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Identify a true statement about forestalling known concerns of buyers about a product or service.

It makes buyers more willing to change their thinking as they feel free to defend a position they have already stated.

In the context of methods of responses to objections, which of the following is true of the acknowledgment method?

It should not be used if a buyer's objection is false factually.

What should salespeople do when faced with a buyer's price objection? (Check all that apply.)

Make sure to establish the value of a product or service Utilize communication tools effectively Make sure to have up-to-date information

Which of the following, when exhibited by salespeople, is likely to result in prospects using several excuses to prevent themselves from listening to a sales presentation?

Peskiness

Identify a typical salesperson who follows the guidelines to deal with a customer who is passive and quiet.

Peter, who asks more questions rather than talking

Identify the intangible features that provide value that offsets price. (Check all that apply.)

Provision of field assistance Service in the form of faster deliveries

What should salespeople do when a buyer voices objections because the buyer does not understand a sales presentation?

Salespeople must carefully watch the buyer's nonverbal cues.

In the context of anticipating objections, identify a true statement about salespeople.

Successful salespeople must document any new objections.

What should a salesperson do when the postponement method to address a buyer's objections fails and the buyer asks the salesperson to answer immediately?

The salesperson should answer the objection immediately.

Identify a guideline for salespeople to use direct denial as a method to address a buyer's objection.

They must have facts to support their denial to the objection.

Identify a guideline for salespeople to use indirect denial as a method to address a buyer's objection.

They should identify the position of the buyer and introduce substantial evidence

As a way to address a buyer's price objection about a product or service, what should salespeople do if they find that their company's price points are a little higher than their competitors'?

They should use their firm's intranet site to look for trade-in programs that they can leverage to get a sales deal.

True or false: To sincerely sell value and establish a relationship with a buyer, a seller must evaluate the buyer's objections before answering.

True

Identify the steps of a two-step approach salespeople use to deal with a buyer's price objections. (Check all that apply.)

Try to look at the objection from the buyer's perspective, asking questions to clarify the buyer's perspective Sell value and quality of a product or service rather than its price

_____ occur when a buyer is prejudiced because of a salesperson's gender or race or because the salesperson has failed to use adaptive selling behaviors.

Turnovers

In the context of anticipating objections, which of the following strategies are companies and salespeople likely to employ? (Check all that apply.)

Videotaping practice role plays Listing common objections and beneficial answers

When is a buyer likely to object to setting up an initial appointment with a salesperson?

When a buyer is unfamiliar

In which of the following situations do misunderstandings frequently occur between salespersons and customers? (Check all that apply.)

When customers are oblivious to the distinctive capabilities of a product When customers are unacquainted with technical terms

When are buyers likely to offer objections in an attempt to get more information about a sales offering? (Check all that apply.)

When salespersons are unable to provide substantial credible proof about a benefit When buyers are concerned about the resources required to execute what salespersons propose

When are prospects likely to voice objections simply to dismiss a salesperson? (Check all that apply.)

When the salesperson is attempting to get an appointment When the salesperson is cold calling

Which of the following are reasons for buyers to offer objections during the beginning of a sales presentation?

When they disagree with statements that sellers make in order to build rapport When they consider a salesperson's opening statement attention-getting opening and dislike it

A salesperson uses the revisit method to address buyers' objections more often for people with _____ personality type. These people tend to state time constraints and other barriers and are less willing to listen to just any salesperson's presentation.

driver

Concerns expressed by a buyer that mask the buyer's true objections are known as _____.

excuses

The referral method to address buyers' objections is also known as the _____.

feel-felt-found method

Salespeople raise objections before buyers have a chance to raise them. In selling, this means to

forestall

Tessa, a salesperson, realizes that products she has to sell have limited features. But she has to quote a price that seems high as she is unable to offer cash discounts on these products. To be successful in selling the products, Tessa should _____.

forestall known concerns

Professor Donoho at Northern Arizona University teaches a method called the _____ to encourage buyers to elaborate or explain more fully what their concerns are.

friendly silent questioning stare (FSQS)

To address a buyer's objections, a salesperson disagrees with the objection but attempts to soften the response using the _____.

indirect denial method

In the context of buyers raising objections, prospective buyers may deny requests by salespeople to set up appointment times or dates to _____.

introduce a product

To address a buyer's price objection about a product or service, salespeople should _____.

know their firm's prices as well as competitors' prices

Rita, a salesperson, faces objections from a buyer about a product during a sales presentation. When responding to the buyer's objection, she must _____.

listen first and then answer the objection

In the context of the methods of responding to objections, when a buyer expresses opinions or concerns to a salesperson mostly to vent frustration, the salesperson should use the _____.

pass-up method

When dealing with a buyer, salespeople should _____.

persuade the buyer to make the most effective decision

As a method to address a buyer's objections, a salesperson would ask permission to answer the objections at a later time using the _____.

postpone method

If a prospect raises valid objections in the early part of a sales presentation, it is advisable for a salesperson to primarily use the _____ to address the prospect's objections later in the presentation.

postpone method

To address a buyer's price objection early in a sales presentation, salespeople make the most use of the _____ method.

postponement

Salespeople almost always need to ask questions to help a prospect clarify concerns and to make sure they understand an objection raised by the prospect. This method is often called the _____.

probing method

When addressing a buyer's objection, a salesperson turns the objection into a reason for buying a product or service using the _____.

revisit method

Salespeople are likely to find objections by buyers as desirable because these objections ___.

show that buyers are interested in the sales offerings

The compensation method to address buyers' objections is often referred to as the _____ because the benefit of one attribute of a product or service overcomes a concern about a less important attribute.

superior benefit method

In the context of misclassification of prospects, _____ is an essential factor in determining lead qualification.

the ability to pay

Throwing a concern back to buyers works in situations where _____.

the buyers are in a group

It has been proved time and again that quality of a product or service is measured based on _____.

the reputation of the company behind it

Proof of a salesperson's assertion in the form of a letter with statements written by satisfied users of a product or service strengthens the referral method to address buyers' objections. This approach is referred to as the _____.

third-party-testimony method

If the concern of a buyer is real, a seller's firm sometimes institutes a _____, which simply means the account is given to a different salesperson.

turnover (TO)

Which of the following is an example of objections related to the price of a sales offering?

Buyers do not wish to be stuck in a contract.

How should salespeople react when buyers voice their concerns or questions? (Check all that apply.)

By answering sincerely By refraining from contradicting the buyers

How do successful salespeople react to a buyer's objections? (Check all that apply.)

By assessing objections before answering By listening without interrupting

True or false: Forestalling objections related to a product is insignificant in written proposals as immediate feedback between a buyer and a seller is possible.

False

True or false: Objections from buyers are threats to sales opportunities.

False

True or false: Salespeople should establish a product's value during the early stages of a sales presentation.

False

True or false: Salespeople should typically respond to a buyer's price objection by lowering the price of a product or service.

False

A salesperson should understand that selling is easier when _____.

buyers raise their concerns

As a response to a buyer's objections, a salesperson admits that the objections are valid and then proceed to show any alternative advantages using the _____.

compensation method

As a way to address buyers' objections, a salesperson makes a relatively strong statement to indicate the error a buyer has made using the _____.

direct denial method

Which of the following are conflicts that are likely to exist in a buyer's mind? (Check all that apply.)

A doubt that a seller has not acceptably sold value A struggle between emotion and reason

Which of the following response methods do salespeople use when buyers bring up valid points or provide opinions? (Check all that apply.)

Acknowledgment Compensation

When addressing a buyer's objections, a salesperson lets the buyer talk, admits that he or she has listened to the buyer's concern, pauses, and then moves on to a different topic using the

acknowledgment method

Robert, a salesperson, makes a sales presentation to Lisa, a buyer. After the presentation, Lisa asks a question for which Robert has already covered the material. Robert should _____.

allow Lisa to finish asking the question and then answer the question with enthusiasm

The superior benefit method to address buyers' objections is most beneficial for people with _____ personality type, who are accustomed to conducting trade-off studies.

analytical

To a customer who is quite blatant, Joe, a salesperson, says, "I'm sensing that this might not be the best time to talk. Should we reschedule for another time?" But the customer continues to communicate aggressively, being downright rude. Joe should _____.

assert himself and confront the issue head-on

Ethan, a salesperson, makes a sales call with a group of buyers. If one person offers an objection during the call, Ethan should _____.

attempt to understand whether other buyers share the concern

During a sales call, when a lead says he or she cannot afford a product, the salesperson should _____.

avoid wasting time and contact new prospects

To be successful in facing buyers' objections, when interacting with buyers, salespeople should _____.

avoid white lies and half-truths when they answer the buyers' objections

The revisit method used by salespeople to address buyers' objections is also known as the _____.

boomerang method