling.
B) He should ask assessment questions to the prospect.
C) He should acknowledge the objection.
D) He should respond to the objection.
E) He should ask confirmatory questions to the prospect.

Question 26

In the LAARC method of overcoming sales resistance, after a salesperson responds to a buyer's resistance based on the understanding of what and why the buyer is resisting, the salesperson should:

A) engage in forestalling.
B) do response checks to make sure that the buyer's concerns have been adequately met.
C) make a red light statement to the buyer.
D) ask assessment questions to better understand the problem.
E) acknowledge that he or she appreciates and can understand the concern.

Question 27

Margaret receives a call from a female sales executive offering products of a brand called Pleoni. As soon as the sales executive begins briefing her about the products, Margaret interrupts her and lets her know that she has already had a bad experience with the salesperson's company. She informs her that the last time she had purchased from that company, she had received a damaged product and that the company had not handled the matter properly. Based on the given information, it can be said that Margaret is raising a _____.

A) price objection
B) time objection
C) source objection
D) stalling objection
E) need objection

Question 28

The term _____ refers to resistance to a product based on the cost of the product being too high for a buyer.

A) need objection
B) price objection
C) time objection
D) product objection
E) source objection

Question 29

The term _____ refers to resistance to a product or service in which a buyer puts off the decision to buy until a later date.

A) stalling objection
B) company objection
C) need objection
D) product objection
E) source objection

Question 30

Most sales experts agree that _____ is the most common form of buyer resistance.

A) need
B) time
C) price
D) product quality
E) service orientation

Question 31

When a prospect tells a salesperson "We have been buying from another supplier that meets our budget constraints," he or she is most likely raising a _____.

A) need objection
B) price objection
C) time objection
D) product objection
E) service objection

Question 32

When a prospect raises a price objection regarding a product, a salesperson should:

A) speak about the brand value of the product's company.
B) cite how the benefits of the product outweigh its cost.
C) assign the prospect to a senior salesperson.
D) immediately start bargaining the price with the prospect.
E) immediately end the sales call.

Question 33

Anthony is a salesperson for Xaim Chemicals and is faced with a buyer objection. According to the LAARC method, the first thing Anthony needs to do is:

A) forestall.
B) ask confirmatory questions to the buyer.
C) respond to the objection.
D) listen carefully.
E) assess the objection.

Question 34

Claire is a salesperson for a pharmaceutical company. During sales calls with prospective buyers, she often hears the statement "Give me a couple of weeks to think it over." In the context of sales resistance, this statement is most likely an example of a _____.

A) time objection
B) price objection
C) need objection
D) product objection
E) source objection

Question 35

In the LAARC method of overcoming sales resistance, after a salesperson asks assessment questions to gain a proper understanding of a buyer's objection, the next step is to:

A) ask confirmatory questions.
B) respond to the objection.
C) make a red light statement to the buyer.
D) acknowledge that the message has been received.
E) engage in forestalling.

Question 36

The LAARC (listen, acknowledge, assess, respond, and confirm) method is a customer-oriented way to:

A) keep the sales dialogue positive.
B) close a sale.
C) end the sales dialogue.
D) qualify prospects.
E) deny an objection.

Question 37

A buyer who says "Your company is too small to meet my needs" is expressing a _____.

A) stalling objection
B) time objection
C) source objection
D) need objection
E) product objection

Question 38

Franby & Sons, a food processing company, landed into legal trouble for engaging in some fraudulent activities such as land encroachment and bribery. This news was widely circulated in the media, and the matter turned into a high-profile case. Although the case was subsequently settled out of court, the company's sales faced a severe drop after the debacle. Based on the given information, which of the following sales objections is Franby & Sons most likely to face from its prospects?

A) Service objections
B) Stalling objections
C) Source objections
D) Product objections
E) Need objections

Question 39

Professional salespeople:

A) focus on closing a sale quickly and moving on to new customers.
B) do not probe into the financial concerns a buyer expresses in purchasing a product.
C) never criticize their competitors.
D) talk at customers rather than with customers.
E) use the transaction-focused method of traditional selling rather than customer-focused relationship selling.

Question 40

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 does 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) Engage in forestalling
B) Assess the objection
C) Ask confirmatory questions to the prospect
D) Respond to the objection
E) Make a red light statement to the buyer

Question 41

The _____ method is a response to buyer objections in which a salesperson converts a prospect's objection into a reason the prospect should buy.

A) forestalling
B) priming
C) boomerang
D) regrating
E) compensation

Question 42

The statement "I did not realize you delivered every day" made by a buyer can be considered a _____.

A) commitment signal
B) red light signal
C) trial commitment
D) confirmed benefit
E) direct commitment

Question 43

Which of the following is true of a trial commitment?

A) It involves the use of yes/no questions to assess a prospect's readiness to buy.
B) It is considered an inappropriate technique for determining the attitude of a prospect.
C) It can be used by a salesperson to gain confirmed benefits.
D) It refers to a prospect's commitment to a salesperson to use his or her product on a trial basis.
E) It should be used sparingly during a sales presentation.

Question 44

Jennifer, a salesperson for Westerby Industrial Equipment, likes to address certain buyer objections before a buyer brings them up. In this scenario, Jennifer most likely uses the _____ method of handling resistance.

A) forestalling
B) indirect denial
C) boomerang
D) questioning
E) compensation

Question 45

_____ is a question designed to determine a prospect's reaction without forcing the prospect to make a final yes or no buying decision.

A) A commitment signal
B) The direct commitment
C) A trial commitment
D) The T-account commitment
E) A summary commitment

Question 46

When a salesperson asks a buyer "Do you see how this product will benefit your organization?" he or she is using a _____.

A) commitment signal
B) red light statement
C) trial commitment
D) success story commitment
E) summary commitment

Question 47

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) The indirect denial method
B) The questioning method
C) The translation method
D) The compensation method
E) The third-party reinforcement method

Question 48

In the _____ method of handling sales resistance, the salesperson tells the buyer that he or she will be covering the buyer's objection later in his or her presentation.

A) forestalling
B) indirect denial
C) compensation
D) coming-to-that
E) feel-felt-found

Question 49

Rupert, a salesperson for an agricultural equipment manufacturing company, makes a sales presentation for one of his prospects. Halfway through the sales presentation, while Rupert is still discussing the benefits of a particular tool, the prospect picks up the tool and begins to study it intently. The prospect looks at it from different angles and tests its weight. In this case, Rupert should take this nonverbal act of the prospect as a _____.

A) commitment signal
B) red light signal
C) trial commitment
D) confirmed benefit
E) direct commitment

Question 50

Hameed, a salesperson in an electronics manufacturing company, makes a sales presentation to the owner of a small-scale company. At a particular point during the presentation, the prospect raises an objection stating that he has some concerns about the maintenance agreement. Hameed acknowledges his concern and lets him know that he will address it at the end of his presentation. In this scenario, Hameed uses the _____ method of handling sales resistance.

A) forestalling
B) indirect denial
C) compensation
D) coming-to-that
E) feel-felt-found

Question 51

Rita, a salesperson in a textile manufacturing company, makes a sales pitch to a representative of a garment manufacturing company. During the sales presentation, Rita shows the representative a few samples of the new fabric that Rita's company recently introduced in the market. The representative, however, expresses concern that her customers may not be keen on wearing clothes made of those fabrics. Rita responds to this by saying "I can certainly understand your apprehensions. Mark, from a company similar to yours, had the same concerns initially. However, we recently received feedback from him, and he says that his customers love the clothes made from the new fabric." In this case, Rita uses the _____ method to handle sales resistance.

A) forestalling
B) direct denial
C) translation
D) coming-to-that
E) feel-felt-found

Question 52

Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson shows him but expresses concern about the fact that the car's engine is not as powerful as the other cars he is 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 features you said you wanted."
B) "Because the engine is less powerful, it is more fuel efficient, which means your company will save money."
C) "You're mistaken; the engine has the same power as the other cars you are 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 the engines of other cars in the same range."

Question 53

Alan, a salesperson for Wilberg Industrial Equipment, finds that most of his customers express resistance based on the fact that Wilberg's delivery time is one week longer than the delivery time of most of its competitors. Alan usually handles this objection by acknowledging the objection and then balancing it by listing the benefits of Wilberg's products. In this scenario, Alan uses the _____ method for handling resistance.

A) forestalling
B) direct denial
C) translation
D) boomerang
E) compensation

Question 54

_____ is a response to buyer objections in which the salesperson answers the objection during the sales presentation before the buyer has a chance to ask it.

A) Forestalling
B) Priming
C) The translation technique
D) The reinforcement technique
E) The compensation technique

Question 55

Just before moving into the securing commitment and closing stage of the selling process, a salesperson should:

A) review all benefits of the product with the customer.
B) summarize the confirmed benefits of greatest interest to the customer.
C) use the opinion of a third person to help reinforce the salesperson's sales points.
D) remind the customer of his or her concerns.
E) listen to the customer's objections.

Question 56

The _____ technique is a response to buyer objections in which a salesperson uses the opinion or data from a mediating source to help overcome the objection and reinforce the salesperson's points.

A) forestalling
B) indirect denial
C) translation
D) questioning
E) third-party reinforcement

Question 57

A salesperson who takes a soft and tactful approach to correct a prospect's information is using the _____ method of handling objections.

A) indirect denial
B) forestalling
C) translation
D) compensation
E) third-party reinforcement

Question 58

The best way to utilize the _____ method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer.

A) indirect denial
B) forestalling
C) translation
D) compensation
E) boomerang

Question 59

The statement "The price is higher than I thought it would be" should be viewed by a salesperson as a(n) _____.

A) indirect commitment
B) red light statement
C) trial commitment
D) commitment signal
E) firm rejection

Question 60

In the _____ method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product.

A) forestalling
B) direct denial
C) translation
D) coming-to-that
E) feel-felt-found

Question 61

When a salesperson tells a customer "Let us make a list of the pros and cons associated with purchasing this product," the salesperson is using the _____ to earn commitment.

A) direct commitment technique
B) boomerang technique
C) summary commitment technique
D) balance sheet commitment technique
E) alternative choice technique

Question 62

_____ 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.

A) A summary commitment
B) The probing commitment technique
C) A success story commitment
D) The balance sheet commitment technique
E) An alternative choice commitment

Question 63

The _____ is a selling technique in which a salesperson asks a customer to buy in a forthright manner.

A) assumptive close technique
B) direct commitment technique
C) legitimate choice technique
D) boomerang technique
E) continuous yes close technique

Question 64

Which of the following techniques of handling objections is seen as overly aggressive and unprofessional by buyers today?

A) The translation technique
B) The alternative choice technique
C) The postponing technique
D) The boomerang technique
E) The questioning and assessing technique

Question 65

Molly, a salesperson for an electronics company, completes a sales presentation with a buyer and then immediately places an order form before the buyer. She takes it for granted that the buyer has already made a purchase decision based on her presentation. In this scenario, Molly most likely uses the _____.

A) third-party reinforcement method
B) T-account commitment method
C) success story commitment method
D) assumptive close method
E) minor-points close method

Question 66

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 sheet commitment technique
E) alternative choice commitment technique

Question 67

Danish, a salesperson in a computer manufacturing company, has been trying to acquire a high-profile customer in the market. He has made a couple of sales calls to the prospective customer in the past. Now, in an attempt to close the sale, Danish makes a final call to the prospect and outlines all the major benefits that the prospect has confirmed over the previous sales calls. Which of the following selling techniques does Danish use in this scenario?

A) The direct commitment technique
B) The boomerang technique
C) The balance sheet commitment technique
D) The summary commitment technique
E) The alternative choice technique

Question 68

A traditional method of earning commitment is the _____.

A) third-party reinforcement method
B) T-account commitment method
C) success story commitment method
D) continuous yes close method
E) boomerang method

Question 69

In the _____, the salesperson tells a story of something bad happening if a purchase is not made by the buyer.

A) continuous yes close method
B) standing-room-only close method
C) assumptive close method
D) emotional close method
E) minor-points close method

Question 70

Sayuri goes to an accessory store and tries on a particular watch. She likes the watch, but owing to budget constraints, she decides to come back to the store the following week to purchase it. The salesperson at the store, however, tells her that the manufacturing company is planning to revise the prices of that particular range of watches and that it would be wise of Sayuri to buy the watch now rather than later. In this scenario, the salesperson is most likely using the _____ method to earn commitment.

A) minor-points close
B) continuous yes close
C) assumptive close
D) standing-room-only close
E) fear or emotional close

Question 71

Sebastian plans to repaint his house for Christmas. He goes to a paint store and picks up two inexpensive tins of yellow paint. The salesperson at the store, however, tells Sebastian to buy the more expensive paint available at the store and warns Sebastian that if he does not buy the more expensive paint, he is bound to encounter the problem of dampness, ugly stains, and paint peeling sooner or later. He also tells Sebastian that these problems will cost him his savings. In this scenario, the salesperson is most likely using the _____ to earn commitment.

A) continuous yes close method
B) standing-room-only close method
C) assumptive close method
D) fear close method
E) minor-points close method

Question 72

The _____ is a selling technique in which a salesperson asks a prospect to select from two or more options during a sales presentation.

A) direct commitment technique
B) boomerang technique
C) summary commitment technique
D) alternative choice technique
E) balance sheet commitment technique

Question 73

Which of the following is a traditional method of earning commitment?

A) The third-party reinforcement method
B) The T-account commitment method
C) The success story commitment method
D) The assumptive close method
E) The boomerang method

Question 74

The _____ technique is a sales closing technique in which the salesperson puts a time limit on the client in an attempt to hurry the decision to close.

A) minor-points close
B) continuous yes close
C) assumptive close
D) standing-room-only close
E) fear or emotional close

Question 75

If a salesperson fails to earn a buyer's commitment initially, he or she should:

A) send the buyer to a senior salesperson.
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 to purchase.
E) explain the features and benefits of the product again.

Question 76

Which of the following statements or questions illustrates the use of the minor-points close technique of earning commitment?

A) "What would you like to see happen? What would you like to accomplish?"
B) "What do you think of our computer's larger memory capacity?"
C) "If you do not purchase this insurance and you die, your wife will have to sell the house."
D) "Do you prefer cash or charge?"
E) "These prices are good only until tomorrow."

Question 77

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 should assign her prospect to a senior salesperson.
D) the prospect wants her to stop selling.
E) the prospect is ready to make a purchase.

Question 78

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

Question 79

A straightforward method to earn buyer 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

Question 80

The statement "I do not see the advantage of going with your proposal" should be viewed by a salesperson as a(n) _____.

A) indirect commitment
B) red light statement
C) trial commitment
D) commitment signal
E) firm rejection