Sell 4 4th Edition Ingram Test Bank

Chapter 8—Addressing Concerns and Earning Commitment
MULTIPLE CHOICE
1. Which of the following best describes buyer resistance?

a. Price is too high
b. Anything the prospect says or does that slows down the buying process
c. Anytime the prospect says “no”
d. An emotional state brought on through miscommunication.
e. An emotional state brought on through misunderstanding
ANS: B PTS: 1 DIF: Difficulty: Challenging
REF: p. 176 OBJ: LO: 8-1
2. When presenting solutions, Chris (a salesperson) often has to handle buyer resistance. Buyer
resistance is typically referred to a(n) _____________.
a. Negative
b. Objection
c. Indicator the prospect will say no to the salesperson when asked to make a purchase
d. A buyer initiated challenge (BIC)
e. Show stopper
ANS: B PTS: 1 DIF: Difficulty: Easy
REF: p. 176 OBJ: LO: 8-1
3. When presenting solutions, Chris (a salesperson) often has to handle buyer resistance. Chris should
think of buyer resistance as a(n) ___________ event.
a. Negative
b. Unimportant
c. Positive
e. Show stopper
ANS: C PTS: 1 DIF: Difficulty: Challenging
REF: p. 176 OBJ: LO: 8-1
4. If unable to successfully overcome buyer resistance, the salesperson should:

a. Gracefully end the sales call
b. Continue moving forward as if the resistance no longer exists
c. Remind the prospect that nothing is perfect and then ask again for the sale
d. Remind the prospect that nothing is perfect and ask the buyer to disregard the issue
causing the resistance
e. Ask to speak to someone else in the organization
ANS: A PTS: 1 DIF: Difficulty: Easy
REF: p. 176 OBJ: LO: 8-1
5. Buyer resistance to the progression of the sale is referred to as _____________.

a. A threat to the sale
b. An objection
c. Interest
e. Show stopper
REF: p. 176 OBJ: LO: 8-1
6. When preparing for sales resistance, salespeople should remember ____.

a. Sales resistance should be treated like a question
b. Sales resistance is normal part of the sales process
c. Sales resistance usually reflects interest in the product
d. Sales resistance means the buyer is at least somewhat involved in the presentation
e. All of the above
ANS: E PTS: 1 DIF: Difficulty: Challenging
REF: p. 176 OBJ: LO: 8-1
7. Which of the following reasons for objections is most likely to result in a lost sale?
a. The prospect wants to avoid the sales interview
b. Objecting is a matter of custom
c. The prospect is not a qualified prospect
d. The prospect resists change
e. The prospect lacks information
REF: p. 177 OBJ: LO: 8-1
8. Becca is a salesperson for a payroll processing company. Becca has found that her prospects provide
at least two objections even when they know they are going to make a purchase. Which of the
following best explains why her prospects object?
c. The prospects fails to recognize the need
d. The prospects lacks information
e. All of the above are common reasons why prospects raise objections.
ANS: B PTS: 1 DIF: Difficulty: Moderate
REF: p. 177 OBJ: LO: 8-2
9. Which of the following is not a common reason why prospects raise objections?
c. The prospect fails to recognize the need
d. The prospect lacks information
e. All of the above are common reasons why prospects raise objections.
ANS: E PTS: 1 DIF: Difficulty: Moderate
REF: p. 177 OBJ: LO: 8-2
10. Mike is a sales rep for an industrial equipment company. Mike can expect sales resistance when ____.
a. The buyer wants to avoid the sales interview
b. The prospect lacks information.
c. The buyer simply resists change
d. The he has failed to prospect properly.
e. All of the above are correct.
REF: p. 177 OBJ: LO: 8-2
11. Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to
handle objections. She is comforted somewhat by knowing that most objections fall into one of five
categories. Which of the following is not one of those categories?
a. Need objections
b. Product or service objections
c. Price objections
d. Company or source objections
e. All of the above are categories of objections
REF: p. 179 OBJ: LO: 8-3
12. Tami is a new salesperson for ABC Industrial Equipment Co. and is concerned about her ability to
handle objections. She is comforted somewhat by knowing that most objections fall into one of five
categories. Which of the following is not one of those categories?
a. Need objections
b. Product or service objections
c. Price objections
d. Company or source objections
e. Confirmed objections
REF: p. 179 OBJ: LO: 8-3
13. Tracy is a salesperson for XYZ Computer Co. and is having trouble getting sales. Her customers
consistently bring up need objections and she is rarely able to overcome them. Chances are Tracy
___________________.
a. Needs to improve her prospecting and qualifying skills
b. Isn’t spending enough time presenting the different features and benefits of her products
c. Needs to find a way to lower the price of her products
d. Just doesn't know the product well enough to sell it
e. Is working with customers who simply don't know what they need
ANS: A PTS: 1 DIF: Difficulty: Challenging
REF: p. 178-179 OBJ: LO: 8-3
14. A buyer expressing concern about the product's ability to function properly is raising which type of
objection?
a. Forestalling
b. Price
c. No need
d. Product related
e. Service related
ANS: D PTS: 1 DIF: Difficulty: Easy
REF: p. 179 OBJ: LO: 8-3
15. Which of the following types of sales resistance is most common but usually not the most important
issue?
a. Quality concerns
b. Price concerns
c. Trust concerns
d. Performance concerns
e. Delivery concerns
REF: p. 180-181 OBJ: LO: 8-3
16. A buyer saying “The problem is the specifications do not match what we have now” is expressing
which type of objection?
a. Forestalling
b. Price
c. No need
d. Time related
e. Product related
ANS: E PTS: 1 DIF: Difficulty: Easy
REF: p. 180 OBJ: LO: 8-3
17. A buyer expressing resistance because he/she is loyal to another supplier is raising which type of
objection?
a. Forestalling
b. Price
c. Company or Source
d. Product related
e. Service related
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 180 OBJ: LO: 8-3
18. One of the most difficult types of objections to overcome is one based on ____.
a. Price
b. Quality
c. Performance
d. Loyalty to a competitor
e. All of the above are relatively easy to overcome
ANS: D PTS: 1 DIF: Difficulty: Moderate
REF: p. 180 OBJ: LO: 8-3
19. A buyer who says "Your company is too small to meet my needs" is expressing a(n) ____ objection.
a. Price
b. Time
c. Source
d. Need
e. Product
ANS: C PTS: 1 DIF: Difficulty: Easy
REF: p. 180 OBJ: LO: 8-3
20. "Give me a couple of weeks to think it over" is an example of which type of objection?
a. Time
b. Price
c. No need
d. Product related
e. Service related
REF: p. 181 OBJ: LO: 8-3
21. A buyer who says "We have a better offer from your competitor" is likely expressing a(n) ____
objection.
a. Price
b. Time
c. Source
d. Need
e. Product
REF: p. 180-181 OBJ: LO: 8-3
22. LAARC is an acronym for ____.

a. Listen, acknowledge, assess, respond, confirm
b. Listen, assess, acknowledge, respond, confirm
c. Listen, ask, reply, confirm
d. Listen, ask, reply, consider
e. None of the above
REF: p. 181 OBJ: LO: 8-4
23. Anthony is salesperson for XYZ Co. and is confronting an objection. The first thing Anthony needs to
do is:
a. Forestall
b. Ask for the order
c. Respond to the objection
d. Listen carefully
e. Assess the objection
REF: p. 183 OBJ: LO: 8-4
24. Ramon is salesperson for a technology consulting company and is confronting an objection. Once the
buyer has expressed/stated the objection, Ramon should:
a. Continue listening
b. Assess the objection
c. Acknowledge the objection
d. Respond to the objection
e. Change the subject of the conversation
REF: p. 183 OBJ: LO: 8-4
25. After listening to and acknowledging the buyer’s concern, Katie, a salesperson, should:
a. Continue listening
b. Assess the objection
c. Acknowledge the objection
d. Respond to the objection
e. Change the subject of the conversation
REF: p. 183 OBJ: LO: 8-4
26. In the LAARC process for handling buyer resistance, the first A stands for?
a. Assess
b. Acknowledge
c. Address
d. Anticipate
e. Assign
REF: p. 183 OBJ: LO: 8-4
27. LAARC is a tool for helping salespeople ____.

a. Present features and benefits
b. Overcome resistance
c. Uncover needs
d. Use visual aids
e. Remember to ask for the order
REF: p. 181 OBJ: LO: 8-4
28. Acknowledging a buyer's expressed concern is important because doing so ____.

a. Demonstrates understanding
b. Gives the salesperson time to begin assessing the resistance
c. Paves the way for telling the customer he or she is wrong
d. Both A and B
e. None of the above is correct.
REF: p. 183 OBJ: LO: 8-4
29. When attempting to understand the objection the buyer is trying to express, the salesperson should:
a. Avoid making assumptions about what the buyer is going to say.
b. Engage in active listening.
c. Confirm his/her understanding of the objection with the buyer.
d. All of the above
REF: p. 183 OBJ: LO: 8-4
30. Ethan has a testimonial from a highly respected customer that counters the rumor Ethan’s company
doesn’t have a strong research and development department. With which of the following types of
objection handling methods is Ethan most likely to use the testimonial?
a. Indirect denial
b. Questioning
c. Translation
d. Compensation
e. Reverse Contention Method (RCM)
ANS: A PTS: 1 DIF: Difficulty: Challenging
REF: p. 184 OBJ: LO: 8-5
31. Which of the following is not a method for responding to objections?

a. Forestalling
b. Direct denial
c. Translation
d. Transition
e. Compensation
REF: p. 182 OBJ: LO: 8-5
32. Jennifer, a salesperson for ABC Industrial Equipment, likes to address certain known sources of buyer
resistance before the buyer brings them up. Jennifer is using the ____ method of handling resistance.
a. Forestalling
b. Direct denial
c. Translation
d. Transition
e. Compensation
ANS: A PTS: 1 DIF: Difficulty: Moderate
REF: p. 184 OBJ: LO: 8-5
33. Alan, a salesperson for ABC Industrial Equipment, finds most of his customers express resistance
based on the fact that ABC's delivery time is one week longer than most of its competitors. Alan
usually handles that resistance by reviewing with the customers all of the confirmed benefits the
product provides. Alan is using the ____ method for handling resistance.
a. Forestalling
b. Direct denial
c. Translation
d. Transition
e. Compensation
REF: p. 184 OBJ: LO: 8-5
34. Jeremy is interested in buying 10 cars for his company. He likes a particular car a salesperson is
showing him but expresses concern about the fact that the car's engine isn't as powerful as others he
was considering. Which of the following best illustrates the salesperson's use of the translation method
to handle Jeremy's concern?
a. Yes, the engine is less powerful, but the car comes with several other options you said you
wanted.
b. Because the engine is less powerful it is more fuel efficient, and that means your company
will save money.
c. You're mistaken; the engine has the same amount of power as the others you were
considering.
d. Why do you want an engine that has more power?
e. None of the above illustrates the boomerang method.
REF: p. 184 OBJ: LO: 8-5
35. What should the salesperson do once he/she has answered all the buyer's questions and has resolved
resistance issues that have come up during the presentation?
a. Ask the buyer to make a purchase
b. Summarize the pertinent buying signals
c. Check to make sure all needs have been addressed
d. Attempt to get another appointment with the buyer
REF: p. 187 OBJ: LO: 8-6
36. Just before moving into the securing commitment and closing stage, a salesperson should ____.
a. Review with the customer all of the product's features and benefits
b. Summarize the confirmed benefits
c. Disclose the price of the product
d. Remind the customer of their concerns
e. All of the above are accurate
REF: p. 187 OBJ: LO: 8-6
37. Which of the following phrases should salespeople involved in relational selling try to remember?
a. Always Be Closing (ABCs of Selling)
b. Never take no for an answer
c. Nobody likes to be sold, but everybody likes to buy
d. Show me an objection and I'll show you an interested buyer
e. All of the above
REF: p. 187 OBJ: LO: 8-6
38. Statements from the buyer that indicate his/her interest in making a purchase are called ____.
a. Purchase requests
b. Commitment signals
c. Objections
d. Trial commitments
e. All of the above
REF: p. 188 OBJ: LO: 8-6
39. Questions asked by the salesperson designed to elicit how far along the prospect is in his/her decision
making are called ____.
a. Purchase requests
b. Commitment signals
c. Objections
d. Trial commitments
e. All of the above
ANS: D PTS: 1 DIF: Difficulty: Challenging
REF: p. 188 OBJ: LO: 8-6
40. A buyer saying "The price is lower than I thought it would be" is communicating a(n) ____.
a. Commitment signal
b. Objection
c. Trial commitment
d. Confirmed benefit
e. None of the above are accurate
ANS: A PTS: 1 DIF: Difficulty: Moderate
REF: p. 188 OBJ: LO: 8-6
41. A salesperson asking the buyer "Do you see how this product will benefit your organization?" is using
a ____.
a. Commitment signal
b. Objection
c. Trial commitment
d. Confirmed benefit
REF: p. 188 OBJ: LO: 8-6
42. A buyer saying "The price is higher than I thought it would be" should be viewed by the salesperson as
a(n) ____.
a. Green light statement
b. Red light statement
c. Yellow light
d. Commitment signal
REF: p. 188 OBJ: LO: 8-6
43. Stacey, a salesperson for XYZ Co. has just heard her prospect make a red light statement. This means:
a. It is unlikely she will get the sale
b. She has another objection to handle
c. She may now ask for the order
d. The prospect wants her to stop
REF: p. 188 OBJ: LO: 8-6
44. Which of the following is not a technique for earning commitment?

a. Direct commitment
b. Summary commitment
c. Balance sheet commitment
d. Alternative choice
e. All the above are techniques for earning commitment
REF: p. 189-190 OBJ: LO: 8-6
45. Which of the following is not a technique for earning commitment?

a. Direct Commitment
b. Translation
c. Summary commitment
d. Balance sheet commitment
e. Alternative choice
REF: p. 189-190 OBJ: LO: 8-6
46. The most straightforward method for earning commitment is?

a. Assumptive Close
b. Minor-Points Close
c. T-Account Method
d. Success Story
e. Direct Commitment
ANS: E PTS: 1 DIF: Difficulty: Easy
REF: p. 189-190 OBJ: LO: 8-6
47. "Would you like to place an order today?" is an example of which type of technique to earn
commitment?
b. Boomerang method
REF: p. 189-190 OBJ: LO: 8-6
48. "Let's make a list of the pros and cons associated with purchasing my product" is an example of which
type of technique to earn commitment?
b. Boomerang method
REF: p. 189-190 OBJ: LO: 8-6
49. "Are you interested in the basic model or would you like the deluxe model?" is an example of which
type of technique to earn commitment?
b. Boomerang method
REF: p. 189-190 OBJ: LO: 8-6
50. Initially, if a salesperson fails to earn the buyer's commitment, he/she should first?
a. Attempt once again to gain the buyer's commitment (i.e., make a sale)
b. Thank the buyer for their time
c. Attempt to get another appointment with the buyer
d. Probe to try to find out why the buyer is resistant
REF: p. 191 OBJ: LO: 8-6
51. If a salesperson fails to earn the buyer's commitment, he/she should immediately?
a. Attempt once again to gain the buyer's commitment (i.e., make a sale)
b. Thank the buyer for their time
c. Attempt to get another appointment with the buyer
d. Lower the price
REF: p. 191 OBJ: LO: 8-6
52. When salespeople relate the initial sales resistance and subsequent acceptance and positive outcome
experienced by a previous customer in an effort to secure commitment with a current prospect, the
salesperson is using the ____________ method of earning commitment.
a. Summary
b. Probing
c. Success Story
d. Translation
ANS: C PTS: 1 DIF: Difficulty: Moderate
REF: p. 191 OBJ: LO: 8-5
TRUE/FALSE
1. Sales resistance is not a normal part of the sales process.
ANS: F PTS: 1 DIF: Difficulty: Easy

REF: p. 176 OBJ: LO: 8-1
2. Buyers may raise objections because it is customary to do so.
ANS: T PTS: 1 DIF: Difficulty: Easy

REF: p. 177 OBJ: LO: 8-2
3. Buyers may raise objections because they are resistant to change.

REF: p. 177 OBJ: LO: 8-2
4. Buyers may express resistance before ever talking with the salesperson about solutions and price.
ANS: T PTS: 1 DIF: Difficulty: Moderate

REF: p. 177 OBJ: LO: 8-2
5. A salesperson's ability to qualify prospects will often have an effect on the types of resistance the
salesperson will face.

REF: p. 178 OBJ: LO: 8-2
6. The "need objection" and "product objection" categories are essentially the same.

REF: p. 178-179 OBJ: LO: 8-3
7. "How do I know you'll meet our delivery requirements?" is an example of a need objection.
ANS: F PTS: 1 DIF: Difficulty: Moderate

REF: p. 179 OBJ: LO: 8-3
8. "How do I know you'll meet our delivery requirements?" is an example of a service objection.
REF: p. 179 OBJ: LO: 8-3
9. "I'm concerned that if we ever have trouble with a copier we buy from your company, you won't
service it in a timely fashion" is an example of a product objection.

REF: p. 179 OBJ: LO: 8-3
10. A buyer's resistance based on his or her loyalty to another supplier is generally easy to overcome.

REF: p. 180 OBJ: LO: 8-3
11. Price objections are the most difficult to overcome.

REF: p. 180 OBJ: LO: 8-3
12. When a customer says "Your prices are too high," it always means they have a price objection.

REF: p. 180-181 OBJ: LO: 8-3
13. "Your prices are too high" is probably the most common type of objection.

REF: p. 180-181 OBJ: LO: 8-3
14. Time objections are often used by the buyer as stall tactics.

REF: p. 181 OBJ: LO: 8-3
15. The “L” in LAARC stands for Listen.

REF: p. 183 OBJ: LO: 8-4
16. In order to effectively respond to objections, salespeople must be good listeners.

REF: p. 183 OBJ: LO: 8-4
17. In order to effectively respond to objections, salespeople must be good listeners.

REF: p. 183 OBJ: LO: 8-4
18. The Direct Denial method is probably the safest objection handling method.

REF: p. 184 OBJ: LO: 8-5
19. When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.

REF: p. 184 OBJ: LO: 8-4
20. Relative to the Direct Denial method, Indirect Denial is generally a less risky method of handling
resistance.

REF: p. 184 OBJ: LO: 8-5
21. Using the Direct Denial method for handling resistance is risky because it may anger the buyer.

REF: p. 184 OBJ: LO: 8-2
22. If a customer is wrong about something when expressing resistance, the salesperson should consider
using the Indirect Denial method before considering the Direct Denial method.

REF: p. 184 OBJ: LO: 8-5
23. Forestalling and “Coming-to-That” are essentially the same method for handling resistance.

REF: p. 184-186 OBJ: LO: 8-4
24. The Direct Denial method is probably the safest objection handling method.

REF: p. 184 OBJ: LO: 8-5
25. When dealing with buyer objections, it is a good idea to use the Forestalling method most of the time.

REF: p. 184 OBJ: LO: 8-4
26. Relative to the Direct Denial method, Indirect Denial is generally a less risky method of handling
resistance.

REF: p. 184 OBJ: LO: 8-5
27. Using the Direct Denial method for handling resistance is risky because it may anger the buyer.

REF: p. 184 OBJ: LO: 8-2
28. If a customer is wrong about something when expressing resistance, the salesperson should consider
using the Indirect Denial method before considering the Direct Denial method.

REF: p. 184 OBJ: LO: 8-5
29. The Compensation method for handling objections turns a reason not to buy into a reason to buy.

REF: p. 185 OBJ: LO: 8-5
30. After a buyer expresses an objection, it is inappropriate for the salesperson to ask the buyer probing
questions.

REF: p. 185 OBJ: LO: 8-5
31. Using third-party reinforcement will always be effective in overcoming a buyer's resistance.
ANS: F PTS: 1 DIF: Difficulty: Challenging

REF: p. 185-186 OBJ: LO: 8-5
32. Before attempting to gain commitment, the salesperson should summarize all the benefits their offer
(solution) is capable of producing.

REF: p. 187 OBJ: LO: 8-6
33. "Close early and close often" is a good motto for salespeople involved in relational selling.

REF: p. 187 OBJ: LO: 8-6
34. "Always Be Closing" is a good motto for salespeople involved in relational selling.

REF: p. 187 OBJ: LO: 8-6
35. Today's buyers are more likely to be less tolerant of "closing techniques."

REF: p. 187 OBJ: LO: 8-6
36. "The price is lower than I thought" is an example of a commitment signal.

REF: p. 188 OBJ: LO: 8-6
37. "How quickly can you deliver the product" is an example of a commitment signal.

REF: p. 188 OBJ: LO: 8-6
38. "How quickly can you deliver the product" is an example of a trial commitment.

REF: p. 188 OBJ: LO: 8-6
39. The salesperson initiates trial commitments.

REF: p. 188 OBJ: LO: 8-6
40. Red light statements made by the buyer indicate minor resistance and should be all but ignored by the
salesperson.

REF: p. 188 OBJ: LO: 8-6
41. Closing and gaining commitment are synonymous.

REF: p. 188 OBJ: LO: 8-6
42. Gaining commitment should be a natural result if the salesperson has done a good job of uncovering
needs, presenting appropriate solutions, and handling customer concerns.

REF: p. 189 OBJ: LO: 8-6
43. It is not uncommon for inexperienced salespeople to lose a sale because they are afraid to ask for the
order.

REF: p. 189 OBJ: LO: 8-6
44. One method for gaining commitment involves the salesperson reviewing with the buyer all of the
confirmed benefits.

REF: p. 190 OBJ: LO: 8-6
45. One method for gaining commitment involves the salesperson working with the buyer to list the
reasons why the buyer would not want to make a purchase.

REF: p. 190 OBJ: LO: 8-6
46. The summary commitment method requires the salesperson to summarize all the benefits his/her
product is capable of providing.

REF: p. 190 OBJ: LO: 8-6
47. When a buyer says “no” to the salesperson’s attempt to earn commitment, the salesperson should ask
questions to find out why he or she is saying no.

REF: p. 191 OBJ: LO: 8-6
48. When a buyer says “no” to the salesperson’s attempt to earn commitment, other than thanking the
customer for their time, the salesperson's job is over.

REF: p. 191 OBJ: LO: 8-6
49. The "standing-room-only" close is an effective relationship-building earning commitment technique.

REF: p. 191-192 OBJ: LO: 8-6
50. Traditional techniques for gaining commitment are still viewed as effective by most professional
buyers today.

REF: p. 191-192 OBJ: LO: 8-6
51. The assumptive close method for gaining commitment makes the assumption that the buyer wants to
make a purchase.
ANS: T PTS: 1 DIF: Difficulty: Challenging

REF: p. 192 OBJ: LO: 8-6
COMPLETION
1. _____________refers to a buyer’s objections to a product or service during the sales presentation.
ANS: Sale Resistance
PTS: 1 DIF: Difficulty: Moderate REF: p. 176

OBJ: LO: 8-2
2. One of the reasons (provided in the text) that prospects raise objections is “the prospect resists
____________.”
ANS: Change
PTS: 1 DIF: Difficulty: Easy REF: p. 177

OBJ: LO: 8-2
3. One of the reasons (provided the text) that prospects raise objections is “the salesperson has failed to
prospect and ______________an properly).”
ANS: Qualify

OBJ: LO: 8-2
4. One of the reasons (provided the text) that prospects raise objections is “the prospect wants to _______
the sales interview.”
ANS: Avoid

OBJ: LO: 8-2
5. One of the reasons (provided the text) that prospects raise objections is “objecting is a matter of
_____________”
ANS: Custom

OBJ: LO: 8-2
6. A ___________objection is resistance to a product in which the buyer says that he or she does not
need the product.
ANS: Need

OBJ: LO: 8-3
7. “The equipment I have is still good” reflects the expression of a _____________objection.
ANS: Need
PTS: 1 DIF: Difficulty: Challenging REF: p. 178

OBJ: LO: 8-3
8. A ___________objection is resistance to a product in which a buyer does not like the way the product
looks or feels.
ANS:
Product (Service)
Service (Product)
Product
Service

OBJ: LO: 8-3
9. “A maintenance agreement should be included” reflects the expression of a _____________objection.
ANS:
Service (Product)
Product (Service)
Service
Product

OBJ: LO: 8-3
10. ______________ objection is resistance to a product that results when a buyer has never heard of or is
not familiar with the products company.
ANS:
Company/Source
Source/Company
Source
Company
OBJ: LO: 8-3
11. “Your company is too small to meet my needs” is an example of a(n) ______________ objection.
ANS:
Company/Source
Source/Company
Company
Source

OBJ: LO: 8-3
12. _____________ objection is resistance to a product based on the price of the product being too high
for the buyer.
ANS: Price

OBJ: LO: 8-3
13. The most common form of buyer resistance is the ___________objection.
ANS: Price

OBJ: LO: 8-3
14. “Your price is not different enough to change the suppliers” reflects the expression of a
___________objection.
ANS: Price

OBJ: LO: 8-3
15. A _____________objection is sometimes used by buyers simply to get rid of salespeople so that the
buyer does not have to reject the salesperson formally.
ANS: Time

OBJ: LO: 8-3
16. _____________objection is resistance to a product in which a buyer puts off the decision to buy until a
later date.
ANS: Time

OBJ: LO: 8-3
17. LAARC is an acronym for listen, ________________, assess, respond, and confirm that describes an
effective process for salespeople to follow to overcome sales resistance.
ANS: Acknowledge

OBJ: LO: 8-4
18. LAARC is an acronym for _____________, _____________, _____________, and _____________

that describes an effective process for salespeople to follow to overcome sales resistance.
ANS: Listen, Acknowledge, Assess, Respond, Confirm

OBJ: LO: 8-4
19. The first step in the LAARC method for handling resistance is to ___________.
ANS: Listen

OBJ: LO: 8-4
20. According to the LAARC method, once the prospect has expressed and objection, the salesperson
should _____________ the objection before assessing it.
ANS: Acknowledge

OBJ: LO: 8-4
21. According to the LAARC method, once the salesperson has acknowledged an objection, he or she
should _____________ the objection before responding to it.
ANS: Assess

OBJ: LO: 8-4
22. A rather harsh response that the prospect is wrong, reflects the ____________ ____________ method
of handling objections.
ANS: Direct Denial

OBJ: LO: 8-5
23. A salesperson attempting to soften the blow in correcting the prospects information is using the
____________ ____________ method of handling objections..
ANS: Indirect Denial

OBJ: LO: 8-5
24. _____________ refers to a response to buyer objections in which the salesperson answers the
objection during the presentation before the buyer has a chance to ask it.
ANS: Forestalling

OBJ: LO: 8-5
25. Turning a reason not to buy into a recent to buy, reflects the ______________method of handling
objections.
ANS:
Translation (Boomerang)
Boomerang (Translation)
Translation
Boomerang

OBJ: LO: 8-5
26. A salesperson that relates that others actually found their initial opinions to be unfounded is using the
________ - ________ - ________ method of handling objections.
ANS: Feel-Felt-Found

OBJ: LO: 8-5
27. A salesperson counterbalancing the objection with an offsetting benefit is using the
_____________method of handling objections.
ANS: Compensation

OBJ: LO: 8-5
28. A salesperson that tells the buyer that he or she will be covering the objection later in his or her
presentation is using the ____________ - __ - ____________ method of handling objections.
ANS: Coming-to-That

OBJ: LO: 8-5
29. ____________ ____________ refers to favorable statements a buyer makes during a sales presentation
that signal buyer commitment.
ANS: Commitment Signals

OBJ: LO: 8-6
30. The ____________ ____________ reflects an earning commitment technique that determines the
attitude of the buyer toward a particular feature or benefit.
ANS: Trial Commitment

OBJ: LO: 8-6
31. ____________ ____________ is a selling technique in which the salesperson asks the customer
directly to buy.
ANS: Direct Commitment

OBJ: LO: 8-6
32. ______________ ____________ is a selling technique in which the salesperson summarizes all the
major benefits the buyer has confirmed over the course of the sales calls.
ANS: Summary Commitment

OBJ: LO: 8-6
33. The ____________ is a selling technique in which a salesperson asks the prospect to brainstorm
reasons on paper of why to buy and why not to buy.
ANS: T-Account

OBJ: LO: 8-6
34. The _____________ ____________ ____________ 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.
ANS: Success Story Commitment

OBJ: LO: 8-6
35. __________________ choice is a selling technique in which the salesperson asks the prospect to select
from two or more choices during a sales presentation.
ANS:
Alternative/Legitimate
Legitimate/Alternative
Alternative
Legitimate

OBJ: LO: 8-6

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Chapter 8—Addressing Concerns and Earning Commitment

1. Which of the following best describes buyer resistance?

4. If unable to successfully overcome buyer resistance, the salesperson should:

5. Buyer resistance to the progression of the sale is referred to as _____________.

6. When preparing for sales resistance, salespeople should remember ____.

22. LAARC is an acronym for ____.

27. LAARC is a tool for helping salespeople ____.

28. Acknowledging a buyer's expressed concern is important because doing so ____.

31. Which of the following is not a method for responding to objections?

44. Which of the following is not a technique for earning commitment?

45. Which of the following is not a technique for earning commitment?

46. The most straightforward method for earning commitment is?

1. Sales resistance is not a normal part of the sales process.

ANS: F PTS: 1 DIF: Difficulty: Easy

2. Buyers may raise objections because it is customary to do so.

ANS: T PTS: 1 DIF: Difficulty: Easy

3. Buyers may raise objections because they are resistant to change.

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

11. Price objections are the most difficult to overcome.

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Moderate

15. The “L” in LAARC stands for Listen.

ANS: T PTS: 1 DIF: Difficulty: Easy

16. In order to effectively respond to objections, salespeople must be good listeners.

ANS: T PTS: 1 DIF: Difficulty: Easy

17. In order to effectively respond to objections, salespeople must be good listeners.

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Challenging

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: F PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

36. "The price is lower than I thought" is an example of a commitment signal.

ANS: T PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: F PTS: 1 DIF: Difficulty: Moderate

39. The salesperson initiates trial commitments.

ANS: F PTS: 1 DIF: Difficulty: Moderate

41. Closing and gaining commitment are synonymous.

ANS: F PTS: 1 DIF: Difficulty: Easy

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Moderate

ANS: T PTS: 1 DIF: Difficulty: Easy

18. LAARC is an acronym for _______, _, _, and _______

34. The _ is a selling technique in which a salesperson