CSM Negotiation & Closing Techniques 2 — Questions and Answers
Question 1: A buyer says, 'We need to think about it.' Which response best uses the 'alternative close' technique?
- Would you like to start with the standard or premium package? (Correct answer)
- Take all the time you need and call us when ready.
- What specifically are you concerned about?
- Can I follow up with you next week?
Correct answer: Would you like to start with the standard or premium package?
The alternative close presents two positive options, moving the buyer toward a decision rather than allowing an open-ended delay.
Question 2: In negotiations, 'logrolling' refers to:
- Exchanging concessions on issues that differ in priority between parties (Correct answer)
- Repeating the same demand until the other party yields
- Walking away from the table to gain leverage
- Adding new issues late in the negotiation to confuse the buyer
Correct answer: Exchanging concessions on issues that differ in priority between parties
Logrolling involves trading concessions on low-priority issues for gains on high-priority ones, creating mutual value.
Question 3: A prospect has agreed verbally but hesitates to sign. The BEST closing approach is to:
- Use a summary close recapping all agreed benefits and hand them the pen (Correct answer)
- Offer an additional discount to trigger urgency
- Reschedule to give them more time
- Ask why they don't trust your company
Correct answer: Use a summary close recapping all agreed benefits and hand them the pen
A summary close reinforces the value already agreed upon and naturally transitions to the signature step.
Question 4: The 'nibble' tactic occurs when a buyer:
- Requests a small additional concession after the deal is nearly closed (Correct answer)
- Gradually reduces the scope of the project to lower cost
- Introduces a competing offer at the last minute
- Delays decision-making through repeated questions
Correct answer: Requests a small additional concession after the deal is nearly closed
The nibble is a post-agreement tactic where one party asks for a small extra—like free shipping or an extended warranty—once the other party is emotionally committed to the deal.
Question 5: Which negotiation style is MOST appropriate when maintaining the long-term relationship is more important than winning this deal?
- Collaborative (win-win) (Correct answer)
- Competitive (win-lose)
- Avoidant (lose-lose)
- Distributive (zero-sum)
Correct answer: Collaborative (win-win)
Collaborative negotiation prioritizes mutual gain and relationship health, making it ideal when future business is at stake.
Question 6: A sales manager notices reps consistently drop price before the buyer even asks. The ROOT cause is most likely:
- Reps lack confidence in the product's value proposition (Correct answer)
- The product is genuinely overpriced versus competitors
- Buyers are exceptionally skilled negotiators
- The commission structure rewards lower-margin deals
Correct answer: Reps lack confidence in the product's value proposition
Premature discounting usually signals that reps haven't internalized the value story and default to price to reduce friction.
Question 7: When a buyer invokes 'the higher authority' (e.g., 'I need to check with my CFO'), the best counter-tactic is to:
- Ask to schedule a joint meeting that includes the CFO (Correct answer)
- Immediately offer a discount to close before the CFO is involved
- Assume the deal is dead and move on
- Send a lengthy email summarizing all features
Correct answer: Ask to schedule a joint meeting that includes the CFO
Requesting a meeting with the actual decision-maker neutralizes the tactic and surfaces real objections earlier.
CSM Negotiation & Closing Techniques 2
A buyer says, 'We need to think about it.' Which response best uses the 'alternative close' technique?