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

2. Answer Product Know for short answer on test

3. 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

4. Answer A. Demonstration Method

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

6. Answer C. Layman’s Terms

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

8. Answer B. Alert

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

10. Answer A. Slang

11. Name the 5 Objection Categories

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

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

14. Answer Involve

15. 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

16. Answer Denial

17. 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

18. Answer Objection Analysis Sheet

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

20. Answer True

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

22. Answer True

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

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

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

26. Answer True

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

28. Answer C. Expertise

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

30. Answer False

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

32. Answer B. Demonstration Know for short answer on the test

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

34. Answer True

35. 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.

36. Answer Medium

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

38. Answer D. Verify

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

40. Answer False

41. 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

42. Answer A. Boomerang

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

44. Answer Product

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

46. Answer Denial

47. 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__________.

48. Answer Paraphrasing

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

50. Answer B. Testimonial

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

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

53. 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

54. Answer C. Superior Point

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

56. Answer False

57. 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

58. Answer D. Question

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

60. Answer C. Third Party

61. 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.

62. 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.