PACE Negotiation & Closing Techniques 2

Question 1

A customer says, 'I need to think about it.' Which response best advances the close?

Accepted Answer

Ask what specific concerns need to be resolved before they can decide

Answer

Asking about specific concerns uncovers real objections and keeps the negotiation moving forward.

Question 2

The 'columbo close' technique involves:

Accepted Answer

Asking a casual, seemingly unimportant question after the customer declines

Answer

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:

Accepted Answer

Acknowledge the counter and ask clarifying questions

Answer

Acknowledging the counter-offer and asking clarifying questions shows respect and gathers information before responding.

Question 4

In customer engagement negotiations, BATNA stands for:

Accepted Answer

Best Alternative To a Negotiated Agreement

Answer

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?

Accepted Answer

Alternative close

Answer

The alternative close gives the customer a choice between two options (e.g., Plan A or Plan B), both of which are purchases.

(PACE) Professional Association for Customer Engagement Certification Practice Test