IS Conflict Resolution & Negotiation 3

Question 1

A long-time customer threatens to cancel their contract due to a service failure. What is the FIRST step an inbound sales rep should take?

Accepted Answer

Apologize and fully understand the nature of the failure before proposing solutions

Answer

Fully understanding the problem before offering solutions demonstrates accountability and prevents proposing remedies that miss the mark.

Question 2

Which listening technique involves summarizing what the other party said to confirm understanding during a negotiation?

Accepted Answer

Active listening with paraphrasing

Answer

Paraphrasing confirms comprehension, reduces misunderstandings, and signals to the other party that they have been heard.

Question 3

A prospect says, 'We need a 30% discount or we walk.' This is an example of:

Accepted Answer

Positional bargaining

Answer

Positional bargaining occurs when a party takes a fixed stance rather than exploring underlying interests that could lead to creative solutions.

Question 4

How should an inbound sales rep handle a situation where two stakeholders at the same company have conflicting priorities?

Accepted Answer

Identify shared goals and facilitate a conversation that aligns both stakeholders

Answer

Facilitating alignment around shared goals unblocks deals and positions the rep as a trusted advisor rather than a vendor.

Question 5

What is 'anchoring' in a sales negotiation?

Accepted Answer

Setting the first number in a negotiation to influence the final outcome

Answer

Anchoring leverages cognitive bias: the first number introduced in a negotiation heavily influences subsequent offers and counteroffers.

(IS) Inbound Sales Certification Practice Test