4.04_SE874 H. Marketing Apps

In selling, an objection from the customer is a(n)

• cause for argument.

• doubt or hesitation.

• refusal to purchase.

• indicator of the salesperson’s mistake.

Which of the following types of customers frequently raise objections:

• Uninterested

• Embarrassed

• Decided

• Interested

The statement, “I’m just looking,” is a common __________ used by customers.

• excuse

• inquiry

• objection

• question

The best way for a salesperson to find out a customer’s real objection to buying a product is to

• get the customer talking.

• ask the customer personal questions.

• wait for the customer to explain.

• tell the customer to be truthful.

The best way to convert price objections into selling points is to emphasize the product’s

• style.

• value.

• brand.

• delivery.

Which of the following customer statements is a product objection:

• “Maybe I’ll wait until your July sale to buy a bathing suit.”

• “It’s just what I want, but this stereo system is too expensive.”

• “The last time I bought something here, I had a hard time returning it.”

• “I’d rather have a raincoat in a darker color and with a detachable hood.”

Which of the following is the best way for salespeople to answer product objections:

• Be knowledgeable.

• Ignore the problem.

• Act quickly.

• Explain policies.

When answering customer objections, getting the details out in the open and clearing up the past misunderstanding as quickly as possible are the best ways for salespeople to deal with _________ objections.

• need

• company

• time

• quantity

What type of objection are customers using when they say they want to “shop around”?

• Want

• Need

• Time

• Place

What should salespeople try to establish if customers object to buying items they want?

• Need

• Motive

• Cost

• Purpose