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MAR 3400 Test 3 Review Questions with complete solutions
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MAR 3400 Test 3 Review Questions with complete solutions
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MAR 3400 Test 3 Review Questions with completesolutions
3 Steps to Handling Objections Correct Answer-*1. clarify*
- explore the customers objection so that you truly understand the
underlying motivation as to why they bring that issue up
*2. respond*
- make sure you use the information uncovered in the clarification step
to respond in a way that truly puts the customer at ease with their
obligation
-- use evidence: testimonials, white papers, case studies, statistics
*3. confirm*
ask the customer if you have alleviated their concern or if they would
like more information
Planning for Customer Objections: *Types of Objections* Correct
Answer-*need objection*
may not need your product at all ... already have a solution or supplier
that supplies a product that meets their needs in a way that they don't
need something new
*product objection*
may believe there's something better on the market that they can use to
fulfill a need or want
know they need your product but don't want your product
,*price objection*
prices being too high is one of the most common objections that any
buyer gives a sales rep
*time objection*
*source objection*
may not like you company or even may not like you
Planning for Customer Objections: Timing Correct Answer-times when
you typically get objections:
- making appointment [for first time]
- start of meeting
- presentation
- close
-- handle objections differently depending on when in the sales process
the objections occur
Why are objections a good sign? Correct Answer-- objections are natural
- customers naturally want to reassure themselves that they are making
the right decision
- means you are getting through to the customer -- they would not raise
concerns if they were not seriously considering your offer
,Behaviors of Successful Salespeople Correct Answer-anticipate
objections
- prepare helpful responses
forestall known concerns
- raise them first -- prevent objections from becoming an issue
o If you know a concern will come up, you can prevent the concern
through need-payoff questions
relax and listen
- listen first
- do not interrupt
- PLAN to relax
evaluate objections
- excuse vs. unidentified need
-- unidentified need ... identify and help
-- the excuse could be ... a smokescreen because the buyer does not want
to be confrontational, may not trust you yet, may be embarrassed about
finances
always tell the truth
- if you don't know ... then say so and tell them you will get back to them
-- make sure you follow through!
, Professional Objection Handling Correct Answer-*Clarify*
- ask questions and really listen
- paraphrase back to make sure there is no underlying/other concern
- acknowledge that you understand why they would have that concern
*Respond*
- answer the objection in a way that puts their concerns at ease and
shows that you are trying to create value for them
*Confirm*
- that they no longer have a concern
Effective Response Methods Correct Answer-direct denial
indirect denial
compensation method
referral method
revisit method
postpone method
question method
direct denial Correct Answer-the salesperson makes a relatively strong
statement to indicate the error the prospect has made
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