Topic 6: Addressing Concerns and Earning Commitment

Question 1

sales resistance

Answer 1

buyers objections to a product or service during a sales presentation

Question 2

major categories of objections (5)

Answer 2

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

Question 3

handling buyer resistance (LAARC)

Answer 3

Listen
Acknowledge
Assess
Respond
Confirm

Question 4

forestall

Answer 4

• introduce the source of the objection before the prospect brings it up

Question 5

direct denial

Answer 5

• a rather harsh response that the prospect is wrong

Question 6

indirect denial

Answer 6

softening the blow when correcting a prospects information

Question 7

translation or boomerang

Answer 7

turn a reason not to buy (the source of objection) into a reason to buy

Question 8

compensation

Answer 8

counterbalance the objection with an offsetting benefit

Question 9

question

Answer 9

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

Question 10

third party reinforcement

Answer 10

use the opinion or data from a third party source to help overcome the objection and reinforce the salesperson’s points

Question 11

feel-felt-found

Answer 11

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

Question 12

coming-to-that

Answer 12

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

Question 13

commitment

Answer 13

• often referred to as “closing”, gaining commitment refers to the prospect’s willingness to make a purchase from the salesperson

Question 14

guidelines for earning commitment (3)

Answer 14

• look for commitment signals
• ask trial commitment questions
• resolve “red light” statements made by the prospect

Question 15

techniques to earn commitment

Answer 15

1. success story
2. legitimate choice
3. balance sheet
4. summary commitment
5. direct commitment

Question 16

success story

Answer 16

tells a story of a business that successfully solved a problem

Question 17

legitimate choice

Answer 17

give limited number of choices

Question 18

balance sheet

Answer 18

summary close on paper

Question 19

summary commitment

Answer 19

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

Question 20

direct commitment

Answer 20

ask for order

Question 21

standing room only close

Answer 21

puts a time limit on the client

Question 22

assumptive close

Answer 22

salesperson assumes that an agreement has been reached

Question 23

fear or emotional close

Answer 23

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

Question 24

continuous yes close

Answer 24

uses the principle that saying yes gets to be a habit

Question 25

minor points close

Answer 25

seeks agreement on relatively minor issues associated with the full order