Chapter 6: Solving Problems and Overcoming Objections

When utilizing the ________ technique to gain commitment, the salesperson provides two legitimate options for the customer to choose between, along with guidance about which is more appropriate.

alt. choice

T/F

When utilizing the balance-sheet technique to gain commitment, the salesperson provides two legitimate options for the customer to choose between, along with guidance about which is more appropriate.

false

Within the SPIN questioning sequence, ________ questions are designed to help the customer and salesperson identify issues that need to be addressed.

problem

T/F

"Would it be possible for us to receive shipment at the end of the month instead of the beginning of the month?" is an example of a buying signal.

true

When utilizing the (Boomerang, forestall, referral, compensation, acknowledge) technique to overcome an objection, the salesperson transitions the objection from a negative to a positive by discussing how the perceived negative should actually benefit the customer.

Boomerang

T/F

When utilizing the success story technique to gain commitment, the salesperson tells the story of another customer who agreed to something similar and has benefited from the decision.

TRUE

T/F

Adaption-innovation theory identifies two primary types of problem solvers: adaptors and innovators.

TRUE

Which of the following techniques is appropriate if a salesperson knows that a particular objection will arise?

Compensation

referral

forestall

boomerang

acknowledge

forestall

T/F

In SPIN selling, need-payoff questions are designed to help the customer and salesperson better understand the benefits available to the firm if the customer's problem were solved.

True

Which of the following techniques is most appropriate when dealing with the price objection?

value

referral

postpone

boomerang

denial

value

The ________ objection refers to the customer's concerns about the selling company, the salesperson, or perhaps both.

no need

price

source

time

product

source

T/F

Passive listening occurs when the salesperson is fully engaged with the customer, paying careful attention to all verbal and nonverbal cues and providing appropriate responses.

False

Within the SPIN questioning sequence, ________ questions are designed to help the customer and salesperson better understand the benefits available to the firm if the customer's problems were solved.

Situational

Problem

Implication

Need-payoff

Need-payoff

When utilizing the ________ technique to gain commitment, the salesperson simply asks for the commitment.

Alt choice technique

Balance sheet technique

Direct-request technique

Success-story technique

Direct-request

T/F

In SPIN selling, situational questions are designed to help the customer and salesperson better understand the consequences arising from the uncovered problems.

F

T/F

In SPIN selling, problem questions are designed to help the salesperson better understand the situation the customer is facing.

F

When utilizing the ________ technique to gain commitment, the salesperson lists the positives as well as the negatives associated with commitment.

Balance sheet

T/F

An objection is an explicit expression by a buyer that a barrier exists between the current situation and what needs to be satisfied before buying.

T

T/F

"Are you satisfied with your current level of customer satisfaction?" is an example of a closed question.

T

Within the SPIN questioning sequence, ________ questions are designed to help the customer and salesperson identify issues that need to be addressed.

Problem