IS Conflict Resolution & Negotiation 2 — Questions and Answers
Question 1: A prospect says your price is too high compared to a competitor. What is the most effective inbound sales response?
- Immediately offer a discount
- Ask what value they expect for their budget (Correct answer)
- Challenge the competitor's quality
- Explain that price reflects premium features
Correct answer: Ask what value they expect for their budget
Understanding the value the prospect expects helps you reframe the conversation around ROI rather than competing on price alone.
Question 2: During a negotiation, a buyer becomes emotional and raises their voice. What should an inbound sales rep do first?
- Escalate to a manager immediately
- Acknowledge the buyer's feelings and allow them to express concerns (Correct answer)
- Match the buyer's energy to show confidence
- End the call and follow up via email
Correct answer: Acknowledge the buyer's feelings and allow them to express concerns
Acknowledging emotions de-escalates tension and shows empathy, making the buyer feel heard before problem-solving begins.
Question 3: What does 'BATNA' stand for in negotiation theory?
- Best Alternative To a Negotiated Agreement (Correct answer)
- Buyer's Advantage Through Negotiation Analysis
- Basic Approach To Neutral Agreements
- Best Action To Negotiate Acceptance
Correct answer: Best Alternative To a Negotiated Agreement
BATNA (Best Alternative To a Negotiated Agreement) defines the fallback option if a deal cannot be reached, giving both parties negotiating leverage.
Question 4: A prospect insists on a contract term your company cannot fulfill. Which conflict resolution approach is most appropriate?
- Agree to the term and hope it never becomes an issue
- Explain why the term is impossible and present alternative solutions (Correct answer)
- Tell the prospect to find another vendor
- Escalate without offering any alternatives
Correct answer: Explain why the term is impossible and present alternative solutions
Transparently explaining limitations while offering alternatives maintains trust and keeps the negotiation constructive.
Question 5: Which negotiation style focuses on finding solutions that benefit both parties rather than competing for the largest share?
- Distributive negotiation
- Competitive negotiation
- Integrative negotiation (Correct answer)
- Positional bargaining
Correct answer: Integrative negotiation
Integrative negotiation seeks mutual gains by addressing both parties' underlying interests, not just surface positions.
Question 6: When a prospect raises a last-minute objection just before closing, the best inbound sales approach is to:
- Push forward and ignore the objection to maintain momentum
- Pause, validate the concern, and address it directly before proceeding (Correct answer)
- Offer a steep discount to overcome the hesitation
- Reschedule the close for another day
Correct answer: Pause, validate the concern, and address it directly before proceeding
Validating and resolving a late-stage objection prevents buyer's remorse and builds confidence in the decision.
Question 7: In an inbound sales context, what is the primary purpose of asking clarifying questions during a conflict?
- To delay giving an answer
- To gather information needed to diagnose and resolve the root cause of the issue (Correct answer)
- To demonstrate product knowledge
- To redirect the conversation to upselling
Correct answer: To gather information needed to diagnose and resolve the root cause of the issue
Clarifying questions uncover the root cause of a conflict, enabling a targeted and effective resolution.
IS Conflict Resolution & Negotiation 2
A prospect says your price is too high compared to a competitor.
What is the most effective inbound sales response?