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1 | |
Sales objections: |
| | A) | can only occur after the sales presentation |
| | B) | cannot be used to determine what stage the prospect has reached in the buying cycle |
| | C) | should be postponed as long as possible |
| | D) | typically do not appear until after the salesperson attempts a trial close |
| | E) | are accurately described by none of the above |
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2 | |
Kerwin sells lighting systems used in theatrical venues. Knowing that another salesperson has been critical of the bulkiness of his lighting system, Kerwin begins his presentation by telling the prospect, "Our system is bulkier than other systems, but that bulk is needed to make the system energy efficient. Tests have shown our system uses energy 20 percent more efficiently than its competitors." Kerwin was: |
| | A) | dodging the objection |
| | B) | anticipating and forestalling an objection |
| | C) | dealing with a source objection |
| | D) | creating a condition of sale |
| | E) | anticipating a no-need objection |
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3 | |
There are two types of true objections. They are: |
| | A) | major and minor |
| | B) | cognitive and responsive |
| | C) | external and internal |
| | D) | personal and organizational |
| | E) | transactional and relationship |
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4 | |
Which of the following is the BEST example of an overt objection? |
| | A) | I don't like being forced into a position where I have to make a buying decision. |
| | B) | I just can't stand the thought of spending that much money on a forklift. |
| | C) | I don't belief that mankind should encourage the wholesale slaughter of animals. |
| | D) | I just feel there's something slimy about anybody that chooses to sell for living. |
| | E) | I need delivery of the generator by October 12, and your company can't deliver it until October 20. |
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5 | |
Which of the following is the BEST example of a psychological objection? |
| | A) | My business is small, and I can't afford to pay that much for store fixtures. |
| | B) | I believe that we should conserve our natural resources, and your company does not seem to share my beliefs. |
| | C) | I need the Halloween decorations by next week, and your company can't deliver them that quickly. |
| | D) | Your silk flowers are beautiful, but my storeroom is currently overstocked with silk flowers. |
| | E) | My customers typically earn less than $25,000 annually, and there is no need for me to stock expensive costume jewelry. |
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6 | |
When the Nova Chemicals salesperson began talking to the manager of Romar's Flower Farm about buying sheets of polyethylene to use on the greenhouses and as a mulch once the flowers were planted, the manager said, "I'd like to buy, but I have to get approval from the owner." The flower farm manager used a _____ objection. |
| | A) | source |
| | B) | no-need |
| | C) | stalling |
| | D) | product |
| | E) | hidden |
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7 | |
Garrison Dental Solutions (GDS) sells dental supplies to dental practices throughout the nation. When its salesperson called on the office of Dr. Brown, the office manager informed the GDS sales rep, "We really appreciate your making the long trip out here, but we really don't have any room in our inventory for any more supplies." The office manager was using a _____ objection. |
| | A) | source |
| | B) | no-need |
| | C) | stalling |
| | D) | product |
| | E) | hidden |
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8 | |
When the salesperson asked the florist if he were interested in buying a more efficient refrigeration unit for storing fresh flowers, the florist answered, "I'd love to buy the unit you are selling, but I've just purchased inventory for Christmas. I don't have the money or the credit to buy your unit." The florist was using a(n) _____ objection. |
| | A) | money |
| | B) | source |
| | C) | no-need |
| | D) | product |
| | E) | stalling |
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9 | |
Almost as soon as the salesperson entered the prospect's office, he announced, "We don't buy from any company that support tree-hugging whackos." Because the sales rep knew that her company had a strong reputation as an environmental supporter, she knew immediately that the prospect had raised a _____ objection. |
| | A) | money |
| | B) | source |
| | C) | no-need |
| | D) | product |
| | E) | hidden |
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10 | |
Which of the following is NOT an example of a technique salespeople use to meet objections? |
| | A) | dodge the objection |
| | B) | boomerang the objection |
| | C) | echo the objection |
| | D) | rephrase an objection as a question |
| | E) | anticipate the objection |
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11 | |
When the warehouse manager said, "I don't like plastic pallets. I think that plastic pallets are really a drain on our natural resources." The salesperson responded, "That's one of the great things about our plastic pallets. They are made completely from recycled plastic, and we will recycle any pallets that you decide to get rid of. How's that for saving the environment?" Which method has the salesperson used to deal with a customer's objections? |
| | A) | dodge |
| | B) | pass up |
| | C) | indirect denial |
| | D) | boomerang |
| | E) | forestall |
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12 | |
Which method of handling objections requires the greatest amount of tact to use? |
| | A) | direct denial |
| | B) | rephrase objection as a question |
| | C) | third party answer |
| | D) | indirect denial |
| | E) | anticipate |
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13 | |
What is another name for the compensation method of handling objections? |
| | A) | the boomerang method |
| | B) | the five-question sequence method |
| | C) | the dodge method |
| | D) | the counterbalance method |
| | E) | objection forestalling |
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14 | |
What should a salesperson do after meeting the objection? |
| | A) | leave the prospect's office |
| | B) | begin writing up the order |
| | C) | use a trial close |
| | D) | change the subject to a topic unrelated to business |
| | E) | call his or her supervisor |
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15 | |
Insurance agent Terrence is convinced that he cannot overcome the prospective customer's objection to his company's employee insurance plan. As a professional salesperson, Terrence should: |
| | A) | tell his competitors how to sell to the prospect |
| | B) | assume his sales presentation was poorly designed |
| | C) | criticize his company's marketing department for not providing enough advertising support |
| | D) | ask for the order in spite of the objections raised |
| | E) | leave the prospect immediately without making any more comments |
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2002 McGraw-Hill Higher Education