Deck 7: The Pre-Approach Planning Your Sales Call and Presentation

Question 1

Using the FAB formula, a salesperson can convert a lukewarm prospect to a prospect that develops an interest for your product or service.

Answer 1

False

Question 2

Studies have shown that setting a goal instead of writing it down leads to a better success rate of achieving the goal.

Answer 2

False

Question 3

The sales call objective should be directly beneficial to the customer.

Answer 3

True

Question 4

Value is created when the buyer spends less resources than the salesperson and the outcome is greater than the resources spent.

Question 5

The last step of pre-approach is developing and rehearsing the sales presentation.

Question 6

In the acronym SMART, the "R" stands for "relevant to your customer."

Question 7

Salespeople need to be creative problem solvers who develop and combine non-traditional alternatives to meet the customer's specific needs.

Question 8

A salesperson can plan out their entire day and actually follow through with it, but it becomes pointless if he/she does not evaluate the plan at the end of the day.

Question 9

Implementing the solution is also one of the stages of the problem-solving process.

Question 10

When Eddie determines and then suggests the type and quantity of bolts, nuts, screws and other fasteners his customer should buy, he is working on step three of his customer benefit plan.

Question 11

It is impossible for a salesperson to make a sales call without a sales call objective.

Question 12

The creative problem-solving process has two stages.

Question 13

The customer benefit plan contains the nucleus of the information used in the salesperson's sales presentation.

Question 14

In the acronym SMART, the letter "M" stands for "maximizing the sales revenue of your client."

Question 15

The first of a prospect's five mental steps in buying is ignorance.

Question 16

There is very little a salesperson can do to decrease the level of nervousness salespeople experience when making sales call.The textbook recommends salespersons simply accept the fact being nervous is a function of the job.

Question 17

Good business relationships are built on your knowledge of your company, industry, and customers' needs.

Question 18

In order to create a mutually beneficial agreement, the salesperson must work independently to overcome the challenges that the client may have.

Question 19

High performing salespeople tend to be strategic problem solvers for their customers.

Question 20

When salespeople meet customers' strategic needs, both the seller and the customer win by attaining mutual goals.

Question 21

A "Separationist Sales CR" salesperson is someone who fears family disapproval and resists mixing business with family.

Question 22

Which of the following does not qualify as a sales call purpose?

A)Salesperson wanting someone to cut his/her client's departmental expenses
B)Salesperson wanting to contribute to the welfare of others
C)Salesperson wanting to achieve his/her sales quota
D)Salesperson wanting to help his/her clients achieve their sales targets
E)Salesperson wanting to make his/her clients' business operations more efficient

Question 23

Trust can be built on multiple elements.Which of the following is not an element of trust building according to the textbook?

A)Communication
B)Expertise
C)Similarity and compatibility
D)Increasing opportunities of conflict
E)Investing time and effort into relationship

Question 24

Closing the sale can be the easiest step in the sales presentation.

Question 25

Seamus sells office supplies.He recently called on a customer who was trying to select a photo to go on its fall catalogue.The customer wanted to look at the ten photos side-by-side and compare them, but his easel would only hold one at a time.Since the walls of the office are made of cinderblock, it was not possible to paste or tack the photos on the wall.It was a problem that occurred every time a new catalogue was issued.After looking at the problem, Seamus said, "I'll be right back." When he returned, he had a roll of cork and a can of cork glue.He and the business owner turned one wall into a giant bulletin board.In this instance, Seamus acted as a:

A)tactical partner
B)creative problem solver
C)low-involvement decision maker
D)transactional partner
E)exchange creator

Question 26

Which of the following statements highlights the value creation for a customer?

A)Value is created when buyer spends fewer resources than the salesperson and the outcome is greater than the resources spent
B)Value is created when buyer spends more resources than the salesperson and the outcome is less than the resources spent
C)Value is created when buyer spends equal resources to the salesperson and the outcome is equal to the resources spent
D)Value is created when buyer spends more resources than the salesperson and the outcome is less than the resources spent
E)Value is created when buyer spends equal resources as the salesperson and the outcome is less than the resources spent

Question 27

Bernie has been able to establish great rapport with his clients.He spends a lot of time trying to make sure that he is providing benefits to his clients during his presentations.Which of the following questions would Bernie have possibly worked on to become successful at formulating trustworthy relationships?

A)Do I understand my buyer's industry and help them understand how they can become better?
B)Do I share my knowledge with the buyer?
C)Do I prepare adequately for the meetings?
D)Do I continuously learn about my firm, clients, and industry?
E)Do I use customer-orientated language?

Question 28

The term "gatekeeper" is often associated with someone in an organization that makes procurement decisions.

Question 29

Fred has been in the sales force for a while now, but he has recently seen a decline in his sales.He feels he is unable to connect because his industry has changed in the last couple of years.Which of the following questions should Fred ask himself to realize his shortcomings and help him establish a trustworthy relationship with his clients?

A)Do I use professional language?
B)Do I look for common interests during the rapport building stage?
C)Do I continually spend time learning about the industry?
D)Do I work diligently to find solutions for my clients?
E)Do I provide multiple solutions to my buyer?

Question 30

Which of the following is not an element of a well-developed solution?

A)Understanding current and future needs of clients
B)Developing a customized solution for clients that meets their needs
C)Providing support to clients after the sale is completed
D)Familiarizing oneself with client's business model and operations
E)Implementing solutions which fall within salesperson's environment

Question 31

A "Stage Fright CR" salesperson is someone who rebuffs being coached.

Question 32

Jan has recently been very successful in developing trustworthy relationships.The secret to her success has been her co-workers who have been assisting her with the sales.Which of the following trust building elements did Jan worked on?

A)Communication
B)Expertise
C)Similarities and compatibility
D)Investing resources into relationship
E)Reducing conflict

Question 33

Marco is a business-to-business salesperson.In order for Marco to understand his buyer's needs properly in the pre-approach stage, he needs to ask himself which needs his client possesses.Which of the following would qualify as a business-to-business need for Marco's client?

A)Clients needing help personal responsibilities
B)Clients needing help with generating influence within their organization
C)Clients needing help with increasing the efficiency of their production processes
D)Clients needing help with becoming more insightful about their competition
E)Clients needing help with reaching their business objectives

Question 34

Which of the following terms best describes a salesperson who is in a formal relationship with a customer for the purpose of pursuing mutual goals?

A)transactional relationship
B)exchange-oriented dependency
C)symbiotic relationship
D)strategic customer relationship
E)joint decision-making alliance

Question 35

Erica is a successful salesperson.Her secret to success is building trustworthy relationships with her clients.She spends a lot of time focusing on questioning herself on her communication.Which of the following questions Erica might normally ask herself to make her communication skills exemplary in order to build a trustworthy relationship?

A)Do I attempt to understand my buyer's problems and help them solve those problems?
B)Do I spend enough time preparing for my meetings?
C)Do I study my clients, firms, and industry?
D)Do I mirror the buyer when appropriate?
E)Do I express myself clearly?

Question 36

Mandeep is going on his first sales call, and he is very nervous.Which of the following would you tell Mandeep would be the most critical step linked to a successful sales call and decrease his level of nervousness?

A)be able to motivate the customer to buy even if the customer does not really need the product
B)continually monitor the competition
C)plan the sales call
D)ignore customer objections
E)schedule the length of each sales call to be no more than thirty minutes

Question 37

Salespeople that are strategic problem solvers tends to avoid which of the following activities as central to his/her selling activities?

A)understands the customer's needs
B)has a strong understanding of the customer's business
C)develops solutions focused on solving problems or challenges
D)develops mutually beneficial outcomes
E)create value as perceived by the salesperson

Question 38

Patrick was in a sales call and he was unsuccessful at closing his sale.However, he personally feels that his sales call was successful.What could be the primary reason why Patrick feels that way?

A)Patrick had a purpose in mind to build a trustworthy relationship
B)Patrick's goal for the meeting was to make the buyer aware of his company's product lineup
C)Patrick's plan was to visit the client to see whether he can close the deal
D)Patrick's main purpose for the meeting was to discuss the competition
E)Patrick's plan for this sales call was to meet his sales quota

Question 39

A "Hyper-Pro CR" salesperson is someone who is obsessed with image and feels they are being humiliated in the sales role.

Question 40

Edward is trying to improve his image as a trustworthy salesperson.He is trying his best to focus on similarity and compatibility elements of building a trustworthy relationship.Which of the following questions should Edward ask himself to make this process easier?

A)Do I rehearse my presentations before meeting my clients?
B)Do I mirror my buyer when appropriate?
C)Do I try to help my buyer by sharing my understanding of their business industry?
D)Do I seek other internal resources to help me support my buyer?
E)Do I provide multiple solutions to the buyer?

Question 41

Rosa sells how-to books.When she went on her sales call to the Book Nook, she knew the purchasing policies of the store, who made the buying decisions, and the terms that the store needed.Where would Rosa likely find this type of information?

A)sales call objective
B)company's marketing plan
C)competitive portfolio
D)customer profile
E)business proposition

Question 42

What information would not be part of a customer profile?

A)who makes the company's buying decisions
B)the background of the buyer's company
C)what are the customer's purchasing policies
D)what competitors successfully do business with the customer
E)the birthday of the buyer

Question 43

Jenny sells medical equipment like examination tables and dental chairs.She has been advised that she should contact the comptroller at the Hamilton Public Hospital because the hospital plans on building and equipping 150 medical and dental offices in its new health care complex.Jenny has not yet made the sales call because she hates to be pushy.Which of the following best describes Jenny's current behaviour?

A)referral breakdown
B)sales hesitation
C)prospect aversion
D)call reluctance
E)lead negation

Question 44

Phyllis sells for a manufacturer of a line of forged steel gardening tools.What should she include in her marketing plan for a hardware store?

A)how ultimate consumers should correctly dispose of old gardening tools
B)how the retailer can adopt the role of end-user
C)how the reseller will sell the garden tools once purchased
D)the business proposition which the retailer will adhere to
E)how the customers will benefit from these gardening tools

Question 45

What should be included in a marketing plan for a retailer that is buying a new inventory system?

A)the business proposition
B)the SELL sequence
C)how the inventory system can be most effectively used with existing equipment
D)how to dispose of the inventory system equipment that is being replaced by the new system
E)how the buyer can determine that the inventory system needs to be replaced with a newer system

Question 46

What is the correct sequence of events in a developed presentation?

A)Approach, FAB, Business Proposition, Marketing plan, Suggested purchase order, Close, Exit
B)Approach, FAB, Marketing plan, Suggested purchase order, Business proposition, Close, Exit
C)Approach, FAB, Suggested purchase order, Marketing plan, Business proposition, Close, Exit
D)Approach, FAB, Marketing plan, Business proposition, Suggested purchase order, Close, Exit
E)Approach, FAB, Marketing plan, Business proposition, Suggested purchase order, Exit

Question 47

Which of the following events would normally occur in a sales presentation once the salesperson has developed a FAB phase?

A)Suggested purchase order
B)Presenting a marketing plan
C)Explaining the business proposition
D)Approach
E)Close

Question 48

Zac is selling a product to a reseller.Which one of the following items would not be part of his business proposition plan?

A)Projected sales
B)List price
C)Projected impact on quality levels
D)Projected market share
E)Financing

Question 49

John, a regional sales manager anticipates that Marie, one of his customers will order at least 5% more tires this year for her thriving tire store.Which of the following options best characterizes the "A" in the acronym SMART?

A)enhance relationship building
B)be based on marketing research
C)relate to the present and future needs of the customer
D)create references
E)be achievable

Question 50

Which of the following is not directly linked to a salesperson engaged in a sales planning activity?

A)develop sales call objectives
B)develop the sales presentation
C)develop or review a customer profile
D)develop a customer benefit plan
E)develop an upselling plan

Question 51

What are the first three steps involved in developing the customer benefit plan in their correct order?

A)developing marketing plan, developing FAB, developing business proposition
B)developing benefits, developing business proposition, developing marketing plan
C)developing marketing plan, developing business proposition, closing the sale
D)developing FAB, developing marketing plan, developing business proposition
E)developing business proposition, developing marketing plan, closing the sale

Question 52

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

A)You cannot make an efficient sales call without a sales call objective.
B)You only need sales call objectives with prospects.
C)You should determine customer profiles before you think about sales call objectives.
D)The sales call objective is the main purpose of a salesperson's contact with a prospect or customer.
E)Selling is a very complex process, and sales call objectives make it easier.

Question 53

Which of the following is not a good tip associated with leaving a voice mail that will improve your odds of speaking with a prospect?

A)smile on the phone
B)be brief - usually, no more than 20 or 40 seconds
C)make sure your message includes the key benefits to your customer
D)make sure you leave your phone number
E)hang up and call again later

Question 54

Which of the following is a good sales call objective?

A)easily fulfilled
B)unencumbered with time restrictions
C)specific
D)open-ended and non-specific
E)unmeasurable

Question 55

Marie is experiencing some challenges overcoming the gatekeeper at a company she would love to make a presentation to.She seeks your advice and provides you with five alternatives that she is considering using next time she calls the company.Which of the following would you suggest she use?

A)"Could I see him this afternoon?"
B)"Could I bring him a bag lunch tomorrow?"
C)"When would it be best to see him?"
D)"Do you think he would be interested in meeting with me?"
E)"Can you see if I can get an appointment for 10:00 Friday morning?"

Question 56

The textbook offers a series of tips design to help you overcome company gatekeepers.Which of the following are NOT tips offered by the authors of the textbook?

A)Try using the gatekeepers name as it may imply over-friendliness on your part
B)Ask if the gatekeeper can give you a few moments; if not, then ask for a more convenient time to call
C)Listen carefully to any follow-up instructions that you may receive
D)Try to get gatekeepers on your side both before and after the call
E)Call the company when you know the gatekeeper is on holidays or during his/her lunch period.

Question 57

A business plan for an end-user will not include which of the following items?

A)ROI
B)Payback period
C)Potential inventory turnover
D)Expected carrying cost
E)Working capital investment

Question 58

What does the "M" in the acronym SMART stand for?

A)manage time wisely
B)maximize the customer's order size
C)minimize the cost to the customer
D)be measurable
E)move the prospect to buy

Question 59

Which of the following is NOT a reason why salespeople need to plan their sales calls?

A)Planning a sales call creates professionalism.
B)Planning a sales call builds self-confidence.
C)If you plan your sales call, you develop an atmosphere of goodwill.
D)If you plan your sales call, you do not waste time waiting to see your prospect.
E)Planning a sales call increases your sales.

Question 60

Because they are so busy, many executives have filtration systems, often called gatekeepers, to protect their time.What would you not suggest a professional salesperson do in order to get through this system?

A)engage the gatekeeper
B)listen to the gatekeeper
C)capture the gatekeeper's attention
D)be friendly and polite with the gatekeeper
E)start talking about the business proposition immediately

Question 61

The customer benefit plan contains the nucleus of the information used by a salesperson in a sales presentation.What would a salesperson NOT include in step three of a customer benefit plan?

A)the features
B)forecast of profit per square feet
C)payment plan
D)projected return on investment
E)suggested margin

Question 62

You have been asked to explain to a new salesperson the importance of creating appropriate sales call objectives.Which of the following would you not consider including in your explanation?

A)Make a goal specific objective
B)Memorize and don't write down your sales call objective
C)Develop some flexibility in the objective in case it fails
D)Make use of the SMART sales objectives
E)Take time to plan out the objective

Question 63

Kayla is a salesperson who fears intruding on others or being pushy and she often finds herself being intimidated by upmarket customers.Which of the following call reluctance type would Kayla have?

A)Stage Fright Sales CR
B)Social-self Consciousness Sales CR
C)Oppositional Reflex Sales CR
D)Separationist Sales CR
E)Yielder Sales CR

Question 64

You are a sales representative for an e-book supplier and you call on John Radcliffe, the procurement manager for a local university.After a few minutes of "small talk," John asks you to step into his office for a meaningful conversation about your e-books.Which of the following best characterizes John's "mental process?"

A)John believes your e-books will fill his specific needs.
B)a sale is made
C)You have achieved the interest stage of John's mental process.
D)John has a boiling desire for your product.
E)John understands why he should buy from you.

Question 65

You are about to call a first-time buyer.As you plan your call to secure an appointment, what should be the first thing you do before you actually call the potential buyer?

A)Prepare an opening statement
B)Briefly outline your sales message
C)Establish your objectives
D)Thank them for their time
E)Prepare for possible objections

Question 66

Which of the following is best associated with turning a lukewarm prospect into a prospect that expresses a wish to have a product just like the one you are selling?

A)interactive method
B)SELL sequence
C)business proposition
D)FAB process
E)action enhancement method

Question 67

Bailey refuses to be coached and rebuffs advice given by her sales colleagues.In terms of call reluctance, Bailey would be considered:

A)Hyper-pro
B)Role Rejector
C)Telephobic
D)Oppositional Reflex
E)Socially self-conscious

Question 68

Which of the following tactics should be used to help manage gatekeepers?

A)engage the gatekeeper because they have some power in organizations
B)use whatever sneaky tactic you can to manipulate them
C)ignore them, after all they are usually just secretaries with little influence
D)bribe them: a little investment will buy you lots of cooperation
E)sweet talk them to get them on your side

Question 69

In which of the mental steps does the prospect decide he should buy from you because there are no remaining doubts in his mind?

A)conviction
B)acceptance
C)arousal
D)purchase
E)action

Question 70

What term describes a salesperson that fears calling customers?

A)being chicken
B)social shyness
C)call reluctance
D)telephobic
E)telephone fear

Question 71

In which of the prospect's mental steps would interruptions by a secretary, a long-distance phone call, and the prospect's need to leave the office in the next fifteen minutes be most distracting to a salesperson?

A)interest
B)action
C)conviction
D)attention
E)desire

Question 72

What is the second of the five mental steps that a prospect goes through in deciding to buy from you?

A)attention
B)insight
C)intent
D)Interest
E)incubation

Question 73

Setting a SMART sales objective involves setting objectives which are:

A)Simple, Meaningful, Attention getting, Random, Time limited
B)Specific, Meaningful, Articulated, Revolving, Time limited
C)Specific, Measurable, Articulate, Relevant, Time bounded
D)Specific, Measurable, Achievable, Relevant, Time bounded
E)Singular, Measurable, Achievable, Relevant, Time honoured

Question 74

Peter works as a financial planner for a Canadian Bank.After several meetings Marie, a large potential investor, turns to Peter and says: "you and your company are the perfect fit for us and, we are prepared to make a large purchase." Which of the following steps best characterizes Marie's statement?

A)action
B)interest
C)conviction
D)desire
E)purchase

Question 75

Chris has call reluctance issues.He often worries too much during his sales calls over the phone which makes him not take any risks.What type of call reluctance is Chris suffering from?

A)Yielder Sales CR
B)Telephobia Sales CR
C)Stage Fright Sales CR
D)Referral Aversion Sales CR
E)Doomsayer Sales CR

Question 76

A salesperson's prospects go through several mental steps in deciding whether to buy or not to buy the product.Select these steps in their correct order.

A)attention, interest, desire, purchase, action
B)attention, desire, interest, conviction, purchase
C)attention, interest, desire, conviction, purchase
D)attention, interest, desire, conviction, purchase, action
E)attention, interest, action, desire, conviction, purchase

Question 77

According to research undertaken by the Behavioral Sciences Research Press, the issue of Call Reluctance is widespread in industry.Which of the following are NOT supported by this research?

A)call reluctance is financially costly to a salesperson, however, customers tend to benefit from dealing with salespeople that experience call reluctance
B)call reluctance may cost a typical salesperson as much as $10,000 per year in lost commissions
C)call reluctance may end up costing $10,800 gross sales per month
D)call-reluctant stockbrokers acquire 48 fewer new accounts per year than brokers who have learned to manage their fear
E)a call reluctant salesperson loses more than 15 new accounts per month to competition

Question 78

According to the authors of the textbook, a good pre-approach letter can be a valuable sales tool even in the age of social media.Which of the following is NOT a recommended tip offered by the authors when crafting a pre-approach letter?

A)your company should be the central theme of the letter
B)letter should be customized or a particular prospect
C)provide all of the contact information for yourself
D)sign the letter with a pen at the end
E)avoid using metered stamps

Question 79

What does the acronym CR stand for?

A)Call Relationship
B)Customer Relationship
C)Call Reduction
D)Call Reluctance
E)Customer Recovery

Question 80

Which of the following is NOT associated with the classic types of personalities related with call reluctance?

A)Overpreparer
B)Separationist
C)Role Rejector
D)Telephobic
E)Over Confident