6 Written Questions

1. listen carefully; acknowledge the objections; restate the objections; answer the objections
2. fixed boundaries or limits
3. reasons for not buying; sometimes hard to distinguish between objections & excuses
4. recommending a different product that would satisfy customer needs
5. make up for; make amends for
6. characteristic

6 Multiple Choice Questions

1. brings the objection back to the customer as a selling point
   1. boomerang method
   2. substitution method
   3. third-party method
   4. parameters
2. using a previous customer or neutral person to give a testimonial
   1. boomerang method
   2. parameters
   3. superior-point method
   4. third-party method
3. substitution; boomerang; superior-point; third-party
   1. common objections
   2. superior-point method
   3. specialized methods of handling objections
   4. 4 step process for handling objections
4. discuss the pros and cons of an issue
   1. compensate
   2. feature
   3. debate
   4. denial
5. a refusal to believe or accept
   1. compensate
   2. denial
   3. debate
   4. feature
6. restate something in a different way
   1. parameters
   2. paraphrase
   3. feature
   4. compensate

5 True/False Questions

1. objection analysis sheet → lists common objections and possible responses

   True        False

2. objections → concerns, hesitations, doubts, reasons a customer has for not buying

   True        False

3. layman's terms → fixed boundaries or limits

   True        False

4. common objections → need, product, source, price, time

   True        False

5. superior-point method → recommending a different product that would satisfy customer needs

   True        False