PACE Negotiation & Closing Techniques 3 — Questions and Answers
Question 1: Concession strategy in negotiation suggests you should:
- Give large concessions early to show goodwill
- Make concessions progressively smaller to signal a limit (Correct answer)
- Never make concessions to maintain authority
- Match the customer's concessions dollar for dollar
Correct answer: Make concessions progressively smaller to signal a limit
Decreasing concession size signals you are approaching your limit and trains the customer to accept smaller gains.
Question 2: Which scenario best illustrates an 'impasse' in a customer negotiation?
- The customer requests a hold while they check their budget
- Both parties have stated positions and neither is willing to move (Correct answer)
- The customer agrees to the initial offer without negotiating
- A supervisor joins the call to assist the agent
Correct answer: Both parties have stated positions and neither is willing to move
An impasse occurs when both parties reach a standstill with no apparent path forward.
Question 3: The 'feel, felt, found' technique is primarily used to:
- Close the sale by listing product benefits
- Acknowledge objections by sharing how others overcame similar concerns (Correct answer)
- Create urgency through limited-time offers
- Summarize the customer's pain points before proposing a solution
Correct answer: Acknowledge objections by sharing how others overcame similar concerns
'Feel, felt, found' normalizes the customer's objection and redirects using a relatable third-party success story.
Question 4: When a customer claims a competitor offers a lower price, the BEST negotiation response is to:
- Match the competitor price immediately
- Question whether the competitor offer is truly comparable, then highlight your unique value (Correct answer)
- Dismiss the competitor as inferior
- Offer an additional discount without exploring value differences
Correct answer: Question whether the competitor offer is truly comparable, then highlight your unique value
Verifying comparability and reinforcing unique value prevents unnecessary discounting while maintaining credibility.
Question 5: The 'now or never' close is most appropriately used when:
- The customer is clearly satisfied and just needs a nudge
- A genuine time-limited offer or inventory constraint exists (Correct answer)
- The customer has expressed strong objections
- Building a long-term relationship is the primary goal
Correct answer: A genuine time-limited offer or inventory constraint exists
The 'now or never' close is only ethical and effective when a real deadline or scarcity condition exists.
Question 6: In PACE-aligned customer engagement, the primary purpose of a 'trial close' is to:
- Offer the customer a free product trial
- Gauge the customer's readiness to buy before making the final close (Correct answer)
- Test a new closing script on a pilot group of customers
- Give the customer time to reconsider their objections
Correct answer: Gauge the customer's readiness to buy before making the final close
A trial close uses questions like 'How does that sound so far?' to test buying temperature before committing to the full close.
Question 7: A customer says, 'Your price is too high.' This objection is BEST classified as:
- A stall tactic requiring urgency
- A value objection that requires repositioning rather than discounting (Correct answer)
- A final decision signaling the customer is lost
- A personal attack on the agent's credibility
Correct answer: A value objection that requires repositioning rather than discounting
Price objections typically indicate the customer hasn't yet perceived sufficient value to justify the cost.
PACE Negotiation & Closing Techniques 3
Concession strategy in negotiation suggests you should: