Question 1

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue?
A) Direct denial
B) Compensation
C) Revisit
D) Acknowledge
E) Postpone

Accepted Answer

Direct denial is only appropriate when the prospect's objection is blatantly untrue, such as false claims or incorrect information. It involves directly denying the prospect's statement with clear and factual evidence. For all other objections, other methods like compensation, revisit, acknowledge, or postpone should be used.

Question 2

The nonverbal probing technique called FSQS stands for:
A) frequent situational questioning satire.
B) forestalling situational question sequence.
C) feasible selective queue silence.
D) friendly silent questioning stare.
E) favorite singular question set.

Accepted Answer

FSQS stands for "friendly silent questioning stare," which is a nonverbal technique used to encourage someone to continue speaking or to elicit more information without using words.

Question 3

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.
A) compensation
B) boomerang
C) direct denial
D) referral
E) postpone

Accepted Answer

Thomas's response directly denies the objection presented by the buyer by providing evidence that contradicts the buyer's statement. This is the direct denial method of responding to objections.

Question 4

In the _____ method of handling objections,the salesperson tells the prospect the objection presented is not true but does so in a manner that softens the response.
A) acknowledge
B) referral
C) postpone
D) indirect denial
E) turndown

Accepted Answer

The indirect denial method involves telling the prospect that the objection is not true but doing so in a way that is not confrontational or aggressive. This helps to maintain a positive relationship with the prospect and avoids creating a defensive attitude. By acknowledging the objection and softening the response, the salesperson can provide reassurance and build trust with the prospect.

Question 5

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.
A) psychological manipulation
B) nonverbal
C) direct denial
D) revisit
E) acknowledge

Accepted Answer

The friendly silent questioning stare method (FSQS) is a nonverbal method of probing. It involves the salesperson remaining silent and using eye contact to encourage the prospect to elaborate on their objection or concern. It is not a form of psychological manipulation or direct denial, and it does not involve revisiting or acknowledging previous points.

Question 6

Which of the following is an example of an objection related to the source?
A) "You're not an engineer; you can't understand the difficulty of drilling for oil in subsea conditions at 15,000 psi of pressure."
B) "The lifelike quality of your silk flowers is just not worth the extra costs your company charges."
C) "I need to take some time and consider if I want to pay $3,500 for an industrial-strength vacuum cleaner."
D) "I have always considered Nitrile gloves to be of superior quality and have never considered buying another brand."
E) "While I do need entertainment for the Winter Carnival, I have heard that this particular entertainer had shown up drunk at a performance."

Accepted Answer

This objection questions the source's understanding and expertise in the subject matter.

Question 7

Indirect denial should:
A) never be used if the prospect has raised a valid point.
B) be used only if the buyer's objection is used as a means of getting rid of the salesperson.
C) be used if the buyer is expressing his or her opinion.
D) be used to inform the prospect that the objection is unimportant.
E) be used if the buyer is accustomed to conducting trade-off analyses.

Accepted Answer

The answer of Indirect denial should:
A) never be used if...

Question 8

Your buyer has just said,"Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection.Which of the following statements is the best example of this method?
A) "That's true. However, they are 30% less expensive. So they're still a better deal for you."
B) "That simply is not true. Studies show that our machines break down no more than our major competitors'."
C) "That may have been true at one time. In fact, before we introduced our new quality control management system that statement would have been right on target. However, things have changed."
D) "I can see how you feel that way, but on the other side, we do have very good service centers where you could get the machine fixed."
E) "You know, I think everyone should be as concerned about quality as you are."

Accepted Answer

This response acknowledges the buyer's concern but also mentions a change in quality control management system that may have improved the reliability of the machines. It does not directly deny the claim, but provides an alternative explanation.

Question 9

Alex,an employee of a radio station in San Francisco,sells advertising time to interested clients.While talking to a local retailer,Alex was told,"Your station's advertising time costs three times as much as the other radio stations." Alex responded,"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 was using the _____ method to respond to a buyer's objections.
A) direct denial
B) compensation
C) revisit
D) acknowledge
E) postpone

Accepted Answer

The answer of Alex,an employee of a radio station in...

Question 10

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as:
A) pulling.
B) predicting.
C) forestalling.
D) heading-off.
E) postponing.

Accepted Answer

The proactive method described is known as forestalling objections. It involves anticipating any potential objections from the customer and addressing them before they have a chance to bring them up themselves. This approach can help to build trust and credibility with the customer, as it shows that the salesperson is knowledgeable and understands their concerns. Choices A, B, D, and E are not commonly used terms to describe this method.

Question 11

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.
A) explanation
B) excuse
C) motive
D) thought
E) logic

Accepted Answer

The use of the word "excuse" implies that Adam's statement was not a genuine reason for not purchasing the product, but rather a way to avoid revealing his true objection.

Question 12

Which of the following is an example of an objection related to the price?
A) "I do not understand why you think I need to replace bumper cars; no one has been injured in the ones we currently have."
B) "I can't buy the landscaping services of your company because your company is too new to have any kind of reputation at all."
C) "The fresh cut tulips you want to sell me are not that superior in quality to other tulips that I can buy for less money."
D) "I will not allow the carnival workers at this state fair to sell temporary tattoos because I believe they are trashy."
E) "I don't think we need a shopping cart mover; we've just always let one of the stock boys cruise the parking lot and gather carts manually."

Accepted Answer

This objection specifically relates to the price of the tulips, suggesting that they are not worth the higher cost compared to alternatives.

Question 13

Which of the following statements is true about forestalling objections?
A) It should be avoided in written proposals because it may draw buyer attention to weaknesses that otherwise would not be noticed.
B) Salespeople use it to deal with aspects of their product offering that are not vulnerable to competition.
C) Forestalling involves salespeople raising objections before buyers have a chance to raise them.
D) With experience, a salesperson should eventually forestall all objections.
E) Forestalling involves the salesperson turning the objection into a reason for buying the product or the service.

Accepted Answer

Forestalling objections refers to the salesperson raising objections before buyers have a chance to raise them. Option A is incorrect as forestalling objections can be used in both written and oral proposals. Option B is incorrect as forestalling objections can be used for any aspect of the product offering, not just those that are not vulnerable to competition. Option D is incorrect as it is not possible for a salesperson to forestall all objections. Option E is incorrect as turning the objection into a reason for buying the product or the service is known as rebutting the objection, not forestalling it.

Question 14

The buyer announces,"I will never buy that brand of knitting machine because it always knots my thread." The salesperson responds,"I'm sorry you have 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 on our latest model." The knitting machine salesperson is using the _____ method for dealing with objections.
A) acknowledge
B) indirect denial
C) revisit
D) forestall
E) compensation

Accepted Answer

The salesperson is indirectly denying the buyer's objection by acknowledging their bad experience with the older model, but assuring them that the problem has been resolved with the latest model.

Question 15

Ever since Alain was chosen as the sales rep to deal with Premier Meat Packers,he has had trouble with its purchasing agent who seems to resent the fact that Alain was born in France and speaks with a French accent.Alain lost a sale because the Premier agent contended that he couldn't understand Alain's accent.The agent thought Alain had promised delivery in two weeks,and the agent needed the order filled in two days.Due to problems like this and other condescending remarks made by the agent,a _____ is the best option for Alain's company.
A) pressure transfer
B) conversion
C) turnover
D) clean sweep
E) territory waiver

Accepted Answer

The difficult relationship with the purchasing agent and the lost sale demonstrate that the current sales rep, Alain, is not effectively managing the account. To resolve the issue and possibly gain a better relationship with Premier Meat Packers, it may be best to bring in a new sales rep through turnover. This would allow for a fresh start and a chance to repair the relationship with the purchasing agent without the potential biases or past negative experiences of the current sales rep.

Question 16

Which of the following methods of handling an objection is NOT appropriate to deal with a valid opinion or objection expressed by a prospect?
A) Direct denial
B) Compensation
C) Revisit
D) Acknowledge
E) Referral

Accepted Answer

Direct denial is not appropriate when a prospect expresses a valid opinion or objection because it can come across as dismissive or confrontational. Instead, it's better to acknowledge their concerns and offer a thoughtful response. Compensation, revisiting, acknowledging, and referral are all appropriate methods of handling objections.

Question 17

When responding to a buyer's objection,a salesperson should:
A) listen as though he or she has never heard that objection before.
B) hand the buyer a testimonial or other visual aid refuting that point as soon as he or she recognizes the objection.
C) interrupt the buyer's objection with an answer as soon as the objection is apparent.
D) raise his or her hand and stop the buyer's objection as soon as it is recognized.
E) do none of the above.

Accepted Answer

The salesperson should avoid interrupting the buyer and listen carefully to their objection. By listening attentively and acknowledging the buyer's concern, the salesperson can provide a more thoughtful and tailored response. Interrupting or dismissing the buyer's objection can lead to frustration and a loss of trust.

Question 18

When dealing with objections,successful salespeople:
A) anticipate the objections and prepare helpful responses.
B) make sure the objection is not just an excuse.
C) relax and listen and never interrupt the buyer.
D) forestall known concerns before they arise.
E) need to do all of the above.

Accepted Answer

Successful salespeople should anticipate objections and prepare helpful responses, ensure that the objection is not just an excuse, relax and listen without interrupting the buyer, and try to address known concerns before they arise. By doing all of the above, salespeople increase their chances of overcoming objections and closing the sale.

Question 19

April,a sales rep for Beta-Z Equipments,was recently 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:
A) pressure transfer.
B) conversion.
C) turnover.
D) clean sweep.
E) territory waiver.

Accepted Answer

The situation described indicates that April is experiencing difficulties in handling the assigned client, leading to a decrease in sales volume. This situation is commonly referred to as turnover, which implies that the client is being turned over to another sales representative, in this case, Wayne.

Question 20

"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 worker's 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.
A) revisiting
B) denying
C) predicting
D) forestalling
E) passing-up

Accepted Answer

The salesperson is forestalling an objection by addressing and providing a rationale for a potential concern (the need for extra effort) before the customer raises it, thus attempting to prevent it from becoming an issue.

Quiz 10: Responding to Objections

Which of the following methods of handling a prospect's objection is only appropriate when the prospect's statement is blatantly untrue?

The nonverbal probing technique called FSQS stands for:

In the _____ method of handling objections,the salesperson tells the prospect the objection presented is not true but does so in a manner that softens the response.

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.

Which of the following is an example of an objection related to the source?

Indirect denial should:

Your buyer has just said,"Your machines break down more often than most of your major competitors' machines." You decide to reply using the indirect denial method to handle this objection.Which of the following statements is the best example of this method?

The proactive method of anticipating objections and answering them before the customer has a chance to raise them is known as:

Which of the following is an example of an objection related to the price?

Which of the following statements is true about forestalling objections?

Which of the following methods of handling an objection is NOT appropriate to deal with a valid opinion or objection expressed by a prospect?

When responding to a buyer's objection,a salesperson should:

When dealing with objections,successful salespeople: