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Exam 8: Addressing Concerns and Earning Commitment

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Question 1

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Melissa, a salesperson for a cosmetics company, is selling the company's new range of anti-acne products. While selling to prospective customers, she explains how one of her previous customers was hesitant to buy the product initially but was very happy with the results when she finally gave the product a try. In this scenario, Melissa is using the _____ of earning commitment.

A) summary commitment technique
B) probing commitment technique
C) success story commitment technique
D) balance sheet commitment technique
E) alternative choice commitment technique

F) A) and D)
G) B) and E)

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Question 2

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Ramon is a salesperson for a car manufacturing company. One of his prospects raises an objection, saying that the car is too expensive. Ramon listens to the objection carefully. According to the LAARC method, which of the following should Ramon should do immediately after listening to the prospect's objection?

A) He should engage in forestalling.
B) He should ask assessment questions to the prospect.
C) He should acknowledge the objection.
D) He should respond to the objection.
E) He should ask confirmatory questions to the prospect.

F) A) and B)
G) B) and E)

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Question 3

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The important part of using the direct denial method of handling sales resistance is not to humiliate or anger the prospect.

Professional salespeople:

Which of the following techniques of handling objections is seen as overly aggressive and unprofessional by buyers today?

_____ is a selling technique in which a salesperson relates how one of his or her customers had a problem similar to the prospect's and solved it by using the salesperson's product.

In the _____ method of handling sales resistance, the salesperson relates that others actually discovered their initial opinions to be baseless after they tried the product.

Jeremy is interested in buying ten new cars for his company. He likes a particular car that a salesperson shows him but expresses concern about the fact that the car's engine is not as powerful as the other cars he is considering. Which of the following best illustrates the salesperson's use of the translation method to handle Jeremy's concern?

After a buyer expresses a price objection, it is inappropriate for the salesperson to ask the buyer probing questions.

A benefit of sales resistance is that:

Most sales experts agree that _____ is the most common form of buyer resistance.

A prospect that does not question price, service, warranty, and delivery concerns is probably interested in buying a product or service.

Danish, a salesperson in a computer manufacturing company, has been trying to acquire a high-profile customer in the market. He has made a couple of sales calls to the prospective customer in the past. Now, in an attempt to close the sale, Danish makes a final call to the prospect and outlines all the major benefits that the prospect has confirmed over the previous sales calls. Which of the following selling techniques does Danish use in this scenario?

The best way to utilize the _____ method of responding to sales objections is to think of it as offering sympathy with a prospect's view and still managing to correct the invalid objection of the buyer.

In the _____, the salesperson tells a story of something bad happening if a purchase is not made by the buyer.

Claire is a salesperson for a pharmaceutical company. During sales calls with prospective buyers, she often hears the statement "Give me a couple of weeks to think it over." In the context of sales resistance, this statement is most likely an example of a _____.

Margaret receives a call from a female sales executive offering products of a brand called Pleoni. As soon as the sales executive begins briefing her about the products, Margaret interrupts her and lets her know that she has already had a bad experience with the salesperson's company. She informs her that the last time she had purchased from that company, she had received a damaged product and that the company had not handled the matter properly. Based on the given information, it can be said that Margaret is raising a _____.

When a prospect raises a price objection regarding a product, a salesperson should:

Rita, a salesperson in a textile manufacturing company, makes a sales pitch to a representative of a garment manufacturing company. During the sales presentation, Rita shows the representative a few samples of the new fabric that Rita's company recently introduced in the market. The representative, however, expresses concern that her customers may not be keen on wearing clothes made of those fabrics. Rita responds to this by saying "I can certainly understand your apprehensions. Mark, from a company similar to yours, had the same concerns initially. However, we recently received feedback from him, and he says that his customers love the clothes made from the new fabric." In this case, Rita uses the _____ method to handle sales resistance.

Anthony is a salesperson for Xaim Chemicals and is faced with a buyer objection. According to the LAARC method, the first thing Anthony needs to do is: