ABC’s Of Relationship Selling through Service 12th Edition By Charles – Test Bank

Chapter 11 Welcome Your Prospect’s Objections

True / False Questions

1. According to the Golden Rule of Selling, the salesperson should always leave immediately when a prospect says “No, I do not need your product.”
Answer: False
Learning Objective: 11-0
Topic: The Golden Rule: Objections
Blooms: Remember
AACSB: Ethics
Level of Difficulty: Easy
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.

2. Sales objections should be welcomed.
Answer: True
Learning Objective: 11-01
Topic: Welcome Objections!
Blooms: Remember
AACSB:
Level of Difficulty: Easy
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.

3. Opposition or resistance to the information provided by a salesperson is called sales objection.
Answer: True
Learning Objective: 11-01
Topic: What Are Objections?
Blooms: Remember
AACSB:
Level of Difficulty: Easy
Explanation: Opposition or resistance to information or to the salesperson’s request is labeled a sales objection. Welcome sales objections because they indicate prospect interest and help determine what stage the prospect has reached in the buying cycle—attention, interest, desire, conviction, or readiness to close.

4. The salesperson should hope that the prospect says nothing during her presentation so that she can give an uninterrupted sales presentation.
Answer: False
Learning Objective: 11-01
Topic: What Are Objections?
Blooms: Understand
AACSB:
Level of Difficulty: Medium
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.

5. A salesperson should be prepared to respond to a prospect’s objection at any time during the presentation.
Answer: True
Learning Objective: 11-02
Topic: Objections and the Sales Process
Blooms: Remember
AACSB:
Level of Difficulty: Easy
Explanation: Objections can occur at any time during a presentation, and salespeople need to be prepared to handle them appropriately.

6. In planning a sales presentation, the salesperson should think of reasons why a prospect might not buy.
Answer: True
Learning Objective: 11-03
Topic: Basic Points to Consider in Meeting Objections
Blooms: Understand
AACSB:
Level of Difficulty: Medium
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.

7. To forestall means to discuss objections as soon as they are raised.
Answer: False
Learning Objective: 11-03
Topic: Basic Points to Consider in Meeting Objections
Blooms: Remember
AACSB:
Level of Difficulty: Easy
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.

8. The salesperson should postpone all the objections to the end of sales presentation to maintain control of the presentation.
Answer: False
Learning Objective: 11-03
Topic: Basic Points to Consider in Meeting Objections
Blooms: Understand
AACSB:
Level of Difficulty: Medium
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.

9. Do not deny objections even if they are based on incorrect information.
Answer: False
Learning Objective: 11-03
Topic: Basic Points to Consider in Meeting Objections
Blooms: Understand
AACSB:
Level of Difficulty: Medium
Explanation: At times, the prospect may raise objections based on incorrect information.
Politely deny false objections.

10. Many times, when prospects appear to be offering objections, they are actually requesting more information.
Answer: True
Learning Objective: 11-03
Topic: Basic Points to Consider in Meeting Objections
Blooms: Remember
AACSB:
Level of Difficulty: Easy
Explanation: It is important to listen to prospects because many times what appears to be an objection is actually a request for additional information. A prospect who wants more information may be in the conviction stage.