Question 1

Forestalling is best described as a:

Accepted Answer

Forestalling involves addressing potential objections before they are raised by the customer, thereby preempting them and making it easier to move forward with the sales process or discussion.

Question 2

While you are discussing the energy efficiency of your company's golf carts with a prospect, she questions whether your carts are heavier than that of your competitor's. You are aware that your carts are slightly heavier than the competitor's carts. What should you do about this objection?

Accepted Answer

Answering the question directly and honestly before proceeding ensures transparency and builds trust with the prospect, addressing their concerns without evading or dismissing them.

Question 3

A prospect's response during a sales presentation could be categorized as any of the following EXCEPT a(n):

Accepted Answer

An indirect suggestion is not typically a category of response during a sales presentation. The other options are common types of responses or objections that a prospect might have.

Question 4

Which of the following is an example of a practical objection?

Accepted Answer

Delivery schedules are a practical objection because they relate to the logistics of getting the product or service to the customer.

Question 5

The executive jet salesperson has just used a trial close. A typical prospect would:

Accepted Answer

A trial close often leads to the prospect asking questions to clarify doubts or gain more information, indicating interest or consideration.

Question 6

Early in his presentation and before the hotel owner even mentioned cost, Andrew said, "You're going to notice that our shower curtains are higher priced because of their mildew-proofing that makes them last 50 percent longer than ordinary shower curtains." Andrew is using:

Accepted Answer

Andrew is using forestalling, which is a technique where potential objections are anticipated and addressed before the listener has a chance to raise them. By mentioning the higher price and justifying it with the benefit of mildew-proofing and longer lifespan upfront, Andrew aims to mitigate concerns about cost before they arise.

Question 7

Which of the following statements about handling sales objections is true?

Accepted Answer

Objections are a natural part of the sales process, and taking them personally can hinder a salesperson's ability to address the concern effectively and maintain a professional relationship with the prospect. It's important to view objections as opportunities to further understand and address a prospect's needs or concerns, rather than as personal criticisms.

Question 8

________ refers to reaching an agreement mutually satisfactory to both buyer and seller.

Accepted Answer

Negotiation is the process of discussing to reach an agreement that is mutually satisfactory to both parties involved, typically involving some form of compromise.

Question 9

What is the best reason to listen to a prospect's objections carefully before responding?

Accepted Answer

Listening carefully to a prospect's objections ensures that the salesperson understands the specific concerns being raised, allowing them to address the correct issue rather than assuming or misinterpreting the objection.

Question 10

The two broad categories of objections are ________, which can never be solved and ________, which can be answered.

Accepted Answer

The answer of The two broad categories of objections are...

Question 11

The prospective buyer says, "I would buy your line of cleaning products if you offered a quantity discount." The salesperson responds, "Discounts are commonly offered in this business and if you order today, I am authorized to give you a cumulative quantity discount." The salesperson has:

Accepted Answer

The salesperson has effectively turned the buyer's objection regarding the lack of a quantity discount into a condition for making the sale, by offering a cumulative quantity discount if the order is placed today. This strategy addresses the buyer's concern directly and uses it as an opportunity to close the sale.

Question 12

Which of the following statements is NOT a reason that explains why a salesperson should welcome prospect objections?

Accepted Answer

This statement is actually incorrect. While objections can certainly arise during the closing stages of a sales presentation (such as when discussing pricing or terms), they can really come up at any point during the sales process. Therefore, this reason does not explain why a salesperson should welcome objections.

Question 13

When planning for objections, a salesperson should most likely:

Accepted Answer

Considering the reasons a prospect should and should not buy helps a salesperson to anticipate potential objections and prepare thoughtful, personalized responses, enhancing the sales process.

Question 14

________ requires the salesperson to discuss an objection before a prospect has the opportunity to ask about it.

Accepted Answer

Forestalling an objection involves addressing potential objections before the prospect raises them, effectively pre-empting the concern.

Question 15

An objection which can be answered by the salesperson is called a ________ objection.

Accepted Answer

The answer of An objection which can be answered by...

Question 16

What should a salesperson do after finishing the sales presentation?

Accepted Answer

A trial close helps the salesperson gauge the prospect's interest and readiness to move forward, allowing them to address any concerns or objections before asking for the order.

Question 17

The prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." Once the salesperson determined that this was a condition of sale, he should:

Accepted Answer

Engaging in negotiation allows the salesperson to find a mutually beneficial solution to the prospect's storage issue, potentially adjusting the batch size to accommodate the prospect's needs.

Question 18

When the prospect said, "I know that your company usually ships in batches of 6 dozen cases, but I don't have room to store that much merchandise." The salesperson must first:

Accepted Answer

The salesperson must first determine if the prospect is setting a condition for the purchase, which involves understanding the prospect's needs and constraints before proceeding with negotiations or addressing objections.

Question 19

Lowell is anticipating an objection from his prospect concerning the quality of the adhesives that his company sells. He plans to weave into the early part of his presentation the information about the product's recent "best buy" rating from a consumer information magazine before the prospect can bring up the quality issue. What method is he using for meeting this objection?

Accepted Answer

Lowell is using the method of forestalling, which involves addressing and overcoming potential objections before the prospect raises them. By mentioning the "best buy" rating early, he preemptively addresses concerns about quality.

Question 20

When an objection turns into a condition of sale, it most likely means that:

Accepted Answer

When an objection turns into a condition of sale, it means that the prospect is making a specific request or demand that needs to be met in order for them to make a purchase. This indicates that the objection is not necessarily a true deal-breaker, but rather something that can be addressed by the salesperson in order to close the sale.

Quiz 11: Welcome Your Prospects Objections