CHAPTER 12: RESPONDING TO OBJECTIONS

Question 1

When do buyers raise objections?

Setting up an ________ appointment

The ___________

Attempting to obtain ______________

After the ______.

Answer 1

initial
presentation
commitment
sale

Question 2

Common Objections:

Objections Related to ____
Objections Related to ___
Objections Related to the_______
Objections Related to the _______
Objections Related to the _______

Answer 2

Needs
Product
Source
Price
Time

Question 3

Objections Related to ________:

I don’t need the product or service

I don’t understand

I need more information

Answer 3

Needs

Question 4

Objections Related to the ________

I don’t like you’re like company

I don’t like you

Answer 4

Source

Question 5

Objections Related to the _______

I have no money

The value does not exceed the cost

Answer 5

Price

Question 6

Objections Related to ________

I’m just not interested today

I need time to think about it

Answer 6

time

Question 7

Effective Response Method:

_______ carefully; don’t interrupt

_______ the prospects objections

And __________ the apparent soundness of the prospects opinion

_________ the objection

______ on the method to use in answering the objection

Get a ____________ form from a prospect

Answer 7

Listen
Repeat
acknowledge
Evaluate
Decide
commitment

Question 8

The salesperson makes a relatively strong statement to indicate the error the prospect has made

Should never be used if the prospect is merely stating an opinion or if the
objection is true

Answer 8

Direct Denial

Question 9

The salesperson denies the objection but attempts to soften response

Answer 9

Indirect Denial

Question 10

Avoids direct contradiction and confrontation

Answer 10

Indirect Denial

Question 11

Should never be used if the prospect has raised
a valid point or is merely expressing an opinion

Answer 11

Indirect Denial

Question 12

It can be used for all personality types and
effective for amiable and analytical because they
like less assertive salespeople.

Answer 12

Indirect Denial

Question 13

An explicit used of the multi attribute model

Answer 13

Compensation Method

Question 14

A low score on one attribute can be
compensated for a high score on another
attribute

Answer 14

Compensation Method

Question 15

SUPERIOR BENEFIT METHOD- the benefit
of one attribute overcome a concern about a
less important attribute

Answer 15

Compensation Method

Question 16

The salesperson turns the objection into a reason for acting now

Answer 16

Feel-Felt-Found Method

Question 17

Requires care, appear very pushy and solely and sounds like a high pressure sales tactic

Answer 17

Feel-Felt-Found Method

Question 18

Drivers may require the boomerang technique because they tend to erect time constraints and other barriers and
are less willing to listen to just any sales presentation

Answer 18

Feel-Felt-Found Method

Question 19

At times, the buyer voices opinions or concerns
more to vent frustrations that anything else

Answer 19

Pass-Up Method

Question 20

Simply let the buyer, acknowledge that you heard concern, pause and then move on the another
topic

Answer 20

Pass-Up Method

Question 21

Should not be used if the objection raised is
factually false

Answer 21

Pass-Up Method

Question 22

The salesperson would ask permission to answer the question at a later time during the presentation

Answer 22

Postpone Method

Question 23

Salespeople usually make the most use of postponement technique when a price objection occurs early in the presentation

Answer 23

Postpone Method