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

Accepted Answer

A source objection occurs when a customer or client questions the credibility, reliability, or suitability of the source of the product, service, or information being offered. This can include doubts about the manufacturer, the seller, or the origin of the information. In this context, "source objection" directly refers to concerns about the source itself.

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.

Accepted Answer

Gaining the prospect's trust through a thorough understanding of the salesperson, their company, and the products can help overcome objections that are based on customary reasons. This approach addresses the root of the objection by building a relationship and providing valuable information.

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

Accepted Answer

Dana's concern is about the ergonomic efficiency of the couches, which directly relates to the product itself, making it a product objection.

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.

Accepted Answer

Tracy's consistent encounter with need objections suggests she may not be targeting the right prospects who actually need the products, indicating a need for better prospecting and qualifying skills.

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

Accepted Answer

The objection regarding the absence of a maintenance agreement in the business deal is a service objection. This type of objection is related to the after-sales services, such as maintenance and support, that are or are not provided with the product.

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

Accepted Answer

Objecting because it is a matter of custom indicates a prospect who deliberately says no during initial sales calls to test the salesperson's persistence, as it reflects a habitual or customary response rather than a firm decision against the product or service.

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.

Accepted Answer

Sales resistance should be viewed as an opportunity to sell, as it allows the salesperson to address concerns or objections the prospect may have, potentially leading to a successful sale.

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.

Accepted Answer

When a salesperson does not prospect or qualify properly, they may end up spending time with individuals who are not potential buyers, leading to wasted time for both parties.

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.

Accepted Answer

Sales resistance indicates that a prospect is actively engaged and considering the offer, which can provide valuable feedback and opportunities for the salesperson to address concerns and improve the sales 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

Accepted Answer

The buyer is expressing a product objection because they are concerned about the specifications of the product not matching their current needs or requirements.

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.

Accepted Answer

Sales resistance often occurs when prospects want to avoid the sales interview, possibly due to a lack of interest, time, or the perception that they do not need the product or service being offered.

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."

Accepted Answer

A source objection occurs when a customer is satisfied with their current supplier or brand and is not interested in switching.

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.

Accepted Answer

Objections from buyers should be treated as questions. This approach allows salespeople to address concerns directly and provides an opportunity to further explain the benefits and features of the product or service, thereby moving closer to a sale. Objections are a normal part of the sales process and do not necessarily indicate rejection of the product or a lack of involvement in the buying process. They also do not solely occur 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.

Accepted Answer

The prospects resist change because they feel comfortable with their current payroll processing systems and are hesitant to adopt new technology, indicating a resistance to change rather than the other options provided.

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

Accepted Answer

Martha's statement implies that she does not see a need for new cleaning equipment because her current equipment is still functional. This is a need objection, where the potential customer does not believe they need the product being offered.

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.

Accepted Answer

In earlier times, sales resistance was often seen as a failure on the part of the salesperson to adequately explain or present the product, rather than an opportunity or a positive aspect of the sales process.

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

Accepted Answer

A product objection occurs when a buyer resists a commodity due to its appearance or feel, indicating dissatisfaction with the product's attributes rather than its price, necessity, source, or the company offering it.

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

Accepted Answer

The prospects' concerns about the juicer being too bulky and not easy to clean directly relate to the product itself, making it a product 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

Accepted Answer

This is a source objection because the buyer's resistance is based on their loyalty to another supplier, indicating a preference for the source of the product rather than issues related to time, price, product features, or a perceived lack of need.

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

Accepted Answer

When buyers automatically say, "I do not require your product," they are typically raising a need objection, indicating they do not see the necessity or relevance of the product to their current needs or situation.

Quiz 8: Addressing Concerns and Earning Commitment

Which of the following statements illustrates a source objection?

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

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 prospect who _____ tends to deliberately say no during the first few sales calls to test a salesperson's persistence.

Which of the following is true of sales resistance?

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

A benefit of sales resistance is that:

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 _____.

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:

Which of the following statements illustrates a source objection?

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

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 _____.

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

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

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

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