Chapter 8

Question 1

sales resistance

Answer 1

buyers objections to a product or service during a sales presentation

Question 2

Reasons Why Prospects Raise Objections

Answer 2

1. The prospect wants to avoid the sales interview
2. The salesperson has failed to prospect and qualify properly
3. Objecting is a matter of custom(never buy on first sales call)
4. The prospect resists change
5. The prospect fails to recognize a need
6. The prospect lacks information

Question 3

types of objections

Answer 3

1. no need
2. product or service objection
3. company objection
4. price is too high
5. time/delaying

Question 4

need objection

Answer 4

resistance to a product/service in which a buyer says that he or she does not need it

Question 5

product or service objections

Answer 5

resistance to a product/service in which a buyer does not like the way the product or service feels

Question 6

company or source objections

Answer 6

resistance to a product/service hat results when a buyer has never heard of or is not familiar with product’s company

Question 7

price objection

Answer 7

resistance to a product/service when the price is too high for the buyer

Question 8

time objection

Answer 8

resistance to a product/service in which a buyer puts off the decision to pay at a later date

Question 9

LAARC

Answer 9

Listen, acknowledge, assess, respond, and confirm. describes an effective sales process for salespeople to follow to overcome sales resistance

Question 10

Forestalling

Answer 10

take care of the objection before the prospect brings it up

Question 11

direct denial

Answer 11

give a rather harsh response that the prospect is wrong

Question 12

indirect denial

Answer 12

soften the blow when correcting a prospectives information

Question 13

translation or boomerang

Answer 13

turn a reason not to buy into a reason to buy

Question 14

compensation

Answer 14

counterbalance the objection with an offsetting benefit

Question 15

questioning or assessing

Answer 15

as the buyer assessment questions to gain a better understanding of what they are objecting to

Question 16

third-party reinforcement

Answer 16

use the opinion of a third party source to help overcome the objection

Question 17

feel-felt-found

Answer 17

salesperson relates that others actually found their initial opinions to be unfounded

Question 18

coming-to-that

Answer 18

the salesperson tells the buyer that he or she will be covering the objection later in his or her presentation

Question 19

commitment signals

Answer 19

favorable statements that may be made by the buyer

Question 20

trial commitments

Answer 20

determines the attitude of your buyer toward a particular feature or benefit

Question 21

techniques to earn commitment

Answer 21

1. ask for the order/direct commitment
2. ask for a legitimate choice/alternative choice
3. provide a summary commitment
4. use the T-account or the balance sheet commitment
5. use the success story commitment

Question 22

direct commitment

Answer 22

straightforward request for an order

Question 23

alternative/legitimate choice

Answer 23

asks the prospect to choose from a limited number of choices

Question 24

summary commitment

Answer 24

summarize all the confirmed benefits to which there has been as agreement

Question 25

T-account or balance sheet commitment

Answer 25

a summary commitment on paper

Question 26

success story commitment

Answer 26

salesperson tells a story of a business that successfully solved a problem by buying his or her products

Question 27

standing-room only close

Answer 27

this close puts a time limit on the client in an attempt to hurry the decision to a close. “these prices are only good until tomorrow”

Question 28

assumptive close

Answer 28

the sales person assumes that an agreement has been made and hands the buyer the order form and a pen

Question 29

fear or emotional close

Answer 29

salesperson tells a story of something bad happening if the purchase is not made.

Question 30

continuous yes close

Answer 30

the salesperson asks a number of questions each formulated so the buyers response is yes

Question 31

minor-points close

Answer 31

seeks agreement on relatively minor issues associated with the full order. “do you prefer cash or charge?”

Question 32

traditional commitment method

Answer 32

are viewed as overly aggressive and unprofessional (standing-room only, fear, continuous yes, minor-points, and assumptive)