PACE Negotiation & Closing Techniques 2 — Questions and Answers
Question 1: A customer says, 'I need to think about it.' Which response best advances the close?
- Schedule a follow-up call and end the conversation
- Ask what specific concerns need to be resolved before they can decide (Correct answer)
- Offer an immediate discount to create urgency
- Remind them the offer expires soon
Correct answer: Ask what specific concerns need to be resolved before they can decide
Asking about specific concerns uncovers real objections and keeps the negotiation moving forward.
Question 2: The 'columbo close' technique involves:
- Listing all product features at the end of the call
- Asking a casual, seemingly unimportant question after the customer declines (Correct answer)
- Offering a final discounted price just before hanging up
- Summarizing agreed-upon points to secure commitment
Correct answer: Asking a casual, seemingly unimportant question after the customer declines
The Columbo close uses a relaxed afterthought question ('Just one more thing…') to re-engage a customer who has declined.
Question 3: When a customer presents a counter-offer, the BEST first step is to:
- Accept immediately to build goodwill
- Reject it and restate the original price firmly
- Acknowledge the counter and ask clarifying questions (Correct answer)
- Escalate to a supervisor
Correct answer: Acknowledge the counter and ask clarifying questions
Acknowledging the counter-offer and asking clarifying questions shows respect and gathers information before responding.
Question 4: In customer engagement negotiations, BATNA stands for:
- Best Alternative To a Negotiated Agreement (Correct answer)
- Baseline Agreement for Terms and Negotiations Adjustment
- Buyer's Approach to Neutral Agreement
- Better Alternatives Toward New Arrangements
Correct answer: Best Alternative To a Negotiated Agreement
BATNA is the Best Alternative To a Negotiated Agreement and defines the walkaway point for either party.
Question 5: Which closing technique involves presenting two options, both of which result in a sale?
- Trial close
- Assumptive close
- Alternative close (Correct answer)
- Summary close
Correct answer: Alternative close
The alternative close gives the customer a choice between two options (e.g., Plan A or Plan B), both of which are purchases.
Question 6: A rep is negotiating with an upset customer demanding a full refund. The MOST effective PACE-aligned approach is to:
- Deny the refund and escalate to policy compliance
- Empathize first, then explore alternative resolutions that satisfy both parties (Correct answer)
- Offer a partial refund immediately without discussion
- Transfer the call to a supervisor right away
Correct answer: Empathize first, then explore alternative resolutions that satisfy both parties
Empathizing before problem-solving builds rapport and opens space for mutually acceptable resolutions.
Question 7: The 'puppy dog close' works by:
- Using emotional language about family and pets
- Letting the customer experience the product or service before committing (Correct answer)
- Offering a free trial with an automatic billing clause
- Following up persistently after the initial call
Correct answer: Letting the customer experience the product or service before committing
The puppy dog close lets the customer 'take it home' so attachment forms before a commitment is required.
PACE Negotiation & Closing Techniques 2
A customer says, 'I need to think about it.' Which response best advances the close?