Identify the objection category “That school has to many kids I don’t think I should send my kid there”

Answer Product Know for short answer on test

A technique that answers objections by showing the customer how to use or operate the product A.Demonstration Method B.Testimonial Method C.Operational Method D.Boomerang Method

Answer A. Demonstration Method

Language or words that most people can understand. A.Slang B.Jargon C.Layman’s Terms D.Average speak

Answer C. Layman’s Terms

Some who is observant is also…. A.Keen B.Alert C.Empathetic D.Understanding

Answer B. Alert

Very informal language A.Slang B.Jargon C.Layman’s Terms D.Paraphrasing

Answer A. Slang

Name the 5 Objection Categories

Answers Product Source Price Need Time Know how to write an objection to each for the short answer portion of the test

If you ___________ the customer in the product presentation you will maintain their interest.

Answer Involve

A customer states, “Will the paint fade from exposure to the sun?” The salesperson assures the customer it will not since the paint is a formulated to protect against UV exposure. The sales person used what specialized objection handling method? A.Boomerang B.Denial C.Demonstration D.Question

Answer Denial

This is a list of reasons for not purchasing a product and possible responses to those reasons A.Feature and benefit chart B.Action-Reaction sheet C.Possible problems list D.Objection analysis sheet

Answer Objection Analysis Sheet

True or False It is important for a salesperson to use words that are very descriptive in making a product presentation.

Answer True

True or False Demonstrating products to customers during a sales presentation builds customer confidence.

Answer True

This specialized method of handling objections uses a ________ to make a testimonial about a product or service.

Answer A.Third Party Know that this is used often in business-to-business sales for the short answer portion of the test.

True or False Salespeople can use newspaper articles, graphs, and customer testimonials as sales aids when presenting products.

Answer True

A term for great skill or knowledge. A.Superior B.Testimonial C.Expertise D.Jargon

Answer C. Expertise

True or False When responding to a objection the first question you should ask is why?

Answer False

This specialized method of handling objections exemplifies the adage “Seeing is believing.” A.Question B.Demonstration C.Denial D.Boomerang

Answer B. Demonstration Know for short answer on the test

True or False It is possible for a salesperson to confront and answer anticipated objections by incorporating them in the presentation

Answer True

When a salesperson is not quite sure what the customers price range is for buying a product he or she should start in the ________ price range.

Answer Medium

To investigate the accuracy or truth of a statement A.Probe B.Uncover C.Authenticate D.Verify

Answer D. Verify

True or False A salesperson should avoid using jargon during a business-to-business sales presentation.

Answer False

This specialized method of handling objections brings the objection back to the customer as a selling point A.Boomerang B.Denial C.Superior Point D.Third party

Answer A. Boomerang

Concerns about such things as construction, ease of use, quality color, size, or style are ___________ objections.

Answer Product

The term for a contradiction of a statement. A.Blocking B.Denial C.Tuning out D.Refusal

Answer Denial

An important part of restating an objection is to reword the meaning of the statement. To reword the meaning of a statement is also known as__________.

Answer Paraphrasing

A positive statement about the quality of a product. A.Advertisement B.Testimonial C.Promotion D.Compliment

Answer B. Testimonial

True of False The goal of the product presentation is to present the products skillfully to the customer.

Answer False The goal of the product presentation is to match the customers needs with the appropriate product features and benefits.

The specialized method of handling objections that utilizes a technique that permits the salesperson to acknowledge objections as valid yet still offset them with features and benefits. A.Boomerang B.Denial C.Superior Point D.Third party

Answer C. Superior Point

True or False At times a salesperson should allow a customer to resolve objections themselves.

Answer False

The specialized method of handling objections technique in which you question the customer to learn more about the objection. A.Boomerang B.Denial C.Demonstration D.Question

Answer D. Question

A word describing a neutral party. A.Balanced B.Equal C.Third Party D.Observer

Answer C. Third Party

Team Question: You are the marketing director of a Charter School (Very similar to GBHS) and have to prepare an objection analysis sheet to address possible concerns of parents who may be enrolling their kids there. The first team to tell me 3 objections and the category it falls under wins 50 points.

Bonus! 25 points to the team who can role play overcoming any one of the objections just stated using the Four-step Process for Handling Objections. One team member must be a concerned parent to state the objection and another will be the Marketing director overcoming the objection.