MAR 3400 FINAL EXAM QUESTIONS AND ANSWERS WITH
COMPLETE SOLUTIONS GRADED A++ LATEST UPDATE
What are the three steps to handling objections?
Clarify
respond
confirm
Clarify cont.
"Tell me more about that"
"Why was that an issue for you?"
Chance to uncover new needs or wants
Respond cont.
Chance to respond to objection honestly and with more information
Use evidence: testimonials, white papers, case studies, statistics
Confirm cont.
"Did I clarify that for you?"
" do you have any other questions about that?"
Make sure that you handle the objection
When hearing an objection, you should
Relax
listen
don't interrupt
, What is direct denial?
The sales person corrects the prospect when they have the wrong information. (Only w
blatant inaccuracy, never for opinions)
What is indirect denial
Provide evidence and show them that they are wrong, but use resources to make them
realize they are wrong (make the customer realize they are wrong with their own
knowledge)
What is the referral method?
Referring to other customers experiences (feel felt found: other customers feel/felt this
way)
What is the revisit method?
When you revisit earlier points
What is the boomerang method? (not very important)
When a sales person turns objection into a reason for buying
What is the postpone method?
Waiting until later to enter the question because the customer doesn't have enough
information
What is the question method?
Asking the customer a question to reframe their thinking on one or more strengths of
your proposition
What is a need objection?
" I don't need it" (conditioned response/cover up, use spin questions)
What are product objections?
COMPLETE SOLUTIONS GRADED A++ LATEST UPDATE
What are the three steps to handling objections?
Clarify
respond
confirm
Clarify cont.
"Tell me more about that"
"Why was that an issue for you?"
Chance to uncover new needs or wants
Respond cont.
Chance to respond to objection honestly and with more information
Use evidence: testimonials, white papers, case studies, statistics
Confirm cont.
"Did I clarify that for you?"
" do you have any other questions about that?"
Make sure that you handle the objection
When hearing an objection, you should
Relax
listen
don't interrupt
, What is direct denial?
The sales person corrects the prospect when they have the wrong information. (Only w
blatant inaccuracy, never for opinions)
What is indirect denial
Provide evidence and show them that they are wrong, but use resources to make them
realize they are wrong (make the customer realize they are wrong with their own
knowledge)
What is the referral method?
Referring to other customers experiences (feel felt found: other customers feel/felt this
way)
What is the revisit method?
When you revisit earlier points
What is the boomerang method? (not very important)
When a sales person turns objection into a reason for buying
What is the postpone method?
Waiting until later to enter the question because the customer doesn't have enough
information
What is the question method?
Asking the customer a question to reframe their thinking on one or more strengths of
your proposition
What is a need objection?
" I don't need it" (conditioned response/cover up, use spin questions)
What are product objections?
