ABC’s Of Relationship Selling Through Service 13th Edition By Charles – Test Bank

Chapter 11 Welcome Your Prospect’s Objections

1) According to the Core Principles of Professional Selling, the salesperson should always leave immediately when a prospect says “No, I do not need your product.”

Answer: FALSE
Explanation: Whether or not a salesperson should leave after being rejected depends on whether the prospect is correct about not needing the product and what the purpose of the sales call is.
Difficulty: 1 Easy
Topic: The Core Principles: Objections
Learning Objective: 11-01 Explain why you should welcome a prospect’s objections.
Bloom’s: Remember
AACSB: Ethics
Accessibility: Keyboard Navigation

2) Opposition or resistance to the information provided by a salesperson is called sales objection.

Answer: TRUE
Explanation: Opposition or resistance to information or to the salesperson’s request is labeled a sales objection. Objections are natural because you are often asking buyers to make some type of change. It may be a change in a product, a change in their actions, a change in a belief, or a change in a process. Change is difficult and it is natural to expect a customer to ask questions, express hesitation, or to even procrastinate in making a decision.
Difficulty: 1 Easy
Topic: What are Objections?
Learning Objective: 11-01 Explain why you should welcome a prospect’s objections.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation

3) The salesperson should hope that the prospect says nothing during her presentation so that she can give an uninterrupted sales presentation.

Answer: FALSE
Explanation: Sales objections indicate prospect interest and help determine what stage the prospect has reached in the buying cycle—attention, interest, desire, conviction, or readiness to close. A sales presentation without objections or questions probably indicates a prospect is not interested in the product.
Difficulty: 2 Medium
Topic: What are Objections?
Learning Objective: 11-01 Explain why you should welcome a prospect’s objections.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation
4) Sales objections should be welcomed.

Answer: TRUE
Explanation: When a prospect first gives an objection, smile, because that’s when you start earning your salary. An object indicates the prospect is interested.
Difficulty: 1 Easy
Topic: Welcome Objections!
Learning Objective: 11-01 Explain why you should welcome a prospect’s objections.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation

5) A salesperson should be prepared to respond to a prospect’s objection at any time during the presentation.

Answer: TRUE
Explanation: Objections can occur at any time during a presentation, and salespeople need to be prepared to handle them appropriately.
Difficulty: 1 Easy
Topic: When Do Prospects Object?
Learning Objective: 11-02 Describe what to do when objections arise.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation

6) After the presentation, experienced salespeople use a trial close to determine the prospect’s attitude toward the product and if it is time to close.

Answer: TRUE
Explanation: The trial close asks for the prospect’s opinion, not a decision to buy. The trial close asks about what was said in the presentation. Since you may not know the prospect’s opinion, it is too early to close. Typically, the trial close causes the prospect to ask questions and/or state objections.
Difficulty: 1 Easy
Topic: Objections and the Sales Process
Learning Objective: 11-02 Explain why you should welcome a prospects objections.
Bloom’s: Remember
AACSB: Communication
Accessibility: Keyboard Navigation

7) In planning a sales presentation, the salesperson should think of reasons why a prospect might not buy.

Answer: TRUE
Explanation: Plan for objections that your presentation might raise. Consider not only the reasons that prospects should buy but why they should not buy. Structure your presentation to minimize the disadvantages of your product.
Difficulty: 2 Medium
Topic: Basic Points to Consider in Meeting Objections
Learning Objective: 11-03 Discuss seven basic points to consider in meeting a prospect’s objections.
Bloom’s: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation

8) To forestall means to discuss objections as soon as they are raised.

Answer: FALSE
Explanation: Forestalling the objection has the salesperson discussing an objection before the prospect raises it. It often is better to forestall or discuss objections before they arise. The sales presentation can be developed to address anticipated objections directly.
Difficulty: 1 Easy
Topic: Basic Points to Consider in Meeting Objections
Learning Objective: 11-03 Discuss seven basic points to consider in meeting a prospect’s objections.
Bloom’s: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation

9) The salesperson should postpone all the objections to the end of sales presentation to maintain control of the presentation.

Answer: FALSE
Explanation: At times, situations arise in which it is best to postpone your answer to an objection. However, it is best to meet objections as they arise; postponement may cause a negative mental picture or reaction.
Difficulty: 2 Medium
Topic: Basic Points to Consider in Meeting Objections
Learning Objective: 11-03 Discuss seven basic points to consider in meeting a prospect’s objections.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation

10) Do not deny objections even if they are based on incorrect information.

Answer: FALSE
Explanation: At times, the prospect may raise objections based on incorrect information. Politely deny false objections.
Difficulty: 2 Medium
Topic: Basic Points to Consider in Meeting Objections
Learning Objective: 11-03 Discuss seven basic points to consider in meeting a prospect’s objections.
Bloom’s: Understand
AACSB: Communication
Accessibility: Keyboard Navigation