Deck 8: Planning the Sales Call

Question 1

The first place to look for information on the Internet about a prospect's company would be the prospect company's Web site.

Answer 1

True

Question 2

Make your first sales call on a prospect when you have gathered all the information there is about your prospect and his or her company.

Answer 2

False

Question 3

Which of the following statements about obtaining precall information is FALSE?

A) At some point the amount of time and effort required to collect additional information exceeds its value.
B) Often the difference in making or not making a sale is the homework the salesperson has done.
C) Collecting the information needed is quick and easy.
D) The more information the salesperson has, the more likely the prospect's needs will be met.
E) A salesperson calling on a regular customer has no need to collect a lot of additional information.

Answer 3

C

Question 4

Experts suggest it makes sense to form new business relationships using webcasting or videoconferencing and then meet in person.

Question 5

Because Brenda does not have adequate precall information about her prospect, she may find herself in an embarrassing situation when she makes her sales call.

Question 6

Research indicates that salespeople should first call on the focus of receptivity.

Question 7

If you don't know the basics about the prospect's firm, they will usually be glad to help you.

Question 8

Secretaries and receptionists in the prospect's firm usually are a rich source of information.

Question 9

There is disagreement among sales experts about to whom the salesperson should make his or her initial call.

Question 10

The first step in setting objectives for a sales call is to review what has been learned from the organization's mission statement.

Question 11

Although you are aware that your prospect is married and has two young children, this information will be of no value to you since you are trying to sell machine tools to the prospect's firm.

Question 12

As a salesperson, you know planning your sales calls offers a number of advantages. All of the following are generally recognized as advantages in planning your sales calls EXCEPT:

A) it increases your confidence
B) it saves time for your buyer
C) it assures you will achieve your call objectives
D) it saves time for you
E) it helps you avoid annoying your prospect

Question 13

Having multiple sales objectives can reduce salespeople's fear of failure.

Question 14

Even though Ben would like to sell the prospect three dozen handheld mixers, he would be willing to settle for just selling six of them--that would be his minimum sales call objective.

Question 15

As a result of failing to plan her sales call, a Glenda could expect to do all of the following EXCEPT:

A) cover material in which the prospect has no interest
B) obtain buyer commitment
C) waste time
D) have unrealistic expectations
E) annoy the prospect

Question 16

A Salesperson's job is to discover what the customer values and then find ways to overcome customer resistance.

Question 17

Seeding is sending prospects important and useful information prior to the meeting.

Question 18

The most important step in planning a sales call is to set objectives for the call.

Question 19

To be useful, a call objective need only be specific.

Question 20

Racetracks are a good place to do business because the customer is free from other distractions.

Question 21

An easy way to ensure that your sales call objectives are measurable is to:

A) use a canned sales presentation
B) follow the guidelines set by your sales supervisor
C) set long-term goals based on your sales call objectives
D) coordinate your objectives with the company's
E) set objectives that require a buyer's response

Question 22

The first step in setting call objectives is to:

A) review the steps of the selling process
B) review your corporation's marketing goals
C) determine your progress toward meeting your sales quota
D) review what has been learned from precall information gathering
E) determine what inventory your company has on hand

Question 23

You are an experienced sales rep for road construction equipment, and understand the criteria for good call objectives. You have been hired (at a substantial salary increase) from your job as the Oregon representative of Caterpillar Tractor Corporation to sell similar equipment to highway builders in the South Central U.S. Your company makes a good product, but is new, unheard of, and unproven. Which of the following objectives, which you could set for your first sales call on Faulkner Paving, meets the criteria of being realistic?

A) to get an appointment for a second call
B) to persuade Faulkner to switch to your equipment next season
C) to have Faulkner agree to buy one of your large bulldozers to prove to himself the product is as good as you say it is
D) to get Faulkner to watch a two-hour videotape that shows the superiority of the construction of your product
E) all of the above are reasonable

Question 24

Which of the following statements would be of value to insurance salespeople collecting information about prospects?

A) The prospect graduated with a marketing degree from Kennesaw State University.
B) The prospect's daughter is active in Little League baseball.
C) The prospect's personality type is amiable.
D) The prospect is a member of the local Rotary Club.
E) All of the above information is valuable to the salesperson.

Question 25

According to the text, what are the criteria for effective objectives?

A) specific, realistic, and consistent
B) measurable, specific, and consistent
C) consistent, specific, and measurable
D) specific, realistic, and measurable
E) specific, realistic, and obtainable

Question 26

Which of the three criteria for measuring effective sales objectives does the following objective NOT meet: "My goal is to improve customer service by 50 percent during the next 12 months."

A) It puts too much emphasis on service.
B) It says nothing about the product being sold.
C) It is not measurable.
D) It is too personal.
E) It is unrelated to company goals.

Question 27

When Maggie was a student at TCU, she had a management professor who deliberately embarrassed her in front of the entire class. After leaving TCU, Maggie was hired in a supervisory position at Freeborn Tool & Die. Freeborn is planning on implementing a total quality management strategy and is considering hiring the consultant firm owned by her former professor. If you are the salesperson selling the consultant firm's services, you need to be aware that Maggie is a(n):

A) influential adversary
B) actual competitor
C) potential competitor
D) sales bulwark
E) opposing implement

Question 28

Which of the following would be the LEAST useful source of information about a prospect for a new salesperson?

A) secretaries and receptionists in the your firm
B) other salespeople who call on the prospect
C) the prospect's website
D) your company's database
E) the prospect's competitors

Question 29

Luke and his wife Coreen wholesale cut flowers to florists in the Dallas-Fort Worth area. He has been approached by a salesperson for a horticultural firm that wants to sell him a product that extends the beauty of fresh flowers and prevents wilt. Unfortunately, the owner of the horticultural company once was very rude to Luke's wife, and Coreen has never forgiven the man. While Luke may want to buy the product, his wife will act as a(n):

A) influential adversary
B) actual competitor
C) potential competitor
D) sales bulwark
E) opposing implement

Question 30

Which of the three criteria for measuring effective sales objectives does the following objective NOT meet: "My goal for the next six months is to make sure that every customer is 100 percent satisfied with my product and all after-the-sale service."

A) It is too qualitative.
B) It is not realistic.
C) It is too specific.
D) It is incomplete because it does not include before-the-sale contact.
E) It is too individualized.

Question 31

Effective call objectives must meet three criteria. Which of the following is the best example of an objective that is measurable?

A) to learn more about the prospect's needs
B) to show the buyer a list of satisfied customers
C) to improve the prospect's perception of our company
D) to learn more about the buyer as a person
E) to increase the buyer's trust

Question 32

Which of the following statements about sales call objectives is true?

A) Objective should always be expressed in monetary terms
B) Objectives are unnecessary for missionary salespeople
C) Objectives are unnecessary when the sales rep is cold canvassing
D) Objectives should be limited to one per sales call
E) E)Many salespeople do not set objectives before making sales calls

Question 33

Brandi, the sales trainee, watched as her sales supervisor chatted with the prospect's secretary. Brandi felt that such familiar behavior was inappropriate in a business situation. Furthermore, she did not understand why her supervisor was asking seemingly irrelevant questions like "Does your boss like to play golf?" What does Brandi's supervisor know that Brandi has not yet learned?

A) Brandi's supervisor has found a meaningless way to pass the time waiting for the appointment to keep from getting bored.
B) The prospect will see Brandi and her supervisor more quickly if they prevent the secretary from getting any work done.
C) Secretaries are a rich source of information about a prospect and are important for successful sales calls.
D) Salespeople should talk to secretaries in order to appear to be working.
E) Secretaries are an excellent source of data when out of town.

Question 34

A salesperson that is unable to strike a proper balance between time spent in acquiring information and time spent making sales calls is likely to be experiencing:

A) research myopia
B) analysis paralysis
C) information de-optimization
D) data blindness
E) customer reticence

Question 35

The most important step in planning the sales call is to:

A) design a flexible sales presentation
B) discover personal information about your prospect
C) learn all you can about the business of your prospect
D) set objectives for the call
E) find prospects

Question 36

Effective call objectives must be:

A) expressed in monetary terms
B) specific, realistic, and measurable
C) approved in advance by the salesperson's manager
D) expressed in units of volume to be sold
E) all of the above

Question 37

Which of the following is an example of a good call objective for a first call for a product that would require a large capital investment?

A) to become better acquainted
B) to get the prospect to agree to visit our local distribution center
C) to get the prospect to identify all the other members of the firm who will play key roles in this decision
D) to get the prospect to agree to move its main factory to Alabama
E) all of the above

Question 38

If you don't know the basics about a prospect's company:

A) the prospect will usually be glad to assist you
B) the prospect's receptionist will usually provide all the information needed
C) many prospects will refuse to deal with you
D) the government can be used to make companies disclose basic information for salespeople
E) then "getting the basics" would be the formal objective for your first sales call

Question 39

A farm machinery salesperson has spent the last three weeks gathering information about a prospective customer. He has researched the customer and analyzed their buying potential. When asked when he was going to call on the prospect, he said that he needed a couple of more weeks to gather some additional information. What problem is the salesperson experiencing?

A) research myopia
B) analysis paralysis
C) information de-optimization
D) data blindness
E) customer reticence

Question 40

Which of the following statements about sales call objectives is FALSE?

A) The objective of any sales call is to make a sale.
B) An objective should be established for every sales call.
C) Objectives should be specific.
D) Objectives should be measurable.
E) Objectives should be aimed at customer action.

Question 41

The value proposition:

A) is usually one or two written sentences
B) should be specific and measurable
C) reflect the issues that the buyer is concerned with
D) should be tied to the prospect's mission statement
E) is accurately described by all of the above

Question 42

According to most sales experts, who should industrial salespeople first call upon in a company that is new to them?

A) the individual in the company who is the focus of dissatisfaction
B) the individual in the company's purchasing department who is the focus of receptivity
C) the individual in the company's purchasing department who is the focus of power
D) the company's president
E) none of the above is totally correct; sales experts don't agree who should be seen first

Question 43

The safety equipment salesperson was making his second call to a prospective client. The salesperson was most interested in meeting the person with the focus of _____ because this individual could explain where there were potential hazards and how the company was not adequately protecting the employees from potential injuries.

A) receptivity
B) reciprocity
C) power
D) expertise
E) dissatisfaction

Question 44

SRC Refrigeration Company manufactures and sells refrigerator display units for flowers. A salesperson for the company is calling on a large supermarket chain attempting to interest them in SRC's new unit, which "bathes flowers in generous humidity and uniform air temperature." The salesperson has set as his sales call objective to replace all refrigeration units in the 235-store chain with SRC units. This sales call objective would be an example of a(n) _____ call objective.

A) optimistic
B) minimum
C) primary
D) secondary
E) benefitized

Question 45

Roland is surprised when one of the members of his sales team begins telling the prospect about all of the other products his company offers. Roland recognizes this is not consistent with the value proposition guideline of:

A) being specific
B) reflecting the issues that the buyer is concerned with
C) being tied to the prospect's mission statement
D) having member of the sales team being highly knowledgeable about the value proposition
E) sharing the value proposition with both senior and middle managers

Question 46

Which of the following is NOT generally considered a benefit of multiple call objectives?

A) They help take away the salesperson's fear of failure
B) Most salespeople can at least achieve their stated minimum objective
C) Multiple objectives tend to be self-correcting
D) Salespeople who always reach their optimistic objective realize they are probably setting their sights too low
E) With multiple objectives, it is not necessary that all objectives be measurable

Question 47

Alex has set multiple sales objectives for his next call. As he begins his presentation, Brenda, the prospect, interrupts him and says "my goal is to avoid damage during shipping."Alex should recognize that Brenda is stating her views about:

A) value chain analysis
B) prospecting proposition
C) customer value
D) value proposition
E) analysis paralysis

Question 48

Victor is calling on Meridian Cabinetworks. His goal is to sell them a customized profile sander valued at about $3,500. He'd be willing to accept a purchase of one his firm's ready-made sanders, which sell for about $2,000. Victor would really like to get the owner of Meridian to use the sander and to provide his company with a testimonial to help him get sales call appointments with other local wood workers. For Victor, the sale of the custom-built profile sander is his:

A) minimum call objective
B) strategic mission
C) sales quota
D) primary call objective
E) value proposition call objective

Question 49

Victor is calling on Meridian Cabinetworks. His goal is to sell it a customized profile sander valued at about $3,500. He'd be willing to accept a Meridian purchase of one his firm's ready-made sanders, which sell for $2,000. Victor would really like to get the owner of Meridian to use the sander and to provide his company with a testimonial to help him get sales call appointments with other local wood workers. For Victor, the sale of the less expensive ready-built profile sander is his:

A) minimum call objective
B) strategic mission
C) sales quota
D) primary call objective
E) optimistic call objective

Question 50

A safety equipment salesperson calling for the first time on a prospect should try to schedule an appointment with the focus of _____ that is a person like a safety engineer who understands why fire extinguishers and other safety equipment are important to the welfare of the employees.

A) receptivity
B) reciprocity
C) power
D) expertise
E) dissatisfaction

Question 51

The _____ is a written statement that clearly states how purchasing a particular company's product or service can help add shareholder value. It is written by the salesperson for the product or service and sent to the CEO or other top management.

A) optimal sales call objective
B) value chain
C) sales presentation synopsis
D) statement of expectation
E) value proposition

Question 52

Floral Distributors sells "everything but the flowers" to retailers in the floral business. One of its best salespeople is planning to call on a superstore chain that has a floral department that does not yet buy from Floral Distributors. Why would the salesperson for the distribution company set multiple call objectives including goals of getting the company to buy its Valentine package for $129, getting a sample in one of its stores, and becoming the sole supplier for the superstores?

A) Multiple sales call objectives increase the fear of failure, which makes the salesperson try even harder.
B) Multiple sales call objectives allow the salesperson to avoid focusing on any one sales call objective too long.
C) Multiple sales call objectives will force the salesperson to set his objectives too high.
D) Multiple sales call objectives are usually self-correcting in the event any of his objectives are too high or too low.
E) There is no benefit inherent in multiple sales call objectives.

Question 53

Alexandra's goal on her upcoming sales call is to sell Murphy's Hardware five 22-inch cut self-propelled lawn mowers. She'd be willing to accept an order for three. Of course, she'd like to get the owner to order fifteen mowers, display them in his store window, and use a promotional price of $179. For Alexandra, sale of five mowers is her:

A) minimum call objective
B) strategic mission
C) sales quota
D) primary call objective
E) optimistic call objective

Question 54

A salesperson who routinely accomplishes his or her _____ objectives is apparently setting his or her objectives too low.

A) mission
B) optimistic call
C) minimum call
D) primary call
E) secondary call

Question 55

TECAmerica, Inc. sells electronic scales used for weighing meats and vegetables and labeling the products for sale. A salesperson for TECAmerica calling on the headquarters of Kroger supermarkets has as his sales call objectives to meet the members of the buying center, to have his product brochures sent along to the appropriate geographic division managers for Kroger, and to be allowed to demonstrate the superiority of his company's scales. If he truly expects to achieve his objective of meeting the members of the buying center, then the others would be classified as _____ call objectives.

A) ideological
B) primary
C) visionary
D) secondary
E) minimum

Question 56

Alexandra's goal on her upcoming sales call is to sell Murphy's Hardware five 22-inch cut self-propelled lawn mowers. She'd be willing to accept an order for three. Of course, she'd like to get the owner to order 15 mowers, display them in his store window, and use a promotional price of $179. For Alexandra, a sale of 15 mowers with permission to set up a display and offer the low promotional price is her:

A) minimum call objective
B) strategic mission
C) sales quota
D) primary call objective
E) optimistic call objective

Question 57

Hugh sells copying equipment to colleges and universities. He competes with Xerox, Canon, and similar firms. Hugh's sales manager requires him to make an appointment when he calls on a prospect for the first time. As a result of following this instruction, Hugh can expect all of the following to happen EXCEPT:

A) an increase in his chances of talking to the right person
B) an order on his first sales call
C) added dignity to his job as a salesperson
D) make the salesperson an equal participant in the sales interview
E) an increased potential of having adequate uninterrupted time with the prospect

Question 58

Which of the following statements about making appointments for sales calls is true?

A) Experts generally agree a salesperson calling on a company that is new to her should begin by calling on the president of the firm.
B) Experts generally agree a salesperson calling on a company that is new to him should begin by calling on the "focus of power."
C) Frequently in industrial selling situations, a salesperson gets a substantial order on her first sales call.
D) Experienced sales reps use different methods of making appointments with different prospects.
E) Experts generally agree a salesperson calling on a company that is new to him should begin by calling on the "focus of receptivity."

Question 59

Google is famous for their mission statement containing the statement "Do no harm." When calling on Google with a technology product that will reduce Internet search time Valerie points out that this will also reduce energy consumption. Valerie is addressing the value proposition issue of:

A) being specific
B) being measurable
C) being tied to the prospect's mission statement
D) having member of the sales team being highly knowledgeable about the value proposition
E) sharing the value proposition with both senior and middle managers

Question 60

Victor is calling on Meridian Cabinetworks. His goal is to sell it a customized profile sander valued at about $3,500. He'd be willing to accept a Meridian purchase of one his firm's ready-made sanders, which sell for $1,999. Victor would really like to get the owner of Meridian to use the sander and to provide his company with a testimonial to help him get sales calls with other local wood workers. For Victor, the testimonial from the Meridian owner is part of his:

A) minimum call objective
B) strategic mission
C) sales quota
D) primary call objective
E) optimistic call objective

Question 61

Which of the following would be appropriate to do while using the telephone to gain a sales appointment?

A) state the customer's name
B) state your name
C) state the purpose of your call
D) answer any objections that might occur
E) all of the above

Question 62

When making an appointment, it is important that the salesperson identify an environment conducive to doing business. For that reason, it is important that the salesperson:

A) choose a place free of distraction for all parties
B) insure the buyer's subordinates will not be present
C) have the meeting take place at the sales representative's place of business
D) have the meeting coincide with the annual needs of the prospect
E) do all of the above

Question 63

Describe the value proposition.

Question 64

Which of the following statements about using the telephone to make sales appointments is true?

A) A secretary might try to prevent the sales rep from getting an appointment or talking to the prospect on the telephone
B) A prospect will never have any legitimate objections to granting an interview
C) Prospects seldom ask questions about the salesperson's product
D) The goal of the telephone call is to sell the product
E) If you reach the prospect's voice mail, be sure to leave a message

Question 65

Al sells everything a company needs to market decorative balloons--the balloons themselves, ribbons, helium tanks, etc. He wants to talk to the owner of a large catering company because balloons are great decorations for birthday tables, etc. Unfortunately, every time he tries to talk to the catering company owner, he finds himself in an inane conversation with the assistant caterer who will not let him talk to the owner. The assistant caterer is assuming the role of:

A) barrier
B) decider
C) roadblock
D) buyer shield
E) protector

Question 66

To get the CEO's secretary to give him an appointment, Oscar mentioned an earlier talk he had with the president of the firm about what his company has to offer. He is hoping this technique of _____ will get him in to see the CEO sooner since the secretary may fear getting in trouble if she puts him off too long.

A) going through the screen
B) going over the screen
C) going around the screen
D) going under the screen
E) going below the screen

Question 67

Experts suggest that it makes sense to:

A) form new relationships in person and then use videoconferencing to maintain them.
B) Use webcasting to impress prospects with your ability to communicate using the latest technology
C) Offer videoconferencing when cold calling by telephone
D) Use virtual sales calls to increase your prospects report to your sales manager
E) Present new material using webcasting and do repeat business in person

Question 68

Alex has set multiple sales objectives for his next call. As he begins his presentation, Brenda, the prospect, interrupts him and says, "my goal is to avoid damage during shipping." What is Brenda stating and what should Alex do?

Question 69

What are the benefits of multiple sales call objectives?

Question 70

Barrett often calls the offices of his prospects after 5:30 P.M. when he's trying to make appointments. He knows executives frequently work late, and after normal business hours, they often answer their own telephones. Thus, he avoids dealing with a secretary or receptionist who might attempt to prevent him from seeing the executive. This method of dealing with barriers is called:

A) blockade running
B) bypassing the gatekeeper
C) going under the screen
D) going around the screen
E) an end run

Question 71

Martin is planning his first sales call on F&S Industries. He has decided to postpone the call until he knows everything there is to know about the company and the prospects on which he will be calling. What's wrong with this idea?

Question 72

Amy is given the name of a potential prospect. What general sources of information should she consider checking before approaching the prospect?

Question 73

When making a sales call on a new customer, the member of the buying center the salesperson can expect to meet last is referred to as the:

A) focus of receptivity
B) power source
C) focus of power
D) power broker
E) focus of finality

Question 74

How might you word a primary and a secondary objective about you and your success in this class?

Question 75

Which of the following statements about using the telephone to make sales appointments is FALSE?

A) A secretary might try to prevent the sales rep from getting an appointment or talking to the prospect on the telephone.
B) A prospect might have objections or reasons for not granting an interview.
C) Prospects frequently ask questions about the salesperson's product.
D) The goal of the telephone call is to sell the product.
E) If you reach the prospect's voice mail, it is best not to leave a message.

Question 76

If an industrial salesperson makes her first call on the person in a potential client company who is most likely to listen willingly and provide her with needed valuable information, she is calling on the:

A) focus of dissatisfaction
B) focus of receptivity
C) focus of congeniality
D) focus of accomplishment
E) focus of satisfaction

Question 77

When making a sales presentation to the focus of receptivity in the buying center, the salesperson needs to remember that this person:

A) is typically the decision maker
B) will lead them directly to the focus of power
C) is most likely to perceive the company's problems
D) needs to be seen after the focus of dissatisfaction
E) will listen to him or her and provide needed sales information

Question 78

Isaac knows there are two other firms competing for the sale. Given the choice of being first, second, or last to make his value proposition to the prospect, Isaac would choose:

A) always be first because he sells a product that is similar to the competitors' offerings.
B) not to be in the middle.
C) any of the three. It does not matter.
D) always be last if the competitors have market leader products and he does not.
E) all of the above

Question 79

Kathy has just made an appointment with a potentially important prospect. She decides to send the prospect a copy of a recent article discussing global trends in the prospect's industry. Kathy is engaging in:

A) a value proposition
B) customer value messaging
C) seeding
D) videoconferencing
E) overcoming influential adversaries

Question 80

While using the telephone to gain a sales appointment, you should always:

A) describe one benefit of your product
B) provide the name of someone who is currently using your product
C) describe the follow-up service your company offers
D) answer any objections to the appointment that might occur
E) do none of the above